Telus customers report receiving warnings about a security incident
Some Telus customers are being warned to keep an eye on their accounts after an apparent security incident exposed personal information.
According to an email reportedly sent to affected customers, unauthorized individuals used compromised credentials to gain access to customer accounts. The email also outlines steps that Telus says it has taken in response to the incident.
“Some time between February 2025 and June 2026, unauthorized individuals used compromised credentials to access your Telus account,” the email reads. “These individuals may have used your account information to contact you in an attempt to persuade you to move your services away from Telus towards competitors, and/or made unauthorized changes to your Telus services.”
It also states that an investigation found that customers’ compromised information included their full name, account number, billing address, preferred language, and phone number(s). In most cases, it also included customers’ email address, the last four digits of the payment card on file, the type of service(s) they subscribe to, and the amounts charged and payment history for those services.
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Daily Hive reached out to Telus about the email and asked how many Canadians were affected by the incident, but did not receive an immediate response.
The email advises customers who notice unexpected changes to their account and recent bills to immediately contact the company. They’re also warned to be cautious of unsolicited calls about service offers and door-to-door representatives.
The email also states that Telus has retained Norton to provide two years of complimentary Telus Guardian identity theft protection.
Customers have until Nov. 30, 2026, to enroll in the service. Once activated, the membership includes identity theft and dark web monitoring, one-bureau credit monitoring, and an annual credit report and credit score.
The service also includes up to a $25,000 reimbursement for stolen funds, up to $25,000 compensation for personal expenses, and up to $1 million in coverage for lawyers and experts, in addition to access to an identity restoration team. Customers will also receive a free 90-day subscription to Norton Security Deluxe.
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The email states that the incident has been reported to the Vancouver Police Department and that the investigation is ongoing. It added that Telus will also file a report with the Office of the Privacy Commissioner of Canada.
“We take the privacy and security of your information very seriously and remain committed to protecting your privacy,” reads the email.
In March, Telus confirmed that hackers stole nearly a petabyte (1,000 TB) of data over several months and demanded $65 million in exchange for not leaking it.