Telus confirms 'unauthorized access' to some customers' personal information
Some Telus customers are being warned after the company confirmed unauthorized access to their personal information.
In an email to Daily Hive, a Telus spokesperson said, “We recently identified and blocked unauthorized access to limited information contained in a small number of telecom consumer accounts.” They did not state how many accounts were affected.
According to an email sent to customers, unauthorized individuals used compromised credentials to gain access to customer accounts sometime between February 2025 and June 2026.
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.”
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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, the amounts charged, and payment history for those services.
Customers who notice unexpected changes to their account and recent bills are urged to contact the company immediately. They’re also warned to be cautious of unsolicited calls about service offers and door-to-door representatives.
“We have notified affected customers, provided complimentary identity protection, and contacted law enforcement as well as the Privacy Commissioner of Canada,” stated Telus’ spokesperson. “We are also inviting notified customers to contact us if they are concerned about its veracity.”
In the email sent to customers, Telus states that it has retained Norton to provide two years of complimentary Telus Guardian identity theft protection.
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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.
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.