microsoft Outlook classic not receiving or sending emails with internet provider telus Canada using a lap top computer

Try the following steps in order in classic Outlook on the laptop:

1. Check Outlook connection status

• Look at the bottom status bar in Outlook.
• If it shows Disconnected, Working Offline, or Trying to connect…, Outlook is not talking to the Telus mail server.
• Go to Send/Receive tab → in Preferences group select Work Offline once to toggle back online.
• After it reconnects, choose Send/Receive or open any stuck message and send it again.

2. Confirm the laptop is online

• Open a browser (Microsoft Edge or Chrome).
• Browse to http://www.microsoft.com or http://www.bing.com.
• If those do not open, fix the Windows network first using the guidance in Fix network connection issues in Windows, then try Outlook again.

3. Check for oversized messages

• In Outlook, open the Outbox folder.
• Start with the oldest message. If any message has large attachments (around 20 MB or more), delete the attachment, then either:
  • Attach a smaller file, or
  • Use a link instead of attaching the file.
• Send the message again. Large messages can block all subsequent send/receive operations.

4. If the password was changed at Telus

• If the Telus email password was changed on the Telus website, update the same password in classic Outlook for that account.
• After updating the password, use Send/Receive again.

5. Check antivirus email scanning

• If antivirus software is installed, its email scanning feature may block sending/receiving when it detects an issue.
• Use the antivirus help desk or documentation to review email scanning and temporarily disable scanning for a test if they recommend it.

6. Repair Outlook and the Outlook profile

• Repair the Office/Outlook installation using the steps in Repair an Office application.
• If the issue persists, repair or recreate the Outlook profile following Fix your Outlook email connection by repairing your profile.

7. Test Outlook in Safe Mode

• Close Outlook.
• Press the Windows key, type outlook.exe /safe, then press Enter.
• In Safe Mode, try sending/receiving. If it works, an add‑in is likely causing the problem; creating a new Outlook profile usually resolves this.

8. If still not working

• Run the Classic Outlook troubleshooters from the Classic Outlook troubleshooters page.
• If the problem continues after all steps, contact Microsoft support using the link in the Issues sending and receiving email article, and also verify Telus server settings and status with Telus support.

References:

• I can't send or receive messages in Outlook
• Issues sending and receiving email