The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

Telus / disgraceful customer service

1 9 - 882 Ryan Place NWEdmonton, Alberta, Canada Review updated:

I use Telus residential service for my business office in my home (I work remotely for a Toronto-based firm). I've had endless problems with Telus, particularly with their onerous website and difficulty in contacting any living human, particularly in customer service.

Telus believes in the principal of downloading all work possible to their customers, and making the contact process as difficult as possible. For example, there are literally hundreds of web pages to browse through on their customer service site. By phone, their lines all request redundant information, multiple menus (this is a phone company - why can't they have a dedicated number for internet, phone, etc. so you don't need to waste 10 minutes entering information?).

I also use Shaw for a secondary digital phone and my internet and television. Although I've had minor issues, I've never waited longer than 5 minutes to speak with a customer service representative, they are extremely helpful and knowledgeable, and the line quality is excellent. For anyone operating a business from home or a remote office, I would suggest going with Shaw, and using their online fax service if you need to for your faxes.


Sort by: UpDate | Rating


  • Lo
      21st of Aug, 2009
    0 Votes

    Dealing with Telus is like dealing with Hell- Most unpleasant with their services. When you call for costumer service you end up speaking with Philippians - ( Fist they ask for personal information for ID such as age, date of birth and time to time even for full information of your drivers license ) Otherwise you are denied from assistance.
    We have two separate phone lines in our house - we use our main line for long distance calls Canada and USA - Never use the second phone line for long distance as it has an other long distance provider
    Last month received Telus phone bill with charges that were made in to the USA approximately 30 calls with in two hours - all number that were called are unknown to us- I phoned and complaint these calls are not ours and would like to have it inspected and charges revised - Next day costumer service from Philippians called back and informed me that charges are valid as she compared list of calls made from the other line and that if I have calls in to the USA these calls must have been made by us and it is valid charges
    I asked what does the other phone line has to do with this - both lines are totally separate from each other and this line never used for long-distance previous records can indicated that very clearly I was told I have no choice but to pay the bill
    I am out looking for a more pleasant and respectable provider - each and every time I need costumer service I am speaking to some one other part of the world. I asked to have a manager call me regarding my issues I was denied - Tried twice and each time I was denied- Before you decide to have Telus as your provider do some research- save yourself from continuous headache

  • Is
      13th of Sep, 2012
    0 Votes

    Wow! I have had the opposite experience. I just dropped Shaw for the same reasons - very shoddy customer service including being cut-off or dropped from customer service calls.

Post your comment