Canada - V6B0M3
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Telus Mobility has terrible cell phone connections. Connections are choppy and calls frequently drop. Telus cuts off service after admitting that their record-keeping system is inaccurate, then refuses to waive the reconnection fee, even though it is, by Telus Mobility's own admission, the fault of their system. Telus Mobility customer service representatives are unhelpful, rude and incompetant. It is little wonder that Telus has one of the worst reputations for a cell phone carrier. You may recall that there have been shootings on the Telus building in Vancouver by angry customers. You may also recall that the local Vancouver news reported that the cell phone company left business customers and residential customers without any service for months. The Telus Blackberry frequently loses network connection. In additional the blackberry fails to show call lists consistently.
Avoid Telus and Telus Mobility like the plague.
Please contact us if you have been or are in the process of being ripped off by their Internet marketing promises ridiculous charges, and non performance.
We were promised and gauranteed by the sales rep that we would receive a certain number of inquiries and we did not receive them.
We are currently in a major dispute as the contract we entered referred to clicks not inquiries and therefore we need other people to share their experiences.
I have been a customer with telus for 5 years and dropped calls have always been an issue where i live. my first phone died while i was in the middle of my contract and was forced to buy another phone and extend the contract. Since then dropped calls have become so frequent at home it has been affecting my personal and business affairs. I understand frequent dropped calls is a valid arguement for cancelling my cell phone contract without paying an insanely high fee. The fact of the matter is i am paying for a service that i am not receiving and I believe this is an unethical business practice.
My attempt for resolution with the company has resulted in phone swapping to 45 minute conversations with technical support and rebooting the phone. Also my calls have been dropped during these resolution sessions with telus which means I had to call back and explain my situation again from the beginning hoping that i can get through the conversation without it being dropped. Finally I was told by technical support it was the foundation in my house that was the cause of my dropped calls. After i explained to him my wife and my friends who are with different cell phone companies never experience dropped calls, he admitted that their signal is not as strong where I am and that it was not their problem. At this point I asked to be released from my contract where I was told there a $560 fee have to be paid. Its my understanding that there is a ceiling when it comes to a buy out fee of $400. I brought this to his attention and he disagreed. Im not sure if this ceiling exists. I've heard rumours but couldn't confirm it due to my lack of a law degree.
The bottom line is I want out of my contract with Telus. This is a breach of contract on their part. Im doing my part by paying for their service yet Telus has failed to perform their duties of providing me with a service. Im sure they provide service to others that have no problem with their network. Unfortunately I am not one of those people and I should not be penalized for wanting out of this contract. I just want to have a conversation without my calls being dropped, thats all. This has been a negative effect on my personal and business life and have produced many stressful moments. I just want out.
Telus Mobility is my phone provider. I have been receiving text messages at the rate of 2 per day and $1.25 per text message. These messages are coming in from a website ca.millionairesecrets.com #55222. I cannot stop these messages by phone or on the web and Telus continues to charge me and take payment from this fraudulant company. The only suggested fix from Telus is for me to change my phone number, which I have had for more than 10 years, but they will continue to do business with these unsavory businesses.
Telus is a terrible company. Our internet was supposed to be connected last week and doesn't work so we had to call Telus tech "support" what a joke! These people had no idea what they were talking about. They kept my roommate on the phone for over 1 and a half hours he talked to 5 different people who just made him repeat all the same information over again. Then my roommate said "Hows the weather in Manila(phillipines)?" and the guy said its been rainy lately. So basically they would rather pay 4 people $1 an hour to keep you talking in the chance they might help you than pay a tech to come out and figure out the problem
Today is September 10, 2009. I last had access to my email on August 15, 2009. While I was out of the country...
I made the mistake of getting a new Samsung Instinct from Telus in mid June and I've been having problems with Telus ever since. The phone had all sorts of issues and Telus deemed it DOA so they gave me another one. The second one has more issues than the first one and when I called customer service, they put me through to tech support. By the time they had completely their "investigation" the 30 day defective policy had expired. What was funny about their "investigation" was that they never contacted me. Hmmm... I made them aware repeatedly that time was running out. Apparently they didn't care at all.
The phone has now been shipped away for servicing and will take 8 to 10 weeks and if they can't fix the problem I have to pay a $45 charge. And if they can't repair it, they will give me a $150 credit to put towards a new phone at the no contract price! That won't even put me close to buying another phone of the same abilities. I don't think Telus carries any phones that cost less than $200.
Its clearly apparent that there is a problem with the Samsung Instinct and Telus just won't fess up. When I call they make me feel that the issues I'm having with the phone is just my phone and nobody else's. YA RIGHT! Then I have to remind them that I've had 2 phones in a row that haven't worked properly. Its not just a coincidence!
Isn't there a Lemon Law in Canada that doesn't just apply to cars?
After years of putting up with the a**holes at Telus, I finally got smart and switched to Shaw. Shaw provides stellar customer service and their internet speed compared to Telus is like a Porsche vs. a VW. No comparison. Shaw also offers excellent phone service.
The [censored]s that man the Telus call centre have, at best, a 3rd grade education, and most of the ###s can barely speak English. Telus sucks, I'll never buy a product from Telus again.
I’ve noticed that on the bottom of my TELUS bill, a charge of $13.20 for a call to Phoenix AZ, that...
I worked for Telus through Futureshop. They seemed okay at first, because I got employee benefits and didn't have to use the public customer service.
I always assumed that the public customer service was as reliable as their employee service. Regretably I once told customers that Telus was a good provider.
After I left Futureshop I realised that Telus is deceptive and in no way cares about thier clients.
My biggest complaints are Signal and Customer Service, the two main things you pay Telus for. These two attributes co-operate and together form the most hideous circle of customer frusteration ever known to mankind, or as they call it, "Client Care". Basically it's Telus' way of worming out of any and all forms of accountability.
When I called Customer Service to report my poor Signal Quality and often dropped calls, I was put on hold for over 2 hours before my call was dropped. Good thing I bought that grossly overpriced ($45.00) car charger or else this 2 hour hold would never have been possible, thanks Telus!
Brilliant. Telus uses thier poor Signal Quality to drop the clients who are determined enough to wait through the hold. Even if you are crazy enough to wait the potential 2+ hours, they may just as well accidentally hang up on you as has happened to me.
I'll mention that Telus purposly blocks the ability to customize ringtones, apply your own games, or transfer images even if the phone is technically advanced and perfectly capable of doing it. They will, sell you only thier stuff off the confusing mess of a website. But basically, why buy a Telus touch phone like I did if you can only do what the average 1980's shoe phone can do?
Also, Telus employees make ~$40 dollars ontop of thier hourly wage for signing you up to a 3 Year plan... if you were wondering...
If I could do it again, I've realised those commissions I've made are not worth the suffering I have laid upon my customers.
Sorry to you guys out there.
So when I got my Telus cell phone 3 years ago it came with a 3 month free radio program that had some radio stations play on my phone. I asked if when the 3 months were over that the service would stop as I did not want to pay for this useless feature. I was told that it would not be activated after the 3 month trial period had ran out. Now I was moving around a lot at the time and told Telus not to send me bills in the mail because I would just check my balance by calling the customer service line. I recently got a permanent residence and received my first paper bill in almost 3 years and to my horror I have been paying $15 per month all this time for this radio feature that I erased from my phone over 2 years ago! Of course there's nothing they will do about this so I am getting a Kudo phone. Damn these criminals to hell!
I had a LG chocolate spin cellular phone through telus. I bought it about a year ago and in the past week the vibrate would not work on the phone. I took it into telus and the lady working there, Colleen, starting fooling around with my phone. She 'acidentally' deleated everything from my phone! All my contacts, ring tones, pictures, videos... everything. I did not even have a phone number for my phone after she was done and I did not have service to my phone.
Telus did not offer me any compensation for thier mistake and left me with a phone that does not work. The only offer they made was that I could pay for a new phone even though they were the ones who deleated everything. Do not let anyone touch your phone without saving all of your contacts and any other information before hand. They are not technicians and clearly do not know what they are doing.
Do not upgrade your telus mobility account even for a month!
I had two shared 30 plans and was going away so I decided to upgrade my account to the shared 40 plans for a couple of months as I was going to be using airtime away from my local area.
The telus mobility people told me that it was no problem and we could just switch it back when I got back.
I came back and they discontinued the plan that I had and told me that I could switch it back to the shared 30 plans but that I would have to pay more for the same services I was receiving before I left.
It seems that the contract that I signed only goes in the favor of Telus!
There is much more inconvienence with billing and interactions with the people on the phones but this is a word of warning to all.
Telus is like the banks...hands in your pocket constantly.
My problems with telus high speed internet started right from the day I signed up. First, they had to call me back because they didn't get all the information they needed. Next, they took a month to even send the gateway to me.
Everything went reasonably well until summer 2007 when I had been laid off and fell behind on payments. The line had been suspended, but when I did pay them off, it took almost a month to reconnect the line, and the agents at one point told me they may need to send a truck out to either my home or to the node to troubleshoot. This was too much.
I escalated to executive customer relations, where the agent was extremely courteous and got the connection active within a couple days and gave a free month of service to make up for the month I was disconnected and had paid for.
I later made another call, this time to retention, because I was going to be moving outside of their service area. They agreed to waive the cancellation fee, given there was no way that I would be able to take the service up when I moved anyway.
At one point the modem I had received randomly power cycle itself (So basically self-reboot). They got the new modem to me almost the very next day and I returned the one I had, no charges to the account. Same when the second went on the fritz. When the third started acting up, they sent me a fourth and I had forgotten to send the third back. They did charge for this, but I was told that the charge would be reversed if I sent it in as soon as possible. I ended up sending it and the fourth back at the same time and now about a year later, I still haven't been able to get them to reverse the charge, with people stating that they need the tracking number, a requirement that was never there when I returned the first two gateways.
I then went to the better business bureau, where telus showed me, as they had a couple times in the past that stonewalling seems to be the tactic of choice in their customer care departments, both regular and executive customer relations. Not only did they refuse to action something that should have been done nearly a year ago, they tried saying that they should add the ecf, flying in the face of the deal made with retention.
Telus has made it poignantly clear that they would rather look out for the almighty dollar than for customers repeatedly given misleading information, repeatedly stonewalled when issues arose and being told that the retention offer that was given would be revoked after the fact, showing a further disregard for customer satisfaction. On top of that, it would appear that this is universal across telus' different services.
My 3 year contract was finished Telus Mobility in Ontario in June/08, I DID NOT have to renew with said company again, but because I was a customer of theirs since 1986, I thought that loyalty was a good thing in any business transaction, unfortunately with telus Mobility it, s NOT !
So my cell phone was worn out to the point that I couldn't read the screen anymore so I decided to sighn again on another 3 yr. contract. When I went into a Telus Store to renew my contract and get another cell phone, the associate asked if he could see if my contract as it was previousely written would still serve my needs. He checked a history of billing and said he could save my some money if he custom made another plan for my CURRENT needs, he went on to suggest a FAVE5 plan because I was using the same 4 0r 5 numbers all the time which was true, because they were family & close friends.
So he made other minor changes along with adding this "FAVE 5" feature that was going to save me the biggest dollars on my monthly bill, well unfortunately I was my first experience with this new plan, and I didn't remember the Telus associate stressing the impotance of adding in the numbers I called the most right away, and because I had not, I ended up paying full price for these numbers I failed to add in.My first bill after signing the new cantract and changes to the contract went from average of $150.00 to over $400.00, so I was shocked to read this so i made numerouse calls to Telus, no one was interested in hearing me, or helping me sort this out and said sorry, you were supposed to go to a website and add them in. I know I was partly to blame and I told them that ( a total of more than 6 calls) and who knows how many minutes going through the automated phone jungle of theires, but I also said I thought their associate had a part in it also, why didn't he offer to help me add them on that website emediately while I was at the Telus store, seems it would have been soo simple since I was the only customer in the store at the time.Ok so after many more calls to Telus and many more minutes or hours waiting again, I got the same answer, sorry it was up to you to add those numbers in yourself. Great, now my second bill comes in, it, s almost $700.00 now, i call some more, I get more voices blaming me instead of listening to ALL the facts, so now i drive to the Telus store and ask this time if the associate would help me add those 5 numbers in my FAVE 5 so my billing will go down, LIKE IT WAS SUPPOSED TO...so after his initial reluctance he ask's me for the 5 numbers and he said .. ok now, they are added in.
Finally, I think I have this thing resolved I get the 3rd. bills after sighning the new contract, now it's over $900.00, ok I call again, finally speakes to another phone rep. he says the best he can do, since he can only make adjustments on "ONE" monthes billing, he took $152.00 off. Um thanx, your too kind I said, now what about the other 2 monthes, no ajusting because he said I didn't report it right away, Humm, How many phone calls and waiting and trying to explain to these "SALES ORIENTED ONLY THINKING " phone answering associates does it take for them to actually LISTEN???
Now i, m sure you can read my frustration as I type, long story short, I tried telling them, when I went to tye Telus store to actually have the store associate add my 5 numbers, well he added them in the wrong box, he added them to a future numbers box, I waent back and asked for a copy, sure enough, he said he made a mistake, and for me to call Telus, he handed me a "customer " care..or non -care phone number., seems it was the same number i was calling all along in this going on 5 month fiasco. So, they still won't take any responsibility for their errors, and are adament that I take ALL the responsibility for the wrong that has been done, and now I tried to talk to them to make arrangements to work on paying down my bill, "or theires", because I don't have all the money to pay t off, so the last phone call to them, Mar. 31/09 they said if i can't make arrangements to pay it off in full over $(970.000), they are going to put me in collections, and I translate that to mean if i don't pay it all, they are going to ruin my credit report, now how is that going to help them?.
I guees they need to make examples of loyal customers of more than 23 years to show that no one messes with them !
I can't help but think, , , wouldn't it be easier to come to an arrangement or compramise (which is all I asked for through this whole nightmare), , , than to find and spend millions on advertising finding a "new" customer???
My husband and I both lost our jobs due to the economy and I called Telus Mobility to let them know that I had every intention of paying my bill but I couldn't do it until either one of us started to work again. Their response was to tell me that I needed to make a payment plan with them, which is ridiculous since I can't make a promise to pay them if I haven't got the money!! I tried to reduce my monthly service plan down from $100.00 a month but they won't allow me to do that until I sart paying down the bill, but how can I do that IF I DON'T HAVE A JOB?????? I have tried 5 times now to speak with them regarding this issue and I keep getting the same crap from them and I am so frustrated and upset, they just don't care and are not willing to do anything to remedy the situation. I have been a client of theirs for over 8 years and have spent thousands of dollars with them and this is the 'cutomer support' (and I use that term loosely) I get. What can I do? I can cancel 3 of my phones with them but not until I make payments. What do I do??
About 2 months ago I started receiving calls from a collection agency wanting a credit card number to clear up a Telus outstanding bill. I immediately thought this to be fraudulent and told them to suck an egg. After a couple more calls from them I called Telus to find out what was up. After talking to a machine for about 20 mins., I was able to get though to someone that was going to check into it and call me back. I never got a return call, so after about a week I called again. I talked to machine for 20 mins. again and finally got through to a person who informed me that it was about a line that I had used for dail-up internet purposes. I know longer needed the line so I had it disconnected (2years ago). The bill for this line was aways paid by a preauthorized credit card. I told her I didn't know what the charges where for and I wanted to see the bill. I was told that Telus couldn't send me a copy because it cost $1.80 / sheet. They have since send a statement stating I owed them $57.62 or my other phone service would be cut off, but I still don't know what the charges are for. I placed another call and got the same answer. Pay or get cut off. They don't really care that they are about to lose a 30+ year customer(including A.G.T.) with a home service, business service (phone and internet) and 4 Telus Mobility accounts.
I have ordered for Telus internet service on 31st of Jan 2009. I was told I will receive the modem after 5 working days, but I reveive the same on 12th of Jan 2009. From that I have been continuosly calling for atleast 2 hours a day and speaking to agents at Telus. Every time they say within 24 hours your service will start. But today on 15-Jan 2009 when I again called, the agent told me they will send a technician on 18-jan that is 3 more days for me to be without internet and phone. I am very much frustrated and am waiting for an interview call. I requeted telus from more than 5 days but they said our manager don't have time to talk to you.
I have wasted my 15 days calling Telus. Please file a complain again Telus
I went into a Telus store looking for a new plan because my contract with Rogers just expired. After looking...
My contract was up with Telus and I ordered a new phone, over the phone, and added their Spark 15 bundle which advertised unlimited web browsing. I received my first bill since the change which had an extra $13 for browsing. I thought it was a mistake so I contacted Telus and was informed that I could only go to certain sites with the unlimited browsing and they could not tell me where I could not go.
After I found this out I asked them to switch me back to my old plan as I had no way of knowing if I would be charged for visiting a particular site. They did this and later in the day I noticed my call display was not working so I called back. I was extremely frustrated at this point and asked how much it would cost to cancel my contract and was told $680. I was not informed of their termination policy and when I asked the account manager when I was told he responded when I signed the contract which I did not do because it was all done over the phone.
This account manager was extremely rude and when I asked to speak to another rep because I could feel myself escalating he responded with 'if you would stop being snobby and obnoxious I can help you'. I could not believe he said that and when I asked him how saying that to me was going to help to de-escalate the situation he again said 'you are being snobby, rude and obnoxious'.
I was very frustrated when speaking to him, but at no time raised my voice, called him names or swore. It does not exactly give you a could feeling when you are a paying customer and call a business customer service line and get verbally abused by the staff. I am not young, but sound younger on the phone and the rep may have thought he could get away with that which is still inexcusable. I did not realize that adults called each other 'snobby' I do not even know how you would qualify that.