TELUS
reviews and complaints

In July I received another call from Telus trying to sell me a mobility package. I am a long-time loyal customer of Telus for all my home services so I did trust this company. After a lengthy discussion, I agreed that a corporate account would be of financial benefit to me. I was leaving on vacation and did not have all my phones currently in my possession. I told the representative that once back I would contact Telus. He told me he would send me the SIM card and once I am back and have the cards to contact Telus to set up my mobility service. Well, I never received any SIM card or any further communication from Telus. No email, no invoice, no nothing from Telus. I then randomly received a notification from my credit report that I had dropped in points. I checked into this and noticed a report by Telus that I had missed three payments and owed 677.13. I contacted Telus, but they were unable to find any amount owed or history of any missed payments. There was no account that they could find. I then contacted the credit bureau and filed a dispute. I again called Telus again to speak with a representative. After hours and on day 3 this representative did locate an account associated with me with Telus mobility. I told him the history, and he in all earnestly attempted to assist me. Once he found out it was a corporate account he had to put me through to someone else. Once again, I was put on hold. Hours passed with no response. I called back but again was told the wait time was over an hour. This is day three and I had spent my one day off on the phone trying to resolve this issue. On day four again I called. The number is had called the previous day had now been changed and for a fee of 3 dollars and something they would put me through. I then called a different number, to which again I was told I would be waiting for over an hour. I actually fell asleep waiting on hold, and then my phone died. Miraculously I received my first email from Telus mobility informing me of my overdue account. Then the next day miraculously another email with the amount owing now almost 900.00. Then another credit report that my credit has dropped again to the lowest it has ever been. I have not been able to sleep, am nauseated, and constantly worrying about this bill and the effect it is having on me. How do I speak with someone and fix this? They now tell me to call Monday during work hours. I also work Monday and do not have the time to spend on hold or the time telling one representative the whole story to be put on hold again to be put over to the next person, then no one comes back to the call. This is the most stressful experience I have ever had with any cell phone company. I am trying hard to not let this affect how I feel about Telus home services as have never had any issues before and have been a customer in good standing with never having any missed payments. I am at a loss now on how to fix this and an apology should also be coming.

a) I had to call Customer service just to get yard signs - you cannot request it online or via email so one is forced to wait to get through to a customer service rep merely to get a yard sign. Ive been a customer for over 10 years and the last time I got one measly sign was when I renewed my contact in 2019.. so 3 years ago (just one measly sign)

b) I called [protected] ; a call back service is available BUT their call back goes to VM without the ringer going. Dont know how they do this but its not the first time ive had this happen. I received a text message callback was coming, I sat by the phone, no call but my VM indicator lit up. MY CALL LOG SHOWS there was no call back.

c) I call again and after 45 mins I get through and get told I need to pay $30 a sign for 3 yard signs (I have a large yard, and a back fence that backs onto the Elbow river). I need a sign for the front and access to the back yard and the river side fence - so $90 for a 10+ year customer to get yard signs. And of course no way to complain or escalate the complaint. I pressed and they agreed to remove the charge but I dont know if that will happen but point is even if they do WHY CHARGE A CUSTOMER FOR YARD SIGNS?

Telus is now billing me for an app which I never subscribed too: E-Fitness, @ $3.99 per week. They claim it's not their fault. It's some issue with android. But they are happy to collect the fee for the app and keep a share. Benefiting from the profits of crime. It's too bad Canadians are so well trained to never be without their phones. In light of this reality, the behaviour of the phone companies will never change.

Date of misguided information Oct 8 2022

Had salesman come to my door and lied right to my face point blank.

He told me Telsa would waver installation fees and there is no commitment or contract.

The price I would pay is 45.00 a month and could cancel anytime.

He then said he had to ask me questions and record it.

I thought ok he has to prove he was here.

He went down my hall and called. I couldn't here very good so I just kept saying yes.

I trusted him.

When he left I Googled Telsa to see what other offers they had.

Big mistake, says contract needed.

Was lied to from the beginning

I am a trusting person. Stupid me!

I have recently moved and Telus has been an absolute nightmare. I had my internet installed on a Sunday and everything was great. The technician who had installed it checked in later that day called back to ensure everything was working, at the time it was.

Sunday around 11:30pm the internet goes down. So I wake up Monday morning to no internet services. I called Telus, I am informed that this has something to do with the fibre optics and that a box of some kind needs to be installed at my home. I am informed they will have to call me back. I inform them that I am not available till 10 am for a callback. The rep from technical support agrees to call me back. I am then transferred to customer service. Which after a 30 minute hold time I get through. I tried to inform the rep that earlier when I spoke to Telus I was told that a technician would have to come out to install the fibre optics box. This was brushed off due to the internet signal showing strong on her end. I tell the new rep I will go home and just verify that they are in fact working and to call me back in about 40 minutes. Upon arriving home, I see that the internet is up and running. The rep calls back and mentions she is going to lock it in or something like that.

Well Tuesday morning roles around and no internet, I call Telus around 4:45 am and speak with a different rep. I was on the phone for about 30 minutes with this rep during which time he agrees to send a technician out. Great finally I felt listened to regarding this entire event. Only issue is the technician cannot get here till Saturday.

I am quite upset with this entire issue, as my roommates and myself are all students who rely on internet very heavily every single day. I feel disrespected by this company and especially by the rep who had brushed me off when I told her that there was talk of issues with the fibre optics box.

Had purchased a month to month public mobile account for my son a couple years ago. Recently switched him to Telus. I am unable to navigate through public mobile on computer and after a couple hours on the phone could not cancel service with a rep as I don't remember any passwords etc. Contacted mastercard to cancel payment and they state they cannot do that without being told by public mobile. simply want a charge to stop coming off MY credit card that I pay for. phone number was [protected]. BMO mastercard ending in 1372 AND REFERENCE NUMBER FROM STAEMENT IS [protected]

We had Telus/ADT security come to our home, AGAIN to try and fix our cameras due to whatever the NOW issue was, and the technician had to change out a camera again and in doing so broke our garage door. I had to immediately find a company to come out ASAP and fix it so we could close it but it didn't fix the problem entirely and we have been fighting with Telus/ADT for over a year now. We get emails saying it's with the manager (Chelsea) and the legal team and someone will contact you, BUT NO ONE contacts us and we hear nothing. This is typical Telus service, as Chelsea never contacts us back. So when is Telus/ADT going to fix our garage door or pay for a new one? When are you going to be accountable.

Telus sales agent misrepresentation:

Two sales agents knocked on my door selling a $60 per month fibre optic connection they claimed was better than wifi.

The service was connected after a week but opposite to my expectation the network was too slow, I cannot even watch my tv because it keeps buffering, and I found out that it was a wifi connection, not a "fibre optic" and wasn't aware I was put on 2 yrs contract.

I called customer service twice to ask for consideration if they can reduce my cancellation charges and surcharges but they keep billing me more as I keep on waiting for a response. For the third time, I was supposed to ask for an installment payment since I lost my job a year ago and I am under financial constraints, but they said they already submitted it to the collection.

I know I cannot fight these giants but I just want to let them know my attempt to ask for a little consideration and acknowledgment has caused me more struggle.

Two hours to talk to a foreigner, I expect to speak to someone who is payed in the same currency I'm paying my bill with . While I'm waiting I have to listen to a bunch of propaganda about how telus is a world leader on sustainability on farming , focus on community employment and heath. It sounds a tad hypothetical since they are hiring lower rate employees overseas.

What business does you phone have on the farming industry or your heath ? It sounds like " the world economic forum " agenda is linked to this service.

Needed a new phone. Got haggled by a new salesmen to switch from koodoo to telus for convenience AND a lower bill! Have a $180.00 credit with koodoo as a result of the switch because of course any money in koodoos hands has to be passed back to me via them. STILL HAVE NOT RECEIVED IT and I'm still trying to get it from them. Telus bills ahead of time so I got a $200 bill RIGHT OF the bat for interm use and A NEW billing cycle. Bill is $30more than my koodoo bill ever was. My bill is 4 days overdue AND I receive a pay my bill or GET DISCONNECTED. TELUS won't assist me with koodoo to get my credit back but sends disconnection notice for previous bill from ONLY ONE MONTH PRIOR($97) I won't recommend someone switch to telus ever.

Telus installed fiber optic cable and in the process made a mess of my lawn and dug into my sprinkler system in many places. They did come out and repair the sprinkler lines , but in the end after they left I had to get more repairs. I also requested Telus twice to remove the satellite dish on my roof since I now have fiber but received no response. I removed the satellite dish myself and I want compensation for removing it and repairs to my sprinklers.

Our agent or technician name is prince his number is [protected]. He calls every day when he gave deal one day I told him to come he gave us home phone, internet or home security. One day smoke alarm is running there is no cooking at all police or fire department come and stop that, after 1 hour same alarm running for nothing happened police and fire department come and stop next day same thing they come and gave us warning if not fix they charge us . I call my technician or agent and he didn’t help even speak rude and say I don’t care about even I complain about him so pls if Telus is really care about customers fire these stupid agents who ruined Telus image

Yesterday my home phone was working fine for most of the day, even with the new one I bought. Last night a friend called and all he heard was a buzzing sound and so did I. He could not hear me, and I could not hear him. This morning it was the same issue. I set up my old phone and up comes no line on my call display. I have called many times about other issues since moving and this is becoming very frustrating. The Internet and TV work Ok, it's just the phone. So now I am ready to cancel my home phone and keep only my Mobile. This if you guys can't become organized.

We booked an internet install for Aug 20,2022 between 5 and 7pm. The installer called at 650 saying he was late and was on his way. He stared the install , terminated the fiber inside the suite( brand new house, new fiber). He then went out side and started making phone calls. He informed us that Telus didn't do the provisioning required and the team that does the provisioning has quit for the night. The installer said that he would get the provisioning corrected and would be back the next evening to finish the install. The next day, the installer did not call at all. And at 8pm texted that he wouldn't be back.

I called Telus to find out what their plan was to complete the install, they informed me that the installer closed the install with " customer not home at the appointment time". I called he install company Aceon's dispatch and requested a supervisor call me. They promised a supervisor would call me, I didnt receive a call. The next day, when getting home from work a supervisor and the tech were installing the drop from the house to the Vault. They completed the install all the while complaining that it was a Telus provisioning issue. Of course, nothing can work until the fiber drop is actually installed.

The install company didn't mount the CPE( customer prem equipment), or manage the extra cable. they left it all sitting on a closet shelf. They also didnt want to place the WiFi router where requested but begrudgingly did. The cat6 terminations are not to any standard, and the install company needs to be trained, Telus QA needs to be better. With all of this, Telus was and is very hard to get a hold of, they do not follow up when they say they are.

I was promised a credit plus a reduced rate for the poor install and My first bill is almost twice what I signed up for, no credit or reduced rate.

Hello there,

My name is Melissa Doliwa. I am currently a client of telus home services and recently discontinued my mobile service. I was surprised to receive a bill in the mail today in which I am being charged for not one... but two tablets when I never received a single tablet in the first place.

I signed up for home services in January of this year. I was originally a Virgin mobile member but recieved a phone call from a Telus representative around March requesting that I switch to Telus mobility and offering a free tablet for signing up.

I was never told I would be signed into a contract when I was offered the tablet (which is not a big deal but it would have been nice to know as I would have refused the offer-).

I waited a long time for the tablet to arrive... then I eventually phoned asking about the tablet because I was being billed for a second line for the tablet when I didn't have it. The customer service rep informed me that the tablet was accepted at my home weeks prior to my phone call. I informed him that I never received the tablet. Together the customer service rep and I looked into the tracking information from UPS and saw thatsomeone named Talia signed for my tablet. I was shocked to see this because the tenant in the suite above us was a girl named Thalia at the time.

I talked to my upstairs neighbor (Thalia Smith) and informed her of the situation asking her if she had accepted a package with my name on it as I was waiting for a tablet from Telus in the mail. She informed me that she did not accept a package but she would ask her boyfriend. I then waited a week... texting her twice asking about it again. After a week of trying to talk to her about it I gave up and phoned customer service asking what could be done. I was informed that I then had to file a police report before anything was done about it. So I went ahead and called the police to file a police report. The police officer asked me if I had any video surveilence of the house. I told her no. The police officer then told me that she could not do anything about the stolen tablet because she had no proof that Thalia was the one that took the tablet. She told me that the issue was between Telus and UPS and gave me a police report file number to present back to Telus.

I phoned customer service back and gave them the police file number.- The rep then told me he would send in a report and that there would be an internal investigation done. He informed me it could take up to six weeks for the investigation to be completed.

I waited a few months and heard nothing so I called customer service back again. Customer service told me they would send in a request. I was frustrated that I was paying for a phone line for a tablet I didn't have so I asked the customer service rep how much it was going to cost me to just pay for the tablet. I was told the cost of the tablet was 240$. I was happy to hear that at least I could just pay for the tablet to get out of the situation that I was in. I said thank you and decided to sit on it for a bit and wait to see if I would get a call back from Telus. I waited and heard nothing back.

Eventually, I was sick of paying for a line for a tablet that I had never recieved. I knew that I was paying money for nothing so I called to cancel my services with Telus knowing that I would have to pay 240$ but at least I wouldn't be stuck paying for a line for something that I didn't even recieve in the first place. So I called back and cancelled my mobile services.

Today I came home from work and recieved a bill charging me for TWO tablets when I didn't even recieve one. I am so upset, I didn't even want a new phone contract in the first place... the only reason why I accepted it was because I was being offered a "free" tablet which turned out to not even be free.

I am a good customer. I am a registered nurse who works hard to pay my bills to provide for myself and my disabled mother. I spent hours on hold with customer service and I repeated my story multiple times to multiple individuals. I feel exploited by both my neighbour (who has now left because she couldn't afford her rent) and your mobility services and honestly I do not have an extra 500 dollars to throw away on nothing. I would really appreciate some empathy in this situation as I am being 100% completely honest that I never recieved a tablet and I have done everything in my power to resolve this issue.

I have a screenshot of the UPS tracking info with the name of the person who accepted the tablet (which was not me or anyone in my household). If you want me to send it to you I can.

I have been having problems since I moved into my new place on Aug 20th. This is when the technician should have hooked me up but There was a lot of work being done so we rescheduled but, on that date, the technician never came. When I called Client Care, I was told the technician went to my old address, but I had already canceled the service at the old address. Yesterday a technician came and hooked me up. Before he left, I called my own home number using my mobile and it worked. This morning the home phone call display said NO LINE. I watched TV after calling but now when I turn on TV but all the network settings are gone. So, I'm giving TELUS one more opportunity to get my services set up properly or I am moving to SHAW, and you will not get paid, yes, you heard me.

I had a discussion with a Telus rep about where to run the fibre installation as we are planning on pouring cement on the side where our services come in. He indicated that he would see about running the fibre right to the house so after we pour the cement, if anyone wanted the telus service, they would just need to connect in the house. He said he would get back to me about it.

Instead they show up, tear up my front lawn on the opposite side of the house as to where the services are. So now I will have a stupid box in the middle of my front lawn in a position that will make it impossible to actually connect the fibre, just to stay on schedule. Absolutely no consideration to personal property, no forward thinking. It will make sure that I never switch to Telus or anyone else for that fact. I have held up pouring my cement waiting for feedback from Telus but of course nothing.

RUSH/URGENT

WITHOUT PREJUDICE

COPY TO FILE

My acct # is [protected], client since Nov 23, 2006

Prepaid number is [protected]

My home number: [protected]

My balance of $44.56 was swallowed up and pirated away by your system on August 21, 2022. I DEMAND THE IMMEDIATE, I REPEAT, IMMEDIATE RESTAURATION/REIMBURSEMENT OF MY FUNDS IMMEDIATELY OR WILL TAKE MY CASE TO THE MEDIA. today I waited on line for over one hour to speak with a rep! UNACCEPTABLE!

Contact me immediately to avoid unnecessary legal procedures.

Consider yourselves cautioned.

I have had enough.

Janos Bergman

Telus customer since 2006

[protected]

On August 25, after dialling *98 on our home phone to access our voicemail, we were asked to enter our password. As we had never been asked for a password in the past, and because we had never set one up, I contacted Telus Support to enquire if the voicemail-access protocols had changed. I was told that using a password from all home phones for all customers is now mandatory. Is that in fact the case; and, if so, why weren't we notified in advance of that change?

Richard Kabaroff

[protected]@gmail.com

I am really frustrated with the Telus customer service. I had cut my internet service from Nov 2021(linked to my email id [protected]@gmail.com). I was already billed CAD 197 in bills and other charges. I had also done everything including return your equipment to Canada post

And now after 7 months, you are again billing me 35 dollar with no explanation whatsoever. i tried contacting multiple times with wait time over 1 hour 30mins.; no response.

And now you are threatening with debt collector. I have been on call since morning . I have been put on queue several time with callback with just a continuous ring for 10mins and no response.

Your quality of customer service is so pathetic, i have no idea what am i suppose to do except submit to your bullying.