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2.0 413 Reviews

TELUS Complaints Summary

97 Resolved
315 Unresolved
Our verdict: When using services from TELUS with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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TELUS reviews & complaints 413

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10:18 am EDT

TELUS U.S. College Sports stations not connected despite "automatic renewal"

I have subscribed to Telsu because they offered the U.S. College Sports package and for the last three years they have come through. This year, what a joke and nothing but frustration. Tried working with two different agents on different days, no resolve. Escalted to Complaint Department where Rose, on August 30, 2021 said in her email "Upon checking, the update just came in and it says that US College Sports will become available starting September 4th."
Further, same day Rose said, " Upon further checking, our record shows that auto renewal for US College Sports was added on your account."
OK so that would mean on September 4, the channels would be available. Well as of September 6, 2021 I do have the channels, it sayd I am "Not Subscribed" So I sent Rose another email today but this needs to be addressed, breach of faith and lack of follow through.

Desired outcome: Channels added at no cost due to inconvienance and lack of professionalism

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5:10 pm EDT
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TELUS Telus Mobile

I had Internet and Mobile (2 phones, me and my wife) for about 2 years. I always kept my balance at $0. I cancelled my home services (Internet + mobile) with at the time $0 balance on June 28, 2021.
On July 04 I got a mobility bill for $200.52 created out of thin air. My previous monthly bills were around $140-$150
There is no way to really contact Telus and resolve this.
I think that this is a robbery and I don't want to pay for something I didn't use. Funny part is that it came to mt email as July Mobile Bill, although I canceled my account in June.

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8:57 pm EDT

TELUS Stay away

One month it's ok, then they overcharge because they feel like it. After countless hours on the phone, they give you a credit. The next month's billing shows no credit and they have no notes on their system. A corporation that cares about the bottom line, NOT THEIR LOYAL CUSTOMERS.
Been with Telus for over 12 years, optik, internet, home phone and cellular. 4 cell phones and 2 complete home services.
Stay away if you can.

Desired outcome: Their reps are useless. They'll pass you from one to another and finally you just give up.

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6:13 pm EDT
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TELUS Email migration to gmail

Without my choice, Telus changed their email to Google mail. The process was complicated, with unclear direction and little customer assistance. I am an 80 year old senior, not computer wise and I tried to follow directions, complicated the process and had to call a computer technician. I am still struggling with the changes.

I have been a customer for many years will all services from Telus. So far your choice to change has cost me $200.00. Very disappointed in TELUS.
Account # [protected]
Ms. Brenda Brown
17, 2300 Oakmoor Dr SW,
Calgary Alberta

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10:31 pm EST

TELUS Home phone repair service

My name is Peter Dumlich, my phone number (when not out of service) is [protected]. On February 7, 2021 my and my neighbours phones again ceased to function. I reported the trouble the same day and a repair appointment for Friday, February 12, 2021 as well as a ticket # [protected] was created by your team member Ruena.
February 7, 2021 came and went away ... nobody showed up and all reported phones stayed dead. We all waited anxiously, because living in a remote area requires some dependable way to communicate.
On February 13, 2021 I again contacted Telus via the Chat option. This time I talked to Charish Ann and, believe it or not, found out that the ticket had been cancelled. When I conveyed my surprise about this unbelievable error, Charish Ann transferred me to Erica, a member of the Telus Technical Chat Support Team. Unfortunately Erica was not able to clarify the situation either. The only fact I found out that the ticket # [protected] was cancelled because it was part of "an outage" which affected 22 land lines. "There is no estimated fix time yet, but our team is already dispatched" end of quote.
On February 19, 2021, our phones still being out of service, I contacted Telus via Chat again and had the pleasure to chat with Mila. As mentioned before, Mila was surprisingly polite, knowledgeable but there was nothing she could do for me either. She confirmed that in this particular case Telus is dealing with an "outage", but:
(Quote) Since extend of damage is still unidentified, we are unable to provide you an estimated time of resolution yet. However, it usually takes 24-48 hours for our technician to fix issues like this but may extend depending on the severity of the problem." (End of quote)

I find it disturbing, that the cause of a multiple subscriber "outage" reported on February 7, 2021, is still unidentified on February 19, 2021

I would like to bring to your attention the following fact: We, the subscribers located in Lone Prairie face these "Outages" just about every year. The last time it happened we had to wait for over 6 weeks before our service was finally restored. I have learned from frustrated "insiders" that the root of our technical problems is a totally antiquated "line concentrator", old electronics for which spare circuit cards are not available anymore. According to our unofficial information, every time such an outage occurs Telus is searching province wide for old recovered spare cards.

Can you help us to solve this problem?

Sincerely
Peter Dumlich
[protected]@pris.ca
[protected] (presently out of service)

Desired outcome: To get our phones working a.s.a.p.

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4:14 pm EST
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TELUS Recent fibre optic upgrade in my area in Sienna Park Terrace, Calgary, Alberta

Mid october I had to clean up a huge mess on my lawn after brt hydrovaced site holes for directional drills and installation of the new 5g fibre optik cable upgrade. I never seen such an irresponsible contractor in brt construction with lack of respect for the calgary tax paying property owners. Even though there is a utility easement on the front of our properties, no easement agreement states that a company can enter the row to perform services underground and leave their mess behind afterwards for the property owner to cleanup. I have been working oil & gas for 35 years now and the last 14 have been in pipeline ground disturbance, inspections of line repairs and line crossings work. All sl agreements state that easements and row's are to be left in the same (or better) state at the end of the job (construction), and any repairs are ate the grantees expense, not the grantor. These idiots from brt like to backfill hvac site holes with crushed gravel which has a sand mixture, totally irresponsible and unheard of? Why are they not using bedding sand? It packs downhole better, it is cheaper to supply, it is cleaner to use meaning if you overfill the hole, whatever overage is removed or not removed can be raked around by the property owner, watered down and it will disappear in the roots of the lawn as a grain of sand is small. So they (brt) backfilled the holes with too much gravel. I packed it down myself so it was a few inches below grade, picked up excess rocks, leaving enough room for brt to cover with loam or topsoil for next springs lawn planting? So I spent about 2 hours doing this. Then in november the idiots (brt construction) came back and redid the holes again and left even a bigger mess as they must have had an installation problem downstream from my property. This time they left dirt and gravel all mixed up on piles on my lawn. This time it took me 4 hours to cleanup. I took pictures of before and after and have on file. I sent a complaint to telus, they never answered back. I tried sending a cleanup bill to telus, they won't accept nor respond. It had to get cleaned up because in the spring my south facing lawn is ready to power rake (dethatch by dethatch blade on mower) by april 20th? The potential flying rocks will cause a safety concern to passer by's using the sidewalk (lose an eye?) and broken home and vehicle windows? So now if any idiot from brt or telus tries to enter my property, easement or not, they cannot without permission from me first and a written contract/cleanup agreement to my satisfaction, if they do not comply then they still cannot enter as I am filing to the courts as to arbitration and evidence supporting. Other than that i'll guard my property armed with a baseball bat? It's simple, anyone trespassing without written sl easement agreement/permission will get the bat? Where have our civil rights gone to communist telus? Not in my yard. So be for warned telus & brt. Now in the spring of 2021 you will phone and make an appointment to work on my property at a date I agree with. You will also put down the appropriate topsoil and replace effected easement areas on my property with ready laid, grass sod, instant lawn that my irrigation system will water automatically (if it is not damaged when I turn on in may) you telus & brt will repair or replace any faulty irrigation caused by your lack of knowledge and understanding of easements, property owners rights, legislated ground disturbance and basically good ethics to the job. If I have to do anymore myself, i'll file in small claims court as it is my right to do and plus your getting your leftover materials back at the brt office and a telus store, hey i'm just saving you idiots overhead costs so you can reuse your mess in materials you left behind else where's, just saving you money in construction materials costs. Do you want to know what the real kicker is here, I never even took there stupid upgrade, just voluntarily had to let them leave their mess for me to look after!

Desired outcome: SEE photos attached, and that isn't even all of them as to the size of the file permitted. Cleanup bill to Telus is $600 which they will not acknowledge.

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5:11 pm EST

TELUS Email

my email has been down since Oct 28, everyday I get the basic runaround, many hours on phone stayed home for 2 days as was told they will call back, they didnt. no email. started after they talked me into going with fibre, internet and tv work fine but no email. I need email for medical issues and to be paid, cant get paid with out email. well over 20 years with telus, all the tecs have been very nice but nothing is being done, tec said he would call back but never did. this is terrible. locked into 2 year plan, dont want to leave and have to pay out the contract but what can I do? please Telus help me.

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8:27 pm EDT

TELUS E mail

Telus has moved their email from their own servers to Google with the promise that everything would work as it had. Despite an hour on the phone with a Telus technician and a one and a half hour service call with a technician I hired I still cannot send e mails from my Outlook program that I have used for years. He followed the directions provided by Telus an when he got Outlook to receive e mails, I got copies of every email I have received in the past 5 years or so. This program that they rolled out to all of their customers is not working. I want the system fixed and I want a refund of the $138.60 I spent to try to have a technician fix it after the Telus tech told me it wasn't their problem. L.F. Doty ([protected]@telus.net; phone [protected])

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Freddy Sr
, CA
Oct 14, 2020 3:09 pm EDT

Telus didnt have the email on their own servers to start with. they were hosted else where and recently moved to google. telus also does not support your 3rd party software. so you dont have a valid complaint here. Outlook is a Microsoft product. contact them for support with their product.

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9:07 pm EDT
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TELUS fiber optics to get it hooked to my house

account #[protected]
Sue Doble (Susan) e mail suedoble @telus.net
home address #36 3381 Village Green Way
West Bank B.C.
V4T 1L2
phone [protected]

For months now I have been given the run around regarding putting the fiberoptic into my site. When first tried there was rock in the line and could not be done at that time. We were told it would be done shortly.
If you notice I have contacted 1-888 811 2323 MANY times.
I never holler or use nasty words. I get remakes like we are working on it. We will send out someone on----date to redo your contract.
The last one is Oh we need to have permission from the park manager. Which was new to him. The neighbours in the park did not need to. Why was this something I had to do, and what good did it do me? Nothing!
The last rep did very good at telling me she knew how I felt and they will get in touch when its time to do. Now I've heard that one so many times I could spit fire.
To date 42 minutes October 28. In my conversation I asked for the head of complaints. Most of that 42 minutes was waiting to tell me they still can not get the manager. I told her No I asked you for the head of complaints in Canada. She said the manager can address it. I said no I want the complaints. Then she told me she would get a date and work order no to get it done she would call back.

Well she did call back. I just about danced a jig, but not one other time did this come through till I threatened with complaints. I looked you up well I had to be put on hold. She came up with a date and time Nov 6 between 11-01
I am more than disappointed with Telus. Everyone lies like a sidewalk and a crooked one at that. There is a problem when a person is lied to repeatedly, sent on a wild goose chase and you have to threaten higher up to get some action. Women on the street get quicker action than this. If this does not happen and be completed on the date my red hair will be set on fire.

So what do you have to say about this.

Sue Doble

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11:18 pm EDT

TELUS customer service

I called in to follow up my home phone [protected]) not working if dial in overseas. For the last 3 weeks of promises to call me back and solve the issues. Today I called in and the customer service name RICKY decided to give me a hard time. Interrogating me like a criminal. Put me on hold for the longest time as he uses the old tricks that if they don't like you they will put you on hold forever until you give up. Finally I spoken to his manager (Shane) and promise to resolve the phone issues.

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6:36 pm EDT

TELUS windshield damage from stone following behind telus vehicles.

2019.08.18
Roughly, 09:09 hrs. Give or take 2 minutes I guess. Behind a pick-up truck travelling westbound on the Yellowhead Highway (Highway 16) just east of the Kapasiwin exit. A stone thrown up from the vehicle hit the windshield. Large circular spreading style damage.
I asked my insurance company about this and they directed me to you.
The truck in question is white with an ID # V18512. But, I think I may have missed a digit. The Alberta tag was CBW-8441.
IMO, the rear mud flaps were way too high. I believe Telus is responsible for the damage to my windshield and should pay for the replacement. My vehicle is a 2014 Dodge Grand Caravan Crew.

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9:50 am EDT

TELUS cell phone plan

I have a loyalty cell phone plan of $65 and pay on time. I purchased an iPad for $25 a month for 2 years. I have another year to complete. I wanted to purchase an iwatch 3 and was told I could not until I increased my plan to $70 a month. I called 5 times. I have messaged x 2. I have lost out on a watch and $240 credit.
My resolution is to purchase a iwatch 3 in gold/pink enroll in easy payment and receive $240 credit. I do not think I have to have an activation fee for all this trouble.
Finally my original plan should be shareable so I never have a problem like this again!

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1:05 pm EDT

TELUS email

My email service has been down for 3 days. The company says it has been experiencing intermittent interruption service in my area. But, to me, it's not intemittent, I have not received nor been able to send emails for 3 days, although I tried many times at different times of day. My worry is that people trying to contact me have no idea of this issue and can only assume that I am choosing not to respond. When I talked to a manager at Telus, he told me that the sendres would receive a message saying the message was not delivered. I know for a fact that this is not true because I tested it sending myself a message from a different address. Therefore, my complaint is that Telus is giving misinformation to customers and not providing the service promised.

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1:32 am EDT
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TELUS unauthorized credit checks by telus

I recently discovered that Telus did an unauthorized credit check on my file.
I am very interested to know if anyone has had the same thing happen. It beaches Canada's privacy law to perform a credit check on someone without their permission.
If there are others who have had this experience, please contact me regarding a possible class action lawsuit.

Thanks.

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3:59 pm EDT

TELUS south burnaby, "area of concern" = intermittent mobile phone service

I have had the same phone, same SIM card and sat in the same home office for the last 8 years. In the last 2 months I have noticed a severe problem with calls fading in and out (loss of reception/transmission, not dropped calls.) I have phoned TELUS many times and put countless hours into talking with Vanilla technical support.

I am now being told that the South Burnaby Transmitter/ Receiver is an area of concern but they need specific examples. Like the fact I am having to ask them to repeat every other sentence is not a good enough example! I am being told there is nothing they can do. They have escalated my case but I may not have anyone reach out to me. This means the case is ongoing with no reception resolution in progress.

I am not starting a social media campaign as I suspect this is the only thing the ever brand conscious TELUS will respond to.

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3:08 pm EDT

TELUS customer service in store

The TELUS Store at the Cottonwood Mall in Chilliwack, B.C Canada

At approximately 10:00 am on Saturday, April 6th 2019

The 2 girls working at this store should be given a day suspension for how they treated me.

I suspended my service yesterday after misplacing my sim card. I spent a few hours yesterday at the store restoring my service, only to leave without service, because the girl in store, one of the 2 working today, accused me of being a thief.

I have managed to get my service restored via online chat, with a wonderful tech named Matthew, approximately 15 minutes ago, but I am not willing to let this happen to another person.

as a dispute resolution, I would be satisfied if their manager gave them a talking to. What a horrible way to treat someone.

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8:23 pm EDT

TELUS purefibre projects

In last November Telus was working in our area to install the fibre. on the end of the day the guy ask me if they can leave a bunch of cable in my back yard. They will come back to work next day. I agreed.
They came back and force a few time and then they disappeared, leaving a bunch of cables in the yard and they never show up till now!

I called Telus couple times since January and made notes to the fibre department to take away the cable. Until now the cable still stay in my yard.

I was so disapointed with Telus!

I can be reached at [protected].

Regards

David

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8:32 pm EST
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TELUS politics and propaganda

Recently, I have noticed Telus Communications has been supporting the so called "LGBT..." movement. As a Telus customer who has seen first hand the destructive behaviour involved in this lifestyle, I would request Telus to stay out of politics and/or "civil rights" movements. For further study, please look into Body Integrity Identity Disorder. This behaviour must be treated as such and not encouraged.

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11:40 pm EST
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TELUS internet

On 17th October 2018 Telus Internet was installed at my home in Edmonton Alberta, Canada.
The technician Has to take care of cancellation of Shaw services.
But he never took care and I still got a invoice from Shaw.

Technician was so un professional even we called him few times he never deal with us nicely. Finally I got it cancelled by self with Shaw. But I had to pay 169.70$ which I should not have to because Technician did not take care of it. I still need my money back from Telus.

So I called Telus Support 3 times in one week but they never resolved my problem. Every time they told me our manager will call you but nobody called.

MY experience with Telus is very Bad. Please dont Go with Telus because they do not care for the Customer.

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Hannabelle
, CA
Mar 22, 2019 10:48 am EDT
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When we moved to our new home in Victoria, B.C., we received Telus internet and Optik TV package from our daughter as a house-warming gift. It was a basic student package that my daughter had ordered, since she was then living here while attending university. The plan was supposed to be a 2 year plan that provided basic tv options and internet. We specifically asked for the internet installation to be placed at the right side of our home instead of the left side due to poor wireless reception from the the left side. The tech, who was a rude slob, didn't want to pull some wire to accommodate this new customer request. He proceeded to install at the right side of the house because it was easier for him, even though we said we would pay extra for any additional service needed to satisfy our request. For the past two years we have had spotty, garbage wireless internet signal. In addition, we had to wait over 4 weeks to get a modem box that malfunctioned replaced, and then got additional charges for that. Later my daughter told us she was not being charged for the original plan that had been sold to us, but that we were being charged for an entirely different, more expensive plan that we had never ordered - nor received! Trying to get a refund or credit has been futile. Call backs not answered at all, and wait times on the phone are typically 30 to 60 minutes or more, regardless of the time of day. When we finally got to talk to a customer service representative we were bounced back and forth between departments and given the run around. We resolved ourselves to cancel the service and go with Shaw. We are hoping for a better experience. The poorly regulated communications industry in Canada which is a virtual oligarchical monopoly is due to our crappy, successive federal governments who pander to these big corporate monsters. We the public as the end-user customers are treated as an expendable commodity that can constantly be gouged for more money (greed) with evermore less service. The real blame is our spineless Canadian politicians who are as useless as they are spineless. And probably corrupt as we see so often in the news with respect to government catering to corporations and not the Canadian public!

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2:11 pm EST

TELUS door to door sales claiming to be telus

Nov 22 at 7 pm, 2 young men came to my door in the dark wearing Telus white coats and holding a laptop, started to try to sell me Telus Mobility products, I asked for Telus ID they didn't have any, business card? nope, they showed me my name on the list on their laptop showing my name, address and telus products, I told them to get off my property and if they came back I would call the RCMP.
I asked for their managers name etc then they said they don't work for Telus they work for the Aquisition Group. So if Telus is giving this company my private information that would be illegal and it is bad business not to mention I feel very scared of that situation, two men coming to my house in the dark pretending to be with Telus. In the google search and on their website it says Telus is a client of theirs. So what is going on? [protected]@telus.net

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TELUS In-depth Review

Overview: TELUS is a leading telecommunications company that operates in the industry of mobile, internet, and TV services. With a rich history and background, TELUS has established itself as a reliable provider in the market.

Services and Products: TELUS offers a wide range of telecommunications services, including mobile, internet, and TV. In addition, they provide home security, smart home solutions, and business solutions, catering to various customer needs.

Pricing and Plans: TELUS offers detailed pricing options for different services and plans, ensuring transparency for customers. Their pricing is competitive when compared to other providers in the industry. Moreover, TELUS provides flexibility and customization options for plans, allowing customers to tailor their services according to their requirements.

Network Coverage: TELUS boasts a reliable network coverage that is comparable to other major telecommunication providers. Their services are available in urban, suburban, and rural areas, ensuring connectivity for customers across different locations.

Customer Service: TELUS is known for its exceptional customer service quality and responsiveness. They offer multiple support channels, including phone, chat, and email, ensuring that customers can reach out for assistance easily. TELUS also maintains a quick response time and high resolution rate for customer inquiries and issues.

User Experience: Navigating the TELUS website is a breeze, thanks to its user-friendly interface. Customers can easily manage their accounts and make bill payments online. Additionally, TELUS provides mobile apps for convenient access to their services on the go.

Customer Reviews and Ratings: Customer reviews and ratings from various sources indicate a high level of satisfaction among TELUS customers. Positive feedback often highlights the reliability of their services, while negative feedback may revolve around occasional service disruptions.

Innovation and Technology: TELUS is committed to innovation and technology advancements. They continuously introduce new services and features to enhance customer experience. TELUS also embraces emerging technologies such as 5G and the Internet of Things, staying at the forefront of industry trends.

Corporate Social Responsibility: TELUS demonstrates its commitment to corporate social responsibility through various initiatives. They prioritize environmental sustainability practices and actively engage in community involvement and philanthropic activities.

Conclusion: TELUS stands out as a reliable and customer-centric telecommunications provider. With a strong network coverage, excellent customer service, and a commitment to innovation and corporate social responsibility, TELUS is highly recommended for individuals and businesses seeking top-notch telecommunications services. Overall, TELUS receives a high rating as a telecommunications provider.

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Contact TELUS customer service

Phone numbers

1866 771 9666 +1 (416) 940-5995 More phone numbers

Website

www.telus.com

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