Telus Reviews

Wow, just one month in and a family plan of 5, for some reason I’m being charged $762.70 for two months! But monthly is not even close to that amount, of $160 per month! Oh and they charged us a $90 long distance bill for a 70 minute phone call to Amazon Canada for an issue with an order! Ffs we are supposed to have Canadian and American long distance but turns out we only have Canadian wide calling only. The phone calls constantly drop, lots of breaking up and static, text messages often don’t send or receive, shotty all around service with often just one bar. Their customer service is next level HORRENDOUS, I didn’t think that it could possibly be worse than Roger’s, but sadly it is. I thought Fido/Rogers wasn’t the best, but it’s Literally better by a mile than Telus! But still Fide/Rogers don’t let your head swell, since you’re also terrible and just a wee bit better than your competition!

Do not get started with this company because one day you will have to cancel and it will be a multi-day multi-agent battle to get it done.

DO Not use this company. Have used for years and can't get some very simple help. DOOR sensor is not working, we replaced the battery and nothing. We called them, they say change the battery, we tell them we did. They won't help us with a new sensor. So yeah we are looking for a new company.

Do not deal with this company! They are scammers and do not cancel accounts when you ask them to. You get confirmation of cancelled accounts but then they still bill you. I was scammed by an employee. The number that called me was verified by two Telus employees while I was in their store, the manager called me back after I was disconnected, they said yes answer it that is our number. I reported this to my bank. They cancelled my bank account. Telus kept billing me. I kept calling. I have a credit of $11.71 on my account yet they reported missed payments to Equifax! I am so upset and angry at their lack of accountability. They refused to make it right and the manager told me that they are frequently phished by scammers by the number on their website. If you know this do something about it. Don’t tell customers to use the chat box instead!

I signed a contract for a new iPhone 17 and the staff in the Lynn Valley Telus Store was incompetent and rude. They tried three times to set up the phone and each time I waited for a very long time while the agent seemed to be using "trial and error". Finally, I asked if there was anyone else who was more familiar with iPhone 17. At that point, the agent would not talk to me. Another agent (possibly a supervisor) came and fixed the problem quickly and then informed me rudely that I CAUSED THE PROBLEM.. Unacceptable on every level

I was frustrated with Shaw/Rogers, so I was skeptical, but I decided to give Telus a try. I HATE that we only have 2 choices for TV/Internet. The sales people told me they would be there for me if I had any issues...They could fix pretty much any issue. Well, we had it installed, and already I am frustrated. I called the store today and I have to call customer service...They can do nothing for me. Last night it took us 15 minutes just to start watching TV. All we had was error messages.

Upon trying to account information resolved after dealing with the Telus Fraud Dept, it was required to re-add the account number to the new Telus App. But due to the lack of understanding the needs of clients & providing accurate information, they suggested "calling back to reach another CSR that can better assist you". This is service? They need to hire persons with experience and not people with NO SKILLS dealing with customers. This needs to be brought back to North America and not overseas for cheap labor costs. You get what you pay for - Cheap labor cost = Poor CSR.

Haven’t even had my service with Telus for a week yet and I’m already very frustrated! I thought it would be better than Fido and Rogers. I’ve noticed a few times h that trying to send a simple attachment or photo through text or email has been lagging for over 5 minutes, and I’m in an area that should not be an issue. I’ve also noticed quite a few calls being dropped or I can’t hear the caller or vice versa, regardless of these areas never having an issue previously. I specifically said I needed visual voicemail. It’s been 5 days and it’s still not working.

TELUS has to be one of the worst companies I have ever dealt with. Customer service is absolutely terrible. Trying to talk to a supervisor is NOT POSSIBLE. They keep transferring you from one department to another until eventually the line disconnects. I changed my old contract to a new one, and three months later I am still being billed for both accounts. TELUS told me that it was my responsibility to call and cancel the old one. Seriously? Once you open a new contract with the same company, the old one should automatically be closed. I was also told that the new plan would be cheaper, but instead I’m being charged $14 extra. I was promised three months free, yet they started charging me anyway.

Telus is pathetic. They’re brutal. They charge triple anywhere else. Their customer service is a joke. I can’t stand Telus. Pathetic pathetic.

Worst ever customer service. If you want to talk to a supervisor they say you have to wait on hold until you finally give up. They lied about the cost of my alarm system now set at now triple what it was.

Telus is the worst cellphone and internet provider I have ever dealt with. They charged us for a home camera that never worked and my husband kept telling them it never worked but they argued they never listened, he was asked to pay something like $16 for their service and my husband refused to pay for no service, now to find out that they reported us to the credit bureau yet they are the ones who never provided that service to us, taking advantage of customers, so this was our first time to get our name reported and the worst part is that they never provided that service to us, and guess what they are now asking us to pay over $500.00, and to show how they are so sneaky. They did not even send a statement.

Telus is the worst cell phone or internet provider, and the fact when you call for help, you have to wait a long time to talk to someone, then you can speak to anyone from any country, and their English is very bad most times, that I have to continually ask them to repeat what they said, then I had a rep come to my door and ask if I was with telus. I said I had internet, she said "For you have a security system." I said no, she offered it to me, and I said I could use a landlines for my printer/fax machine, she said she could do it then asked who I'm with for my cell, I said a different company she said if I come to telus, I could get a new phone, I asked her when I could get the phone. She said immediately, I went to a store the next day, and they said the person who offered me all this was a 3rd party telus representative, and that I don't get a phone so I've totally will never ever trust telus again. A very few people I talk to can I understand their very bad English.

We have been without a landline phone in Calgary for almost 7 weeks. After numerous calls to Telus and other technicians trying to solve the problem finally today a technician was able to get it fully working. His name is Mohit **. He was here about a half hour to fix the problem. We want to say how professional, knowledgeable and efficient this individual was and he should be commended for the work he did. Thanks again Mohit.

I've been having issues with Telus for a number of years, yeah, yeah I know why stay with them? I dont know. The web site interface never works right. Some parts do, other that allow you to make changes dont. I compain ask for change, yet it never comes, Recently I moved. I contacted Telus to move my service, was given a date for the 18th of June, as some work they claim had to be done. They never showed. Instead they changed the date without asking me, or even consulting me. Second date a few days later came and went.

I was discussing my bill, trying to understand it, the agent was very rude, no patience to explain. Very rude, I think her name was Lucy or Lisa. Didn't try to make the situation better. I work in retail, I know how customer service works, and her customer service was terrible!!

I switched from Telus to Koodo. Which is still telus. I didn't receive any text (this is how I got my bill for the last 9-10 years), no bill in the mail, no phone call, nothing. They said I owed 55.23. The put me in a collection agency, it lowered my credit score. They admitted to not sending me a bill or notice or anything! They didn't fix it. I contacted the BBB. Absolutely terrible company, do not go with telus. You will regret it!!!!

Telus provided a lemon Google Pixel 9 Pro. Speaker and microphone stopped working. Got it fixed and then failed again. Their resolution was to have me pay for the rest of my contract to switch phones. DON'T USE TELUS.

10+ years with Shaw. Never had billing issue, always charged the agreed on mnthly contract fee. Switched to Telus (mistake). Internet Ok, billing is a mess. Even though on a 2yr fixed contract, every month since Aug/25 has been a different amount (higher) and I have to call & email to get the credit and remove service fees. Even after I finally got through to Telus HO and agreed on monthly figure, next 2 months are still messed up. Also, get repeated calls from their marketing people trying to upgrade or sell another plan, even though I am on a contract.

Received a call today - local number displayed. Took a while for the person on the other end to connect (assuming it was connected via a dialer). I answered, politely, and the woman on the other end started off with, "Hello, I'm calling you from Telus Mobility, how are you today", to which I replied with I'm well, but I'm sorry, I am not interested in anything from Telus Mobili...." I didn't even get the full sentence out before she hung up. I do have other Telus services, which is why I believe they reach out to me so often, I'm happy with my internet - but unhappy with the unprofessionalism of the people who are dialing for dollars. You catch more flies with honey Telus - do better!

My Company had Telus Business Security installed a few years ago. Now the system is completely messed up. I get up to 12 emails a day telling me my system is not working. This has been going on for months. I have tried everything to get hold of a human. I finally got a lady with an east ** accent.. very strong, and she told me, me a 72 year old business owner, to climb up a ladder in my warehouse and reset all the monitors. I said "are you kidding me?" then she hung up. I think the Telus motto should be Telus.... we don't care. The worst company I have dealt with in 40 plus years.

Went to Golden Telus for a simple repair, what should had cost 150 ended up costing me 350, they not only overcharged me but put in used parts which where faulty, took them over a month coz their buddy in Calgary couldn't find a used parts rather than a new part yet charged me double for it, not to mention that it took a month rather than a week

The worst service ever if needing a problem resolved. First off difficult to understand their reps as they have strong accents. Second you have to repeat yourself at each level it is escalated. You get different responses for the same issues. All the providers in Canada are the same and I wish that we had more options to generate better service. I only stay with Telus because they have good worldwide coverage and we travel a lot.

Gross amount of wait time...As I am writing this 1 hr and 27 mins on hold....I've read the reviews....seems they don't give any cares on their wait times or this major complaint wouldn't happen all the time....Clearly they don't care as some have no option....

The only thing they are good at is charging your credit cards, I got charged for roaming on a phone line that has roaming option and also has roaming on it.

It's impossible to contact them and they just bought the monitoring Centre and have ruined the alarm monitoring services totally. No tech support. Cancelled my account in April even though I have paid till July 2026.

The service is horrible. The cable box is glitchy. Won't load. Takes forever to change channels. Internet is alright. Cable is crap. I will not be renewing my contract. I highly recommend going elsewhere for service.

The only reason that they get one star is because zero stars is not an option. What a terrible company to work with. Useless on every front.

I had a very disappointing experience with TELUS when setting up my home internet. I was told that since my address already had a panel installed, I could receive a special offer with a booster for $50/month plus tax, along with a $200 credit. After spending hours on the phone over multiple calls, the booster they sent did not work. Eventually, I was told I needed to upgrade my plan to $60/month plus tax, and initially, I was also asked to pay $200 for a technician. After a long discussion, they agreed to waive the technician fee, but I still had to upgrade the plan.

I wanted to cancel my home services and had to call multiple times, with long waits and transfers from one department to another. At one point, I was on hold for about two hours. One rep tells me I have a credit, another tells me I don't. The worst experience with such a company. I hope I find a better Cell phone carrier for my mobile services. So I don't have to deal with such a company. Overall very bad experience with Telus.

Been using Telus Business Connect. When I try to get any help on using the service, it is insane. The online service page only comes up with error messages when I try to submit (I've tried several times over the last few months). When I call on the phone, I am on hold for 20 minutes minimum. Today, my static-filled call got dropped, and when I called back (and put on extended hold again), I was transferred to someone who said I shouldn't have been transferred there and transferred me back to someone else who put me on hold.

Don’t switch!! Not a seniors friendly place to do business, customer service and their gear are not easy to navigate, Shaw is the clear choice for ease of use. Erica from customer service (billing) is vile!

We thought we’d switch to Telus to give them a try with the great deal they were offering. Turns out it was a very bad idea. They said a technician would be coming to connect us and there would be no charge to us. The agent was on speaker phone with us, the technician and a neighbor, all of us heard him say the fee would be waived. Also offered us a $100.00 sign up fee. Both of these offers were not true. We switched back to our old TV/internet provider within 1.5 days. Our first bill with Telus is totally outrageous. I was contacted via a virtual assistant and offered $100 off our bill but that offer seems to have disappeared as well. Technician that came to set us up said to call with any issues.. Called him back the next morning and was told to just keep playing around with it and we’d get it eventually…

Telus is a blood suckered! Poor customer service, very rude. Ripping you off hidden charges. I'm very disappointed. Not friendly, very expensive, no consideration for a long time customer. Manuel the customer service was very rude and uneducated. No telephone manner.

I’m extremely disappointed with how Telus handled my account when I switched providers. After cancelling my service, there was apparently a $25 cancellation balance remaining on the account. Instead of making any effort to contact me — no phone call, no email, no notice — they sent the balance straight to collections. For such a small amount, it would have taken minimal effort for Telus to reach out and give me the chance to pay it. I would have paid it immediately if I had been notified. Sending it directly to collections without any attempt to contact the customer first feels completely unnecessary and unprofessional.

I have been a Telus customer for over 20 years. I recently returned from a 5 day trip to US to find I'm charged $80 roaming over my $90 per month. I just changed to freedom for for roaming and $40/mo for 100gb data. It was a happy day a year to change providers.

Telus is a real SCAM! They want us to pay for the termination fee despite of bad service and very poor internet connection. We are only getting 25mbps out of 115mbps and they can't do anything about it. They even charge us for the technician service for $200 to check our connection. No to Telus anymore!

Telus has given me unresolved problems over 4 years! They have my telephone, cable & internet services, all of which have been extreme problems without being fixed. Of course, the many hours waiting on a line, then getting a long line of reps in their turn who duplicate their actions to no purpose. 2 decent techs came out, said the copper cable line from my house to their station in the alley needs replacing. 2 appointments - no crew showed on day to come. 3rd time an external contractor came with a note to install some unknown DIY service for $200. No follow-up by Telus each time. Now their Customer Disservice line doesn't even allow the the option to get a call-back!

Telus holds you hostage if you want to cancel or change services. The aggressive upselling and the reluctance of agents to process requests without interrogation is frankly not worth the frustration. I would NOT recommend Telus for this reason alone.

The worst customer service, lack of human contact, useless AI, long waits, not enough qualified agents when you DO reach a human, and unresolved issues. TELUS does not care about their customers, they care about profit first.