Telus Reviews

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.

Terrible service. Had it from May till August. Had to cancel because Had a bill of 1200 dollars. Now they want 2700. Not gonna happen. Money hungry and takes forever to talk to a live person and nothing gets done anyway. Don't waste your time and money. Go to Rogers, best service and way cheaper. Zero stars

Worst telecommunications company money can buy. Users pay monthly rates and we are subjected to long wait times and subpar service. We have yet to have download speeds that can adequately stream to our TV with a fuzzy picture or buffering. And the on hold music makes me want to poke out my eardrums, so depressing. Clients must wait, why wouldn’t Telus have more upbeat music to listen to? Look the options aren’t great for a phone/internet/tv provider, but you might have better luck with Rogers.

It is amazing that this company still exists. Sure, it's stock price is half of what it was 5 years ago, most review sites give it a 1.2 - 1.3 Star rating, so why do people continue to take consumer abuse from this company. Website is antique, riddled with errors, "try again later" pop-ups, and is unfunctional. So, head to one of their corporate stores and feel like a ghost, nobody cares you are there, you wait and listen to staff chat with their family members, shuffle paper, and pretend not to look up because they might be requested to assist.

Telus is most likely the worst company I have ever had to deal with. I would avoid using them if possible. Their customer service is absolutely abysmal. The pricing is way too high. The billing is convoluted. I can only guess that their approach is to make everything so difficult for customers that the stress of contacting them is not worth it... and one just keeps paying ridiculous costs or continues living with substandard services.

I would give a big fat 0 if I could. I boycott Telus YEARS ago, and they call me 5-8 times a day. I will NEVER use them again. Their service was so bad and customer service was even worse that we cancelled them within weeks of switching over. F* off already! I will not support you and I will tell everyone I know not to support you. STOP COLD CALLING!

Whether it's their AI that can not understand a word of English, or their actual employees answering phones, or the people doing installs that will destroy your property and not restore it, these idiots are the most incompetent morons you will ever encounter. Stay away from Telus if you value your sanity. They will turn any 5 minute issue into 3+ hours and then when you point out how useless they are, they get upset and demand respect.. Don't respect my time, I don't respect you. Period..

Absolute worst customer service I have experienced in a long time. Had trouble with a subscription so thought I would try the online chat, well huge mistake, goes nowhere, tried the 1-844 number from the Telus website for customer service, nothing but static. Tried another 1-888 number. Sat in silence for 10 min, not even a menu to choose from. Ended up going to the mall store to cancel everything.... Avoid this provider.

I wish there was a 5-star negative comment to give to companies like Telus. If you value your credit score, stay away from this company. That's all I am saying. Every time you are a few days late, they will report it as non-payment or late payment.

The worst service and prices. Idiots. On hold for hours. Use Explorenet for Internet and Vonage for home phone for 15 a month. Cancel cell service and sign up for TELUS pay and talk for 35 per month unlimited talk and text and 3 gigs.

Avoid, avoid. Avoid. Bills are often incorrect with payments not credited and improper late charges. Customer service is terrible with interminable wait times and agents who cannot provide answers or service.

I wish I could give Telus Home Security zero stars. They lure clients with misleading offers and fail to mention that you’re signing a three-year contract. Once you find out, it’s too late — you can’t cancel unless you pay for the entire three years, even if you no longer need the service. The equipment is overpriced and almost useless if you simply want to secure a normal home. It feels like they trap customers with fine print and don’t stand behind the value of what they sell. I feel completely deceived and disappointed. I would never recommend Telus Home Security to anyone. Be very careful before signing anything.

Today I had the opportunity to deal with Lily and Colin at the Station Mall kiosk - Koodo/Telus for approx. one and one-half hours. Five Stars is what I would give them both for the way they handled my problem. I don’t think that I can say that about the Telus people they were dealing with but these two- Lily and Colin- did all they could do to help me. Thank you both. Also compliments to Lauren and Jacob in the Telus store for giving me excellent advice and directions.

I gave Telus a chance for both mobility and internet services. Unfortunately, it turned out to be the worst customer service experience I’ve had since moving to Canada. Dismissive attitudes and a complete lack of empathy made it impossible to continue. I had to ditch the because the service and support were consistently unacceptable.

I am utterly surprised they had 1.2 if 1 is the lowest. They are thieves with answers. Ruin your credit and have you go through the stress of gathering evidence to prove they're wrong only to give you 'we apologize for the inconvenience' long after the damage has been done. To top it off their network isn't the best. I'm surprised they are under Bell.

I went to UK from Canada. I used a chip from UK to put in my phone. I didn't make any calls or texts yet I was charged roaming fee. When I phoned for a refund, AI couldn't answer my questions. It took over two hours of my time with two team members trying really hard to get a refund, in the end I settled for half because I couldn't wait any longer. Last year I went to UK and they tried to charge me roaming fee for calling myself but it was slightly easier getting a refund. It's unbelievable that we are in the year 2025 and it takes over 2 hours to get a refund of 7 dollars. Crazy, maybe telus thinks our time means nothing and by making it really difficult we will give up and let them take our hard earned money.

I had to give them a 1 star but would've given them a 0. I was moving and setup a move with Telus. Was informed my new place didn't have Optik and they needed to set it up before the tech can finish the move. That contractor came and worked for an hour at that point informed me that he didn't have the right ladder to complete the job. He said someone would contact me and we were left with no internet or cable for 5 days. No one from telus contacted me, unless I called them. Every time I called they said they will get the tech to come set it up, but still didn't have optik in the building. So they were just running in circles and no answers or timelines. After 5 days of this, I cancelled my subscription with Telus and that took 2 1/2 hours which included being put on hold 6 times, once for 40 minutes.

Warning: Telus engages in deceptive contract practices. I am trapped in a cycle of misinformation regarding a simple in-person sale made during COVID. What started as a 'trial' quickly became a financial trap. Every attempt to cancel has been met with a different, exorbitant fee based on a newly invented contract length (2 years, then 5 years). ​They are currently telling me my contract ends November 2025, contingent on me calling back on a specific day to pay a \$100 fee. This constant shifting of the goalposts is proof of their scamming tactics. Do not trust them. I am done with Telus forever. ​This pattern of changing the contract length and cancellation fees at every touchpoint sounds incredibly deliberate. I'm sorry you're still dealing with the fallout of their confusing, high-pressure sales tactics.

Did you know that most Telus customer care phone numbers have been high jacked by scammers? You put a call through to them and ask to speak with a representative. He forwards your call to a so-called supervisor (who is a scammer!) and he starts to ask for your personal information. Interestingly, he’s able to see the details of your Account (which convinces you that he’s genuine). Dear customers, please run away from TelUs, everything about them is fake and they have scammers amongst their staff. It happened to me back-to-back in 2 days!

Really surprised they get a rating of 1.2, should be much lower. A great product with terrible customer service, we spent over 10 hours requesting updated digital boxes, then finding the new remotes are not as user friendly as the old ones. Also the TV guide has a very slow response time.

I was a Telus customer for five years but left due to poor customer service. I returned earlier this year, hoping for a better experience, but unfortunately, the service has been even worse. A customer service agent misled me by claiming that to receive a discounted rate on a home phone, I would need to sign up for cable TV—despite my clear and repeated refusal. He assured me I could cancel the cable service after two months without incurring any charges. I never opened the cable box that was sent, as I had no intention of using the service. I returned the unopened box within the two-month period, yet I was charged approximately $400 as a cancellation fee.

I have been on and off with Telus for about 20 years and every time I went back they have gotten worse. This is the last time for me, I really believe that people should get another chance, but they just don't get it. Taking all my Telus business and leaving them forever.