Telus Reviews

When terminating the contract, you need to pay about $650 for the equipment. This is not stated anywhere and no one tells you this when connecting. When canceling, it is impossible to get through, I just switch from one agent to another. They cancel the internet from the next month to charge me for another month. This is the worst company I have ever come across in my life. The employees are not knowledgeable, they do not accept the return of equipment like all companies do.

TELUS Is very bad company; their staff is uneducated. They created someone else account on my name. That person is not paying payment and my TransUnion SCORE is going down day by day. I Will take legal action if my issue will not resolve today. That account number - ** Mobility.

Telus is intentionally preventing customers to speak to its customer service staff forcing us to use their online services that are not very helpful in resolving issues. Their website don't even list the customer service number - keep diverting me back to their online tools that can't help me. Their AI is crap - gives weird responses. Telus keep adding charges. Having a two year contract means nothing to Telus when they keep changing my contract terms and raising my monthly bill with no explanation. Had to resolve it three times this year - each time, I was told this was an internal oversight.

Worst service ever. Not recommended. These people do not try to help, they only keep shifting you around. On the phone for three hours to get a new Telus box that would support the service they sold us.

Worst service, they deserve 0 stars but unfortunately can’t leave an honest rating. Unethical salesman and incompetent customer service. Salesman sold a package including high speed internet, when technician installed security system, he asked for internet information, I told him I cancelled because he’s supposed to install new connection. He explained that the service is not available in my area. I called customer service immediately to cancel spent hours on the phone and the agent assured me it was cancelled. Now I received a collection email, spent another 3 hrs on the phone only for them to tell me that the agent didn’t cancel it yet my conversation was recorded and she’s aware I cancelled. Makes me wait another hour only to hang up the phone. She’s tried to scare me with a balance of contract when they initially broke the contract by not providing the full service….lol. Do yourself a favour stay far away from them.

Horrendous customer service. I’ve been trying to cancel my Telus service and it’s been a nightmare trying to do so. Trying on the phone has been unsuccessful, get put on hold then promptly disconnected. Trying on the Telus website is useless, I either get automatically logged out, or the website is “experiencing technical issues”. It’s as though I’m being held hostage by Telus.

Telus continues to call me daily with marketing efforts after being asked to stop. I use Telus internet which is likely how they have my number. I’d recommend dropping all Telus business and avoid any future business with this company.

Telus is the worst company I have dealt with in the last 33 years in Canada. They offered me a deal on internet service in June 2025 and I accepted it. I was given first three months free service and thereafter a discounted monthly fee for three years. From day one, I have been charging the full price and thereafter first three months were not free. I contacted the billing department and the customer service representative initiated a ticket and after a couple of weeks the ticket was closed without resolving the issue. I contacted the sales person and also, contacted the Success Manager (Unsuccess Manager in reality) and I was told that I would be contacted within five business days but, two weeks is gone and no response yet.

Worst customer service in the industry. Overcharging is their number one priority. Customer retention department is the worst. They wouldn’t give me a deal unless I obtain cell phone from them. They would like charge for cell phone even if I use my own.

Horrible on so many fronts.

Called me and said for their customer appreciation they would like to give me all sorts of great deals. I foolishly was talked into on. The agreed price $210 for the first bill and then $130 after. My first bill: $430 WTF. Now trying to get a hold of them is next to impossible. A comms company that has the worst comms in the world. Their app is the slowest app on my phone, behaves like I'm on dialup. Their websites load just as slow and want to do anything to avoid giving out a phone number to call. When you finally find it and call you get the pleasure of waiting stupidly long for them to answer you. The longer you have to deal with them the more angry you become, it seems like they are trying to make you mad. Worst company I've ever dealt with and I work in construction where there are many foul players but none as bad as Telus.

I have Telus call me regularly to promotion. Every time I say no thank you the service reps immediately hang up. Kind of rude. We also use telus for our business internet and phone. I has on the phone for over 2hrs and spoke with 8 reps, explaining issue each time. None of them could help and would push me to a different department.

Hire more people to answer your phones. You guys disgust me. Nobody has time to wait on hold for hours or want to talk to your ridiculous robot. It’s really hard to believe a billion dollar company can’t hire a few more workers.

I was charged $72.00 and they agreed it was a mistake. Spoke with their agent and was sent an email acknowledging the error and that it will be removed from account. Months later I get an email from a collector and is sitting on my credit report. Tried to connect with Telus and they still won’t remove it. I would never use their services. Terrible. This still hasn’t been resolved!

Contract ended with Telus & phone was paid out. Plan was cancelled, telus kept billing for one full year, then sent bill to collection agency & they have finally quit calling after 8 years, yes eight years, all round horrible service, poor customer relations, if you ever are able to speak to a real person its very difficult to understand them as seems most are from 3rd world countries, telus is a total disgrace that has to be a government funded operation as it cannot see them being in business & staying afloat.

Not sure where to start. Too many companies clustered together. Why can I buy a phone after making a doctor's appointment? Should not be connected so easily online. Website's very BUGGY. Nothing works properly. Broken links etc... ahhhhh.

When trying to pay a bill online every time.... "Sorry something went wrong on our end".... If they cannot let you pay easily how can they run a company. Frustrated. The AI at the front end is just more frustrating. What is wrong with the company.

Been on the phone for 2 days trying to get Disney Plus and am just getting the run around with them. Very bad experience on phone and no communication on Telus app. If there was a cheaper and better TV provider I would go to it.

I have a business and a personal account with Telus. I honestly have not dealt with a worse company than Telus for customer service. When something goes wrong and you have to pick up the phone and call them be prepared to be on the phone for a long, long time talking to robots and being put on hold waiting for the next available assistant. When a live agent does finally answer you will be very lucky to get someone that speaks clear English and you'll be lucky again if you connected with the right department. If you are forwarded to different departments and cut off be prepared to repeat the whole process of phoning back and answering the same questions over and over again.

Recently I have been experiencing Technical Difficulties with my Television Service. I called and they sent me a new Cable Box. The problems still persist. I called back and they told me they would send a technician. Today the technician was supposed to come to my home between 1-3pm. No technician showed up. Now I have been on hold for 2 hours and still waiting to be connected to a representative. 5 hours in total so far today waiting for Telus between the no show and being on hold.

1 star because Telus absolutely spams me with phone calls, I have asked numerous times to be taken off the call list. No respect, no integrity, just incessant spam every week! Imagine if they showed up at your door, knocking, every morning. No one would find that behaviour acceptable, I don't see how this is any different.

Telus stay out of the bussiness. Regarding security systems you really don't anything it and trouble with getting my info on their end. Alarm systems going off for no reason. You need to teach employees better training.

Telus customer service is horrible, I’m so sorry that they took over ADT. One of the best companies. I cancelled my alarm with them back in June 2025 and keep getting texts saying I overpaid by 20.79, I called multiple times asking them to forward me the refund cheque since I won’t be needing a service with them. I called every week and so many lies, the well known quote “the cheque’s in the mail”, it’s now September and I still have not received my refund. Their customer service is poor.

Absolutely the worst experience I've ever had with Telus. Their sales team is quick to sell products they clearly don’t understand, leaving customers completely in the dark. I ordered the Telus Business Hub as a backup internet solution for my business, and was promised by a representative that I’d receive an email with shipping details. It’s been two weeks—no email, no tracking, no clue where the device is.

This is my first time as a Telus customer and it will be my last one. I am just waiting for the contract to finish. Very disappointed with the technician. They are never on time for their appointment, even though you put as a note "please be there at". They just simply do not care. I am so disappointed. Now we have more companies for internet I think we should give them a chance. Not good Telus... So sad!!

Horrible experience. The worst of the worst customer service all over the country. How can a company survive like this? They give a shit about their customers. Having six lines and nothing but trouble with invoices, pricing and promised features which never worked.

I'm extremely unhappy with Telus, my internet provider, and here's why. They claim I received an overpayment but say I didn't. It's a total mess and when I try to contact them, they waste my time rather than solving the problem. One hour of my time gone, no resolution. Worst part is Telus automatically put me on a high-price plan without my input. When the bill arrives, I'm shocked. Their customer service is abysmal. Plans aren't affordable, service is bad. I've been with Telus for two years now, and I'm thoroughly unhappy. Not worth it. Avoid Telus if you want decent service and fair pricing.

I’ve had a truly disappointing experience with Telus Mobility and Security Services. From the very beginning, the customer service has been among the worst I’ve ever dealt with—unprofessional, unhelpful, and often outright misleading. The information provided is inconsistent, with repeated false promises and lack of accountability. Calls are blindly transferred without resolution, and agents often lack even basic knowledge about their own services. The overall service quality is unacceptable—full of delays, misinformation, and frustration at every step. Based on my experience, I cannot recommend Telus Mobility or Security services to anyone looking for reliable support or professionalism.

I recently moved to the farm in Hamilton ON CA. There is no reception where I conduct my business. I have been a customer over 30 years and brought it to their attention several times with no resolve. Telus does not follow up. I can't receive their calls when they do call. The area is underserviced with outdated equipment and customer load greater due to the influx of new residential developments. I am in the field most days with no ability to connect with customers. If I do get a signal it is because I stand in one spot in the house pointing the phone in one exact direction.

I have been a long-time Telus business subscriber 10+ years and have never even considered switching carriers. BUT lately, the amount of phone calls I receive every week asking me to add more features etc. has got to stop. Every time they call, it is from a different number so I cannot even block. Honestly, it is more frustrating than the scams call I receive. I ask and ask and ask for them to stop calling, but they are relentless. I am so frustrated, but more disappointed that this is the service now offered by Telus and that you have resorted to this type of harassment to your customers

They continually harass me with marketing calls about some scam incident with the security system...only when I am out of town...and can't write down the info to call back.. Don't answer when I do call.

Ender a manager has the worst customer service skills ever. I was having issues with Telus and Koodo around my phone not working properly and paying the bill online (as their payment system keeps giving me error messages). Ender says " well you get what you pay for". He says "koodo is a value brand of Telus". I took the matter to the CCTS and Ender responds by saying that the CCTS can't make them fix this situation. He goes on to say that if you're not happy with their customer service, we are free to look for another provider. Worst customer service ever!!! This guy needs retraining in customer service desperately.

Do not use this service. Customer care reps are not competent, there will be extra charges on your bill that you were not made aware of and then the explanation is that you don't understand and they are "normal charges'. Did not receive the discounts promised and they've refused to make an adjustment. This is my second experience with Telus and bad on me for not learning from the first, thought after three years things would have improved. Find a different carrier, you've been warned.

Can I give 0 stars? I've been a customer for 30 years. Usually I negotiate 2 year contracts. Two weeks ago, I did an internet upgrade and changed my Optik TV plan. After a few days, my internet speed didn't improve. A technician couldn't help me over the phone (e.g. reset modem, etc). So, they had to send out an in-home technician. I was give a 2 hour window. I waited. No show, no call. Telus told me he was delayed and would show up later than planned. Again, I waited. No show, no call. So, I had to phone Telus again (brutal in itself).

Why do I have to wait on hold every time I call in (which is not often) 45 minutes to over an hour? Horrible customer service answering the phone. I have been trying to change over to their phone service, but I think not.

Unorganized brain dead ** that work there. Over 12 hours of being on the phone with these guys, being transferred from department to department only to be told what our tech is setting up for us isn’t possible. So we sign up for a different plan and then the next day get contacted by our tech saying he was able to get the work order to set up what we like. There is no training here, goofballs who know nothing who pawn you off to different departments full of different goofballs when they can’t answer your question. These guys take days off your life. Do not sign up with Telus, they are the absolute worse.

My WORST provider experience! Laggy, not so fast, terrible router with no functionality and unbelievable HIGH PRICE. Customer service is terrible, sorry, but I don't understand that accent!!! They even didn't try to pronounce words: "dis is telyus comyunity servisis" and then absolutely total mess.. They help me 0 times from 15-20 calls. Always nothing.

I wanted a Telus internet connection and so a Telus agent called me at 6:02 pm EST and shared the quote. It was a good offer and I almost took it and when I asked the associate to give me 24 hours to decide she started saying "This is a No Brainer". She quoted the statement 3 times during the interaction. The statement felt so offensive. It felt like she is indirectly calling me Stupid, which is very offensive. Telus seriously need to train their associate to speak proper English. With such associate selling me a product, even if you are selling me the best internet in Canada, I would not want it.

Horrible customer service..they keep making mistakes and blame each other for it. Every person you talk to gives you a different answer. You have to wait an hour to get through..then they transfer you to wait it all over again..you can hear a bunch of them laughing and chatting in the background, not taking calls.

We simply wanted a corporate account and was transferring our consumer account. It took multiple calls, a week and a half and a lot of frustration. They had no idea what they were doing. Very unsatisfied.

Jasvir ** a solution advisor helps a lot at that time needed. Thank You. He did fix needed adjustment and fixture needed. It is way back then. Recognition needed for a work well done. You are an asset to Telus. Nobody is perfect but you tried.

I received several inconsistencies in service and pricing. It is such a large company that I found there is a lack of regard for the customer or rectifying a situation to benefit all. I will never do business with Telus again due to the lack of trust.

I had problems with my TV so I called Telus tech department and I got transferred to a person in India. After a long conversation, her telling me that there was nothing wrong with my cable box, she hung up the phone on me after she said I’m not putting up with this “s*i*”. She called back and I asked her why did she hang up on me and she said she didn’t which is a big fat lie. She only called back because I told her I wanted to talk to the manager so she got scared. I told her I wanna talk to the manager and I didn’t want to speak to her anymore. She then kept calling me from different phone numbers and got her coworkers to call. I picked up the phone after many rings and she was pretending to be a manager.

Corrupt company. NOTE: if you are already with Telus, when you come to cancel ensure you have: 1) audio of the phone call with agent when you go through the canceling process; 2) video evidence of packing up their equipment for return; 3) Canada Post tracking number evidence of sent/receipt by company; 4) most critical is to ensure you are not on automatic payments BEFORE you cancel; 5) take screen shots of final bill BEFORE you cancel, including final bill and $0 due after you paid it. All of this evidence may become critical as they will try to scam you, as per not only myself, but several members of my community who warned me, which is why I recorded the conversation when I called to cancel, and quickly gathered all information from my account on their website.

17 days without any Telus services, 5 scheduled repair tech appointments, of which 2 were a no show, still no help from Telus. Currently on the phone, so far 58 minutes on hold. Trying to book yet another tech appt. Riddle me this - how many Telus techs does it take to fix any issue? Apparently it is all that are currently employed by Telus in the Calgary area. Worst provider ever!

I mean besides having some of the rudest people in customer service, they won't work with you to solve any issues. First I was charged for a bring it back phone that I had returned to a Telus store after getting the run around about where I could do this. The telus rep gave me an address, I went there and they looked at me like I was from Mars. These guys said they have never take phones back and gave me another address. I went there and it was just like dejavu. Nope, the did not and never had been a place to return the phone. Finally, I called a store in WEM. They said no problem. Jesse looked at the phone confirmed it worked, was reset and there was no damage. I have the paperwork in hardcopy and I scanned it to make sure I would not accidentally lose it.

Telus is THE worst service provider EVER! Service is subpar. Only time they actually speak to people is when they’re trying to get them signed up. Left us without TV/internet for 5 days - after waiting hours (all day) on the phone. Cancelled everything! And then charged us $736.37 in extra costs! Sickening! We need competition in Alberta, Canada! Highway robbery.

I have been waiting on a Upgrade to my security system for 5 Months. When I call no one can show record or give me a update. I give all my info and the response "Someone will reach out to you on this shortly".... STAY AWAY!

Horrible customer service! I will be switching all my Telus phones and tv/internet to a better company like Bell or Roger's. When you try to call they leave you on hold for a minimum of an hour and they try to do as little as possible.

I was on the phone trying to get a quote for 5 phones and internet. Telus system insisted on credit check; I gave them mine. My credit score is above excellent, but they insisted on my wife's credit. This is an abuse that I will report to the Ombudsman. I ask all of you to report such abuse of power to the ombudsman of **.

How does this company stay in business?! They make you stay on the phone for hours. When you finally talk to customer service they have no clue what to do with your problem… You ask to speak to a supervisor- same story. Today, my husband spent the total of 3h on the phone with them. At the end the problem was NOT solved. They cut out the phone cable that controls our community well. He had to explain that by the evening 284 properties (over 500 people) will be without water due to their mistake. And you know what - They don’t give a damn, no responsibility, no troubleshooting and the crew which should correct the mistake did not even show at the site … If there was an option “no star” I would give them that one.

Unknown to me my 2 year contract expired and they raised my rate from $99.83 to $218.84. When I called to inquire a very unhelpful agent refused to provide any relief period. He exclaimed that I had been notified of the expiration of my contract on the 4 page of my bill 3 months ago. I pleaded with him as a pensioner living on a fixed income to please help me. He said I could sign up for another 2 year contract but the $218.84 bill was due in full. I asked for a price of the new contract and he kept me on hold for 7 full minutes saying that it just takes that long to look up pricing. Never did he acknowledge my dilemma or show any concern for my plight.

Called 1-888-811-2323 number given to me by the Telus Store Manager who said he could not cancel the accounts I wanted. I called, on hold for 35 minutes. When someone answered they asked security questions and why we were cancelling. Then I was placed on hold for 26 more minutes. I was then told, I would be on hold again while she coordinated with the other departments. 15 min passed and I was asked to hold while I was transferred for “no reason given”. After 42 minutes, some said “hello” and when I responded “hi” they hung up. Still do not know if the accounts are handled?

I signed a contract for 11 theme packs and 2 add ons. Today will be the 3rd time that I have had to call bc some of my channels have disappeared!!! Telus rearranges their theme packs but applies this to your contract. I checked my theme packs and now those are in a separate package for $10 a month!!! Plus the price of crave changed and they upped my charge even though I signed at a lower rate. To get out of a contract will cost $1000 at least- so I can’t leave but they can change channels and cost at any time. What is the purpose of a contract then? Crooks!!!

Price was not bad but the service was negligible at best. Kept it for awhile as I had no other options until recently. I don't recommend it and be careful with technicians when they offer it to you as you are paying for equipment over time as well which was not explained to me.

TELUS called me repeatedly at 8 p.m. until I finally answered. The rep talked about an address I don’t even live at, then hung up on me when I asked why they were calling so late. When I tried reporting it, I got stuck in their useless automated system for 15 minutes — no fraud department, no real person, just a loop. Worst customer service I’ve ever experienced.

The reason I am reviewing Telus so poorly is because of their multiple price raising endeavours & tactics. But most importantly is how Telus controls or bottlenecks the services that can be received by holders of their email address through server domains. This has led to people having to create a new email address through another domain to access all that they want or need, instead of Telus Communications releasing all customers to enjoy the full range of services all others world-wide enjoy. And when you consider the number of people who are elderly, and unable to effectively troubleshoot or problem-solve the issue; they are left feeling helpless and cut-off as a result.

They are scam artist. Our company has Telus for all the cell phones. Not once did they ever say there is a contract. They offered us a discount pretending they were giving us a deal but really it was because there is a 36 month contract. But never mentioned it over the phone. Horrible, dishonest company.

I contacted Telus due to ongoing issues with slow internet and Wi-Fi. After waiting on hold for nearly 50 minutes, a representative finally answered, ran some remote diagnostics, and confirmed there was indeed a problem that required a technician visit. She then transferred me to the service department to schedule the appointment. To my surprise, the tech department warned me that if the issue turns out to be “my fault,” I could be charged $200. Seriously? How is it the customer's fault when the internet and Wi-Fi—services provided by Telus—are underperforming?

I just moved a new address in the same city and I called to Telus so that they moved my internet to the same address but then did not know how my internet cost that month was added to the cost of the old address (because they said)! I felt so fair, so I texted them many times through their apps on the App Store but unfortunately they did some way to block my message! Their way is not the way a big company knows how to do it with customer service!

I had been with Telus since I was 18. I used to top up my pay as you go straight from the app. About 4 years ago I swapped to a new phone and their app just never worked ever again. It would never show me plans and I could only top up in person which would have me sitting in there store for sometimes hours because they usually only have like 2 people working to take care of peoples actual problems.

I believe in transparency. This company along with how Canadian systems now function, is built on lies and deceit. This company is brought in for Alarm Guard and ADT to deflect from the lawsuits and force clients to remain with them while they continue to function in a corrupt manner. Alarm Guard and ADT are being sued for intentional infliction of mental distress, violation of privacy, and predatory practices to retain customers by scapegoating and abusing their customers when they want to leave because either their business and/or personal lives are being damaged. These companies within the month of joining them, caused a security breach and engaged in these predatory practices of scapegoating me and lying to retain me.

DO NOT get the door bell camera and home security. Issues from day one.. in terms of door bells camera not recording and unable to disarm my alarm. Countless hours spent on the phone trying to resolve issues. Talking to individuals not qualified to resolve. On hold and sent to different departments. They will be eager for you to sign on and get into a contract. When issues occur which will with their system they will not send a technician out and want to charge you $200.

I signed up for a telephone service contract with Telus, purchased a sim card, pre-paid my first month, made my first payment (after the pre-paid month) and then...BAM!: I get a text message that my contract is going up, effective my next payment. The increase? Without mentioning the prepaid contract name, I can tell you that it's going up 20%. Does that seem fair? I think not. When I initially called to set up an account, I got through to a Telus rep within seconds, but now that I have an account with them, I'm put on hold...until I'm falling asleep. So, ok, Telus - You have your way, for now. I have decided two things: 1) I won't be a loyal customer (I won't think twice about "jumping ship"), and 2) I certainly won't buy Telus stock!

Lori **

Do not recommend. Data does not work very well. Many dead spots in the city and not worth paying money for. Customer service is not very good. I stayed on hold for half an hour. Then somebody answers and put me back on hold. Do not recommend.

I have been in a contract for over a year and every month my bill is different despite being in a fixed 2 yr contract. This results in a 30-minute phone call where I get passed to different departments and have to explain what has happened and what my bill should be. I now have had no tv picture for the past 2 days and I have been told that they will mail me a new box in the next few days. Every issue requires a different "specialist", a different customer service department and it is so infuriating that I often don't resolve all my issues in one day. I only had time (over an hour) to talk to 2 different departments today, so I left my billing issues because it would require a third transfer at least to settle. NEVER sign a contract or use Telus services.

Customer service: expect hours on the phone, being transferred to multiple departments. Telus has significant work to do on accessibility, and support assistance this appears a structural flaw. Not an individual support agent issue issue. Poor experience. Very disappointing.

Customer service is kind of a joke, it seems that they are very happy giving hard time to their customer. Call many times ang robot machine is the one will answer you. If you are a working person and have a short period of time to contact them or your using your breaktime to contact them you finish all your time to call them but still you can’t contact the customer service. I made also an appointment and they send me confirmation through text and after an hour they send me again a cancellation of appointment it’s seems that theirs making fun of their customer.

I was moving to a home outside of Telus’s phone/cable/internet service, but within their home security service area. They were supposed to put my security account on hold for two months while I was waiting for the new home to be ready, instead they cancelled my account and charged over $600 for it. Multiple calls to Telus to resolve it with zero result. I got fed up, paid the bill and will never deal with them again. Absolute scam.

Horrible. Inconsiderate staff and no accountability from leadership. They should all be ashamed. Unwanted solicitors clearly disregarding written request to not know or ring bell. No response from Telus as to how this is being handled. Disgusting behavior from employees and company as a whole.

ATTENTION!! SCAM!! They will tell you there are no hidden fees. But once the transfer from your previous telecommunication services is done, you will be surprised to see the big numbers on your bill to pay.

So unhappy with everything. I’m new to Telus for the last year and can’t actually believe the level of service I’m getting. Service has been awful, prices are ridiculous and I’m just very unhappy overall coming from Sasktel.

TELUS customer service is a total joke. Tried to call them, it is basically impossible to get ahold of anyone. On their website it's impossible to find a phone number, they keep you going in a loop of bullshit. The only way I could easily get a phone number is by asking google. I would call the number and its says they can't pick up the phone at the moment, same message for 5 days in a row now. Impossible to reach anyone. Their customer service is insane. Avoid Telus by any means. Only found out by calling a local TELUS store where I am from that the only way to get through is to say you are cancelling services. Took me OVER 4 hours to talk to someone as I believe my account got hacked. I wouldn't of known had I not of got the emails of said changes.

TELUS Customer Service is Beyond Terrible. I have wasted 1.5 hours today trying to reach TELUS — both online chat and phone line — and still cannot get through. This is worse than any other provider I’ve ever dealt with. Absolutely disgraceful for a company of this size. And this isn’t a one-time issue — every single time I need to speak with TELUS, I have to wait at least an hour just to connect with someone. If TELUS can’t provide even the most basic customer support, it has no business calling itself a “service” provider. This is a complete failure and an insult to paying customers.

Telus customer service is a total joke. Took me 2h + to cancel my internet account. They kept taking money from my bank account 5 months after the cancellation. Tried to call them, it is basically impossible to get ahold of anyone. On their website it's impossible to find a phone number, they keep you going in a loop of bullshit. The only way I could easily get a phone number is by asking google. I would call the number and its says they can't pick up the phone at the moment, same message for 5 days in a row now. Impossible to reach anyone. Their customer service is insane. Avoid Telus by any means.

We’ve been with Telus for decades. They used to be a great company; great customer service, etc. We are still with Telus only because we’ve heard Shaw and Rogers are not better. I have spent tens of hours on the phone, sometimes daily for weeks, waiting on the phone for Telus, then trouble-shooting tech or account issues with folks who are hard to understand (very ESL) and often seem to have no real knowledge of what’s required. At one point, Telus put a $1,200.00 charge on our acct - which was completely bogus and irrelevant to our account. I had to write to the CEO to get it reversed. They also kept trying to charge us a few hundred dollars for a camera we never installed and returned re; home security.

I've been dealing with Telus for the last 2 days, it's been 7 hrs total so far! My tv home service ran out, my next bill was outrageous. I also had to deal with them for the same reason a few months ago, not impressed! I've now been waiting an hour over the time span they gave me to have a technician come? I text telus and they asked if I need an agent, they informed me that I would hear back in 5 minutes. This was 25 minutes ago. I've just about had it with dealing with Telus, they're not a good customer service provider!

I have 20 years old Toronto number. I have telus EPP corporate account. I just changed my company from Eaton center by visiting in person. I don't know they sell customer personal data or due to non-Canadian origin staff who may have some links with mafia or what I don't know but since that day, I am getting wrong calls like I got a lottery or a prostitute calling me want to meet me. I am getting at least 10 calls a day. I went back to Eaton Center try to explain and wanted to meet manager, but sales staff said she is at back storage room but she cannot meet because she is looking after store retail, not cellular service.

Telus is lying to me about free security smart home. The guy said it's free. I don't have to pay anything because he will just attach it to my Norton security but when the bill came they charge me of $21 per month. I called them back but said there is no free. Again I got 2 internet into 2 different address. When I called them to cancel they switched the account to make longer to the other address. Instead of October they made it November. How did I get October where I currently live? I didn't even live here until November.

I had 1000gb internet, moved to a new house, they can’t provide the service and they still want me to keep paying for the terrible service of up to 50 mb. No negotiations, nothing. Wouldn’t recommend.

I moved to a new province, Telus WILL NOT allow me to change my number myself despite the fact I am perfectly capable of doing so, and expect me to pay $50 for one of their clueless agents to do so if I could ever get a hold of someone. I contacted their online chat and waited 3 HOURS for a response, it states it will notify you when an agent connects with you, I was not. I tried to call and waited 45 minutes listening to the absolute worst hold music I’ve ever heard, never spoke to anyone and gave up. Also tried online chat again and waited 2 hours for a response, when I again wasn’t notified and missed being able to chat with the agent. As an existing customer it’s absolutely ridiculous how hard they are to get a hold of, now that I am in an area with better coverage I will be seeking a new provider ASAP.

Absolutely awful. The service works ok, though it's horribly overpriced for what you get but that's on par since there's basically a monopoly on these services. The customer service is terrible, can hardly speak English or understand English (which I know they can't help, I don't blame them, I blame the company using and abusing their cheap services). Put on hold constantly to cancel, constantly recommended new crap that I don't need and hit with insane cancellation fees.

Buyers beware! I had Telus security for 2 days. It would not work the way it should have. I cancelled but to this day, they are still sending bills. I had paid the amount I owed. Although for what, I am not sure. It was about $170. I immediately sent all of their equipment back. Through Canada Post. I have the receipt showing The salesman changed from very nice to just plain rude. It took me several days to get a hold of someone at Telus who would cancel this service. They are still sending bills. So if you are planning to get telus service, really think twice. It has been a nightmare.

Poor wifi service and constantly having issues with the SmartHome outdoor camera and the door bell camera. Over the last year there has been a Telus technician at my house 8 times and out of those 8 people that have come to my house to fix something only 2 of them spoke clear English. And out of the roughly 25 people I spoke with over the phone in multiple departments maybe only 8-10 spoke clear language. One thing that really blows my mind is how every technician had their own way of doing things and setting things up.

I am a long time customer who recently received friendly, top notch service from knowledgeable staff who provided me with a suitable plan for my new phone. My experience was stress free and I walked away feeling as though I had been treated very fairly, being offered a great deal that I hadn’t expected. I’m very pleased.

Due to moving to a place where Telus wasn't available, called to close account and pay outstanding balance, pay in full. Loyalty department tired to get me to stay with Telus, after multiple, hours long calls back and forth to finally get account settled. I find out almost 6 Months later, that in fact everything discussed and agreed on, was thrown away and I was slapped with a 600dollar closing fee, which would have been fine, IF Telus actually sent me the bill, instead of just giving it straight to collections and slapping on interest for them not every actually ever sending a bill. Telus doesn't deserve to have any customers if they use these very poor, disorganized, business practices. Beware of these liars!

The service is absolutely horrid, we pay our bill and the signal suck so bad. Also sign in contract. We can't cancel. We moving where Telus is not an option. And will have to pay for 18 more month. Telus you are plain scammers.

Terrible customer service. Very inconsistent billing. I would never recommend this terrible company to anyone, unless they were a terrible person. I will be canceling all of my Telus services very soon.

I have been with Telus for almost 10 years. One Agent offered me the same deal to renew the contract this year and I decided to renew contract with Telus for 2 years. But there was high price charges on my billing. Called to Telus and other agent advised me to add home phone to continue with promotion but my next billing went up again. I called again. Third agent Rohan (?) said promotion will continue but he will change the home phone to cell phone with Koodo. I accepted as I have no choice. He said Price for Koodo phone will be $35 a month and internet $65 (altogether $90 as before). Now I am getting Koodo bill only almost $132. I called today. One agent picked up the phone but hung up after I explained what has happened on my billing. Can anyone be able to call me explain why Telus is becoming so untrustworthy lately?

I had an excellent experience with Telus Home Services. The technician, Brody V., was highly professional, confident, and efficient. He quickly identified the issues and resolved them with ease. Telus invests in well-trained and capable team members. Thank you for sending such a knowledgeable and respectful technician!

I’m very disappointed about Telus customer service. I moved out from my previous apartment and l’m living in a new location with different home internet services. I called them 2 months ago and l spoke to several Telus agents to cancel my home internet. I had phone conversations with several customer service agents at Telus. Every time they confirmed that it was cancelled. They also confirmed that l won’t be getting bills. However, l am getting emails from Telus. l called them. They said my account is still active?! I really don’t know how to cancel my home internet with Telus. They disturb me by sending bills while l am not living in my previous location … l have never experienced such a terrible customer service. As a customer l feel l haven’t gotten an honest response and help from Telus… l am scared that l might never be able to stop their emails, bills … l will never recommend anyone Telus.

I have been a personal customer for 45 years. Unfortunately TELUS reps cannot explain their own billing charges. Discrepancies from rep to rep regarding contracts. Billing charges are frequent regardless of a so called 2 year contract. Reps are always calm and polite but their pricing is not clear nor accurate. Review each bill and call ASAP when you find something charged that needs explaining.

When I was moving, I called Telus to move my service to the new address. They explained that they don't offer service at my new address and said not to worry about cancellation fees. Then they charged me cancellation fees anyway, completely disregarding what I was told by a previous agent.

I would give 0 stars if I could. My family's been with Telus our whole lives (around 30 years now) and it's been the worst company I've ever experienced. My Dad passed away recently so I could finally cancel services and it's been a PAIN to do so. Hours on the phoneline just to get disconnected, awful lack of expertise from the phoneline workers, and honestly, it's been a total of 6 hours almost just to cancel service after paying $80+ a MONTH. Switch to NOVUS if you have it in your building. $55 and the service is excellent and accessible. I can't believe my immigrant parents have been scammed by these guys for so long just because they're a big name. Horrible. Can't believe Telus has a monopoly because they sure do not deserve it.

I’ve had an incredibly frustrating and disappointing experience with Telus. After moving to a new home, I discovered that the service I originally signed up for is not even available at my new address. Despite this, Telus is refusing to release me from my contract. This feels completely unreasonable — how can I be held to a service agreement for something they can’t even provide?

Get comfortable because this is a long read. I’m absolutely lost for words, and have no idea what to do now. Open to recommendations, and I have contacted the CRTC. It all started five weeks ago when I contacted Telus to set up a new business mobility account. I spoke with sales agent Mark ** (Soho), who offered me a good deal and assured me I could open a new business account, get a new device on contract, and transfer my phone number from my existing Telus business account to the new one (as I’m switching companies but keeping my number). He told me to call Telus support after receiving the new device to complete the number transfer.

We cancelled our Telus service because their technical department was unable to establish our connection. Repeated calls and repeated times on the phone, they were stumped by their own system. It was a fight to get the contract cancelled even though it was done well under the legal timeline. We cancelled after 5 days having never had any service connected. They sent it to collections and we got the collections agency to resolve it because we had all the documentation. Since then - we are constantly bombarded with calls from Telus telemarketers... Every week they are calling and refuse to take our number off the list. Recently - they are calling multiple times a day and TODAY... Is the final straw! I've had 7 calls in the past 10 minutes - all from different numbers - all calling from Telus. This is a nightmare. Does anyone know how to get them to stop calling?

I have been a Telus member since I was 12 on my mom’s account. Since getting my own plans for mobility and internet, Telus has always strived to remain cost effective with the current economic climate. Customer support and loyalty teams have helped me throughout figuring out adult life. When I called July 24, 2025, Junior R. was phenomenal to ensure top tier customer service and care (I don’t believe he is in the loyalty department but nonetheless was great). Can’t speak highly enough about him. David L. in loyalty was great to help. So kind and provided top tier advice and service.

They came to my door saying they would give me 20x faster internet and I said ok sure and they said they will come in and put a new internet line and did a deal with the security system and they started charging me for them both but then they sent the modem but never came for the line and customer service say they will look in to it and the will call back but they never do

I’ve been a loyal TELUS customer for over 6 years, with 4 mobility lines and home services through them. Up until recently, I felt good about sticking with them — but this latest experience has been really disappointing. Back in October, my contract for home services was up, and I was planning to cancel my TV service since we just weren’t using it much. When I called, the TELUS representative convinced me to stay by offering a great deal: TV and Internet for $118/month on a new 24-month contract. That seemed fair, so I agreed.

Switched from Telus to Koodo. Telus sent me a link to “view bill” that I couldn’t access because they had already closed my access on the MyTelus app. Telus Cust Service didn’t know how I could view my bill or how to send me a copy. Transferred me to Tech. Tech didn’t know how I could view my bill either. Transferred me to Accounts. Accounts didn’t know how I could view my bill either. They said I could just pay them what they say is my balance due. Told them I needed to see a statement first. They said $15 service charge to send a statement. Told them I wasn’t paying a service charge to see a final bill, they should waive the service charge. They put me on hold, with annoying music being streamed into my hearing aids. When the total time for the call was going on an hour, I gave up. I’ll pay the bill if/when they send me a bill.

Caller ID **- answered just to be nice. Notify caller that I have no interest in upgrading my device, abrupt hang up from caller end. From 10% chance of switching to TELUS to NEGATIVE -1,000% chance. I would NEVER EVER go with TELUS. If this is how they greet new customer, can you imagine how they treat ongoing customer when issue came up down the road?

I got a call from my Telus business manager telling me about some deals available. I spent well over an hour on the phone listening and agreeing to certain things, being offered discounts, waived fees etc. and so I switched to a new plan that I believed would better suit me and save me some money. Then the Telus Service Agreement arrived via email shortly thereafter and it was so different from the estimate and what my business manager described to me on the phone and outlined in his Estimate. It was alarming to say the least. I reached him again by phone and he tried to explain that the Service Agreement has to put all the extra things in, even though they won't appear on my actual bill and I won't be paying for them. Huh? What kind of way is that to conduct business?

Accidentally overpaid a bill like 4 months ago and they aren’t refunding. It's just excuses and lies. No one seems to speak English. Horrible customer service. Go anywhere but Telus. Would not recommend at all.

My wife and I were with Telus for over 2 years and we kept receiving invites to renew to a lower cost plan with new I-Phones. So we recently went to the Telus store and were going ahead with getting new I-Phones at a new rate. After about 45 minutes we were ready to proceed when the Telus rep added that there was one more thing - Telus would add a charge of $70 per phone for a connection fee. I was not happy to hear that and the rep said if I called Telus later they would probably waive the connection fee. I informed him to call immediately and that I wasn't willing to chance that they would waive the fee.- he called the Telus offices and the Telus person on the other end of the call said they couldn't waive the connection fee. I told them if they didn't waive the fee we would not go ahead with the renewal. They still refused.

I have been a Telus customer for over 30 years and I am ready to quit using them! I have cancelled my wireless home internet plan over 3 months ago and I am still being charged for the usage, even though it clearly shows on my account that there has been 0 usage. I have tried using online customer support and this is a 100% useless service! I have called customer service, was on hold for hours, transferred to so many departments, answered the same questions over and over, just to be told the issue was resolved but when I get the bill again, the charges are still there, plus extra charges for not paying! So, so frustrating!

Terrible! Trying to help my elderly Dad with his plan. Poor English speaking customer service. Explaining things multiple times. Multiple calls with no resolution. On the phone for hours. What a terrible phone service!!! Thankfully I’m with Rogers. Those that know how much Rogers sucks, Telus is 10 fold worse, so choose your battles.

The reception is unstable. Basically it sucks. They blame it on the phone but I use S24 ultra and roommate uses 16 Pro max. They tricked me into buying another sim saying it's under offer and will be deactivated after a month. Now I have 2 sim cards under 2 year contract giving me 200 gb and I pay 100 dollars a month. I can't even cancel one or change my plan. Go for Rogers or Kuddos, Telus is the worst.

I have been calling customer service and have been put on hold for over an hour and still no answer. They are the worst and that automated system does not work. They do not want to deal with customers

I have not been able to coordinate an appointment with service installation technician with Telus in one week. Service and communication have been absolutely terrible. I am very disappointed with the communication with the Telus and its installers to communicate when service will be provided and when service has been cancelled. I have wasted so much time and have not been able to make other plans as a results. I am very disappointed with the communication.

Please stop pestering me with daily telemarketing calls. I have blocked you repeatedly and you still hound me by calling in with different phone numbers. I have already received two calls from you today and this is harassment! If this continues I will report you to the Better Business Bureau!

I was lied and got trick in a 2 years contract. 100$ for internet and useless cable that we didn't want. When in USA you pay 30$ for the same service. I will never ever do business with Telus... I would never recommend Telus to anyone.

I'm locked in three phone contract and one phone has never worked, can't hear people or they can't hear you. Always have to resend texts, not getting data. Everyday from day one. They don't fulfill their warranty. They do NOTHING!!! Awful service!! Clear your calender if you need to talk to them and repeat yourself again and again..

I had a call with a rep in which I was very specific about the products I wanted and the price I agreed to. Then the tech showed up without half of what I ordered and tried to give me other equipment instead which I refused. He then said he would get the correct equipment from the warehouse and contact me to come back which he never did. I get my bill and there is about $700 worth of equipment that I did not get and what's worse, I did not even initially ask for any of it. Along with that, my bill itself was $60+ over what I agreed to on the phone.

Changing from Bell Fiber Internet and TV to Telus for these services has been, and continues to be, an exercise in frustration. The Sales person promised I could keep my Bell land line working, connected to the new Telus modem. Apparently that cannot happen. I had to complain to get the channels promised. Sales person promised to be my main contact. He stopped responding to my phone calls and texts the day after the contract was signed. TV boxes were not delivered with the Modem and Router. Once received, 3 out of 5 TV boxes did not work. I had to find the solution on-line myself, which was, the new boxes sometimes come complete with dead batteries.

I am writing to express my profound dissatisfaction with the customer service and the handling of my recent home services package with TELUS. My experience has been exceptionally poor, leaving me feeling cheated and unfairly treated. When signing up for the home services, I was given specific information regarding the pricing and features. However, it quickly became apparent that I was misled. The services I received did not align with what was promised, and I was subsequently charged a significantly higher price than what I was led to believe was the actual cost. This dubious charging practice and the discrepancy between the sales pitch and the reality of the bill are unacceptable.

TELUS IS SCAM!! Most dishonest company. They are scamming people. STAY AWAY FROM THEM!! One of their sales team member showed up on my door and sold me home security plan under 3 year contract. She never mentioned that I have to return equipment after contract finished. They sold me another stuff for home security like flood sensor, co sensor etc. Now they said these sensors are mine but they are not gonna work without their control panel (which they want to return back). Why you sell things people if they are not gonna work? I paid them $3000-$4000 for nothing.

Telus is the worst company. I would not recommend them to anyone!! They are a rip off and their service isn't available everywhere in the city you live in so you can't transfer your services and then they want to charge you all the service fees for the remaining term of the contract. How is it my fault that you don't provide services 10 minutes away from where I am living!! I wish I NEVER signed up with them and I will NEVER use them again and will make sure I tell others to NEVER use them. Pathetic company. No wonder Costco does not sell Telus in their stores!!

Telus reneged on a 2 year contract for home services a month after it was in place saying it was invalid and did not get processed because of a technical glitch and demanded another $50 per month to reinstate the contract. Unethical business practices! They are by far the worse company I’ve ever dealt with. I’m having to wait hours to correct a mistake Telus made.

Telus is such a rip off. We "upgraded" to 3g internet services last November. They never hooked it up right in the box, and we have had constant issues with slow speeds and no internet for 2 of the last 4 weekends. We signed a 2 year contract for 3g service, but Telus LIES about what is actually available. The 3g package can only hit 3g on 1 wired port, the other ports are limited to 1g. WIFI is capped at 1g. 5 service calls to finally get the truth. They lie and deceive you to get you to sign up. Then, after signing, you are just treated like crap. Don't worry Telus. This is the last time. When this contract and my phone's contracts run out, I am done. No resigning, no extending. Just done. And we have been with them since they were BCtel around here. Over 40 years.

We are leaving this review to give in sight before choosing Telus for your services provider.

Our son decided to get a new phone and a new plan from Telus, unfortunately 4 months into his new plan he passed away at 27 years old. The customer service rep we spoke to was awesome and said he'd handle what he could. Two weeks after our son's funeral we finally received his final bill and Telus being the fantastic company they are, zero'd out his bill and contract. They absolutely went above and beyond what we expected and softened the grief and what we still have to deal with. Thank you Telus for your compassion and consideration during this difficult time.

Telus you are a joke! We will never ever use your services again. We moved and they don't provide services to where we are and Braiden has spent at least 6 different phone calls with them. Total lost time over 10 hours trying to find out if we get service in Leroy and if not cancel our plans. He just spent another hour on the phone being transferred around to multiple people just to find out we don't get telus where we are and then each person asks him for the same information over and over.

We have been Telus customers for 11 yrs. We sold our home with closing date of July 2025. We wanted to cancel our home security with a penalty fee due to early cancellation (8 months early) and the fees were $560.00 to pay the amount remaining on cancellation. Understandable. The part that is shocking is they want the equipment back including doorbell camera. So, I’ve paid for the service and equipment, but they cannot stay in/on the house which means I now have to patch a hole in the wall from the monitor and a hole in the outer door framing/ siding from the doorbell camera?? How is this ok?

I have called Telus to get an idea of their tv service for Prime, Netflix and Disney package. I spoke to a lady briefly and she kept talking over me. They kept calling me every evening since. 3 times a night, email and text messages. It's been two days from the time I called them .This is unprofessional and no need to harass customer in such a way.

Extraordinarily terrible customer service. I'm still on hold, been 45 minutes, just trying to cancel my mobile phone service because I'm moving out of the country. Can't find any way to cancel it on the website, only by calling in. Last time I gave up after 30 minutes of waiting, but 45 minutes is really awful. The plan itself has been good, but this customer service is among the worst I've with any company anywhere.

Absolutely terrible, my family has been with Telus for 15 years, been disappointed over and over again throughout the years, false promises, having to call a 100 times to resolve 1 problem, unacceptable!

TELUS retention department has a con artist named SIPHE who came from who knows what crooked country and practices her cheating of customers here in Canada. What kind of human resources department is it in telus to hire people like her??? She MUST be FIRED immediately for disconnecting my ph ILLEGALLY.

Worst customer service! Willing to lose two loyal customers! Can’t believe it! I am so disappointed in the customer service! I will go to a different company now! Not impressed one bit! It’s crazy! How rude!

First, Telus forces you to upgrade the great phones you've had for two years by charging a fortune to keep the phones. Depending on which province you live in, there are "upgrade" taxes because the government is trying to reduce e-waste. But, you don't have a choice because keeping your existing phones will cost a couple of thousand of dollars via their leasing plan. Then, they sold my family a plan that doesn't even exist! Our first bill is over $1,200 and filled with charges and fees that were never explained or outlined: Activiation fees were supposed to be waived; they were not; "upgrade fees for devices" were never mentioned; yet, they were charged; charges for ending the plan two months early were applied; we asked about this and were told there would be no additional charges; we were promised "International messaging"; and are now told it doesn't exist for our plan! I mean, the list goes on.

I have been a customer with Telus for about 20 years now, and I have never been treated so poorly. I have been sitting on hold for over 2 hours to try to resolve an issue, and they told me that they would be calling me back which they didn't. This is not acceptable. DO NOT go with this company!

Telus Security…What a joke. After many months of trials we decided to get rid of Telus Security. During the trial we gave Telus the opportunity to quote us. The Telus rep showed up with no paper and no pen…We should have red flagged that Telus really didn’t want to be in the security business. We finally settled on the Ring System. So it now came time to call Telus and cancel the system. It took 3 calls to get to someone who knew what they were doing…or so we thought. We provided the account number, PIN and password. They have no record of any of that, but they knew how to bill us every month. Turns out since we were previous ADT customers our records were in a different location in their system. So we got that part straightened out.

I had a very negative experience with Telus. They called me offering what sounded like a good deal, but they weren’t transparent about the details or what exactly the call was for. Before I knew it, I was forced into a contract I didn’t clearly agree to. After the initial offer, the price ended up being much higher than what I could get from other providers. What they do is bait you with a low price, then lock you into an expensive contract with terms that were not clearly explained. This kind of approach feels dishonest and manipulative. I expected better from a company like Telus. If you're considering them, be very cautious and ask for everything in writing before agreeing to anything. I do not recommend Telus based on this experience.

Our Customer Solutions Delivery representative "Balbir **" did an awesome job connecting the fibre to our TV, internet, and home phone. We were very pleased! He was very thorough, friendly and he showed up early for the job. Deborah

They are a nightmare. Over the phone they say one thing and on the contract all what you do not want to hear on a call. Customer service sucks, prices are not consistent and change all the time. What they promise you changes. They are not transparent, they don’t care about you and the service they provide once you are under a contract. Please avoid at all costs!

We had issues with our phone line so I called their customer service. After their initial investigation, they suggested sending a technician at $175 to address the matter. I was told that if I needed a new phone jack the technician would do it and it would be included in the $175 charge. I also mentioned that the cable box had been acting up so it also needed to be checked. The customer service rep confirmed that it would also be addressed during the visit. Unfortunately, when the tech showed up, he said he wouldn't fix the problem and unable to install a new phone jack. The cable box matter wasn't put on the work order but he was "nice" enough to replace the cable box(to this date, it's still not working properly and would freeze up).

If I could give them a negative number that would be better than a 1. Been a customer for over 25 years. I'm so done now. Absolute worst service contact system in the world. They have a system that's makes you give up on life before you are able to speak to a human. And when you've spent hours to finally have the privilege of talking to a human, they tell you they can't help because you have the wrong department. If I could discourage anyone thinking of using this company I would be doing the world a huge service. How a big company like this can continue to thrive is amazing to me. Monopolies and corruption abound in this country.

I had a problem with my Telus Google Pixel 9. Zoheb K at the Telus store in the Scarborough Town Centre in Toronto helped me out. He was professional and courteous. He did not stop until he figured out that the problem was with a faulty chip card in my phone. He exchanged the chip and registered it with Telus for me. I left with a repaired phone. This is very important because of the work I do and how important my phone is with respect to my job.

Customer service experience with Telus today was TERRIBLE. I never had this problem before. But today, I tried to call Telus billing department to discuss my monthly bill. I was on hold for over 2 hours. The agent that answered my call kept putting me on hold. He kept saying he is waiting for a colleague from another department to help me. After being on hold for over 1.5 hours, he just disappeared and I was put back in the on-hold queue. I waited another 20 minutes. Then I decided I can't wait any longer as I have other things to do this Saturday and I already wasted half my day waiting for Telus customer service. My experience with Telus today deserves zero star.

Telus store on 34 Avenue & Gateway Blvd: This is a nice bright, clean store. I received very good service. The Telus rep was very knowledgeable and friendly. I left totally satisfied with my new phone.

I had Telus for 5 years. Everything was ok during that time. Till I decided to leave them & go with another company because it was cheaper. Note: that before I left, for that past year, the bill had gone up almost 80% out of nowhere. Not being warned etc. Anyway. I called many times to clear things out & that I want to leave the company. I payed all my dues etc. But there was one “issue”. I couldn’t return the equipment, as my building is collaborates with them & the equipment is inside the wall. Anyway. They confirm & remove the payment due for not returning the equipment. I was harassed by Telus 2 months after I had left them & cleared about the equipment issue. Requesting I pay the specific amount.

Last two payments do not show up on my bill. Called their billing, waiting over 1 1/2 hrs on phone and still no answer. I guess getting correct billing to customers is not a priority but they have no issue hitting your credit for late payment. Again made two monthly payments yet they are not showing it but definitely came out of my bank account. Horrible service. Go to other providers. I know I will when contract is up.

21 years a customer - account in my wife’s name - never knew that we paid $254/month for decades- Telus quite happy to take our money. 3 weeks ago tv and internet kept going off so I made a call- turned out to be 23 calls, on hold for almost 5 hours, lies by a manager, James on Mother’s Day, some discounts. So I'm paying for services I don’t get, reprehensible and non- existent customer service so we would like to leave but there is a $720.00 cancellation fee. Is this legal?

Telus Worst Customer service. 1. I have three different accounts with TELUS. 2. I got new contract smart hub with Telus on 2025.04.08. The customer service person was adding this new with wrong account. Previously I had lots bad experience with Telus customer service. So I decided to cancel the contract to avoid the confusion. After giving the variable confirmation Telus sent the equipment and I was charged $125.93 with in a week. so I contact the person who helped me to get the new smart hub. But response I texted to her regarding the cancellation no responses. So, I called the TELUS customer service line. First spoken to person she verified my account after providing all the info. She said this will other department she contact me to the department. Then they we can cancel the contract Because it’s not activated. this department will cancel only activated line only.

This is a warning to anyone even thinking about getting home security from Telus or Vivint. I am beyond outraged, and frankly, I feel completely ripped off and ignored. I had NO home security cameras for TWO WEEKS. That's right, TWO WEEKS days my home has been vulnerable because of their incompetence. Trying to get this fixed? It's been an absolute nightmare. I spent nearly THREE HOURS on the phone – three hours of my life I will never get back – being bounced around, put on hold, and getting absolutely nowhere. Before that? Cancelled appointments. They schedule, I rearrange my life, and then they don't show up or cancel at the last minute. Is this what they call service?

Telus refuse to credit for 2 iphone14 that was return at the end of contract. Can't speak to an agent. Telus send a bad credit report that drop my score by 40 point. Horrible services. I will never buy from telus. I was with telus for 4 years and NEVER been late. I give Telus a 0 rating....

Telus company is kept on calling me every week trying to convince me to get their offer for low rate monthly subscription for my cellphone. I told them many many times that I refused because I had a bad experienced with Telus when it comes to charging. I used them before for my cellphone but I switched to another company because Telus charged too much and I’m happy about the service of my current subscription and now Telus want me to go back to them for my cellphone.

I’ve tried three times to become a customer for internet, tv and mobility… Wow - they don’t call me back and I can’t reach anyone. Weird when you actually want to become a customer... I guess they are too busy for new customers. Puzzling!

I would never recommend this company to anyone. They made a contract for two years for 63 dollars and then they cancelled it on purpose when my new neighbour arrived. Then they tried to charge us 600 CAD for their mistake. When we tried to follow the contract, they said that the discount wasn’t available anymore. (We had the contract until January 2026, and this was in February 2025.) Now they lie to my mom, making a contract for 70 dollars to then charge us for TV 3 months later. They are truly scammers. Never Telus anymore.

Terrible service. The man (Edmonton, Kingsway) I approached yesterday, Sunday, May 4, 2025, to cancel all services with Telus was very unwelcoming. He gave me a phone number and told me to call it. I did, but they didn't answer — the call kept dropping. I came back and told him I couldn’t get through, so he gave me another number. I asked for help, and he said, “You have to do it yourself.” I was shocked. When it comes to signing a contract, it’s all done quickly and right there on the spot, and everyone is friendly and eager to help. But when you want to cancel everything — suddenly it’s all over the phone. Disgusting! Just a terrible company.

My recent customer service experience was absolutely horrible. I got passed around on the phone for about an hour with no knowledgeable people. I could hear roosters crowing in the background and people talking, It was so distracting and unprofessional. By the end of this ridiculous conversation, nothing had been resolved, no one knew anything and didn't understand how to assist me. All I asked in the end was a confirmation to be sent to my email about an upcoming appointment and they couldn't even fo that! Such a useless, time consuming, frustrating experience I wouldn't wish on anyone

Terrible Experience with Koodo and Telus. I had terrible experiences dealing with Koodo and the Telus store at the Pacific Mall, Vancouver. The customer service was absolutely horrible. Rude, arrogant staff who act like you owe them something. No help, no support, no respect — nothing. Before the sale, they try to hook you with sweet talk and fake promises. But once you become a customer, everything changes. Their behavior becomes cold, dismissive, and even aggressive. It honestly felt like a trap. I’ve never seen such a terrible customer service — not even in the most backward, third-world countries. I expected much better from a Canadian company like Telus. Instead, I was met with dishonesty, rudeness, and complete disregard for customer care.

Honestly, dealing with Telus has been nothing but a headache. Every time I try to get something sorted, I get passed around from one person to the next, and no one seems to know what they're doing. It's like they just keep shifting the blame onto someone else, and nobody actually takes responsibility. I left Telus years ago, but here I am, still trying to pay off my final bill! It’s just sitting there on my account, and no matter how many times I try to pay it, nothing happens. It's beyond frustrating, and honestly, I’m just tired of going in circles. I really wish I could say something nice, but this whole experience has just been terrible. Never thought it’d be this hard to close an account.

We switched to Telus home internet and tv for my grandmother thinking the bandwidth would be larger and the internet faster but it is not user friendly at all, the tv randomly disconnects from the internet and the tv shuts off after it is assumed it’s not being watched which is a feature that cannot be changed. We will be switching back as soon as the contract ends.

We are new to Telus, but after this experience, we will never go back. We signed up for a 1 Gbps internet plan on March 28, 2025. In the first week of April, we contacted Telus because we noticed we had already been billed — turns out they have a prepayment policy (weird that we pay before using the service, but okay). During that same call, we also informed the customer rep that we were not getting the 1 Gbps speed we signed up for. We asked them to make a note of it for future reference, and they told us to wait to hear from the field agent who set up our service. Fast forward to today, April 28th. After weeks of still not receiving the proper speed, we decided to cancel the service. When we called, the Telus rep told us we would have to pay a cancellation fee. I asked, "Why would we pay for a service you didn't provide?" She said, "Because it's past 30 days."

Absolutely disgraceful service. They come up with all fake reasons for the short falls of the service. Over all, these companies enjoy the monopoly they are provided with. High fees for poor services. Do not recommend at all.

Had excellent experience today with TELUS representative (by name Fred), who was not only patient going throughout with steps to connect our device, but very professional and knowledgeable! When I did wrong steps trying to connect device representative slowly explain again and again elderly people his support! Thank you very much for having such a great staff at TELUS. Lilia

My response to Telus who obviously didn’t get the message of my cancellation due to their poor communication skills and then him belittling me because I cancelled and now it is affecting his performance scores. This is exactly why I don’t want to deal with Telus! Your attitude right here Mr. I said not the first time, and you come back a second time, I said yes fine. I told you my availability and you scheduled the service exactly when I would be working! I called to correct it and spent a half hour waiting to talk to someone who could help me. Only to talk with someone who couldn’t help me because you hadn’t put it in the system. I have spent more time on the phone the last three days with Telus a company I am not even with! On the contract it says I can cancel at any time no questions asked, which is a lie also, there have been many questions. And now here you are berating me because of your performance scores! How dare you! This will be reported .

Less than 1 star if possible. Internet hasn’t worked for three weeks. Finally got an appointment today between 11:00 and 1:00 pm - I waited around until 1:30 before calling to find out that they have cancelled my appointment without even calling me. So unbelievably frustrating as I need internet for work. I also stayed home and wasted my own time waiting for them. Their next offer was an appointment on the 29th, a week from now….completely unacceptable.

Telus Purefibre excluding streets from service, like all houses around my street has purefibre except ours. It doesn't make any sense. So just 10 meteres away from my house has purefibre and I don't. And Telus has no answer or they don't care.

We got switched over to the Telus home security when they bought out Alarm Force who we signed with. We had been with Alarm Force for 4 years and Telus took over and our bills quadrupled in monthly fees. I called in to cancel and was offered to get back to the original monthly costs I had with Alarm Force if I resigned another 3 yr. term, I agreed and thought that was it. Well our next few monthly bills were still extremely high, and I called into customer service, and the person I dealt with said there had been a mistake and he tried to call me back? ... which he didn't, and said the promotion was over now and he could no longer honor it (with attitude). We will NEVER go back to Telus. **Brutal customer Support**

Telus texted message saying a TV Optik package is being processed on April 16 and we will be receiving it shortly. Problem? We did not order it, never ever contacted Telus. Called Telus and spoke to Justine and said she would remove our phone number from system, not to worry about it, wasted an hour of my time but problem solved. Right? Wrong!

Thieves, liars, run away!! They said if you are not happy, you can cancel, so we installed a security system. Price was 6 times higher, no service, they put you on hold 1h, no cancellation until you pay 3 years' bills

Telus is the worst company to deal with. We signed a 2 year agreement with them in October 2024, we did the self install that would not connect so I contacted customer service and that was the first of 56 calls for technical support. Our connection for our tv and internet would disconnect sometimes 3 times a day. They refused to send out a technician unless I paid $175 and refused. This went on for 4 months then I canceled because they could not or would not help us then they had the nerve to send me out a bill for over $500 for not fulfilling my contract. STAY AWAY FROM TELUS. They advertise that they have the best service and that the future is friendly But it is not.

They charged me $582.13 for new service hook up. I call customer service. I spent 2hrs and 15 minutes with them. Transfer 7 times. Worst company EVER. At that point I just wanted to cancel everything. Charged for equipment I didn’t have. Did not honour the price. Stay away from them. One big headache.

16 Years of Loyalty — Telus Didn't Care. I was a Telus customer for over 16 years after returning to Canada from the U.S., handing them over $40,000 of my hard-earned money during that time. What did I get in return? Mediocre service, endless junk fees, offshore call centers, and snotty or indifferent customer support any time I dared to call with a question.

I was posted to CFB Edmonton in 2013 and I went with Telus optik TV. From the start the cable and internet were slow. Several times my cable and internet would cut out and I’d be without for several days until a technician came. It was discovered that when then were installing somebody else’s cable that they would yank my connection out of the electrical box located between the houses.

Very Poor customer service. We were overcharged. It was admitted to by Telus. Telus will not reimburse us for the overcharge. Instead was told to leave Telus. Worst customer service ever!! Been ongoing since October 2025. This company has no customer support or service. Very, very poor quality!!!

Wasted 2 hours of my time & no result. Just wanted to close my Telus landline acct. Could not transfer to my new place, even though it is NOT rural, because there is NO SERVICE or lines in the area. Unbelievable! Ticket was left open as the technician tried to find me service, so after 2 hours was told they could not close acct. because it needed to be signed off. 2 hours to find this out!!! Supposed to get a call back at my sisters # when straightened out. Will see! ZERO STARS. Horrible service.

I am NOT someone who typically posts negative reviews but I just had such a frustrating and ineffective experience with Telus Mobility that I feel compelled to post. Telus unilaterally increased my monthly billing with no notice, advance or otherwise. I logged on to try to contact someone to ask what was going on and it was impossible to get through their ineffective AI chat bot. When I finally convinced the bot I wanted to talk with a live person, I was informed the offices were closed, to call back tomorrow. This is late afternoon and their help lines are supposed to be open for another 3-4 hours. This is such a powerless space for the consumer. We have no rights and there are no other options.

Customer service brutal and no help. Have to constantly re-boot their “new” android boxes. Now remote not working and best Telus can come up with is change battery. DUH. Rogers/Shaw a definite better option. At least customer service.

BEWARE. This company is trash. Staff are complete morons that should go flip burgers. GARBAGE all around.

If there was a way to have ZERO stars I would vote for that. By far the most un-customer centric and challenging business to deal with. A simple address move turned in to utter chaos at their own hand, when they mixed up the addresses and the services. The end result for me:

I've been a Telus customer now for 25 plus years. I've been trying to activate a commercial account for 3 hours now. I've been transferred been put on hold the level of incompetence is truly next level. I've spoke to somebody in several different parts of the world none of them speak fluent English and I'm made to feel second rate in the process. Still have had no success. Customer service you guys suck. Horrible, horrible, horrible. My guess is you'll probably start this with a sorry which I've already heard about 30 times today.

This has to be the worst government company ever. Not only do they constantly over charge, early bill, have very bad language barriers but are also trying to monopolize the market. They released my private info to my ex causing us to move and need e.p.o's for my kids. GO TO BELL. Do your research and make sure your new provider is not owned by Telus such as Koodo etc. Go to bell.

Telus called me to sign me up on Internet and subscriptions, including TELUS TV under Koodo umbrella. The agent confirmed several times on the call, which I was told was being recorded, that TELUS TV will replace my Rogers TV package and that I would get all TSN channels as well as some others. When I activated, I was not even getting standard channels such as CBC or Global let alone TSN.

Telus charges is inconsistent. At first will offer a good deal to make your account lower or to price match Koodoo what has to offer. After was has compromised on the phone found out that, additional 2 lines were added to my current account then, they sent me a contract. Very frustrating.

This company is not the same as the previous ADT provider. It extremely difficult to just reach a live person due to issues with their answering service which is completely voice controlled and will not allow phone digit control. The voice system is extremely frustrating as it is not user friendly and I cannot understand why customers are putting up with this lack of service. Also they increased the rates with no notification and there is no official number for loyalty customers after more than 25 years of paying on time each month! When you call, the person who answers is often working from home and is sometimes obviously waking up from sleeping when they answer the phone! In addition to all this, I learned today there is no manager available to escalate concerns to and if you are promised a call back from a manager it is actually untrue, as I have been told this today.

I was a client with Telus for 20 years and finally grew tired of always having to call them for promotions. They love to give people that have never spent a dime with them a great deal but they never call existing clients to offer them a deal. I decided to switch providers and when I returned my phone they charged me an extra $400 as they missed adding the returned phone on my account. I got a hold of a Telus rep and they told me it was taken care of and all I owed was $37.49... which I paid. 4 months later I get a call from a collection agency saying that I owed Telus $400! After numerous calls with Telus, that I was on hold for about an hour each time! Finally this was taken off my Credit Score. NEVER will I use Telus again!

This place is absolutely horrible. Lied to. Even called them out to review the “quality control recorded calls” to confirm my allegations…. Would not do of course. I would not recommend Telus to anyone. Bye telus. Never again.

I have Telus tv service via satellite as I live in a rural area. My tv was “glitching”, kind of jumpy. The first tech I spoke with (after the obligatory chat bot took about 30 minutes to figure out I wanted to speak to someone live) told me basically to unplug the tv and the receiver box, wait a few minutes and then turn it on. The glitching stopped! For about half an hour. The next tech (the following day) told me I needed a new receiver and arranged to send it. This was after about 45 minutes of troubleshooting and things. Said to just unplug and plug in every time it glitched until the receiver arrived.

Terrible service.. that's all I can say.. They doubled my bills of my business telephone and then when we reached out about the issue they cut off the wrong telephone number.. They cut off the number that we are currently using in business.. They compromised our business.. Very terrible….

This company does not honor their contracts. Absolutely worst company I have ever dealt with. Why have a contract when they can increase randomly whenever they want but want full contract amount if you want to cancel services.

Every time I try to contact Telus, it turns into nightmare. I have never experienced more disrespect from any company. The virtual assistant is leading you nowhere, customer representatives do not take call after you have been on hold for hours, hanging up is normal, no managers to address the issue, etc. In the era of inclusiveness and respect to everyone, this mistreatment should NOT BE ALLOWED.

Worst company ever, I don't know how they stay in business that long. Worse and most expensive plans from all the Canadian companies, false advertisement, non disclosure of important facts. I will never deal with this people again.

Entered into a contract with Telus. Mid stream they decided to change my billing amount as I didn't qualify for some discount anymore. They admitted it was their mistake but instead of living up to their error they decided to alter my contract payment. You can always judge a company not by what mistakes they make but how they deal with it after the fact. Shame on you Telus, you have a poor way of taking accountability for your mistakes.

I know most of the telecommunication companies have challenges but Telus has left everyone behind. In the misleading world, I think Telus tops it. Customer service is more like you are hitting your head on the wall. Sold me a two year plan on home security which turned out to be a 5 year plan. My mistake was I took there word for it and didn’t read the agreement properly. Product wise, their stuff is obsolete and breaks down frequently. Very bad experience so far.

Took 1 year to fix the billing issues. They always say wait for next cycle, and next cycle comes then bill is not fixed, then wait another cycle and so on. Customer service is not great either. Internet problems are not fixed on purpose sometimes in order to upgrade.

Addressing Telus billing is an absolute pain! Bought home security plan and had to return it due to issues with the camera and thereafter started my ordeal! I spoke to 2 managers (one's name is Raqhail) both in 2 separate countries who have notes to confirm the cancellation with nil charges is effective. Despite receiving cancellation and equipment return confirmation within the 30 days grace period on Feb 22, 2025, I have received a bill for $231 on March 18, 2025.

Had been a Telus customer for home security for many years. Hardware began to beep continuously. After exhaustive attempt to reach Telus, they informed me that they wanted to update their system at the cost of $1200. I advised him to come home and dismantle the system and stop the annoying beeping. They refused. I had to pull out the wires myself. I also booted them out of my office for an $800 bill when they had initially quoted $110 estimate. Do not use Telus.

Hi, I canceled my subscription with Telus on 01/31/25 and returned the internet equipment. They were supposed to refund me at least half of my monthly payment, but instead, they continue to charge me and send me invoices. They have confirmed multiple times that my subscription was successfully canceled and that I should receive a refund within 10 business days. However, it’s been almost two months, and today I received another invoice. This feels like fraud and theft from customers. I will never recommend Telus services, as they have incompetent staff and poor customer service.

They told me 56 hours to even look at why my internet was down after 3 hours on the phone and most of this time on hold. With people in the household in University and others working from home, this was unacceptable. I am paying them a good deal of money and look forward to when my contract with them expires in a year and I can get reasonable service with another provider.

This company is unbelievable. First, you talk to a robot with no brain cells. She keeps asking the same questions over and over. Then you finally get to talk to a person. They send out a service rep scheduled between 5-7 pm. Instead, they come in the middle of my zoom meeting at 3 pm. They can't repair the broken land line connection because I am on a zoom call. So I rebook. They try to call me before the second service appointment on a phone line that was disconnected 3 1/2 years ago. Hello? Then they try to call me on the phone line that isn't working. Double hello? That is a special kind of stupid. We were both home for the service call. The service report said that he came to the door but nobody was home. But the door was open and he never even rang the bell. I am so done with Telus!

We had our security system with Telus. After my husband passed I wanted to change our account info to my info. They insisted that in order to do that I needed to open a new account and upgrade the system. I wanted to keep the existing system as I did not want to incur more expenses but they would not budge so I cancelled everything. Would never deal with this company again

Telus is downright crap. I have all of their service (a friend of mine is a telus rep) but can not get customer service. I have a problem with my home service and my business mobility that I have tried to resolve for the last 10 days. Been promised 3 call backs to solve and never got one. Have spent a total of 3 hours on phone with no joy. I have a ticket number, but when I call back, I quote the number and then have to start all over with the problems. Either the CS person can't read or there is nothing in the ticket.

I have been with Telus for 15 years. And my contact is up in may with my phone and I will never ever get anything with telus, last year I got home security with them and they put me though hell because they don't want to cancel my contact, every time I call to cancel they keep for 2 hours on the phone so I will hang up, then it's all these ** people who could never help. I don't ever want anything that' said telus.

What is really really sad is when you are already a customer and you go into a Telus store in the Kildonan place mall and there is absolutely no one there and you ask if they could switch a sim card over onto a new phone and said, "Sure. For $25.00." I was shocked. You are already paying a premium for Telus and they want another $25.00 to switch Sim cards to another phone. WOW! I rated them 1 only because there is nothing lower! Well all I can say is as soon as I can I will be moving providers. What a Greedy thing to do with an existing customer!

So, I need to cancel my Telus service due to the fact that I have to leave the country to look after my mother who is dying. Telus is going to charge me $15/month for canceling my "contract" for basic cable and basic internet. I have been a client of telus for over 25 years and through no fault of my own I have to care for a dying parent and telus, huge billion dollar corporation is trying to get an extra $300 out of me. It's absolutely despicable! If I were you, I would NOT use telus AT ALL!

Travelled abroad, turned off E Sim on phone and bought a local Sim card. Telus still charged easy roaming fee every day!!! Complete scam. They would not reverse charges even though I had screenshots proving Telus data, calls and messages were turned off.