Telus Reviews

TV always freeze sometimes for hours on end, box has been replaced a few times already. In my opinion the most unstable and unreliable system. They reset the box but within days it does it again. They have no

I have been a customer with Telus for about 15 years. They had always been okay as a provider (home, internet, television, mobility) - about as good as you can get in Canada. So when I had been having problems with my phone during an "outage" I called with hopes they would offer some sort of compensation. I believe if you are paying money for a service it should work. If it doesn't, that provider should then be held accountable for it not working. I was on the phone with 7 different people and over 3.5 hours. When I asked each time, after explaining my situation to each person, if there was ANYTHING they could do for a long term customer, they simply stated "you have the lowest plan we can offer".

The young man (Kevan) in the Telus store at 1 Adelaide St N, London, ON was wonderful. No hassles. Simply gave me the SIM card I needed. Very prompt, courteous, and helpful. I could not have asked for more. Kevan is a great representative!

This store is scam. I ask them to provide service. They charge me 80 Dollars and they said, "Sorry we don’t have service in your area." Then I ask them to return my money and they, "Sorry I cannot give your money back as well." Be aware. Run away from Telus. Is this a new thing they rob you.

In 1999 our local BC phone company “BC Telephone” merged with Telus. Under Telus the customer service is almost non existent. Whether I dial O for operator, 411, 611 or the 1-888 customer service numbers! Still can’t get through. Long wait times, no way to leave voice message, callback service not always working. Although my Home Phone line in BC has been very reliable, but trying to get in touch with a customer service rep to deal with billing or internet tech services, all long waits.

I called to have my Optik Box moved into a different room since a jack needs to be installed in the new room. After an hour of waiting, the person I'm speaking with asks to put me on hold while they contact a technician, which is fine, but ten minutes later they tell me that they "cannot reach the technicians" and that if it's okay, they will call me back later. I said sure but they never called me back. I was volunteering all day so once I was done, Telus was already closed and tomorrow is a weekend (and I'd rather not spend my weekend dealing with poor customer service). Also, the robot told me I could book an appointment through MyTelus and despite being a teenager (AKA technically-able) I could not find a single option that dealt with moving a TV within your own home. On the website, it would only let me select a different address or change my TV plan. I am beyond frustrated as this should be a lot simpler than it is being made to be.

We are Telus customers and we had to spend hours on the phone and being moved from one incompetent person to another and had to repeat the exact same thing again and again. This is extremely frustrating as nobody tried to understand the problem and we have been paying the TV subscription for nothing in return for almost three weeks now. If you have an issue with Telus, be ready to waste hours of your time and you'd be lucky if they solve your problem.

Good luck if you want to speak to anyone with technical support! They do not care about customer service at all, and your time is not respected. Wait times are well over an hour. We pay staff to sit on hold with this company. This company also outsources their business outside of Canada. Do not stay loyal to this company.

Having been a Telus Customer since 1994 I have been put through their horrible service over the many years much of which has been due to their Outsourcing and sending Canadian jobs to Mexico, India and now the Philippines. This is a big Corporation in Canada which succeeds in robbing Canadians off their hard earned cash and plays at using propaganda techniques to have the unknowing public believe that they care about Canada and its communities. When you take millions, eliminate jobs and put pennies back into Canada you are no better than a famous Con Artist known as Donald Trump!

Equipment didn't work after installation as expected. Smart locks were losing connection to main panel. I couldn't even use lock code to open the locks. No help and support came to address the issue for almost a week. Had to request cancellation of services.

The most outrageous thing they did was file a delinquency report for 9 dollars outstanding balance on the account I already closed in 2019. I was not made aware of this for almost 1 year and half. Just moved to FIDO, much better than Koodo or Telus and a much better customer service. They were unable to explain why they did not contact me before filing a criminal offence, for almost a year and half. Absolutely deploring, and these guys screwed up my credit history which I made for the last 11 years staying in Canada for 9 dollars. Please chose some other company.

I was a Telus customer with 4 active lines for 5 years. After exchanging thousands of $$ with them, they have decided to charge one of the acc 55$ for 190mb of used data!! It is 13/05/2021 and telus is a greedy???? That is going to extinct.

I got a subscription of 150 mbps but I am just getting 6 mbps. I have proofs of screenshots from speedtest.org. If I could attach the screenshot here, I would save a lot of customers from falling into the trap.

I would not recommend Telus to anyone. Left them a few months early as my contract would end 3 months. I received my final bill saying due date May 5th and made payment April 13th. They reported to credit bureau that I missed a payment. I called them to discuss and the first agent was not able to answer so I asked to speak with a manager. Phone got disconnected and no call back. I call back and again the agent is going to tell me that I made a partial payment the month before that is why they reported a missed payment. He is going to advise me that as per the prior agent I was talking over her. They put negative notes in their system about customer whenever they are not able to answer your question, etc. Never Trust Telus. Because of this negative report my credit score dropped drastically.

Would not recommend Telus to anyone. The customer service is deplorable. I have had nothing but trouble with the pvr box. The first time it was installed improperly and now it has shut down again. I spend more time on hold with them and nothing gets solved.

My boyfriend called in and made an appointment to have our Internet upgraded. Tech came LATE so my boyfriend was not home at the time to help him. We live in an apartment so the Tech NEVER told us he needed to get to the Internet box in our electrical room so he was already upset at me when he arrived. The Tech began harassing me by upselling me on other options I did not understand. I Explained to the Tech we just wanted what we asked for over the phone which was 100 MPS. The Tech told me NO and started upgrading our internet for a Apple TV 4K. I told the Tech we do not have an Apple tv to run it on and he insisted I can just watch it on my computer?

I am very unhappy with my chat with Customer Service today. I patiently waited for them to help me with lowering my bill and was left with lots of questions I had to answer and waiting lots of time and ended up with 0 results. I am currently paying $75 for 10GB of data and I know people who are paying the same for 20GB of data and Telus also has a promotion for $80 for 30GB of data. Why should I pay the same or $5 less for 10GB - 20GB less. I don't even use all of my data I should be able to get a better deal. Never before have I been so patient and got 0 results. Every company has worked with me but Telus. Fido currently has a deal for 10GB of data for $50/month so I know it is possible. I am extremely dissatisfied with my service today and Customer Service's ability to help me whatsoever.

I fired Telus about 17 years ago because of their poor customer service. Never in my 73 years have I seen a company undergo such a complete transformation. The Telus customer service today is second to none. Being older and probably not as tech savvy as some, I found that even though the prices for Public Mobile service were quite inexpensive, I wasn't able to negotiate a system where there were no humans to talk to and I decided to move my cell phone to Telus since we had signed up with Telus for a bundle with internet, cable and house phone, and so far we had been happy with our product and service.

As of the time of writing this review Telus does not offer the alarm.com SVR on residential accounts. As a result the alarm.com cameras can only take short 30 sec clips with a 30 sec gap in between each clip which makes it pretty much useless as a video surveillance system. I have heard countless stories of people's cars getting broken into and things getting stolen only to find out the cameras did not record the actual crime or suspect so the police or the courts can't do anything. So what are we paying for?

Telus Discriminates Against Religious Organizations, and Refuses to Respond to Concerns. 1) On January 21st, I signed up for new service through the Telus online portal, and received confirmation of the order. The purchase and sign up with Telus for New Mobile Cellular service was conducted and completed on January 21st, Including fees of $43.75. On January 21st I also Received an email form Telus as "Your TELUS purchase is confirmed and order details enclosed" indicating that the phone would be sent out within 24 - 48 hours. I will point out that at no point in that email, is there any indication, that any further information, any further process, such as a credit check or deposit will be conducted. It appears to be indicating a fully completed order.

Telus doesn’t help their customers. They don’t care if you switch to another phone company. Bob the supervisor likes to argue rather than help you. Worst phone company EVER!!! One team member doesn’t say the same information as another one and you wait on hold forever!

Over a month since I ordered my Sim cards and I haven’t gotten them. Then I get a bill for the previous month and for the next month. Somehow they say that’s normal. How can a company expect someone to pay $243 for service that I have absolutely nothing to show for. I also have a business plan with them. Telus has assured me that it doesn’t matter the quality of service they provide, they will not give you a discount. They will not even offer you $5 off.

Been with Telus for decades. Without going into a rant that would equal a full featured novel this company has caused so much endless grief in my life with their ** customer tested upgrades and Horrible customer service. They could Never offer a fluid, Reliable, Secure and affordable service in over 20 years. I have had to call in doz. of times to get something fixed that was working fine until they got hacked or upgraded their untested systems (consumer beta testing I presume - cheapest way). In other words it was not a problem the consumer created by upgrading hardware or changing device settings.

Was with Bell for mobile phones and Eastlink for cable, made a big mistake switching to Telus internet and cable, only works occasionally. They called to ask me to switch cell providers, offered us three lines and a watch for $120 a month, never got SIM cards yet was billed for an overdue account of $221? Each person I talked to said bill would be erased but wasn’t and every call my bill went up! Went to activate SIM card and after our two phones were activated we were told they couldn’t activate watch due to my completely false bill of $221? So why activate two phone lines before saying no to watch? They agreed it was a false bill so believe this is illegal as billing was false with obvious proof. Don’t sign with this scam of a company!

They are quick to call you back and respond to emails when you are looking to be a customer, but then ignore you until you decide to leave, then they send you nasty emails trying to belittle you for your choices. No way to actually speak to anyone unless you wait in the incredibly long queue of their main number. Too bad there isn't real competition in the cell industry. Perhaps Telus should stick to just Western Canada, then maybe they could give their customers more attention!

I was looking to switch rural internet providers and checked with Telus to see if I was in an eligible area, I was so I went into a local Telus store on December 22, 2020 to get set up with a SmartHub. At the store they confirmed that I lived in an area of service. With the SmartHub I was told I would have 15 days to try it out and cancel at no cost if it didn't work for me. Set it up at home, worked great for a few days and then on December 26, 2020 I just didn't have internet access. Gave Telus support a call, they did whatever on their end to get the service back and I made sure to mention that I was on a 15 day trial and wanted to make sure this wasn't going to be a reoccurring issue.

Our internet is half the speed that we are paying for more days than not. We have to call Telus once every month to boost the internet speed. No, clear solution provided for the problem. Customer service is hard to understand and tends to transfer from one department to another without fully taking the time to understand the problem. Today we were receiving text messages with overages of $10, $25, $50 and our data shows as fully used in one hour for the whole month although we pay for unlimited data and are at home using wifi. Customer service said it is a glitch in their system. Don’t get telus unless it’s your last option.

2 years ago I switched to Telus from Shaw to get their fibre optic internet. It still hasn't been installed and I have had poor wifi while I wait that cuts out at least once per day. We have had 4 techs and multiple phone calls with no solution aside from explaining it was outsourced to a contractor that missed our home. There have been 4 appointments that I have had to ensure I am home for with techs just keep telling me I don't have the line on my property even though that is what I am trying to get them to do.

What a nightmare Telus is.... and extremely expensive for what you get. I left telus for about 20 years and because Shaw was so terrible in too many ways say...I had no other choice but to go w/ telus. So I more than doubled my bill for 1/2 of what I got from shaw...and was forced to sign into a 2 year contract (money grab), read their....26 page contract (laughable as it only protects them and they can get more money out of you)...and the service is...terrible!!! Big screwup after talking to about 6 different agents just to get it set up (I thought) (how long is that in wait times???) and not one...checked to see if it was hooked up to my home. Finally got that done and it took 1 1/2 months to get it fully going reasonably.

This company is horrible. I get SmartHome security service from Telus a year a year ago and that time I asked several time from the agent to make sure there is no contract and he said, (No there is absolutely no contract. You can cancel anytime without cancellation fee.) Now after one year, I've been trying to cancel my account for a week. I can get someone on the phone instantly when I want to add a service but when trying to cancel my account they make it impossible. Just got disconnected after 2 hours waiting for the 4th time. And after a week trying, when finally someone answered the agent told me, "You have 3 years contract and if you want to cancel your service you have to pay for the 2 year remaining contract," and I told the agent to just check the records in my account or if I can talk to a supervisor about this issue, and the agent said, "You have only one options to pay your final bill" which they charge me $800 or they will send the bill to collection.

We had our internet installed early Dec 2020, the technician came offering a bundle with Optik TV saying that we'd get a $20 off on our internet bill, a $200 credit and we could cancel the Optik TV for a small cancellation fee. He informed us that the discounts would still apply if we didn't like Optik TV and cancelled after a month. He said it was worth giving it a go as the credit would cover the usage and cancellation fee. This sounded too good to be true so we asked the technician 2 more times and he clearly stated that we can still keep the credit even if we cancel.

They are like rats...Try to get every dollar from customer including seniors and if you missed payment they threaten to disconnect. No more decent words. Every time they tell that your bill is ready there must an increase, then we have to call them to complain.

I signed up a cable and internet last September and promise me to get a 3 months free. But along the way company started billing me so I followed up last December what's going on to my account and spoke to 3 different people with three different opinions. So I finally reach out to the loyalty department and ask to pull out the recording that I asked last December when I spoke to one of the agent. The manager told me he does not have copy of the recording anymore cause they only retained it for 3 months.

Too expensive, hard to get clear answers as to service provided. Long waits to speak to a technician, Once you make contact then answers are clear when talking technical details, but not when discussing various charges.

I still can't believe that I was waiting for about 3 hours to ask questions from Telus without having the answer at the end?! They just transferred me three times and the last took more than and half hours!!!!

I Called Telus to ask about lowering my bill and they said they could by $10. I told them about another competitor deal and they told me to go to Fido. I have been with Telus forever why would they want to let a long time customer go? I called three times and all three times I was told to go elsewhere so guess what? C yaaa.

To whom it may concern. In addition to having to be on hold for long periods of time I am dealing very poor bandwidth. Sometimes as 5 mbps dl and .05 ul. I can't run a business with these connections speeds. What is frustrating is.... miraculously they get the speed up to what the agreement after the call, but it only last the day. I feel they do not take their customers' needs very seriously. Just want to experience what I pay for and write a positive review.

I have 2 Business Accts with Telus. The Sales agents forget to put the promo codes in the both Accts. It took me more than 1 month getting everything sorted and spent at least 3-4 hrs on hold every time I called them. Thank God that I had the email confirmation about what I was offered. The agent never called me back. Even I sent the Confirmation email to the Manager about the promo I was offered, she declined saying that sorry they do not have any promo like that. It was the worse time dealing with them.

Have been a Telus Mobility customer for 15+ years. We are part of the EPP program. Had bought a iPhone XR 2 years ago on a bring it back plan. Received a text reminding me the contract was up and to either elect to keep or return my phone. Planned to return and use the mail it back option to avoid driving 1.5 hours to Telus store during global pandemic. Followed instructions on the website and spent the last 3 days and over 8 HOURS on the phone with 3 different reps. This is beyond ridiculous. The poor reps have no idea or authority to solve the issue. Hours and hours of wasted time to replace a phone in 2020. Unbelievable. Still have no resolution. Telus, you are making it very easy to be replaced.

So there's any update I would like to briefly share, refund submitted should be receiving soon and took a while as well making a point were all not perfect. Patience and communications is key. Thank you Telus especially during this pandemic!

I moved from Koodo to Telus by getting false information and now they are charging me for no reason a 200$ amount. They didn't tell me about this payment before so I recommend you guys that don't trust them if they call you and. Ask you to move to telus because they are not reliable. I know it's hard to believe but I'm certainly telling my experience so that you guys cannot be fooled. Stay happy and safe.

Telus customer service or live agent is hard to reach. They always redirected you to the virtual assistant which can’t help you at all. Waiting time is over two hours. If you ask for call back and they don’t know the answer. They will transfer you to another department, the long wait begins again. Not acceptable.

My wife and I had been Telus customers for 7 years. After our divorce she moved so I set up the account In my name. Went in to get a cell ph and had to pay a huge deposit. At the same time I set up my internet through them which they insisted I pay another huge deposit for. After thinking about how I was treated I returned the box which was not even opened and the ph and went with Rodgers which I am happy with but now I see that my credit rating has dropped because Telus has filed a $50 charge for rent on the unopened cable box which I refuse to pay!

The worst service ever experienced. Telus changed over email service to Google and lost my account, all my emails over the past 12 years. I have been a more than loyal customer for reasons I don’t know why My husband and I have stayed with for far too long. My husband has called Telus more than six times, put on hold for over six hours in total to be told it would be fixed, told we would receive call backs which never happened. Now all our basic TV channels are missing. Another hour on hold with Telus this morning, after a call back, Telus has still been unable to resolve our problems that we pay $175/ month for. It has left us no choice but to cancel our service with Telus. Another phone call to Telus to cancel service. Customer service told us they would try and fix the issues and call us back. We have yet to receive a call back. Telus, we have given you our business for far too long. Time to say goodbye to a bad relationship. Done.

I was with Telus for more than 4 years now. This never happened to me before. They just cut off my line without notice. I don't even have existing balance! Granted my contract has ended but should they at least call me first to continue since my whole family and friends is with them too? This so disappointing. It seems that they don't really care they will lost a loyal customer.

I got scammed by Telus sales team. I received a call from Telus agent like we usually get almost every week for their sales promos. Agent offered me a good plan with phone, it was a good plan so I signed up. I got confirmation email from telus and my credit card was charged by telus webstore. Next morning, on the safe side I checked from telus and they confirmed my order. In short I received I received parcel through UPS and when I opened it there was 2 phones instead of one and meanwhile I got a call from agent for verification and I confirmed him 2 phones, He told me to return those ASAP to get the right one. I did it.

The Telus Smart Hub restricts certain Internet activities like using our company VOIP phone system. It worked very well with our previous Internet service provider (ISP). After finding this out in the first 24 hours, we tried to return the Smarthub and cancel our plan. Telus said a resounding NO! After being backed into a corner, our only option was to use the Huawei Smarthub we had and no longer have a functional business call centre (not an option) or take Telus up on their offer to replace our new Huawei Smarthub with an older-model, used ZTE hub so we could continue to make & receive business calls.

It went from a good to the worst experience. Modem replaced several times. So was all TV boxes. Wi-Fi is the worst. I bought a booster only to have the Telus boosters also go. 150 150....I get 20 or 30 150..... Telus blames my neighbours. Can you Believe this. The worst is I have a home security system. I constantly get reports that my security system is offline because no internet connections. Telus stopped by the other day trying to sell me Babylon and home security. They promised to send a Technician by. Still waiting. I went online today at 430...then they said they would call back in 60 minutes. 930 now, still no call back. Their online help is absolutely useless and misleading. Pure Fibre is full of problems and overpriced considering it only works at best 25% of the time. I can go on for hours on Telus screw ups.

I have had to constantly phone monthly for Telus to honor agreed upon 2 year contract. Agents offer deals and then say it can only be for one year but they'll note in notes that I was offered 2 years and other agents will honor it. I'm sure many customers do not check their bills and pay extra. I am frustrated with calling monthly and spending my precious time on this absolute nonsense which to me is dishonest. Tonight I've been on the phone over two hours trying to get my sports package back, given the wrong one with no baseball and told it was baseball.

This company is completely irresponsible. My internet and phone bill every month comes to me for the amount of $108.00. In the last 4 months TELUS duplicated the price of my bill. I have had to call customer service every month to fix the problem. They fix it and give me a reference number and they say it was an error. This month of October I received a bill of $640.00. Customer service tells me to pay the bill and that they will return my money, I always have to wait more than 2 hours on the phone to speak with somebody. The customer service for this company is the worst. Now I can't even cancel the account with this company.

I've been a Mobility client since 1996 and full home service for 15 years. Their high speed internet is the worst in Vancouver as it constantly cuts out and drops Zoom meetings and pauses streaming services. To add insult to injury their SENIOR tech teams who are assigned to troubleshoot ongoing issues all say there is nothing wrong with their service. When you press and say, "Then why are we having these continued issues?", they just bat you around and blame Netflix and Apple applications calling them "3rd party" hosts and they aren't responsible for ANYTHING.

In 2014 I was charged $500 for a 10 minute call roaming New York to Canada. I have called before my trip to set what they had then as prepaid roaming, an amount to set previous to a trip. Unaware that in my Telus Bold Blackberry the customer service agent never did her part on making the necessary changes and protect me from the roaming, I was upset and left the company to never return. I later spoke to a customer service to please remove the unfair charges, and I learned later it was never done. My account incurred in a kind of default, also unaware, because I never ask for a credit report. It was until late 2019 that I was denied credit from American Express. I had to call TransUnion. Called Telus collection department, and my account stated an invoice was sent to my apartment; but I moved out a long time ago and never received any bill once or ever.

We where told by Telus that the hub would work in our area and there would be no issues. We were given a 30 day satisfaction guarantee in case it did not work. Apparently the 30 days start when you sign up not when you receive it in the mail a week later. We hooked it up as soon as we got it. We was supposed to get up to 25 gigs per second download speed but only ended up with half of that. We have lost connection multiple times during the 3 weeks we used it. We decided not to keep it because of the poor service. Cancelling the contract is a nightmare in itself. We ended up going past our 30 days because we could not get threw to cancel. Minimum 2 hours of being on hold for 3 days before getting it cancelled.

Just an FYI for anyone moving. I scheduled 2 months ahead, found out a week before moving in that they were cancelling my installation date and moving it back two weeks. During Covid working from home and now no internet for the home I am moving into. They went by the place to do some sort of installation outside from the street and the current home owner turned them away. They did not call to schedule this or notify me in any way so that I could let the people living there know ahead of time. I then got through to an agent who told me they would get someone to go by this past weekend and I notified the current owners. They didn't show up and now are trying to push my date back even further. No resolution offered once again, nothing compensated. Congratulations. This is the worst service I have ever experience. Severely incompetent and broken in the way they operate.

YOU PAY IN ADVANCE,, AND 42% + IF YOU ARE LATE???? WORSE THAN LOAN SHARKS, 3% COMPOUNDED MONTHLY!. Example just to put it in numbers $4.92 a month on a $169 bill. Warning do not be late they will nail you!!!

I can't wait for contract to end! I've had nothing but trouble. And Very Expensive! Every time I call, not only is there usually a long hold time, I find service to not be entirely helpful. And their warranty really sucks! You not only pay a monthly charge, you pay a lot to get it sent in. And when I did it cost me a lot before I sent phone back. And when it couldn't be fixed they sent me a comparable phone because my model was unavailable. I hated the phone!

Regrettably, we had our home security contract with the 5 star Alarm Force taken over by Telus. We got a notice from Alarm Force advising us this was happening, but never heard a word from Telus to welcome us, tell us if our contract was unchanged or to coordinate billing. About 2 weeks before the formal transition date, our back door sensor stopped working (not the battery). We called Alarm Force, they told us it was not a Telus issue. After finally finding a number to call Telus, they advised there was nothing they could do until the contract date. Several back and forth between companies finally had Telus agree to have it fixed, after the start date.

We have been loyal Telus customers for many years and across Canada. Today I called them to tell them we were moving into a new home that already has internet access and they tell me it's going to cost us $10 a month for the next 10 months because we have a contract. I am absolutely flabbergasted that they get away with this nonsense!! We have no choice but to pay it off and I guarantee we will NEVER be Telus customers again!!

Some time ago I caught Telus red handed over charging me on my monthly bills. They denied it and forced me to go thru every charge and every phone call, which showed them charging me for fake services. Their client retention people talked me into staying and gave me the money back. Then I signed up for a 2 year phone contract with a new phone. After 3 years they were still charging me for the phone. I called in to find out why and they had the nerve to tell me it was up to me to cancel it. And that they couldn’t reimburse me for the years worth of inflated payments they took from me.

I called for my billing issue. The waiting time was almost over an hour. They just play the music and will say sorry for the delay. I don't think they understand the value of time. It is so inconvenience to pay the bills online if it's a corporate account.

We have 3 cell phones and 2 home services with them. As one of the family members was purchasing a new home, we had it set up to get internet on the day of possession. Day before possession Telus calls to say they need to push it back 1 week. As this family member works from home she had to use her data. Once she received the 100% warning text she shut her phone down. We now have a $10 charge for data overage. After calling in they let us know that "they will do us a favour and give us a $5 credit, but to not expect it again as it costs them money to send the warning texts and they do that for a reason". We spend $400/month there. Easy to say that we are all switching to Shaw mobility services for a total of $250/month and the same services. DONE with Telus and waiting and waiting to speak to a customer service rep who won't do anything for you anyways. DONE giving them our money each month.

Brutal company with horrible service and wait times to talk to horrible service in the hours. Failed to provide home internet and then overcharged my mobile as well, absurd, bills just for my phone and internet ove 500 per month!!!! Avoid at all costs.

I have been with Telus Mobility since 2016, the past few months they charged me from my attached bank account on Telus website three times the amount needed to keep my phone working but I never received the service, then they blocked my account. I called the customer service many times, when I was able to join them, they put me on hold for more than 50 mns then the agent was repeating the same sentence again and again in a defensive way without listening or understanding my problem. Now I am losing all my contacts because they locked my account for a reason caused by them. They charged me for the same service three times which I didn't receive then they locked my account. I am giving one star as I cannot give less.

Telus ADT has extremely poor customer service. My system was originally from Voxcom which became Reliance, then ADT and then Telus. Since Telus took over it is the worst service I have ever seen. My system is old, original 2008 equipment and way out of contract. It broke and try to get something fixed or updated. Everything is a hassle and the tech says you have to call the Loyalty line? I thought they would be able to upgrade the old system hassle free to at least PULSE with a cell app etc. What Loyalty, at a minimum you have to sit on hold for 1 to 1.5 hrs.

We have been with Telus for about 3 years now. And they called us to offer a new home bundle deal since Fibre was installed on our street. The offer was for the fastest fibre internet speed option they had, and an app that allows us to watch tv. We thought great! Faster internet. Little did we know, the internet does not have wifi. We can only connect to it with Ethernet cords...which is soooo old school. But we thought whatever, we have computers we will have faster internet. No, it actually has slowed down. Trying to log into anything is a nightmare. Even trying to log into email can take a minute or two, which in internet word, that's slow. Over all, I would not recommend fibre, it isn't that great and the fact that we can't connect to wifi would have made us say no to it.

I moved into a new building that was offering 1 year free internet service with Telus. After signing up in March, I received my first bill which was $13, spent about 2 hours trying to reach a customer service representative to get this measly $13 waived. Second month April, I receive another bill for around $30. Again I called Telus and spent the entire morning trying to get this $30 waived (again internet is FREE for one year). Then I didn't receive any bill for the month of May or June, only to randomly check my account yesterday to find out that I am owing another $30. This time NO BILL was sent, and payment was due on July 2nd!!!! This company will ruin your credit without a care in the world, and you'll spend NUMEROUS hours on hold with customer service agents month after month to dispute a bill that was never necessary to begin with. CANCELLING MY ACCOUNT!

We ordered service from Telus on the 25 June 2020 and we are still waiting for service to be set up. I have attempted to call Telus many times but am put on hold. We are a business and are also serving our customers so it is difficult to remain on hold for extended periods of time. When I called Telus today I was on hold for at least 2 hours and then when I finally got to speak with someone she transfered me to another department. An automated message ensued which advised me to call back during working hours. I can only say that I am extremely disappointed with this service and if there was another company that could provide would switch to them immediately. I had to give a rating of 1 star as there is no zero as an option. Should be a zero!

I made an online order on 15 June 2020 and have been struggling since then, to get only one answer to my question “WHERE ARE MY DOCUMENTS BEEN RECEIVED?” I have had been speaking to 15 different people either from Customer Service or Escalations Department but since 25 days they don't have answers for me. THEY DON'T KNOW WHERE MY DOCUMENTS ARE AND WHEN WILL THEY BE ABLE TO REPLY BACK TO ME. I spoke to Mohammad, Stephanie, and Ellion from escalations department and according to them since 15 days the WEB STORE department is not replying to them. Pathetic customer service. Not going to deal with them ever again. Very irresponsible with delegate information from the customers.

My experience with Telus is not one that I can speak highly of at all. I spend many hours of each day on my computer as well as my cell phones at home. Not just me also my wife, my daughter and my son. The Wifi connection around the whole house is unbearable and is some of the worst I have ever seen. Constantly turning off and lagging even though I have bought and paid for 5 Telus Fiber Optic which is apparently one of there best options. I have contacted support many times and I always get the same answer of "just try restarting it" or something of that sort even after waiting on hold to get into calls for hours.

I tried to get Telus 115 Internet. My apartment couldn't support that speed wifi, they didn't tell me details "it just slower and you pay less." It became Telus 75. At the time I had no idea how fast my internet was, or even how much my bill would cost without access to my account. I have no info and I'm frustrated. I Call telus (which is a pain in the butt to do by the way!!). Talk on customer support to sort it out...finally ok. Lady on the phone is nice, I know I'm mad with Telus itself.

I been with this company Telus for about 2 years for personal line and since I have a business I decided to get a business line so the phone line for this business line was opened under my partner's name and I had to port my number out from my personal line to keep my number.... So when I did my line got canceled as everyone would expect. I remember paying some portion of the bill but I knew I owe them some money for the few days of usage and waited for them to send me a letter by mail for my final bill or email or at least a phone call. Telus said they had sent me a email notification few weeks back but I couldn't find it when I searched. Maybe they did ended up in the spam. I don't know and they sent they sent a mail out to me. I have not received the mail. I told them that they could of contacted me before but they said all they have to do this and send it off to collection. The amount I owe them is 30 bucks.

I switched to Telus from Rogers in 2019 as they offered a promo cellular rate. Worst mistake ever. I live in central Toronto... North York to be precise. Their cellular service is unusable from my home location. Even Freedom Mobile that I have got for my family works fantastic at our home. Not Telus. I have been calling them for 9 months and no resolution. They tell me WiFi calling is the only option. Sad.. and a joke. I have WiFi calling on and still have constant call drops or poor connections at all time. I pay over $100 a month and it's a joke when they even dare tell me to use WiFi calling which I am pretty much using my WiFi provider that is a different carrier and Telus keeps taking my money for nothing. Switching to another provider after 9 months of talking to them for nothing. Telus simply does not care to resolve customer issues. Total niğhtmare dealing with this cellular provider.

We have had the system for over a yr and have had nothing but problems, from no recordings, deleted clips (not by us), no notifications and more. We have had our vehicle broken into right under the camera with no detection. We have spent many hours multiple times on the phone with "techs" and managers, have had "techs" come multiple times and still doesn't work. Had new cameras installed yesterday only to have absolutely no video clips since!!!

They offered me an average plan. It was still acceptable with a new phone. Then, they have made roaming mistakes (mentioning that because I am close to the US, sometimes it takes their signal), and charged me hundreds of dollars of roaming fees. They have changed my roaming options also without notice of extra charges. They have charged me text messages I have never sent as well. Their signal is really good, but definitely not worth the struggle of having to call them every time for mistakes done by them.

I ordered a phone from Telus Last week. They sent me an order confirmation with a payment number and a link to check the status of the order. I checked it and it said they needed further information to process my order. I sent an email asking what information I should send to the address they provided, and got no response. Seven emails later, with no response I cancelled my order and requested a refund. I am still waiting for a response and my refund. The Telus mobility online store is an absolute rip off. I am so amazed the CRTC hasn't caught up with them.

I have been overcharged on three separate occasions over my 2 year term. Twice this year!! They billed me long distance when I was I called from a (780) area code to another (780) area code. I was an hour down the highway from my home town!! They charged me roaming when I could not use my phone. Said it would work like at home. It did not work at all. Locals had no problem but apparently it's my fault they misrepresented the performance of their roaming service. After the resolution process I agree to pay half, then when I get my bill it's $40 higher than they said on the phone. I would never again deal with Telus Mobility. Greedy, no help, they don't even want to waive late fees on that $40 during a pandemic when my household income is dropped by %40. Bunch of jerks.

Telus is major Canadian provider, but plans are very pricey. Sometimes I access service in error that I don't want and then get charged a premium fee. Staff have been very helpful and provide answers why questioned.

Offered their services on a very attractive terms. However, sent their contract after 3 months, completely contrary to initial offer, and told early disconnection fee would be charged as 30 days trial period is over. After long follow up and providing documented proof of their offer ultimately confirmed in writing that initial offer would be honoured. Even thereafter did nothing. How can one depend on such an anti-consumer company, which adopts every tactic you fleece their customers.

Could be cheaper but the customer retention people are great! I have been with Telus since cell phones first came out. They have always been very helpful when it had been time to renew, although I hear newer customers don't get the same treatment.

While some of the contractual details are unreasonable, overall Telus does well. Responds quickly and reasonably and uses its contractors wisely. They will usually stand behind their commitments, and if challenged on their commitments, they will do what is right, most of the time.

Absolutely impossible to work with. Took two week from the time I signed up for a plan to actually receive and SIM card and have it activated. Then get a bill double the amount on my first bill. No one explained that I would be double billed on my first bill. And on top of that, Telus has a very backwards definition of what POST pay means. They explained it's like a restaurant. You pay after you eat. Except Telus wants you to pay 3/4 of the way through your meal. Doesn't seem like Post pay to me!! Just remember if there is ever an issue, expect them to blame it on the system and not be willing to fix the issue. The big three are allowed to get away with anything they want.

Full monthly bills and taxes for 6 months in advance. Instead of appreciating my advance payment, they billed me for additional charges with various excuses. As the dispute was not resolved, they disconnected my line and connected on their own choice after a month and then asked for re-connection charges. I cut all my TV, land line and internet from Telus and used other providers. Then they sent the above unfair additional charges to a collection agency. I explained the reason to the collection agency but they do not care about my reasoning.

The worst customer service bar none. They will willingly lie in order to get you off the phone asap. They have no regard for your concerns and when called out will snicker and laugh while you are still on the line.

I called to inquire about a cell phone line and mentioned I would use it for my newly established business and that I need to know if there are plans that are low rate as I am just starting out. I said I did not need any unnecessary charges such us data as I want to use this phone purely for receiving calls through a forwarding service to my existing number and outgoing calls that show the new number.

We kept a land line just in case.... so $25 a month isn't bad for nothing... but then Telus decided to raise it to $42, no reason... We called to ask why, they decided to try out the CRTC card, when they have never listened to CRTC in the past... So we canceled their service after waiting 1 hour 45 minutes on the phone.... Last year our line died for some reason and they could not come out to fix it for 4 weeks. Good thing we don't rely on them. PATHETIC SERVICE!

Hi when I started services with Telus my agreement was $85 for tv, home phone and internet and six months free for home security. After that $20 kick in. I said ok. Now they want me to prove it. Now its is almost $ more over the price. I don't want anybody go with Telus.

This is a disgusting company. I told them that they could not put one of their utility boxes on my property. So to insult me they went ahead and put a connection on what the called the council's property which they made sure was as far up to my house as possible. Disgusting. I do not like Telus and will never be their customer. My previous dealings with them, when I was a customer, were far from good.

Since day one (3years ago) we have been given the run around, starting with the days mixed up on Telus side to have a tech set our service up. Then for THREE years after this we paid always on time for the optic services, countless times within the three years I have called in because the home and internet service is horrible, freezing and always initializing. Only to find out on a countless phone complaint the telus manager sends a tech out tells me for a service check. She totally lied because after THREE years of telus charging us for optic they finally realized we were not even set up for it. We only had copper wires!!! So this service check that should only be an hour appointment turns into four hours for tech to install properly!!!!

If there was a way to give zero stars I would. I can't even begin to tell you how many times I have had to call Telus because our network failed to work. It goes down at least twice a week. When you do get lucky enough to speak to them, you end up talking to one illiterate person after another. They either keep asking the question over and over expecting the answer to change or they don't listen at all. It time to part way and go with Shaw again. It just might be the lesser to two evils.

At the beginning of Jan/2020 I contacted Telus mobility and talked to Cecilia. I told her I have a cell phone (actually a flip phone) that I only use for emergencies. I had asked if telus would extend my one year expiry date to two years. She checked my records and saw how little I use the phone. She recommended a plan more suited to my needs. She said she would call me today to confirm what we had talked about. Just talked to Cecilia a few minutes ago and plan is now a go. I certainly appreciate her taking the time to save me money. With this new plan my $100 should last approx. 33/34 months. I’m a very happy telus user.

I have been a Telus customer for many years but this will be the LAST contract I sign with telus. I just finished a 2 year contract with them and my Samsung S7 phone quit working so I took it to Telus Kingsway to get it checked out. They looked at it for a few minutes, tried to get it going with no results so I purchased a new S9 and signed another 2 year contract, also purchased a Otter case and tempered glass protector which THEY installed and less than 24 hours later the glass cover just fell off and cracked.

Every night around 12am my Wi-Fi is slowed down to a crawl to the point where my 5g doesn’t even show up in Wi-Fi settings. Half the time I end up wasting data on my phone plan because of this. I was gaming for money and lost because of this. My upload speed was in the kbps. Every time I’ve called about my Wi-Fi speed they tell me it’s the walls or too many people are on the network. But at 12am it’s usually just me on the network.

At home our internet service was running at a speed of 3. We stayed on line for 1 hour and 12 minutes before the first person answered. Then she referred us to someone else which took just under a hour. At the same time, the message consistently repeats that they realize our time is valuable and yet it takes this long??? Why is Telus not hiring additional employees? At work one of our phone lines went down. Same thing in the wait... please remove that our time is valuable as it is very insulting as clearly when there is such a wait, it is not valuable.

After being on a corporate account with Telus through BCMA/Doctors of BC for years we finally got tired and switched providers, got a much better plan for half the money. But the glitch... Telus is refusing the remove a porting block on the numbers that we were never informed it existed by the administrators at Doctors of BC and those people are away between Dec 21 to January 2 with no one to contact. So now we are stuck with four bills instead of two. No accountability on either part, typical Telus behavior.

I wish there was a zero star rating. I bought a two year contract since it was cheaper. I cancelled it after three months since I could not make it work at all. They charged me a very large cancellation fee.

Been with Telus Mobility for over 20 years. I pay my bills. My previous contract with them involved paying off 2 phones and 1 of those phones was not in use for nearly 3 years. The phones were paid for fully a year ago, Only 1 was in use for the 3 years. I came to them 3 years ago to cancel the service for the one. Was told that due to the contract would still need to pay for phone and service for full term or 2 years. For over 1 year I have paid for service for this inactive phone that was deactivated 3 years ago and for the phone itself that was fully paid for one year ago. When asked for some sort of refund or offset to current bill, there was no responsibility assumed and no offer for refund given. Of course my only contact is someone in the Philippines who could barely speak English. I am sure these guys are not alone, but don't buy from these scumbags. No loyalty and no honour.

Telus came over to fix a problem with the tv signal. The guy shows up, does some changes and leaves. The TV starts shutting off again. No signal so I get another Telus worker to come over and he changes the tv box. He leaves and 30 minutes later the tv shuts off again. This has been going on for two weeks and the problem is not fixed. These idiots just send morons over to fix the problem and they never fix it. It's just a clown operation with this company.

Decided to switch from Rogers to Telus for my wife. As she was away they issued a temp number for one week. After one week called Telus to activate and transfer her number to Telus which has not happened since last Friday. We made more than 5 phone calls and spent 40-50 min each time. No luck yet. From morning her phone is not connected to any of the providers. No connection at all. They do not know what is the problem...! Very disappointing. We made a big mistake by choosing Telus.

A Telus salesman came to my door. He promised me $60/mth internet, $20/mth landline phone, $40/mth Optik TV. Two month free trial, no contract. I told him I never watch live TV, I record & time-shift everything I watch. No problem he said, he would throw in a PVR. So they install "PVR". Only it wouldn't record. They send out a tech. He said the box I had installed is not a PVR. So he gets & installs a "real PVR". It won't record either. The tech calls his support people to find out why. Turns out Telus has a policy that won't allow PVR's for commercial customers. Why did the salesman and tech not know this?

**

I got a new Samsung phone with Telus after having iPhone for 8 years. When they made up my new contract I said I wanted warranty or insurance on the phone so they added Apple Care to new contract. The phone got drop two days later. The phone crap out and they won;t fix it after they found out that I should had a different warranty on the phone because they screwed up on the contract and apple care. I told them to cancel the contract and I drop the phone back at their store and now I'm on the the hook for a bill of 780 with no contract, no phone and they won't give me back the the phone but still want their payments.

Simply the worst customer service in the industry. I was a client for 18 years with several major issues along the way. Recently we called with yet another problem and it took over 4 hours being transferred back and forth between different departments - simply infuriating - to learn it couldn’t be resolved. The final straw was they had randomly lowered our internet speed in the midst of a 2 year plan from 6 down to 2 Mpbs with no warning - when we reported this issue (after several months of agonizingly slow speeds without realizing what they’d done) they claimed at first it was untrue until they dug into our bills and realized they had actually done this.

I have been a customer of Telus for several years - mobility and home services. I switched mobility to another service provider that was more cost-effective (Freedom) and could not be happier. After that switch, I began contemplating moving my home internet over to an independent company - either Can-Com or Teksavvy. The price of the Telus internet was considerably more than that of the two independent companies. I phoned Telus this past October and talked at length with a Loyalty Department Representative. She offered what sounded like a great two year TV and internet plan that was $55 dollars cheaper than what I was currently paying. Like a fool, I agreed to it.

I was overcharged d$260 due to fraudulent billing, when I caught their fraud they offered to refund me $59. I was given a defective phone and Telus refused to rectify it. I will not use their service again, horrible customer service at the store and over the phone.

I have to say that agent was so very awesome I can’t even express how wonderful he was! He had helped me and had gone above and beyond his job duties and actually was awesome and amazing person to chat with. I really wish I got his name. That man needs a damn raise!! I cannot express my gratitude enough with all his kindness and help! Even the lady who had set me up with my phone lines was also amazing! I vote TELUS all the way! Amazing customer service providers for real!??? ❤️

Very poor customer service. They made a mistake on their end, and rather than trying to help fix it and make up for it, they simply brushed it off. Extremely disappointed in this company, as they clearly only care about the money and not about keeping their customers happy or loyal. Will be switching providers asap.

I've been with Telus since 1999. That's 20 years. I've always told people how amazing Telus is for their customer service. I just had to call and speak to two different people and my problem still isn't solved. This is unacceptable when I am paying premium prices for my plan.

On October, 10th I was called on my Cell by a Telus Customer Service Rep about getting Optic Tv, and I told them I wasn't Interested unless they made it worth my time. They Said I qualified for a 55" Samsung 4K HDR T.V. and Also said I would receive a $500 Prepaid Visa gift card on top of it if I agreed to a 2yr term for Optic T.V. I received the tv but now they refuse to give me the $500 visa gift card lying so they could get a 2yr tv customer through giving MISLEADING & FALSE STATEMENTS! They Also made me wait almost 2 1/2 hrs to even talk to 1 customer rep because they Knew I use a pay and talk cell Intentionally Wasting my minutes so they wouldn't have to talk to me in the customer Loyalty department! ANYBODY THINKING OF USING TELUS DON'T. DO BUSINESS WITH SHAW CABLE INSTEAD!!!

I have been with Telus for many years, now I have the tv and internet only. Even-though I have the internet speed 50, but still have problems. It's really hard to speak to their agents, because you have to wait for long time. Today I am trying to switch to fiber optics to have a better internet and get a better deal. I have been in the phone waiting for 49 minutes and still on the line waiting for someone to answer.

Nice and helpful the first couple of times and then they change. I will never go back to Telus again. I have been with this company for over 10 yrs and they just lost me as a customer. I have already called several times about them charging me data usage. I went to make a phone call and no money on my account. Again. I tried to speak with their customer service and they will not give me my money back. Charges for data on my phone when I was nowhere near my phone. Other times I wasn't even awake as they took money in the middle of the night. I was told, "These charges are valid and we're not giving your money back." It may not be much from one person but that's around $250-300 a year they just lost from me. Beware of this company.

Just got off the phone after an hour with Telus Mobility support. We have been good customers with them for the last 25 years or so. Last May we changed our plan to try and save some money since I have had health issues for the last couple of years. We have 2 cell phones on our plan so we were told to get a small bus. shared data plan for 25 bucks for 3 gb of data along with the regular plan on the one phone. That was fine for us because we dont use much data anyway and we could save some money. A few month later the phone bills seemed fairly high because I thought I was using too much data and I was getting charged another 10 bucks, did the math on the data used on both phones and found out we were way under our allowable 3 gb.

After over ten years with Telus, I have never felt so enraged. Last year, my dad bought me an iPhone 8. We were told in the store we were paying for the entire phone in that moment. We were NOT TOLD that we were in fact signing a two year contract to pay an ADDITIONAL 365$ towards this phone over the next two years. When my phone was stolen a year later, I was told I had an unpaid balance. I spent 6 hours trying to remedy this with Telus that afternoon and the best they could do was offer me 100$ off my remaining balance. Completely miss the point that you misled a life long client and then did not fix the situation. Cannot believe the lack of customer appreciation.

Wow, where do I start? In April 2019 I began having issues with my TV cutting in and out and audio static. I called numerous times, waited for, in one case over an hour, told to reboot. It got so bad I was rebooting the PVR every time I turned on the TV. Twice they sent out "technicians" and they didn't fix a thing. Now, I am intelligent enough to know that if my AppleTV works just fine, then this is a Telus equipment issue. So, finally in September after 5months of never getting satisfaction and paying for TV that I couldn't use, I asked to speak to a manager. I told her I was cancelling my service but I didn't know when Shaw could connect me. She told me to email her with the dates for cancellation which I did. "Cancel email Sept. 10 and internet Sept. 16."

I'm a self employed consultant working from my home office. I bought the TELUS fibre service thinking it was a great opportunity to boost my bandwidth with bi-directional service up to 160mbps. What I've discovered is that I seldom actually receive the service I'm paying for. Today it dropped as low as 8mbps down and 12mbps up (tested with Ookla and the connection from my service in Calgary to TELUS in Edmonton). It levelled off at about 50mbps each direction later in the day and has been spotty like this for a few weeks.

Ordered a cell phone from Telus web store on Sept 8. Was promised of a new phone. However, the phone arrived in a box with broken seal. So I started RMA and returned the item back to the store. Now I have a problem getting refund. After a month of waiting and calling to customer support, I still don't have the refund. Nobody in this web store cares about customers. They don't reply to your emails and phone calls. Will never used it again.

I was moving services for my parents moving into a new home. Telus services are siloed, so I needed to flip between, mobility, home services, and security. Hold times for home services was between 1 to 2 hours. I spent about 30 hours of my life and a week only to find that Telus does not provide services in a developed affluent area of Fort Saskatchewan. Individually, the sales reps were good although in home services they never got back to me with information that they committed to doing. I was so frustrated that I sent a note to Telus senior management documenting my experience, the website said they would respond within 24 hours, well it’s been 4 days now, and nothing. I guess the lack of true customer service and responsiveness starts at the top. Conversely, Shaw was amazing and follow through has been fantastic.

I have been a Telus customer for that last twenty years. I have paid my bills and have a credit of 93 dollars towards my next bill. I owe $150 towards the phone I purchase on contract. I phoned them and ask to waive that money being a long term customer. After a period of time they offered my 100 off that amount in which I reluctantly agreed. They then put conditions on it saying I can only use it at a telus store. I wanted to get the deal at Best Buy. To me this isn't about money but about the fact that they have no regards to losing a long term customer. I didn't get new phone yet but when I do it won't be under telus. Their customer service sucks.

My phone never really worked. Telus continues to bill me for service that does not work. I have tried following telus support tech directions and sent phone away for repair. No contact from them and then just directed to fine print about how telus can void warranty if they wish.

I switched to Telus from a competitor because they were offering a better plan for more data and a lower cost. Makes sense because who wouldn't more data for a better price. upgrading from 5 gigs to 10 gigs is a no brainer. I have had nothing but grief from Telus ever since. My first month in I was over my 10 gigs of data in the fist 15 days of activating my plan. For the record I didn't insert my sim card until the 9th of the month so that gives me 6 days to use 10 gigs.

Just wanted to give a shoutout to Dave **! After finally getting thru to the fix it division they had said that they could only come out on the Sat between 3-5... however when we originally had our Telus equipment installed a great guy Dave gave us his number after completing his installation. He gave us his number to call anytime - he came thru for us on the same day! With grandkids arriving, it was crucial... as well as not going over our cell data with no wifi!! He’s awesome! Telus give him a raise!!! He’s a service technician, home team! Thank you SO much Dave!

Telus is doing fibre upgrades in my area. I have several letters telling me that. Two days ago, my business phones went dead for 5 mins or so. Then people started to complaining that they couldn't get through to ether me or my Telus voice mail. I concluded somebody had done something in the Telus "box" in the area. It took me 2 hours on the phone and 5 bozos before I finally got someone to listen to me. It took quite a bit of yelling and screaming.

Telus advertised the hub for rural only areas with the promise that it would stay rural and not be oversold. Well of course that was just a lie. Speeds started at 25 mbs and now sit consistently at around 1.8 BUUUUT at 8 pm, I have no internet. I can check emails and sites without video. At exactly 8 pm they throttle back internet everyday! Cant stream anything. Only one device can be used after that time otherwise it buffers endlessly. This is not acceptable. I have a paid for a certain amount of data each month and Telus will not allow me to use it. It's not even a tangible thing they are trying to control.. it's Telus algorithms that slowly take away speed. There are no video games played here, only surfing and some streaming. Try to get someone not from the Philippines or Mexico to try to help you in their broken uncomprehending English. Telus you are crooks without question.

Terrible service! Not helpful at all! Went in to upgrade 2 phones and all he cared about was that we agreed to Tom Harris Cellular charging us $75 extra per phone! Also said he wouldn’t help us with data transfer from our old phones. Plus we had to wait because there was only one person working. When a second employee came in she didn’t know what she was doing and told us she had only been working there for about a week. Why would we pay an extra $150? We had already called Telus Mobility and set everything up. We left and went to a Telus store that wasn’t associated with Tom Harris Cellular. Saved $150 and received excellent service!! We will never set foot in another Telus store that is associated with Tom Harris Cellular. It felt like all they cared about was making money off of us by charging us ridiculous fees for their non service!

My kids just got new cell phones. I asked for no data on their phones and was given a plan for each phone. Then within a month, I get an email from Telus saying I had a $50 data charge. I was confused and called Telus telling them that my 12 year old daughter's friend used her phone and must have turned the data on. The rep was extremely friendly (his name was Marvin). He put me on hold for 5 minutes and then came back saying that they had credited my $50 dollar data charge and recommended that I switch to a cheaper plan for my kids that was better suited to them and would block all data. I accepted and in 2 seconds got an email confirming the new plans and that my $50 charge had been credited. I was very satisfied by customer service and will stay with Telus Mobility.

Telus had huge issues in the latter part of August with their email. I was not able to log in or send emails for 5 days..like thousands of other customers. They did offer a deal and when I asked when or if it is arriving, all they say is within 30 days. Well it is past 30 days and when I ask about it, I get no response. I resigned up with Telus for another 2 years earlier this year and I really think that was the biggest mistake of my life. I will definitely be switching as no matter the issue, can never get a straight answer or the same answer for that matter. Be safe and stay away from Telus.

Poor technician service from Internet department servicing BC and very poor service from technician for home security in Fraser Valley region. Hidden fees in cellular mobility offers and very insecure Internet network. Too many employees to monitor what’s really going on.

I was with Rogers Wireless for 35 years. They treated me like gold. I have all of my television, internet and home phone with Telus. They kept calling me to get my cell phone moved to them. I finally dropped Rogers and went with them. I paid extra on my bill each month to try and stay ahead of everything. Later I get a bill from Mobility and I can't afford to pay it. Telus Mobility is a separate entity. It doesn't appear on the Telus bill. You have to pay it separately. I am on full disability, and I don't have the money to pay the $145.00 dollars that they want so they have cut off my service. I am not impressed with them. I was led to believe that it would be all on the one bill. If you have a provider that you are happy with, stay there. Telus isn't in my good books anymore. I wish that I had stayed with Rogers Wireless.

Technician came and installed a product that was suppose to be a net booster but it's just been a problem ever since its been installed. This so called net booster is causing disruptions and sometimes cuts off the internet of devices that are directly connected to the router. Called service multiple times and all they did is sequential reboot which only stabilizes the flow for about an hour at best. We disconnected the "net booster", everyone in the house lost wifi but it stabilized the connections of wired devices. Would recommend just a regular router with wifi for future customers and not get a router that comes with a "net booster". All this net booster is doing from my observations is, it just severs connections of wired devices to maintain a decent wifi, it is not even a good wifi connection. It basically just bypasses wired devices and makes it a priority. It doesn't boost anything at all.

I have been having an issue with my phone of the wifi turning itself off, and then accruing data charges. I have gone into a Telus store numerous times, gone to Samsung and called both Telus tech line and customer service. My last experience was calling again, being told from Tech there is nothing they can do over the phone, and I asked to speak with customer service. I was told that the phone was off warranty, and if I wanted more data, I could pay for it, or I could upgrade my phone, or I could take a new contract and pay out the old one. I explained that I had tried all of the fixes recommended, and that this was an issue for at least six months. Finally, I was offered an additional 2.5 GB of data. I explained that my phone used up 2 GB of data in the first 3 days of my billing cycle. An extra 2 GB would not assure that I wouldn't go over in the next 27 days.

I called to switch my phone plan to a business plan and had to wait for over an hour and a half as the gentleman on the other end kept trying to figure out how to set up a new plan and provide me with a new phone. He put me on hold over and over again, on the 12th time I told him my time is worth money and to call me back when he was finished (he never did). I called back the next day and it turned out he never completed the job and they were going to charge me a higher rate than I was quoted during my first call. So I asked to speak with customer service, my complaints there fell on deaf ears. I asked to speak with a manager and I was told they would call me back (no one ever did).

I ordered a phone to upgrade from my old one (it's a couple years old and I thought I would treat myself to a new one). Well a week later, I have no new phone, no information as to where the phone is, when it will ship or if they've canceled my order all together without telling me. I emailed them three days ago and haven't gotten a response. I spent my entire lunch break on hold and left a message. Their social media support has done nothing but tell me to wait for the webstore to email me back or to try calling them again as if customers have multiple hours in a day to waste on hold so we can give this company hundreds of dollars.

We agreed to business internet 75MB terms at $67/month for 12 months and $117/month after that. Now we received a monthly bill almost double that. I'm on the phone with your representative for more than one hour and Telus is unwilling to provide us a price that we agreed on. How is this even possible?

Webmail has been down for days, online chat has been discontinued and after two hours waiting in queue to speak to someone I gave up. What a joke, no problem taking your money but don't expect any service in return.

15/16-8-19 You guys have this service down now for the majority of the last 48 hours. Need to get your ** together - the service outage is not acceptable. Be nice if there was some type of notice sent out to say when it will be restored. WTF are we back in the 80's.

Nobody wants to read a long tedious account of consumer woes. It's suffice to say that you'll have constant problems and good luck reaching support. Today alone I was on hold for 32 minutes and then 46 minutes... with no resolution to my phone not working and a 'customer service' guy with attitude saying someone will call me back. How? The phone doesn't work. I used the time on hold to order a SIM card from a competitor. 2 days without a phone is a bargain to be rid of Telus once and for all. For $10 less I'll have double the data and unlimited calling (instead of 500 minutes). Be aware that Telus also owns Koodo.

I waited on hold for half an hour; supplied all the info to the billing person; was then transferred to another person and still waiting another half hour later and increasing. The account was for a landline - PERIOD. For months a long distance plan was billed to the account even though it was specifically not ordered and declined. Now suddenly for two months the bill has been tripled. Then it went back to what it should have been. Service in reprehensible.

8 years ago I had a Telus modem and internet connection. I moved and returned the modem, yes I forgot to pay the last bill... Oops. Big opps. After the interest on the original $42 of debt reached $500, 8 years later, they sent the collection agency after me. They also charged me for the modem I returned... So, long story short. I paid $200 for a modem, $358 in interest because of a $42 bill no one bothered to remind me I owed. Their collection practices are borderline illegal, and I will never use them again.

We live in a small hamlet south of Vulcan Alberta. When we moved here we wanted to keep all our Telus services we have had for a long time. To my surprise Telus told us they did not service this area so we took Satellite phone, Bell TV and local internet. (All installations come with a price tag ) When we were settled Call Before You Dig came out. The technician told us that there was a fiber optic cable right in front of our house and phone called into the house and the garage. And yes in front of the house is a Telus post. After numerous emails and calls with Telus in New Delhi I quit. I have never heard anything from Telus except for the bills they keep sending for a landline which should have been closed on April 23 (the date the satellite phone started. They are still billing 2 phones with the same number 1 landline and 1 satellite. What a company!!!!

About twenty years ago we signed up with Telus for their Mike, loved the service and the rates. Customer service was always friendly and helpful. Through the years we upgraded to newer phones and added a second phone. Two or three years ago I was offered a corporate plan through my employer, Telus could not come close to the price difference so we switched to the other provider. When it was time to upgrade my second phone Telus could not compete so the second phone was moved over to the new provider. All was done properly and legally with the new provider so now I no business at all with Telus.

I just contacted Telus today in order to report that my daughter had her phone stolen in Paris (France). She was beaten during the incident and she is in a hospital. I had everything about the phone: Account #, phone Number # and I also had her Telus credentials to log into her account. I could obviously provide all personal information about my daughter (date of birth, address, ...). It actually turns out that I am the one who paid my daughter's last bill... Despite all of this information, Telus insisted for having a PIN and/or to speak to her directly (remind you she is in a Paris Hospital). Well, they could not help me. It is extremely frustrating not being to help your daughter in such circumstances. Telus' security is inhuman and not adapted to sad incidents like this one.

I’ve got an email from Telus that I have outstanding bill so I called them. After 1 hr 42 min Ali picked up the phone. I said, "I canceled my account. Why I’m still receiving bills." He’s trying to be smarty ** detective and saying, "you didn’t cancel your account." I asked him to talk to the manager, nobody available, email address to escalate, nothing like that. So I asked to cancel my account. Not possible till I pay in full. Can you imagine. I can’t find any email address or phone number to find out why I’m being charged.

Spent all day Saturday on hold off and on trying to get business phones reinstated. Finally find out that the “business department” is closed on weekends and there is actually no one that can help you. I also have my residential phone with Telus and pay an arm and a leg for internet alone!! It is a very frustrating company.... All you do is call and get put on hold. Left a call back number for one department to call back, never got a call. Switching all phones.

This morning I woke up to find the Telus Optik box that serves the entire neighborhood open. I thought maybe some tech had to run back to his van or something but half hour later....nothing. I called Telus and notified them (after sitting on hold for over and hour transferred in circles) and spoke to four individuals including a supervisor. They indicated that they would have someone there in 4-5 hours.

Well I haven't had my own cell phone for a number of years but decided it was time to get one satin. Went to Telus, got a phone and the fun began. The phone I got would not connect to the network so I was told to keep trying it overnight and if it didn't work to come back in the next day. It didn't work. So back to the Telus store we went the next day. They tried to call corporate to get it to work or at least troubleshoot but wouldn't ya know corporate was closed Saturday so no dice. So I then left my new phone with the store and they told me hopefully Monday I could have a working device. They told me this never happens and that, "Don't worry we should be able to credit you like 100 dollars." Well Monday rolls around and they get the phone working about mid day. Great. Finally on the fourth day, I take time from work to go get it because I need this for a project I was doing on the side.

I contacted Telus support today to see about upgrading my plan since I saw that new plans were coming out and I did not have sufficient data. After being told by one rep that I could indeed upgrade my plan, I left the chat to contact my dad for advice and was ensured that I would be able to follow through with this plan if I returned to chat support. When I returned, this rep told me that the upgrade was impossible and that this was basically my problem as I was given the wrong information. I left the chat and re-entered, hoping to talk to someone more helpful and pleasant.

I've been trying to get my home internet setup for over a week. It took me over 2 hours to set up the initial appointment, the installer couldn't do the job for reasons not even the Telus tech department can understand. Now I've spent the better part of a day on hold hearing about a follow-up appointment that was supposed to be in the morning, then the afternoon, then was never actually booked. STAY AWAY from Telus!

I have been a Telus customer for 24 hours and I am regretting it fully. My service is not working and customer "care" has let me know that they will follow up with me in 72 hrs at which time they would not promise the service would be working. I requested a refund and was denied, I requested an assurance that after 72 hrs if the service still was not working I could get a refund and was denied. Basically I was told they will fix it when they can or if they can and thanks for your money. In the meantime I have no phone and can't go to a competitor (that might actually provide a working service) because I would be paying two bills. Stay away from Telus.

Worst company I've ever dealt with. I've lost $650 in wages so far. Them canceling or rearranging plans and doing absolutely nothing to make it right. In 3 weeks still don't have internet. If it wasn't through my building I would have switched already.

If I’m not in contract with this company, I would have left them long time ago. The worst service provider, worst customer service. Seriously, please don’t fall from the same mistake! Called today, and the customer service doesn’t understand what was I talking about. And put me on hold for the longest time that I ended up disconnecting the call.

Boycotting TELUS!! I am SO livid with their services, once again! This time for data charges when I wasn’t even using my phone! I was literally feeding a newborn horse at 8:00 p.m. at the farm, my phone was almost dead so I didn’t even want to use it. Then bam I received a stream of text messages at 8:17pm, summing up that I’ve “incurred $100 of Canadian data charges.” I’m sorry what!!!??! So I called TELUS, and even during my phone call I received another text indicating I’ve incurred another $200 in data charges. And guess what!? They insisted I incurred 4gb of overages at 8:00pm. I WASN'T EVEN USING MY PHONE!

I am a customer of Telus for more than 4 years. I have had lots of problem with my billing because they will give you discount for only 6 months and without notice, they will charge such a high fee. I always have to call after 6 months and I always have to pay more. But when I talked with Brenda a Telus representative she helped me a lot. She reduced the price and gave me a deal for 2 years. So happy with Brenda.

I am a former Telus mobility customer. I have kept all my bills on my email and when I tried to long into my old Telus mobility account to print off my old receipts/bills as Revenue Canada is asking for them for tax purposes, the account is canceled.... Fair enough but I should be able to access my old statements/bills. After 90 days of not being a customer they cancel your account and charge you $3 per bill so for a two year period of bills I need for Revenue Canada, I will have to pay them $72.00. Be warned.

They did not prorate my December bill, as I moved and hence was dinged twice. Which still hasn't been fixed. I understand the billing cycle completely as I'm a credit analyst. I called initially in March right after the bill cycle. I called to have my packages changed and I coerced into a 2 year package which I would have never needed. If they had prorated the December bill. They do this to people so your bill ends up being astronomical. It's a sales tactic. See my contract had just ended. Then they said my bill would be 120.00 approx.

Currently I pay for 12 GB of mobile data and have a huge internet package yet I'm paying for data overages 10 days into my billing cycle even though I'm at home and my phone shows I'm using wifi. I've spent endless hours on with tech support and my TV that I got thru Telus craps out several times a week. I'm so sick of calling help desk. This is theft as far as I'm concerned. Why should I pay more when I already pay so much.

I have been a customer since 1981 when Telus used to be called AGT. I this week enquired about Telus 300 fiber and had it installed. I also needed a static IP. This Telus won't provide unless you have a business plan. Telus have apparently not heard of small business with people working from home, it is a new concept to them. It's either a huge commercial operation or you're a resident. I was advised if I put in the personal system nothing needed to be done to switch to business at my home. It could all be done remotely.

Worst ** company ever. I’ve been a loyal customer until now. I was promised a gift with purchase only to find out after waiting over a month it hasn’t even been sent out. They did not resolve my issue whatsoever. All is they do is apologize. Don’t promise people ** that you can’t follow through with. I will be switching.

In a word, terrible. I've been with this company for 17 years, but recently I noticed that they are not quite honest and fair to their customers. Never again. Service representatives are not willing to solve the problems, and are only good for excuses.

I have been trying to get service at new location. They assured me that they would come out and it would be hooked up. They left, no hookups. Told rep would contact us. Still has not. We have left messages, no reply. 45 minutes this morning on hold, they came back to tell me that there was a problem, put me on hold again, 45 min later, still on hold, hung up, called back and not they will call me back. We will see. Cannot believe this. They are stupid people, really. I cannot believe that this company is still in operation. We need more options.

I signed a contract with Telus for two years TV + Internet. The contract speed I signed was 150 MB/sec but the actual speed was about 7 to 10 times smaller. Every other day I had to reset the router to have the internet and TV of course the slow one. They said that I got great excel for fast internet because I have an optical cable but it did not help either. The support is ridiculous and inflexible. They only know how to take the money. Today I have screenshots so I can prove everything I've written. They are trash of the company and big big thieves who think they are gods.

Don't waste your time with these idiots. I've had to contact Telus four times in the last six months because of Bill creep which is my bill going up every second month 10 or $15. In September of 2018 I contacted Telus and I was told I would get this service for $135 per month for 2 years straight. 2 months later my bill is $15 more a month. I contacted Telus again and got another 2 year deal. He was supposed to send me an email with a confirmation of this. He stated, "Don't worry. I will send you the email." I never received it. 2 months later the same thing another $10 increase. They promised me the world I would get a two-year contract and ask him to send me an email. No email ever appeared. They promise you the world on the phone but they won't put it in writing. Don't trust what they say unless they put it in writing. Don't waste your time with these idiots.

Our contract is coming due with Shaw, so we thought we’d get a hold of Telus to compare their rates and to talk to a Telus rep about switching to them. It took us 10 minutes to even find a contact number, and once we did, there was no available options for “New Customer” or Sales. The computer generated voice kept asking for our current phone number like we were already a Telus customer and it wouldn’t Recognize our phone number for the callback option. After about a 1/2 hour on hold, we finally hung up. It shouldn't Be this hard for someone trying to bring you business Telus. You should have one of your own call the Customer support line to see how truly frustrating your process is.

A rep came to our door with a great promo. Save lots of money & faster internet, so we switched to Telus from Shaw. We were told that we would keep our phone number & our email address. This was not true. After going back & forth with management for 2 days & many hours & not getting anywhere, we cancelled our account. Within 2 hours Shaw had us reconnected with everything back to the way it was. Thank you Shaw!!!

Recently a family member went through a divorce. She had to get her name off the joint account she shared with her partner. We went to a local store and the service agent was nothing but condescending and rude. When asked to cancel her subscription he simply assigned her another - more expensive package with NO explanation or helpful suggestions. The whole time we were dealing with this man - he kept asking new customers as they came into the shop if he could help them - while we were still attempting to deal with our issue - Telus obviously can't bear the possibility of losing a "POTENTIAL" customer - so do not instruct their salespeople to give you personal attention. The WORST SERVICE. Rude, disrespectful and only interested in signing up potential customers. We went to FIDO and they were AMAZING.

This company rips you off your money. I do not recommend them whatsoever. Do not take their deals as it’s a way to lock you in for years and paying huge money for not a very good service! I inquired about terminating my account but was never told how much the cancellation fee would be and lo and behold my balance came to $1400 which if you’re living in Vancouver is already 3/4 of your rent. It is preposterous! If I knew the fee would be that high I would’ve stocked it out till the contract ended! It highway robbery guys! DO NOT GO TO TELUS.

Recently I moved my apartment. I tried to call Telus so that they could install the router in my new apartment. I tried really hard to contact customer service. After three days of hard work, finally, somebody picked my phone. Instead of asking them to install the router in my new apartment, I terminated the service. They sent me a box to return their router back (you can't stop by a Telus outlet to return your router), the horrible thing is they asked me to give them tracking number by calling customer care, and it is my third day trying to contact them.

I have always been with Telus, never had the best experiences but not the worst, till now. Switched mine and my boyfriend's phone for the S9, I was assured everything would be transferred as it's a business phone, I need all the information. I trusted the Telus technician to transfer it all, he told me to leave and come back in 30 mins, so I did. Now here I am 5 days later trying to get things done and realise I'm missing a TON of valuable information from my phone. I have called Telus store and corporation and no one can help. My business is now out of money and my personal files are gone. Plus, I lost so many photos and the rest have been disorganized and all say they were taken the day I got the phone.

Telus started sending email bills to my 89 year old Dad on MY email account which I totally ignored - I do not pay or buy anything online. As there were no snail mail bills nothing got paid (has in the hospital for over 3 months) and I only paid what came in. I contacted Telus three (3!!) time to remedy this at which they assure me it was. Then, they CUT OFF service!!!

This is the second time Telus has sent me to collections, Should have learnt the first time, owed 42.00 on phone bill. Was 2 weeks late paying it, they sent it to collections. First time they sent no notices out said it was my responsibility to find out how much I owed. I paid up to date and cancelled service. Was later called by a collection agency stating I owed Telus money. Second time I was just late paying. Worst customer experience I have ever had. Never again.

Please be kind, cause I am new to this! My husband and myself, went to purchase phones from Telus. We both had previous phones from the same store. I had never got familiar with my phone, because it was difficult to navigate. Mine was basically for emergencies, but I was envious of the masses. We were lucky enough to sit down with Matt **, to discuss our needs. He sold us both, a new LG Xpower 3. He really listened to us, and advised us, about the features this phone has. So simple to use, and we were both up and running, in no time. I guess this review, is more about the excellent customer service we received, than about this sleek, easy to use phone. We both, have not had customer service like that in years, if ever. Thank you Telus, and Matt **.

Protection plan is a complete scam. Don't waste your time or money with that. Telus has left me without a cell phone for 2 weeks and I'm paying 9 dollars a month extra incise my phone gets damaged. I called the protection plan company only to be bounced around to 4 different people for over an hour and still didn't have an answer. At that point I hung up and called Telus directly. Telus basically said there's nothing they can do. And I'm still without a new cell phone. How can they leave a customer that has been paying for insurance without a phone for weeks??? Cancelling and never going back. Bye Telus and shame on you.

Last year I took advantage of a deal where I would get 300 min\mo and 10G of data with no contract. I changed my plan from another carrier to Telus for both my daughter and myself. Today I get a letter in the mail stating they are raising the rates as of April 1\19 by $10\mo. The only way to contact them on the letter was to contact, "Telus.com\plans". So buy a new plan! VERY poor customer service and just an outright rip off. Just another way for them to milk more money out of their customers. I can't explain how they believe this is good corporate business. Just blatantly ripping off their customers. I loved the way it was signed, "The Telus team." All this has done is to get me to change carrier and change my internet as well. I'm sure they don't care but it will cost them over $250 per\mo.

My recent and past experiences with TELUS Mobility both consumer and corporate have been more than a bad taste but are the better of the other corporate and consumer gangsters. I recently went to reactivate a modem and was informed that this was not possible as more than 3 months had passed even though when I deactivated it I was told I had 6 months and only 4 had passed. After they messed up other devices on my account and were unwilling to take corrective action to correct the issue. They are unwilling to compensate or assist in correcting the issue and continued to treat me as though I was incompetent.

I moved into an apartment complex that if I signed a year’s lease, I would get Telus free for a year. My apartment manager faxed over the paperwork to Telus on January 21, 2019 and told me someone from Telus would be contacting me to schedule an appointment to install. And when no one from Telus contacted me by January 28, 2019, I called them. I had scheduled an appointment for Telus to come on February 3, 2019 between 1 & 3. So figuring my appointment was set, I contacted my building manager with the date & time so he could be there to open the electrical room.

Very deceiving door to door agents working for Telus. They are not honest when they explain their promotions, and just mention the good stuff that the customer wants to hear. Once you sign up with them, you discover they had you sign up for a two year contract which was never explained to you. If you want to discontinue their services or make a change to it, they strike you with $15 per month for the rest of the two years contract. VERY SLIK.

I have sign up for Telus Internet. It says first 6 months promotional rate and then regular rate. But Telus start charging me regular rate at the end of 5th month without sending me any notification. I have asked the customer service rep. why is it? She gave an example that I started middle of the month such and such so it is 6 months now. I wasn't fully convinced and I asked why can they send me notification reminding me about the promotion to regular rate. She said that yes they should have but I have to pay regular rate now. Anyways, I decide to end the deal right away and pay the remaining balance. She advise me the amount I paid over the phone using credit card. A month after they send me another bill saying I still owe them so and so amount. I called verify. They explained and paid over the phone.

I got a call several weeks ago from Telus (Vancouver office) asking me "When can they expect my account to be paid". I informed them that I thought that all was well with my account as I usually pay the bill within days of receiving it in the mail. I had been at my existing address for over a year and had receive my bills regularly at this address. I asked them to check their records as I had no way to verify that the person on the other end was not scamming me. The person told me that the address he had on file was the previous address. I then told Him that it's somewhat strange that Telus out of the blue demands that my account be settled when I have been faithful in the past keeping my account paid. It seems that someone decided to stop sending paper bills to us and there were no emails - so how were we to know???

It is not enough to just complaining but really sick of their billing. Nonsense billing and ripping off. Please get paper bill and get track of them every month. They try hard to put extra charges. Very disappointed & hope to have Telus to be one of social issue someday soon.

My Telus home phone has been dropping calls and I get a sound like someone is dialing while I'm talking, then the phone call just drops off. They have been here three times in the last 18 months. Each repairman has a different reason why this is happening, and every time, they say it’s fixed in a box down the street, or they have changed the wires. Last time I didn’t realized they screwed with my alarm system, that cost me $220.00 repair bill from the alarm company. Now @ 8 months later again same problem. I have some very important calls happening, from medical staff. Yesterday I called to get this fixed or I’m switching companies.

I moved to Boardwalk and if I moved to new place, Telus would be free, the technician come on November 9 2018, he said problem with the box. I keep calling and when will repaired... and the agent said Dec 19, 2018 but not coming yet. It's too long. I tried to order a product of Telus... just only 3 days after order. The technician come to repaired and only 2.5 hours. The technician was not polite like I used to be... I have been a Telus customer for 9 year. Even the agent... I tried to cancel Optik TV and phone. The service still there... I'm planning to take another provider as soon as possible. Telus is not in my interest anymore for now.

I called Telus January 9, 2019 to renew my contract. I have been a Telus customer for 8 years with 5 lines. I was offered the iPhone X 64 zero dollars with an 80$ plan plus Apple Care, the customer service rep provides me with my reference number and advised me I shouldn’t have any issues. Well I went to a Telus store and waited for over an hour to be advised the offer has expired, even when I called back Telus they were very rude advising me what I expected the offer to be forever I was shocked, they absolutely didn’t provide me any offer and advised me they could do what they want when they want. After paying this company for so many years over 4000.00 yearly, I couldn’t believe they don’t honor their word or at least offer something else to keep a customer satisfied.

The phone service is ok but when we needed to schedule a tech the wait time is over 6 days. Not ok when the internet and TV are dead for that time period. I think they are prioritizing new installs over keeping existing customers happy.

I called Telus to renew my Optik tv, internet and home phone contract for two years. I was left waiting on the phone for one hour with no option to get them to call me back. I’ve been with Telus for more than 10 years and came to conclusion they’re not as good as they used to be unfortunately. I am not happy with their customer service or their prices. They gouged me for many years and it’s time to jump ship and try another provider!!! I would’ve put zero star if this option was available.

Got new pure fiber connection. Worked fine for couple of weeks, after that no internet. Called to customer care. They replied technician will come after 6 days. Can you imagine 6 days with no internet at home. TELUS if you don't provide a service do not add more consumers.

I recently changed provider, called to get final bill amount and month later get a bill still owe a balance. Have name and date who I talked to from month before and told there is still an outstanding balance due. I will never do my business with Telus ever again or would I recommend them to anyone.

Anyone thinking of going with Telus do not. I had never been screwed like this before in my life. It was a back and forth game and had waited since Dec 4 to get cable internet and phone!!!! Guess what? Still to this day when the tech supposed to come he did not. My Rogers bill went from 247 to 330 because I had to raise my data up. Today they said they will send a tech tomorrow and this has been an ongoing game. Do not fall for their garbage because you will regret it!!! We even did a credit check which messes with our credit to find out our services kept getting pushed around!!! I will take this to a next level Telus!!!

I got Telus Optik TV package in September. Disappointed in customer service: 3 hours of waiting time on the phone. Customer help reps usually directly showed that they didn't want to help or resolve the issue. If they advised some products, it would not work out because they do not listen carefully. Later on I asked if they can give me my money back for the wrong advise, they said they will transfer me to speak with customer loyalty department and I had to wait another 3 hours. They don't know products and services themselves. Yesterday, on Dec 15, 2018 service rep did hang up on me. It is extremely rude and unprofessional. Their TV packages set up that it is almost impossible to understand what you are getting. I would call it terrible business and terrible unprofessionalism of staff.

To everyone reading this got with Shaw instead of Telus. I'll try to make this quick. I got a new apartment with my girlfriend for the 24th of November 2018, I tried to schedule a move in installation on the 20th for the 24th and was told that I couldn't get an install date until Dec 2. On the second the installer came and said he couldn't do the install because the apartment office was closed but told me that he would call me back later to schedule something for the next day (so I took day off work). No one called, no one showed on the Monday.

Telus representatives in Manila are very friendly but totally useless people. If looking for a wife I would definitely call them. But calling for help my 85 years old grandmother is better. Despite never having seen a computer before. Telus is going to lose a lot of customers. Unless those wishing to find a wife. What DISGRACE!!

Agents at this company for small business sales are not trained in the most basic of customer service skills. It took me 12 minutes to find out the status was exactly the same as the status was from 7 days ago. I have sent my personal information twice and have not received so much as a confirmation email. It's been three weeks and I am nowhere near to getting signed up. I canceled my ordered and will place it at another company that actually wants my business. What a truly terrible company to deal with. If they deal with new customers like this can you imagine how existing customer feel?

Telus is gone to crap. The customer service argues with you about what you use. They do not support the products they sell you. It's all lies. The only way to get your money's worth is to call and say your internet is not working right and have someone come out three times in a year then they will offer you deals. But to hell with Telus. I'm going to hell. Probably not better but not ** Telus bs.

Telus offers incentives and discounts to get people to buy in to using their products and services, it is how they hold on to customers and sway customers from their competitors. Do not be blinded by these illusions of deals and incentives for what you will get in a short time deal, a somewhat cheaper bill or one time incentive, it is not worth it for the lifetime of stress, frustration, demoralization you will feel from trying to get Telus employees to help you with your reoccurring problems from their faulty products and services.

Walked into Telus store at Southcenter mall in Calgary. 15 minutes of Looking at products we were never approached by any sales rep. As we walked out of the store pissed off a sales rep approached customer walking in and asked if he could help. I approached salesman and said why are you serving him before us. We were here before him. He said that’s how it works. I told him he’s quite rude to customers.

I was promised a good deal but I have to call a number to get the deal. After installation, I have been bounced around many times for hours for the past few days and still haven't reached anyone. I greatly regret switching to Telus now. Don't do it.

We went for a month holiday to Europe and got message after message about how wonderful Easy Roam is for $12 a day. So we did sign up for emergencies. We have an iPhone and contact most of our friends and kids on iPhone or WhatsApp. I had roaming and data use blocked! I did not use Easy Roam at all and was surprised to get a bill for $48 for 4 days of use! It was explained to me by Telus, that any i-message to another iPhone where the receiver is not on wifi gets sent as a text message and that it counts as using the Easy Roam! So I paid for 4 text message, sent on wifi from my iPhone unawares, $48! A real rip-off!

Telus technician in our area is great though he must feel like a one legged man in an ** kicking contest trying to stay on top of failing, old, infrastructure. Telus is the only internet provider in the area in which I live and therefore there is no incentive for them to spend $ on improvements to customer service. Sure they'll offer discounts but these don't help with submitting my kids school work. Internet access has become an essential service and the Govt must mandate that service providers provide reliable service at a fair price.

I keep track of my credit score. I noticed it dropped and the culprit? Telus of course! One of the months they had no payment made and didn't update my balance as well. So, naturally I called and I was pretty miffed. The reps know nothing about credit scores or payments. I sent a scathing email and threatened the Consumers Protection Act. A company can be fined up to $250000 for fraudulent or inaccurate record keeping. I received an email from Carol shortly thereafter, stating she straightened out the confusion with Transunion. My credit score went up!

I lived in many countries, but worst ever is telecom provider is Telus. I faced two issues - spoiling credit score, high bills. For 20 dollars, they spoiled my credit score. Hopeless people, not sure why credit bureaus in Canada take data from these fraudsters. Telus in fact uses credit score as a threat for collecting wrong charges from customers. I received a bill of 350 dollars, I was having an old 40 dollar postpaid plan. I was using Koodo from Telus for nearly 2 years, and I was charged as I called a toll free number without knowing that they are charged.

I paid $330 for what amounted to dial up service. Every time I called to complain, they told me there was nothing wrong. I was getting 1MB of upload speed and was told "that doesn't matter" by some little girl in a third world country that has no understanding of my business. I can't tell you how many times I called to get help, how much wasted time waiting on hold. Abysmal service. NEVER choice Telus.