TELUS Reviews 591

As a customer, I gain points I can redeem later. Telus has a catalog you can choose from....used to be # pts= redeem value. THEY NOW CHARGE 15% MORE FOR THE VALUE OF YOUR REDEEMED ITEM.... ,
what a cheat!

TELUS is the most UNRELIABLE company. Extremely PATHETIC and absolute GARBAGE trained employees, have been charging me for things that I did not have and have been charging me for 2 accounts and now because of this SHIT company my credit score is affected. Will disconnect lines and upon asking and they charge for reconnection. I've never had such a bad experience in my life with any phone company. Highly Recommend to AVOID buying any plans or phones from TELUS

I have dealt with TELUS for the last 13 years (with respect to my business). I survived Covid; I survived 2 break-ins; I have survived economical downsizing. But dealing with TELUS has been the WORST OF ANYTHING I HAVE EVER ENCOUNTERED! It would be impossible to accurately describe what TELUS has put me though. The promises [i.e. lies]; the hours on hold; the hang-ups during calls; the frustration of having to deal with persons who are partially fluent in English; the frustration of having to deal with a dozen different people, none of whom seem to have any knowledge of what the last person did or said; the emails that did not make sense (due to the language issue); et al. I can't wait to retire so I don't have to be put through further torture.

The past year has been the worst. I relocated in January of 2024. First, there was the slimy salesman that offered all the new agreements that got changed around; then the totally incompetent guy that, among other things, forgot to transfer the phone lines; the $$ I had to pay my "computer guy" to straighten out the transfer of the phone lines (but, as it turned out, TELUS double-billed me for a year, until that got fixed). But the worst thing was having to deal with the TELUS "helpers" who were incompetent, sometimes rude, totally uncaring, and untrained. Enough said. TELUS is the worst.

I wish I could star 0 for TELUS. Poor service, worst customer service ever.
instead of solving customer problem, they just say they don't have the authority to solve it and connect to next agent repeatedly. I spent hours on the phone for customer service and it happened nothing. if you are not a customer of TELUS, don't waste your time on it. I will never recommend it to anyone.

I have now waited twice for managers to call me and they've stood me up both times. I have missed work, both of these times as well. I am out money and time waiting for telus to get these problems sorted out.

I tried to cancel my account 12 days after we signed up. It has been nothing but a headache this past month. Money was taken out of my account without my authorization.

Telus are liars, they do not have the best internet around. Their internet connection is crap. Since I have been in my new place (September 2024) I have experienced at least 4 outages. I have never ever experienced an internet connection so unreliable. What makes this worse is that I work from home and I need the internet. If I had a choice I would move away from Telus, but I am stuck with them for the time being. Thanks for not being reliable Telus.

getting tried of them calling me and trying to sell stuff. i have ask numbers of times to stop calling me. i have service with koodo and im at the point im going to switch.

I am writing this review to express my extreme dissatisfaction with the way Telus has handled their services over the past 2 years. This with unauthorized price increases where I had to call Telus in order to make credit notes and corrections as well as WiFi interuptions on several occasions.
However, the main highlight was my claim over the past several months.
I feel that Telus has failed to take responsibility for the damage caused by their technician, and their customer service has been negligent and unhelpful at best. Here is the timeline and details of the issues I’ve encountered:
Telus Technician Visit:
On June 10th, Telus Technician D arrived at our home to reconnect the outside Fibre cable that came loose in order to restore our internet connection.
This fibre cable was still visible, hanging loose outside against the wall of the house. Apparently D’s must have been thinking it was a good plan to hide the cable, however he did not discuss this with me prior to taking action.
Instead of reattaching the cable in a clean and proper manner, D tucked the cable underneath the aluminum rail that runs beneath the siding. To do so, it seems he used some kind of tool (asuming this was a screwdriver) to force the cable under the rail and up the siding. As a result, the aluminum rail was dented in several places. I did not notice the damage immediately because the technician did not show me the completed work before leaving.
Also, I discovered that the window screen on our newly installed window had been ripped. This was another direct result of the technician’s mishandling the cable. I was incredibly upset to find these issues, especially given that the exterior of our home had just been completely renovated, and everything had been in perfect condition prior to D’s visit.
Initial Complaint:
On June 13th, I filed my first formal complaint with Telus regarding the damage caused by the technician. This complaint was subsequently closed, with Telus stating that it was not directed to the correct department. This left me frustrated, but I was hopeful that a new claim could address the issues.
Follow-Up Complaint:
I tried to followed up my new submitted claim with Claim Manager Dk. However, despite multiple attempts to contact Telus through phone calls, emails and the online platform, I did not receive any meaningful response or resolution.
More Frustration:
On August 8th, I called with J, Telus technician, and after discussing the situation, I was told that my claim had been closed and marked as resolved?! Although no action was taken by Telus.
But, I also discovered that all the pictures I had submitted to Telus in order to support my claim were removed from the case file! This was incredibly disheartening, as the photos clearly showed the dents in the aluminum and the damage to the window screen, both of which were directly linked to the technician’s actions.
So J reopened the claim once more, she took pictures remotely and uploaded them again. Finally I got in contact with manager B. Who was communicative and supportive at first. However….
Claim Denied:
On November 14th, I received an email from manager B, who informed me that my claim had been denied.
The explanation I received was: ‘as the claimant, the burden of proof fell on me to provide evidence that the damage was caused by Telus’.
According to their findings, despite the damage being visible in my photos, they say it’s no proof that Telus was responsible for it. Furthermore, the technician involved denied that any such damage occurred during his work.
(of course what would you do as an employee; admit you did something wrong? And risk your carreer…?!)
This response was incredibly disappointing. I felt dismissed and unheard! My experience with Telus has been a complete nightmare, and they are not taking any accountability at all.
I know they don’t care, as you are just a number to them, but I’m relieved to say I have left Telus meanwhile. The only thing I can say is think twice before chosing your Service Provider.

1) you can't get a human being to answer the phone.
2) scheduling a call back is a two day wait
3) when a service tech finally calls the call wouldn't go through even on the second return call.
4) have to reschedule with a technician and wait another day or two for the technician to call.
during the re-set of the phone, the call was lost, and the technician didn't call back.
5) now you have to reschedule another appointment, and a week has gone by.... what a waste of time.

I was thinking of buying TELUS stocks before all of this but now I want to cancel my phone service and will never buy Telus stocks

For the past while, Telsus has been going into my account and withdrawing funds. They say its for a security system, which I don't have. I spent more than an hour on the phone trying to figure out why they are withdrawing funds when I don't have an account with them. I got lectured about how companies have policies and they are able to withdraw funds for non existant services. I have not received a service contract, email or monthly statement, but for the past two years they are taking $56 out of my account.

Terrible company - zero customer service
The alarm system has never worked properly since we got it. Several. devices will not connect, the phone service is a joke
Their monitoring station is run by clods, if you accidentally set off the alarm or even test a device you have to call them or they will call the fire or police departments - even if you immediately shut it off.

I recently signed up for two sets of Phone + Watch with Telus and received an excellent deal due to their winback offer. Although I fundamentally disagree with the practice of neglecting current customers in favor of attracting new ones, I won't hesitate to take advantage of available promotions.

However, my review today focuses on a different aspect. During a call to customer service, I was assisted by an agent named Mansi (nickname Mandi). It would be an understatement to say her service was phenomenal. She grasped my needs, presented multiple options, clarified their implications, and offered her own recommendation upon request. Throughout our interaction, I genuinely felt she prioritized my best interests, a rarity in sales.

Living in a city, I enjoy strong network coverage from all providers except Freedom. In this instance, Telus truly exceeded expectations. This isn't a critique of Telus as a corporation, but rather a commendation for employing someone as capable as Mansi.

Never use Telus home security systems,my house was break in with the best security

Be very cautious before you purchase from TELUS. Our home was broken into only a few months after we had the new system installed. The alarm system and the motion detectors were activated, and we were on vacation. The thieves deactivated the system before breaking the glass of our back door, the thieves helped themselves And went through our whole house stealing whatever they wanted. TELUS told us straightforwardly that their contracts are so well written that they are not responsible in the least for what happens to your home. They were quick to send a technician to replace the system at no charge to us. We threw them out. You will notice that your contract is several pages long, which no one is ever going to read. They were non-responsive, they were rude and took no responsibility whatsoever for the systems operation. We lost thousands of dollars of family, heirlooms, and jewelry. You are better off without a system if you are thinking of a TELUS system.

If I could give a zero I would. Was a Vivint customer. Backyard camera worked and took constant clips. I had just finished paying off my equipment and am now paying the service fee. Backyard came supplied taking clips. Sat on hold for an hour. Told I cannot be helped because I am no longer on a contract and I should consider migrating to their better system. I called back next night, sat in hold for another hour, was told that my backyard camera was working but out of CLIPS. Never heard of this with Vivent ever. Five years of payments. Sitting in my home and the alarm goes off full tilt. It said that both doors were open. Called in and was told that the Internet was not communicating with the alarm properly. They fixed it. Only six clips in my backyard last weeks. I live in a high crime area and no longer have adequate surveillance on my backyard. The police will not have a video to review if I get broken into. Both neighbours on either side were broken in to. If you’re considering Telus to protect your home…. DON’T. Telus doesn’t protect homes or care about their clients. I’m going in vacation at the end of this month and have zero backyard surveillance. Save your time and money and invest in an actual surveillance company. This company is incompetent.

Worst customer service I've ever had. Stay away if you can.

Their sales employees are no less than a garbage can. They are official burglars roaming in the city and knocking at people doors so that they can show their low level of integrity.
I truly wish they get bankrupt soon or their business license should be revoked.

My wondrefull adventure with TellUs (not a covert spy service at all)

I had agreed on Telus Home services for internet and TV.
Two weeks later I couldn't log in my online account. It says "You are not registered, please register." When I try to register it says "Your information is already in our database, please log in."

I couldn't use the service so I try to call them to get help.

Over the next month I called technical support about 5 times, spent more than 18h on hold with them just to be told they are trying to resolve the issue and not getting anywhere. As I wasn't able to log in into either my Telus account neither my Koodo account, I couldn't process payments for my services, or even see or use the services. My mobile plan started to act up too.

Out of frustration I cancelled the service with both Koodo and Telus. While on the phone with Telus Retention rep I directly asked if there is any outstanding charge or if I will be billed anything more. I was told that due my technical issue my services has been cancelled and I won't need to pay anything else and everything is paid.

Month later I am looking at the bill of $984 and sitting on the phone with another retention rep saying they have no record of anyone saying my cancellation fee is waived.

Koodo charged me some unknown charges too.

That is the level of service they provide. We don't care it's not working, just shut up and pay up.

Telus is the worst ever, you will get a phone call and they offer you service that make you agree. if you cancel it because it is not even close to what they said, then they will start charging you random thigs. recommend to not go with telus (they are headache)
I got an offer to try for 1 month for free to try their service then 30$ per month , and I did not like it, so I canceled it. the guy who called me waived all the fees, after canceled it, they start charging me random fees. so stay with who you are better than Telus.

I was with Vinint who Telus bought out for my security system. My system is NOT working & I have been kept on hold for hours, going over the same information when all I want is a technician in the Port Hope area, if none available to cancel my subscription! I have been re-directed since November 8th on this issue! I do not recommend TelusSmart Home Security, especially if you are in the Port Hope, Northumberland area. I am still on hold with cancellations!!