TELUS Reviews 591

terrible website, tries to force you to us the virtual assistant, which is useless. Phone customer service after I had to look it up on google (shamefull that I had to do this!). on hold so line first time I had to hang up.
telus complaining that I haven't paid outstanding amounts, but my credit card statement says otherwise! How about a good old fashion phone call from customer support before you disconnect me down the road.
so disappointing that these large companies are doing crappy jobs.

Do Not, Do Not call customer service support for any problems regarding your charges on the bill, they will extend your service agreement without your consents and they automatically sent and updated your agreement for another 2 years. This is just like opium and worse than any other drugs that you hook on to their services. They will not listen to your complaints nor they will take any action and ended up my agreements to 2027 now! They will say we will listen to the recording but ended up my service agreement added another 24 months !

Please watch out !

Absolutely disrespectful and dishonest customer support. They are the least helpful troubleshooters, billing explanations, and overall customer interactions are awful. I have used them for quite sometime and will be switching to rogers as i have had nothing but issues as of late.

Horrible service worst customer service ever !

Worst service and home internet provider. Don’t go for Telus. Just don’t do it you will not like it. If you want to upgrade your home internet it will take a month for them to do it and then the service sucks. Slow internet even at the highest speed. I would say at the least garbage company and the worst customer service. Very incompetent workers.

I get at least 2 calls a week telling me about their promotions. Each time, I give them the same response....... I'm not interested. I am sure some times I have not said it as nicely as I would like it, but the last time, the Telus person asked to become a Facebook friend - which was unprofessional and suspicious. Who knows what he would write. I have asked to have my number removed from their call list - to no success. I feel this is harrassment at this point. This has been going on for about 6 to 8 months. I'm at the point I would NEVER subscribe to their plans based on this experience.

consistently down. just a waste of patience and time and endless patience dealing with the idiot system , even to phone is a nut busting session,b beyond pissed with the endless down time

My elderly neighbor was part of an outage a few days ago. Once the outage was over she was still unable to connect. She is limited in her tech experience. She called them and had bad experienced for 2 days. The 2nd time I went over to help. The first agent told her she didn't have an account even though she read the account number off of her bill. Then after a few transfers she was sent to billing and care. They did basic trouble shooting steps and it still was not working. But told her to find someone else to help with it. So thats why i went over. He ran me through all the same steps no luck. So he transfered us to tech support. After 45 min on hold they answered only to tell us we were in the wrong spot and transfered us again. About an hour later we got a different tech department. Had to explain everything again. Do all the same steps again then I realized he didn't even know what kind of equipment she had. He asked for the serial number so I started reading it from the bottom of the hub when he cut me off and told me thats not a serial number (thing legit said SN and then the string of letters and numbers). Agents and companies need to remember that there are still a large amount of elderly that are sort of forced to get internet and what not with how the world runs now. And to be more clear and patient as well as think if troubleshooting hasnt worked with many agents over a two day period it might be time to send someone out. I won't always be here for her to reach out to and she shouldn't have to invite a stranger off the street to get a product that she pays for working.

I wish I could give them 0 stars— it’s been 3 years out of a 5 year contract and it’s been nothing but problem after problem. The cameras disconnect from wifi, won’t reconnect so you get a tech and they tell you to reconnect them but it won’t. Camera quality is bad, it hardly records when it should from movement, only records in movement and not 24/7 like other leading brands. What a waste of money. It’s not worth it. Beware!

Trust me, DO NOT GO NEAR TELUS!!!!They may have had customer service before,now its so bad!!
IVe transfered fro shaw-rogers, they stole my phone number that i had for 35 years!complete incompetance..its goes further to get my Tv BACK WORKING .2 hours min. on hold to the phills.
Im so frustrated this contract will end and never again, get a black box, no shit canada company to put you on hold for hours.

I've spent 4.5hrs so far today on the phone trying to figure out why there are $650 worth of prepaid charges on my credit card. Tried to phone the number, after waiting 20 minutes it said you have to go online and use the agent, which i then did, and i'm not on hold with the 3rd agent for 45mins just for them to come back from looking at bill. This tops the worst experience i've ever had.

After 29 years as a Telus customer, I have cancelled my home phone account and moved to Shaw.I still have my Home Security Account until the credit I received after multiple calls and long waits with the call centre in the Philippines .The main reason is the billing practices where Telus will add a feature and increase my account bill without my knowledge or approval. On hold for hours, and then talking to a call centre operator in a call centre with lots of distracting background noise. I also do not like the aggressive sales pitches that come multiple times a week to the point I will not answer the call. I insisted to be taken off their call list.
When my credit for Home Security monitoring runs out, I will switch to another provider.
The only connection left with Telus is the shares I hold.

Horrible! Service, customer support and everything. I bought a Corp EPP line. The phone does not work in Canada. Calls keep dropping. It was a north America service. It does not work in Michigan which is next door to Windsor. Trying to cancel, after multiple calls, I got holed of an agent who cancelled the service as we were speaking without giving me heads up or wrapping up. The call dropped and the phone line was terminated. I had to call from another line, the automated service drops the call when you mention termination. It was a hardship requesting my bills for my business, because they say the account is terminated a minute ago. Hideous! Just Hideous service in a first world country.

For the 5th time in 10 years I have called in to renegotiate my contract for home services for the next 2 years. I get a girl in the Phillipines that tells me what the new price will be and when the contract will start (on my next billing date). I get the contract and they started it immediately (today) and the prices was $30.00 more than what she told me over the phone meaning my bill more than doubled. I waited on hold for 49 minutes for a supervisor after speaking to another Phillipino girl and was disconnected. Telus service is abhorrent. Very frustrating.

I would put less than a star if I could. I am currently on a working vacation. Called them to pause my Internet. Of course they still charge a small payment. But I received the full charge.. now I have to call from a 8hour time difference. I don't believe they will resolve this either.. I wish I could switch to a different provider. But my area isn't covered by anyone else. Can we please stop paying for this terrible service.

Update: looks like I have to call Telus about the same unresolved matter for the 3rd time. I just set up pre-authorized payment and SPECIFICALLY and REPEATEDLY told them DO NOT EVEN ATTEMPT to take the payment before the 29th of each month as that bank account WILL NOT be replenished before then. So, after Telus's assurance, they instead attempt to access the account on the 27th after midnight (BARELY the 27th) and I get dinged with a $5 overdraft charge. (How do YOU spell "incompetence"?) So I have to phone AGAIN fighting to get past the annoying AI to speak to a live person. Then possibly wait hours to speak to a real person and tell them the same thing I've told the other 2 in hopes that MAYBE this person might understand math enough to realize that AFTER the 29th does NOT mean a lower number.

VERY POOR tech support . The AI Bot is very unhelpful and does not direct you to a “live” tech support person.
Continuously get “ I didn’t get that” from the AI service. A really frustrating experience and unable to load App …. And now tech support fellow says he has to reload my account (a second time- prev time a month ago it never was “activated’)
TELUS : you have REALLY dropped the ball in customer service.

I have been a TELUS customer for a long time. However, they disappointed me greatly. In April, I called them to inform them that I am moving to Ontario and to see if I can transfer my home phone services there. After inspecting, they found out No! I said OKAY! So, the last day of my home services will be April 30. Send me an email to return your equipment, and disconnect my home phone. I repeated that to the girl with a foreign accent at least twice to make sure she understood what I asked her to do. That email never arrived until I called to investigate the surplus charges on my cancelled home phone and internet services in July 2025! I was in the middle of a big move and didn't have time to take care of whatever I told them in Vancouver to cancel for me! Since July, I was finally able to return their equipment because I called them again to send me the email with instructions and code, but they haven't paid me back the amount they charged me for 3 months on services that I had cancelled in April 2025! I kept nagging them every week to remind them they owe me more than $360.00, and also, they suddenly took away all my points! I had plenty of points, but right now there are none!!!!!!!!!!!! Very frustrated and disappointed. This D.E.I. hire should be called D.I.E. because it is killing the businesses in Canada, alongside our trust in our service providers.

I am ready to report Telus for badgering and not complying with Canadian laws- RE promotional calls. I have a corporate phone managed by corporate accounts. I cannot make decisions related to my phone. Yet here I am answering calls from TELUS mobility multiple times per week. Horrid. I have requested multiple times to either speak with a manager or take my number off of the call lists INCLUDING our supposed corporate account manager! The people on the line do not deserve my dissatisfaction and Telus is a terrible company for perpetuating badgering phone calls to employ either new Canadians or call centers in other countries. It is bad business practices and terrible customer service. I can appreciate a call once a quarter however three to four times per week in some instances is pure insanity PLEASE STOP!!!!!!!

Telus sent a $115 bill to collections while I was still an active Telus customer with a perfect payment history.

I had cancelled my home services plan but continued my mobile service. Instead of issuing a proper final bill, Telus deleted my active credit card from the home services account (even though it remained active on my mobile file). They never notified me of a final unpaid balance or that it would be sent to collections.

I received no emails, texts, calls, or bills regarding the overdue amount. The first I heard of it was when Equifax alerted me that my credit score had dropped from the 800s to the 600s.

I contacted Telus multiple times - via phone, live chat, and messaging - to try and resolve the situation. A Telus representative finally confirmed that my card had been removed and sent me a text saying I had to contact Met Credit to pay. Met Credit never answered their phone, and when I finally got through by email, they told me they had no file under my name. I was then told to try General Credit Services, which turned out to be the correct agency. I immediately paid the $141 in full.

During that call, General Credit offered me a free TV if I signed up for new Telus services - I told them never again.

This happened while I was in the middle of mortgage approval. The hit to my credit score is permanent and completely unnecessary. This was not a financial hardship - it was a billing and communication failure by Telus, and they have refused to take accountability.

I have kept all documentation of this issue, including the text message where Telus incorrectly referred me to the wrong collections agency, proof of payment, and written responses from Met Credit confirming they did not have the account.