TELUS Reviews 591

Worst customer service ever! Transferred to 3 or 4 different departments when having issues, having to explain the problem again and again to different people. They have every excuse in the book to not solve the problem…very frustrating to say the least. Will cancel when my contract is over! DO NOT DO BUSINESS WITH TELUS!!

Telus is in complete shutdown mode. The call center does not work. You can read this in every post.

It's a ripoff. I ordered a phone online, I cannot cancel it. There is no call center they say to call.

It is beyond unprofessional. I will hold them accountable on every forum on the net is they so much as bill me. I am cancelling out of this fake artist business.

Telling me to call something non-functional and does not exist to finalize a contract is outright fraud. It is against the law in Quebec.

I recommend a class action suit over this. I have been mislead, tonally.

At least A full contract in damages per client.

The proof is all here, on Trust Pilot!!!

Thanks for listening. : )

I will now update and move Telus back to a 5.

They wrote me back.

All is cancelled.

I will let them build on the call center. All companies make errors in judgement. My suggestion, at least work on a 15 minute response time in the modern age.

Awful web experience
If you want to waste your time on the internet I can recommend no better place to fo it than the TELUS website. Full of feedback loops and offers that appear to be meaningless, TELUS succeeds in ruining your day any time you must engage with them. Just call ( if you can find a number ) because their website simply does not work.
My elderly father's rip off plan just went to month to month and we were trying to change it by buying a new ( reasonable ) bundle. Not possible!
Worse in his current plan he is paying for TELUS Security when he dors not have Telus security... it looks like he even rents equipment that has never been installed.
Its obvious that TELUS is taking advantage of an elderly person here.

Make Reviews count by registering complaints with CRTC Canadian Radio-Television and Telecommunications Commission -check on internet as Trustpilot does not allow links.
Telus licence should be pulled. Long time customer who updated plan due to alerts by Telus. I was on a ladder up 2 stories to repair a Telus camera that went off line for 2 days. I then booked with salesperson John to book an appointment and that my needs would be the same except I would not need the two CO2 detectors and my door lock off plan. Also 3 year term as I wanted to see how the system worked given it is new. Note, I have already been a customer for 7 years. Fee $30
The installer was professional and great. He had an extra camera so I agreed to have it installed instead of cancelling.
I called July 28/25 re billing to sort out spoke with Kadar (Working in Turkey) who stated it was escalated , they will review the phone call and booked return call Aug 2, 2025 between 5- 6 PM. No call does Telus think they can jerk around, lie, switch and bait their customers. Now I am paying more for a 5 year plan when I requested a 3 year plan. Anyone else please register a government complaint, or change.org as TELUS will need to have government intervention to be fined, licence pulled to be accountable. I am sure if one could give a 0 it would be 0. Any lawyers out there working pro bono? This is swich and bait and practices noted on reviews are unethical. Next stop CRTC.
TELUS DO NOT PRETEND TO REACH OUT- Change your business practices or you will have a class action suit. Any other complaints make sure you record them.

I used to recommend Telus a few years ago. They have fallen so far in such a short time it is truly mind boggling. Getting through to service is a pain, you usually get transferred a minimum of 3 times and it is not rare to have your call simply dropped in one of those transfers. On the opposite side, it is extremely rare that anybody you talk to will have even a modicum of helpful support to offer you.

Their security team has absorbed a bunch of other companies but they do not talk to each other at all. No Telus member will give you a heads up on that or even help you get your buildings onto the same systems (even future installs they will sometimes push to one of their other internal companies).

Learn from our mistakes, go with literally any other company and avoid dealing with this complete gongshow of a company. You know it is bad when the service techs these days show up bitching about Telus.

Jerry
my contract for inter net is coming due so i called telus to see what i can do got a price of 52$ per month and told the lady i will get back to them
when I got back to them to ok the and change over
the price went from 52$ per month to 85.$ to 70.$+tax on all price . Shopped around and got a different company for $36.00+tax

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

To make matters worse, when I called customer service to try and resolve the issue, the representative I spoke with was dismissive and condescending. He essentially told me I should be grateful for the discounts I had received and lucky to be a Telus customer. This level of arrogance and lack of empathy was shocking.

All I want is to be treated fairly and not be penalized for something outside of my control. Holding customers hostage in a contract when the service isn’t available is unethical, and this experience has completely destroyed any trust I had in Telus. I will never recommend this company to anyone.

Support services from Telus are the worst! We cannot download our bills due to a technical issue with Telus and after talking to three agents the issue is still not resolved. There is no local support and we've wasted hours trying to resolve the issue. Prior to this, Telus was double charging for the internet which they finally refunded. A big thumbs down for Telus.

problems getting online to pay the bill been waiting now for over a hour and a half very bad service if i had not just renewed my contract with them i would go with some one else

If I could give them 0 stars I would. I was long time Rogers customer and was persuaded to try Telus. Not happy on a number of counts and trying to cancel is ridiculous. I need to talk to a live agent - but there is not one available - I have been on hold for over an hour 3 times without an agent answering the line. I suspect this might be because it is to cancel.

I have been waiting almost a month for a credit that was promised to me 2 weeks ago and when I send a message to get a call back from the escalation department, I didn’t get it. Frustrating

The clowns at Telus failed to process our June payment and double billed us with a stern warning.
We've been with these clowns for 25 years and NEVER missed a payment.
We are VERY unhappy and will be seeking another service provider.

Jeff Zhang was very efficient and helpful at installing cable and internet . Great job .I am very happy. Irena D.

telus Monopololy
I wish to add my opinion of the service received by telus. I have used telus provider for mobility 16+ years, and more recently home security. all customer service agents are dismissive and poorly informed. They read from a binder bullet list, peppered with up-sell incentives. Unfortunately your going to get that from every provider. Then when asked to complete what should be a straight forward task they know how to add services but to remove them or cancel you get sent to no mans land called loyalty but that is the last thing you get there ...if your willing to wait on hold for hours while they are helping other customers. If you cant get to a customer within 15 minutes as opposed to the hour+ wait times then they have too many customers for the service they provide. I blame the crtc for the corruption that allows monopolies to exist in this area.
telus sure do talk the talk with all their self promoting about helping in health care and environmental carbon free by 2030 nonsense. Why not start with your existing customers? Because the second there is an alternative to telus or that other bad actor, everyone will jump ship. There is very little interest in customer retention.

Telus demands you sign up for multiple years in the initial contract. To end the service early fees are exorbitant. The service has worked at times, but often does not. I live in a country area with not the best cell access. Currently trying to end the contract (again) and this time they are asking for an additional $400+ since the contract still runs another 14 months. Initially signed up in 2021, now it is July 2025. Very dissatisfied with this expensive, poorly informed decision that I made when first moving out to the country.

I had a call with a rep in which I was very specific about the products I wanted and the price I agreed to. Then the tech showed up without half of what I ordered and tried to give me other equipment instead which I refused. He then said he would get the correct equipment from the warehouse and contact me to come back which he never did. I GET MY BILL AND THERE IS ABOUT $700 WORTH OF EQUIPMENT THAT I DID NOT GET AND WHATS WORSE, I DID NOT EVEN INITIALLY ASK FOR ANY OF IT. Along with that, my bill itself was $60+ over what I agreed to on the phone. The rep I spoke to today is telling me oh there's no evidence of that, when I know all their calls are recorded and after being transferred to multiple places and over 2 hours on the phone I was told the best he can do is reduce my bill to the point where its still $17 more than I agreed to and that I just need to pay it and move on. He also let me know at 4:56 that even though the issue had not been resolved and I still had questions, he was done work at 5 and therefore would be ending the call and have someone call me tomorrow. I let him know I will be cancelling everything I have there and will never be working with telus again nor will I recommend them to anyone anywhere on this planet.

Telus added charges to a CLOSED account and without notifying us of these (bogus) charges sent them to collections. They tell us it is our problem to sort out with collections...it is their mistake, how is this my problem?? Asked for a supervisor they said "it's their process" to tell me to deal with it. All I have asked is that they contact collections to cancel charges and send confirmation of this action to me via email. Appalling customer service.
Seems very shady that they can add charges to an account that was cancelled and closed months ago no?

I want to take this opportunity and say a big thank you to the manger Mark and his support team at the Pickering location, who helped me in solving the technical issues I was having with my phone. Excellent customer service and Mark was very knowledgeable about the products and services provided by Telus. I will definitely recommend this location to my friends, families and the world at large so they can have the same experiences I had. Thank again

If I could rate it lower than one I would. Telus sent a repair person to my home for a 1:00 appointment, after a telephone call with Telus technical support, we were told that our router or our booster needed to be replaced. The technician showed up at 11:00, instead of the scheduled appointment at one, while we had a gentleman in our home quoting new windows for us. My husband told him he didn’t have time for him and that our appointment was for 1:00, he said it didn’t matter he could just work alone.

He did not know what he was supposed to do when he got there, and asked my husband what the problem was. He installed a booster in our basement and told us we would have to pay monthly for it, to which my husband replied “you can take it out, because we aren’t paying for that”. He left it anyways and told us to deal with Telus.

While my husband was dealing with the gentleman that came to quote our windows they could hear the Telus repair man belching from the basement while they were upstairs in our home. The window guy gave my husband quite a look. Then, he moved our booster to a new spot in our living room, and my husband told him not to take the wiring for it as he knew I didn’t want it six feet away from us while we watched tv. He said he would put it back himself, but the guy took all of the connections with him. Then at three o’clock he called again to do our appointment that he did at 11:00, and asked my husband to give him a good review.

I have called multiple times requesting to speak to a manager in Canada and I was told “that isn’t possible”. Telus no longer employs Canadians, it sources its jobs overseas, I have no desire to deal with a company with such low standards.

spent over 2 and a half hours on hold finally was met with "your call can not connect to due to unforeseen circumstances" nightmare of a company sent me to collections for nothing, collection company has no record of my file or account.