TELUS Reviews 591

What a horrible experience. Telus mobility. I sent the bring it back phone. Got a text message from telus that they have received the phone and my balance is 0.00 yet they send it to collection and affected my credit score. Which I have problem getting mortgage with. Please stay away from telus. There is no communication between their billing team. You have to wait 3 hours to talk to someone but they will pick up your call in one minute if you want to get a phone.

If someone comes to your door and offers you an unbelievable deal to switch to TELUS, close the door and lock it, turn out the lights and bar the windows. If they approach you by telephone, immediately hang up and block the number.
We have just been through 3 months of hell trying to disconnect from these people. Hours upon hours of sitting on hold to then be disconnected or redirected. There is no relevant customer service who answers the phone.
We made the mistake of allowing the representative who came to our door into our house. We were offered an incredible deal on our cell phones, internet and home security and we bit. It was a terrible mistake.
On day one, we started trying to get in touch by phone with customer service with some simple questions. When, on day 3, we still had not gotten through, we realized that we had to cancel. There was supposed to be 14 day grace period for cancelation.
We contacted Bell and had them immediately reinstate our services with them. I will never complain about Bell again! They were very understanding and helpful.
The problem was that TELUS simply refused to accept the cancelation: Even though we had Bell port our cell phone numbers back to Bell, we called TELUS and told them we were canceling and they sent us a prepaid shipping label with which to return their equipment. Fortunately, TELUS hadn't gotten around to installing their internet, or it could have been much worse.
We were barraged with emails saying that our security system wasn't responding. I guess not: it was in the mail.
Then came all of the bills! For 2 months of service, unreturned equipment, early cancelation fees, late payment charges, etc. Totalling over $2,200!! If we had questions or problems, we were to access our account online and address the issue that way. Impossible! because the account was now closed and therefore there was no access.
Many, many emails and countless hours of sitting on hold on the phone. Agents on the phone - when we could get one on the line - said 'not to worry. The account is closed.'
Next came threats of collection.
We just spent 4 hours this morning dealing with various individuals on the phone. We finally agreed to pay $54 for over 1/2 month of cell service; even though we were only connected with them for 4 days, because they had kept the service active long after it was disconnected. They wore us down.
Note that it was only when we started talking about the BBB that we got the account reduced to that.
That TELUS has promised never to contact us again, in any way, was possibly worth $54.
AVOID AT ALL COSTS!

Literal harassment. Have recorded 257 phone calls since January 1st, 3 today. " we want youyr business sign up'. No clearly you don't. Clearly when told over and over and over and over and over again that a person will not switch to telus, and you keep harassing them, you don't want a customer. If you can't even handle taking a person off your call list how the f would you handle an account. The last call the guy brayed at me like a donkey, no talkig just braying like a donkey. Like what the f is wrong with you people?

I called on May 12 to cancel my Telus home internet services. After ages on hold, a male finally responded, and asked me repeatedly why I wanted to cancel. He asked many times if I had found a different provider, would move my internet to my new location, and if my partner would cancel his current plan to use Telus instead. I said no, over and over. The male then told me I needed to be transferred to the "Loyalty Department" to cancel my services. I waited on hold for ages again. A lady finally answered, and made me explain myself from square one. She kept on putting me on hold for long periods of time to "verify" things. She made me repeat myself over and over, asking why I wanted to cancel. She kept bothering me about keeping services, offering discounts, urging me to have my partner cancel his services and sign up with Telus. She even ASKED WHAT TIME HE WOULD BE HOME FROM WORK so that Telus could call to convince him to use their service! I finally started getting an anxiety attack from answering the same things so many times as I felt relentlessly harassed. Eventually, they stated my services were cancelled effective immediately, I received their email instructions to return the modem during that call on May 12. I mailed the modem to Telus on May 18. On June 14, I noticed an email from Telus stating that I had accumulated late charges for not paying my last month's bill. I thought maybe I forgot to pay for the April 11 to May 10 period, so I sent them approximately $160, leaving the other $160 unpaid. I then logged into the app and found that they had NOT cancelled the account. They continued to charge me. So I had needlessly sent them $160 for a month of service that I had CANCELLED, and was TOLD was "cancelled". I attempted to call them, and the phone line prompted me to start a chat with them instead. I started a chat with them, and the chat directed me to call them. I called them, waited on hold, and finally a lady picked up the phone. And I am almost certain it was the same lady who had "helped" me in the "Loyalty Department" on May 12! I explained to her that I cancelled and even got the email from them. She told me she needed to "read the notes". She put me on hold for a while, then came back and told me the account was still active. I told her that I had cancelled it already. She put me on hold again. Came back. Asked me WHY I wanted to cancel. I said "No. I am NOT doing this again." She told me she would transfer me to the "Loyalty Department". After another 20 minutes on hold, a man answers. And I am also certain this was the same man who had answered the first time on May 12! Once again, I had to start from square one and explain that I already cancelled my services. He said he needed to "verify" something, and put me on hold. I waited on hold for another ten minutes, and then he came back and stated the account was still active. I told him that I saw many complaints online from other customers having the same experience with Telus, where they were told their services were cancelled, but actually weren't, and they were then thrown around for long periods of time between various departments, and harassed over and over. He ignored that and told me he needed to verify something. When he came back, he stated that the cancellation had been requested, but it "didn't go through" and it was a "tech issue". He stated he needed to open a ticket with the IT department to cancel my service, and it would get looked at in a few days. They also had previously stated they'd be sending me a refund, but they haven't done so.
Note that I also sent in my modem on May 18th, which included a copy of my bill and account information. Even upon receiving the modem, they did not attempt to actually follow through with cancelling the account as requested. I've been told multiple times on the phone that they can see I requested a cancellation May 12th. So, I can't understand how they later received my modem, along with a printed copy of my account details, processed the modem return, likely saw that the account was still active, and still CHOSE to allow the monthly charges to continue and accumulate. It is absolutely unethical and sketchy.

A very crooked telus employee from retention department by the name SIPHE, who came from who knows country with cheating culture, continues her con artist practice here in Canada by lying through the teeth. When I caught her lying about the price of service and confronted her and complained to the supervisor, she ILLEGALLY DISCONNECTED MY PHONE. What is human resource department doing by keeping that con artist on a payroll???

I just purchased a new cell phone on Telus "bring it back" program. I dealt with Sean V at the Market Mall Telus store. Sean was very knowledgeable and explained all of my options and even gave me some very helpful suggestions for my usage of the new phone. I would recommend that if you are in the market for a new phone, go see Sean V at the Market Mall.

I admit writing review completely out of anger. Nothing wrong with speed of internet. Nothing wrong when i called for assistance. However, i called to cancel internet service and explained i was moving in with my son, he has Shaw and longer contract. They called back the next day, no sorry not interested. Called back a week later missed the call. Two weeks later (tonight) i had to explain the situation again and had to threaten that at this point i feel it is harassment and if i get called again i will cancel my telus cell service i have had for over a decade.
The telemarketing is out of control. No means NO! Only when you are having to scream at them to stop harassing you do they take you off their list. So yes was this to rant yes it was but Telus enough!!!

Zero stars. I got my data plan as a add-on, sharable 250 GB, for $7.5, while my phone line has free North America roaming. When I got my line, I was told that the data plan is the extension on the main line. I hardly ever used my data plan, but when I was going on a trip, decided to take my phone, to make some use of the data plan. I learned the hard way that my data plan was not included and was charged extensive roaming charges. After back and forth with CS (which was hard to get though) I finally put in a CCTS complain. I even told them just let me pay for the services I have used, because even then I didn't use my data, just 10 mb per day for most days with background refreshing on the phone, which should not cost $16 per day. Just sick how someone is so inconsiderate. They are just horrible if something goes wrong, I will change as soon as my contract is done. By principle I would never use them and give my money elsewhere.

After spending $180 at Rogers, paying for data as I did not have any wifi because Telus forgot to set it up. I am now facing an entire weekend without Wi-Fi due to an incomplete installation. I’ll also be forced to waste additional time on Monday waiting for a technician to come and fix what should have been done properly the first time.
I spent over an hour and a half on the phone with a technician named Ellen, who unfortunately appeared to have very limited experience—about as much as I do, and I’m not a technician. Case number 2300995 – I spent an hour and 30 minutes on the phone with a technician who had me turn on and turn off the system was her only technical resolution for her to realize we do not have a Cisco box from Telus.
This is incredibly frustrating and unacceptable for a paid service. Please ensure that the next technician is fully qualified and that this matter is resolved without further delay. When is TV coming, as the technician knew nothing about this, and I put in writing I wanted one appointment, not two. So now Telus has wasted 3 days of my time. I do love reviews.
No one knows my account number and she took 15 minutes to find us as she had no way without account number.
To add insult Ellen said the reason was we have boosters on the system tha is why there is no wifi it is my fault. So we disconnected the boosters and Telus had to admit still no wifi because their technician forgot to add WIFI so I have used all my data at Rogers! So ridiculous that you cannot make this stuff up while the corporate officers are patting each other on the back making millions. I lose now three days as they still have not set up the TV after telling me they would do it at once. They send out a technicinand that does not know tvs or internet for that matter but look at the profits. This is the only time I want Canada to open up to the USA and other countries for competition.
Sincerely,
Darren

Moved and asked for our security system to be set up at our new address, one month before our move date.. No one showed up the first day, rescheduled, and the installer was an hour late on the second day.
The installer didn't have a clue. We wanted our control panel mounted to the wall and he said it could not be done! We just happened to have a friend visiting us that was an electrician, 2 minutes later it was done.
The installer then continued on and an hour later left and said we up and running. We are still showing senors from our old address that we no longer have. He set up the video doorbell which is not working, not even showing up as connected.Drilled screws into our siding to hide the wire to the doorbell. (We are in a Strata which prohibits anything nailed or drilled into the outside walls)
We are so frustrated we tried to cancel our contract yesterday. Told it would be a $1400.00 penalty because of our contract, even though they are not providing the service they promised.
WARNING stay clear of Telus! WORST CUSTOMER SERVICE WE HAVE EVER EXPERIENCED!!!!!!!!

I would give a negative star if I could. This is the absolute worst company to deal with. Was with them for 10 years. If any advice shop arounds to any other company besides this one. TELUS IS THE WORST

Telus should stick to cell phones ,they have no clue about home security I had the worst service and experience with my home security,everything always breaks,when my alarm go off they don’t bother to call and check if everything is ok ,customer service is horrible and they send subcontractors that don’t work properly,if you want a good security for your house stay away from Telus .

I would not recommend Telus for anything,They are threatening to disconnect my service cause I owes them money for a service I don’t even have, I only got internet not security service , told the guy I was talking to that I don’t have it and he told me I had to pay anyway. Do this make sense Nope

My home internet has nearly doubled in price without warning as well as a $20 unlimited internet add on was added to my account without notice or my approval. I can’t get a hold of anyone from telus via phone or chat. Frustrating!!

TELUS offers no loyalty discount to try to keep you with their mobility services as well as their authorized dealers do not answer calls or emails to service their business clients. Not a great experience at all.

Do not ever use Telus security.

We had another alarm company services that was subsequently purchased by Telus. We had multiple break-ins at two different locations and no one from Telus informed us both times.

Then the following day when we try to get a hold of someone to resolve the issue you are sent from one department to another. This happened following both incidents. Both times we were on the phone for well over an hour.

No one at Telus seems to care that we have hundreds of thousands of dollars of inventory at risk.

This company is broken and needs to be re-structured.

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

A total scam. I was contacted by their agent from the Philippines who promised me a 15.00 monthly fee. Also they said that I would need to update all the equipment I currently have do it would conform to their platform with no extra cost. Well now I see a $900 bill for equipment I did not authorize. I tried calling them about 8 times spending hours on the phone with the same message that someone from the loyalty department would call me back. Now over 2.5 months still waiting. DONT EVER DEAL WITH TELUS home security. It’s a big scam!!!
WATCH OUT!!!!!

We have been an ADT customer for years, and then it transferred to Telus. We asked for new signage for our property and it took over a year for them to send it to us with multiple requests made over and over again. When you're contract is done, they do not send you notification that you are now month to month. We had to call to find out as there is no online/chat options whatsoever to resolve this and our service contract was not available online on our account either. FIRST, Telus needs more AI or online access for their customers. SECOND, when our contract is completed before moving us to month to month, you should provide notification as that is just the right thing to do. THIRD, I was put on hold to speak to an agent for 1 hour and 18 mins. This is unacceptable. Do better. As a result, we have now terminated our services with Telus.

Customer service is a joke. Not only is the security camera I pay $18.99 a month for not working, but this is also a substantial increase from the $3.99 monthly fee I was promised during sign up. My attempt to resolve this through customer service was equally unsatisfactory, involving a lengthy 32-minute wait for a callback only to be put on hold for over an hour.