TELUS Reviews 591

Terrible service. They charged me without my authorization. It took months, hours on the phone to even rectify a mistake that affected my credit score (even though I have NEVER received any service from them)

Telus ADT sent a PDF contract on Feb. 26/2025 for $ 25.00 a month. They changed it to $ 67.00 on March 22. Hakim told me je would look after this and offered a $ 10.00 monthly credit for 6 months because of all the phone calls. Bill came in at $ 67.00 and no credit. When I called in I asked to speak with Hakim he refused. Telus has hired liars and they are not trustworthy.

Telus took over alarm monitoring services from the company we used for years but we elected to use another company due to the incompetence of the staff when we were customers almost 20 years ago. Sent us a bill for $0 which surprised us as we did not agree to sign on. Called right away to cancel which the guy confirmed but also did not guarantee that we would not be charged as it would be prorated - I could not understand as we already paid our monthly fee to the company that we still were contracted to. A few days ago we got another bill in the mail with a negative $25 charge but account closed -just mind boggling how idiotic this company is

I don't know where to start. I just received my service. Tech support was not able to resolve my issues. They not only over charged the service but provided me with less apps than agreed. The tech support people have heavy accents and use bad grammar and are hard to understand. Why does Telus think that exasperating a frustrated customer is a good idea? Oh right cheap labor. Shame on you Telus dont we pay you enough, or are your shareholders more important? These reviews should be top priority.

Very poor customer service and the workers don’t do their jobs. Takes months to even resolve an issue and the cell service is very bad with limited range. Would definitely not recommend this service.

Telus is very frustrating. We have been a customer for a very long time but the longer we live here the worse the service is. Our landline works GREAT! But the cell coverage in Northern Alberta is getting worse and worse. Of course they still want their money even when we can often not even send a text. They say ... hey get the App ... sure and run it on what? Only the land line works the cell phone is useless.
I live in the Birch Hills county.

Stay away from Telus. I made a horrible mistake by switching to Telus. All fall promises and commitments. I was charged for a security camera for 2 years, when I did not use those services. I had to fight for 2 years to get only partial credit. My bills are full of wrong charges, and/or no reflections of the bill credit that was promised due to their mistakes. It takes 30 minutes to an hour to convince their chatbot that I need to talk to a live rep. After that, someone calls at their convenience, and takes hour after hour to sort out things, then they make the commitment to fix the errors, which they never do, then the same cycle repeats. So, after finishing my 2 year commitment, I decided to cancel TelUs, but their loyalty department convinced to stay by promising to fix everything, and giving me world class services, and support, which they never did, but they started charging almost double than I signed up for. I also purchased an airpod on finance, but they charged that in full to pay at once. In a nutshell, it is just a briefing on how Telus treated me. There are even more. Finally, I gave up , and decided to cancel TelUs even though I have to pay for penalties, which is about $600. Accordingly, I have been contacting them for the last 2 months to cancel my services, and they keep promising that someone from the loyalty team would call me, which never happened. So, guess what, even though I am willing to pay the penalty, I can't. They keep me hanging off the cliff. Also, the service is so poor. I had at least 15 service calls to fix the issues, and finally I gave up. This company is not trust worthy, and I do not know how to get my tail out of here, because of their noncooperation. No wonder, why Telus has a 1.3 rating. guys, stay out of Telus, and you can live in peace.

Voyons c est rendu n importe quoi ce service de marde sa fais 15 ans que je suis fidèle client ,,, et la je veu parler avec quelqu’un au le service a la clientèle NON c est un robot ,, après 30 min je fini par avoir quelque un mais sa raccroche après quelque temp ,,JE RAPELLE ,,, sa racroche encore après 15 min ,,redirige vers un autre ,,,, racroche encore ,, voyons ,,,, sa fais 90 minutes,,, je vais revoir mes choix dès demain pour une autres compagnie c est CLAIRE de la grosse marde maintenant

I recently contacted TELUS due to internet issues, and they informed me that I needed an upgrade from 1.5GB to 3GB. A technician was sent to complete the upgrade, but after the installation, I was left without any wireless internet. I then called TELUS again and spoke with their loyalty department to schedule an appointment at Location A for the next day. However, despite this arrangement, I later received an email stating that the technician had been scheduled for Location B at a completely different date and time—none of which had been promised by the representative. Frustrated, I called TELUS again and was put on hold for four hours, only to be transferred repeatedly between representatives, none of whom could provide a solution. Their lack of professionalism and customer service was beyond disappointing. To make matters worse, despite failing to resolve the issue, TELUS still sent me a bill for a service that not only didn’t fix anything but actually made my internet situation worse. Their incompetence cost me both valuable time and money, and instead of taking responsibility, their representatives only offered empty apologies.

Based on my experience, I strongly advise against choosing TELUS. Their poor service, miscommunication, and lack of accountability show they do not prioritize their customers. I recommend going with a different provider that actually values and respects its users.

Zero stars. I had to put in a star. But they deserve no stars. They came to switch copper line to fibre optics on two landlines at same address. They did one then left and later I discovered the important line had been deactivated. This is the line my 99 year old mother has set up with a medical alert life line. It’s not working. They had me on hold total 5 hours ( yesterday and today ) to no avail. Say they can’t come back until March 30. Today March 19. They deactivated the line without our permission. !!! So she is to be with no life line connection for another 11 days. It’s an emergency , they DO NOT CARE. It’s paid for ; They don’t care. I can’t talk to a person with the power to get this fixed immediately. I am so frustrated. I want to go public with this appalling company with zero customer service. Please lose the virtual assistant. Hire a human or two to answer the phone. You are a phone company!!!! You are the WORST telephone company I’ve ever had the displeasure of dealing with. You need to improve , but you won’t as you have no ethical or moral standard or feel any obligation to do better. I bet your cfo and ceos and executive corporate officers make HUGE money at the expense of your abused and frustrated customers. How do I get help ? HELP !!! No one cares.
You are going to get sued !!!!

Signed up for Telus WiFi/Internet March 10 2025. Today is the 19th and I cannot send pics from cell to computer any longer. Cannot setup My Telus account kept saying doesn't have an email address for me but they have already sent a bill plus advertising to purchase more Telus garbage. No phone number to speak to a human. Person got me to sign up with Telus tried, failed, said Telus person would call twice, never called. Installer said he would return, he didn't, still haven't heard from him 4 days later. He didn't have long enough cords and left ugly white box on top of black tv stand said doesn't come in black but later said he'd find one. Useless, bad service and/or no service. Telus should smarten up, hire people to help customer when online fails in every way.

Horrible company. Customer service is terrible. Mobile app does not work most days. I have been repeatedly overcharged on my account. I do not recommend using Telus.

If I could rate 0 stars, I would. Since Fibre Optics, my TV is freezing, and reinitializing sometimes seven times in an hour. I've had technicians out twice, changed boxes, but, still no improvement. I've been on the line with them for 2 1/2 hours today, two calls dropped, no call back, as they assured. The last person I spoke with, said I would be charged $175.00 for a service call. If it was found to be a Telus issue, it would be waived. I am charged $140.00/month for internet, and $86.00/month for abysmal cable service. If they require me to use their equipment, to facilitate their service, then they need to service their own equipment, without charge to me. At first, they wanted ME to trouble shoot THEIR equipment. I am pissed, to say the least!!!!!

I got everything set up for home internet. Then they just cancelled my account and installation appointment. No explanation. Registration never worked, so I could not access my account, use the app or EVEN USE THEIR SUPPORT. I had no intention of cancelling but I have decided to never use TELUS again. and I will make sure no one I love does either. Very disgusted and disappointed.

I’ve been with Telus for close to 15years. These are the problems that we are having which cannot be compared to Roger’s or Shaw as they answer their phones right away and have better service reps.
1) We have unstable internet Which also affects our TV.
2) we are getting really tired of having to wait 2-3 hrs on the phone to get a resolve.
3) when you send a contractor to service our house, more than not, we have to phone Telus to tell them that there are still problems. Another 2-3 hrs on the phone.
4) and through all of this we are paying full rates for poor service.
5) most times we cannot understand the person that we talk to because of their strong accent

Steer clear of this company. They are scoundrels and will compeletely screw you over with nonsensical fees (many thousands) with no clear justification or explanation about the fees. If I could go back in time I would literally slap myself in the face for deciding to go with TELUS. Unscrupulous business.

Been customer for over 10 years and had to cancel earlier due to inability to pay anymore. Got email about cancellation fees around CAD 345, but the bill came as CAD 420 with no explanation. Tried to call them several times waiting over an hour and had to hung up at the end. Sent an email with no answer. Called again and got no answer for this discrepancy. And BTW, I used to work for them for over 15 years. Avoid Telus if possible

Extremely disappointed in Telus Customer Service. I have had a Telus Home Security issue for the past 4 months with no resolution. Telus Customer Service management have approved the refund for the false alarm charges however they can't get any response from the "Back Office" for approval to pay! Their equipment failed and they won't take accountability. I would not recommend this company for Home Security. Look at all your options before considering this company and be prepared to be frustrated!!!

Extremely horrible company to deal with. Do yourself a favour, do not stoop to Telus services. This company is only interested in payment. Corporate greed absolutely out ways customer service. When it comes to any form of assistance, be sure to pack a lunch. Your ordeal is sure to be more than a time- consuming experience, excruciatingly frustrating and inaccurate to say the least. Like walking into IKEA.
The left hand doesn't know what the left hand, or right hand is doing. If you don't take my review seriously, GOOD LUCK! You'll be regretfully sorry. Up there with worst of the worst of the worst and I'm being kind. I would have given it a -5 star, but that wasn't an option.

Called for the third time for charges on home security that were supposed to be removed (previous dealings with Telus security). The second time Natalie, the supervisor, rejected the original promise to remove the charges. Luckily George intervened and read the notes on the file and got it approved for the "third" time. The situation was resolved and reflected on the file twice prior yet Natalie rejected it causing yet another series of calls to again correct their error. I am not impressed Telus, not even a little but impressed. You have to do better. It wouldn't be hard for a decent company to sweep in and replace you.......just thinking out loud.....