TELUS Reviews 591

I signed a contract with TELUS on 20DEC2024 for Internet and Security system and had it cancelled on 31DEC2024 and returned their equipment on 02JAN2025. However their affiliate KOODO has been charging service charges although I did not used their services for even 1 minute.
Despite repeated email and telephonic calls money charged to my credit card has not been returned. Now their affiliate is saying that I should have contacted them for the cancellation. Although TELUS provided me the PR number against which the equipment was returned through Canada Post.

I can get more data or better prices from other companies but if I need help (even though it sometimes isn't easy to get thru) the service people solve my issues for me. I'm willing to pay a bit more for the assurance that I have good people available to help me with any problems.

Telus may offer a lower financial plan then it's competition but that comes as a cost of little or no customer service. When your TV service and internet service fail to operate efficiently, customer service is pathetic!

took an afternoon to unlock my phone when i wanted to cancel my service.... told me for hours that it was not their fault and that they could not unlock it. I refused to leave their offices until they did. When the right person was finally contacted it took but a few seconds. If you have not bought your phone from them the claim it is within their rights to wash their hands of it. Their sister company Koodo is worse. They charged me high rates for incoming long distance calls until after much expense I finally caught on. Con artists

My elderly relative was a Telus customer for many years.The time came that she needed help with managing finances and bills. As we were going through accounts i noticed that Telus had been charging her for a rental phone that she wasn't renting. When i phoned Yelus and told them of this the intial response was, "we only pay back 1 yr."
They had been stealing from her for 10 yrs!
Our family now boycotts Telus in memory of our sweet Mother that Telus cheated
ps just trying to submit this review I was met with obstruction. Apparently you can only add a review about an event within the last year. Well this excludes myself and many others who have not been a customer in the last year by choice to get away from Telus and their predatory policies
How convenient for Telus.

Try to get on their web page? try to get a tech or customer service? Either the system is down or there is a two hour wait until a agent can call you back. They have cut Optik stations. They have set new themes without advising the customer. They have no idea what customer service is?

If I could give a review lower than this I would. We have had a steady stream of problems with television and internet since we brought these people in to replace Shaw. This week has been the capper.

A week ago we had a large system disruption. Okay, that could happen to anyone. We were without internet or tv for 12 hours. It was finally fixed which was great but no apologies of explanations were given for the problems.

Since then I have been losing internet and television at least once a day. So far today we are up to three disruptions in just over 2 hours. Resetting the box works until the system goes down again.

I have now been on hold with telus for almost an hour waiting to speak to someone live (something they go out of their way to stop from happening).

This company is a sham. It's quality and service is a zero. I would strongly recommend to anyone getting these services that they go with a different company. telus does not care about their customers.

What a nightmare. 18 months ago we moved our telus hardware to another location and had their tech install and set it up. He said it was not capable of the gigabit speeds we had been charged for over a year. New hardware installed and almost a $1000 in credits issued. a few months later our PVR had to be changed. About 3 months ago , intermittent issues started with the PVR rebooting, record settings vanishing, screen resolutions defaulting to basic and turning itself off. Multiple calls and hours spent helping Telus sort their issues. Their tech came out, parked a white unmarked van in the fire lane and insisted in entering through our garage, plain clothed, no identification, no tools, and said his phone number proved who he was. He walked around the devices checking with an app on his phone, and left saying everything was good. We then find out he removed the PVR from their network. More calls and time spent fixing their stuff.
In the last week we have called 4 times, with hours of rebooting and waiting for results. Yesterday, a new PVR arrived that needed a verification code that should have enables automatically when plugged in. Was on the phone from 10:40 am , helping trouble shoot the new PVR, on hold, waiting for call backs, talking with a tech in the Philipines. That went on continuously till after 18:00. The tech's solution was that the replacement PVR was not compatable with our account. She said we would be getting an upgrade to the new digital PVR and TV boxes, our account and monthly fees would not change and our current credits that last another year would remain, and she would issue a $50 credit for the inconvenience. That didn't happen. The tech had to transfer us to loyalty to reset the account.
While talking with Loyalty, they terminated the TV account, and would not activate the TV account holding us to ransom while they tried to upsell us what was already agreed to with the digital boxes for an extra $15 a month. After over an hour with loyalty, we found that they could have fixed the settings with the new PVR in 5 minutes without spending 10 hours on the phone with them.
They don't deserve the one star. I cringe every time an issue appears with their stuff. Unfortunately, we have another year to put up with this company.

I had two years lease contract which just ended in January 2025. I did the return process on Jan 1, 2025 in store and the dealer told me I will get waybills on my email to return the phone. It is Jan 27 today and despite my 4 phone conversations with TELUS reps, I am still waiting for return labels. I spoke to a manager as well and he promised to follow up after three days. I am still waiting on his call. The worst CS I have received from TELUS and extremely disappointed how such a big company is scamming its customers. They lost a loyal customer for lifetime.

Don’t buy telus smart home service. Took 3 weeks for them to call back to set up a service call just to cancel the day before. Security system has now not been working for 2 months and will not credit customer.
There is zero customer service and highly inexperienced employees. Avoid TELUS smart home at if possible. That’s why they have barely a 1 STAR rating!

In the week before Black Friday, I ordered internet, home phone, and cable services from Telus. For nearly two and a half months, I’ve been stuck in an endless loop of frustration, having to call over 10 times just to get my services activated. To this day, I’ve never received a confirmation email for the services I ordered, despite requesting it multiple times. However, I did receive a cable box promptly.

I specifically requested a confirmation email three times and was assured by several representatives that a manager would send it. Unfortunately, that never happened. During one of these calls, a representative upsold me a mobile plan. I was upfront, telling them I likely wouldn’t switch because of the excellent LTE/5G deal I already had. They reassured me they could offer something comparable. I later discovered the plan they sold me was 4G—a detail they conveniently failed to disclose. Once I received the order confirmation from Koodo (and still no confirmation for my Telus services), I canceled the mobile plan immediately due to their lack of transparency.

On the same call, I requested the confirmation email for my Telus services once again. I was told a manager would send it but was warned it might take time due to Black Friday-related delays. I had already been on hold for nearly an hour, so I reluctantly accepted this excuse. Yet another week passed, and no confirmation arrived. When I called again, I was told the request had been mishandled on prior calls and that a specialized team needed to handle the sensitive information. I waited another week—still no email.

On my next call, I was told I would only receive the confirmation once the technician came to install the services and activated my account. Finally, the first technician arrived but informed my grandparents that he couldn’t complete the job due to a NAT port issue and promised to return once it was resolved. Two weeks went by without any updates from Telus.

I called again, waited on hold for an hour, and was told they had located a NAT port and would schedule another visit. Yet again, no one followed up, and I had to call back to reschedule. Another technician came out, inspected the house, and explained that the job required climbing the power line. However, it was a two-person job due to safety concerns. I understood and asked when they would return, only to be told it would be "in a few days." No one showed up for over a week.

I called again and spoke with customer service to schedule yet another appointment. This time, only one technician came and repeated the same thing about needing two people for the job. He assured me he would escalate the issue and request a new appointment.

Another single technician showed up on the next visit. Before he even began explaining the ladder situation, I cut him off and stated the issue myself—he nodded in agreement. Frustrated, I called customer service again, asking to escalate my case to a manager. The representative I spoke to was disturbingly quick to suggest canceling my services instead of resolving the issue. I insisted on speaking to a manager and waited on hold for over two hours and 15 minutes. The manager finally assured me they would follow up with the installation department and call me back the next day.

When the call finally came, the manager sounded defeated. They informed me I was in a “no-sell” area for the service I had ordered, despite the fact that Telus installed fiber in our neighborhood years ago after having us sign a waiver. Why did it take two and a half months, multiple technician visits, hours on hold, and countless dropped balls for Telus to figure this out? To make matters worse, I know my neighbors have Telus as a provider.

Having worked in customer service myself, I’m appalled at the sheer incompetence, lack of accountability, and repeated failures I’ve experienced with Telus. It’s shocking that a company would treat a loyal, patient customer this poorly and still have no resolution after all this time.

Horrible Customer Services. Stay away and go some where else.

When I went to Telus in 2010, they were fantastic. Now it is horrible. Every time I have to call, it's a minimum of an hour on the phone. The agents are rude and they do not understand more than their 'script'. The ONLY reason I have stayed is that I honestly get the best deal, even though their reception and service is extremely sub par. I used to brag on Telus that they were excellent in customer service, to deal with, and also their phone reception. At this time, the only thing that I would say is 'good' is their price.

You suck your service sucks and your hardware sucks we are living in 2025 and everything about Canada sucks collectively overly it is a technical neanderthal , stupid ignorant and cialait regime of stupid ignorant people and services

Telus cellular un happy customer
"I've been extremely disappointed with the service I've received from Telus. The managers seem completely uninterested in resolving issues, and it's been a frustrating experience.

The reception in my area is consistently poor, with dropped calls and failed texts. I've tried to address this with the company, but nothing seems to change.

To make matters worse, I've noticed that I'm being overcharged on nearly every bill. The charges are inconsistent and unclear, and when I try to get an explanation, I'm met with resistance.

The lack of accountability and transparency from Telus is staggering. As a paying customer, I expect better. Until they improve their service and billing practices, I would not recommend Telus to anyone."

I talked with Telus about my Telus Smart Hub that was shutting down several times a day on Dec. 3 2024. They said a technical team would contact me about getting a new improved modem {hub}. Nothing happened so on Jan. 8 2025 I am on the phone and have been transferred 4 times with each time getting the wrong dept. TERRIBLE SERVICE

Unbelievable , have been on hold with telus for over 2.5 hours to have my home internet moved after the 3rd call back in to get this sorted out . First they cut off my internet 4 days prior to my move , then they tell me my new place is ready to go with fiber just plug in my equipment and good to go . Not the case no fiber installed in the suite and definitely not good to go . Would not recommend this unprofessional customer service lacking organization to anyone for any service !!

About 2 weeks ago Telus was out here working on getting fiber optic to a neighbour. Shortly after our internet died. Without internet for about 4 days. Once again we saw a Telus vehicle next door 2 or 3 days ago. Shortly after our internet died. Without internet on our 3rd day now. A technician came and worked hard and decided the problem is in the ground. Telus should get the next crew scheduled. We were dropped. Still without internet on the 3rd day. Customer service was very frustrating. Talking about charging us. Long call

Simply put, and just as others have noted here, Telus is an utterly dishonest company.

They tell you one thing, but do another. Customers are frequently subjected to seemingly arbitrary price increases, even while under a 2-year service agreement.

I cannot imagine why Canada allows such unethical corporate practices to continue.

No longer can login to telus account. Bill is now unknown. Telus tv+ app useless, and no way to reach a person, A I is useless. Can't reset a password as their terrible cloud fare removes access and no way past this block to rep or teck support. You want to spend hours getting no where, buy Telus services