TELUS
Reviews and Complaints

Signed up for a Telus plan for $55, with "voice mail included"

Only in the fine print do they tell you there's a maximum of 3 voice mails. And you gotta pay another $5 to get more.

In this day and age with space on servers costing virtually nothing, it's horrible business practice. Raise that limit to something reasonable like 10! As soon as my 3-year (ugh) contract is done I'm leaving Telus for sure.

My complain is to request Telus to train their customer services agents and tell them try not to insult their innocent customers...When I saw some suspicious computers I decided to change network password..I called Telus but I found a strange thing that telus had two different accounts in my name...for same address...if Telus inquire about this they will find out that this is the result of greedy telus operators who want to make some bonus sales points doing this rubbish making two accounts for one person...and this duplicate account resulted that I paid telus long time ago and they disconnected my internet services...for non payment...ok say if I have two accounts and one is closed for non payments than why there is service interceptions when you people say i have two accounts...any way issue was resolved after spending full day talking with TD Canada operators and no cooperative Telus operators...If I would have spent same time in my office I could have earned hundreds of dollars...but my concern was still not resolved...the reason I called to change my password..when I asked operator he said...every thing is on the website ...I said OK...I will search it...and I tried telus website and it is so complicated...cannot explain how to change your network password...I said ok just leave it..forget telus rudeness and its rude operators...but after three months when I saw more strange computers on my network I called telus agent...the worst operator name Cody...in my life...I said I am calling to know how to change network password...he without asking me changed network id and password in a matter of seconds...but when I asked how to change it...he said every thing is on the website...IF I NEED TO GO TO WEBSITE...WHY I AM SPENDING MY TIME ON THESE OPERATORS..TO LISTEN EVERYTHING IS ON WEBSITE...than I requested Cody to please change this id ..i don't like it and i explained the reason why...and this no manners operators asked me WHY...WHY ...I DON'T UNDERSTAND THIS WHY...than i said to the operator I AM VERY DISAPPOINTED AND I HUNG UP...I TRIED TO check website..but there was no success...the website very complicated ...it has so much technical info I mean the router address website...if you see...and there are more than one ids and password...customer don't know which one to change...any how..I messed up...i did change my network id and there was no option to change its password on same page...and i lost INTERNET connection...I called again..and a new Telus operator told me to...Google..the procedure how to change password...oh God...what I do here...whey not Telus train their staff to Google and use you-tube how to resolve issue for once so at least they can...tell the customer most important and common question how to change password ..which more than four operators unable to resolve...including the installer technician who ..given me ...can you imagine...26 digits password for my network... and even he did not bother to give me a simple network password...so this issue is still not resolved...and I think I will order another service provider...who can answer simple question how to change network password and whose operator do not insult their customers and do not consider themselves superior smarter and consider their operator inferior...my questions is to TELUS why your operators are changing network IDS and PASSWORDS without asking customers and why they are saying EVERTY THING IS ON WEBSITE...any why they recommend to GOOGLE...i just need a simple step by step procedure how to change password ..either on website or a call from your office...or otherwise my next call is to cancel the services...

Telus, in response to learning customers were unlocking Telus cell phones, decided they would stop it by telling their suppliers they wanted un-lockable phones from here on out. Result? Look where the SIM from another carrier would fit - there is NO SLOT! Now get this: You bought the phone, but you don't actually own it! It's analogous to buying a TV and it will only work with a specified cable co. etc.
This is theft, pure and simple theft.
And, how about if you get the phone cheap or for 'nothing' with a contract, of course. When your contract is up, do they reduce your monthly bill by the amount included to pay for the phone? Do they hell! They will if you call and threaten to leave... I'd leave anyway...
Never, ever, buy a cell phone that is locked and sealed from SIM-card changes! If they don't have 'em, go to one who does. Or get it un-locked if it is un-lockable - ask and/or check inside (behind the battery) and look for a SIM-card slot.
I am now with Mobilicity having taken my own un-locked (purchased in the UK, but you can one at an independent phone phone store.) Just check it uses your intended provider's signal. i.e. G3, GMS etc. Ask the store...

I am recently going through a seperation from my common-law husband, and his cell phone was under my account. So I called Telus to get him off my account. And told her that my ex was not to know any of my private info on my acct. We then my ex calls in the get his new account started and they ask him what address he wants on his account, he says well what address is listed and they continue to give out my new address, that I've been keeping from him as he is a stalker type of person. I am even in the midst of getting a restraining order on him. So he texts me saying I have your new address. I freaked out and called Telus and all they could say was "sorry ma'am" So I wrote a letter and emailed it to Telus and whoopty doo they gave me a month free of cell service. They have scewed things up for me royally and I don't think a month of free service is going to cut it.

Telus gave me a tripple offer for phone + net and Cable for $49.17 per month for six months.
I end up paying $667.13 in six months, I was paying the bill, because I thought i might have missed a month or 2 months payments, I got alamered when after paying $391 in September, they sent me another letter that $272 is still due on me, I cancelled my services, It is almost three months, after numerous calls, they are not telling me why they overcharged? why they wont refund the money?
They put you on wait for hours to talk to agent, kick you between different agents like soccor ball and nothing happen, our server are down sir, we will give you a call in next few hours.
I have never seen such a poor customer service in Canada.
Please my dear fellow Canadians- think 1000 times before endsoring and giving them business, or you will feel cheated and used too. Stay away from them.

Telus gave us a free my five service for a year, got us comfortable using the service and then without a reminder or the option to buy the service, pulled it and has charged us $600 in charges for the month. Do I have any recourse to fight this?

I have been a Telus customer for over 25 years. In the last 6 years we have retired and depart for the south for 5 months. When we leave we have always been able to put our cell phone on vacation mode, paying just a 7.50 + Tax monthly fee. While doing this our contract does not run but resumes once again when you return.
When I went to switch it to vacation this year I was told they no longer supply that service and the best they could do is put me on the least expensive plan they have Talk 20 which costs $20.00 a month + Tax.
How long are we going to allow Telus to suck everything thay can out of us. They state it was necessary to discontinue this service because they had to many complaints about the length of your contract when it does not run while on vacation? I say this is nothing but a new cash cow. Can you imagine how many "Snowbirds " are affected by this. The Telus employee told me they have had many complaints but they are not going to change it. As I have just recently renewed with a 2 year contract I am really stuck. If I had been informed they were taking away this service I would have gone or a "pay as you go" option. As it is I am now paying more for my cell phone (which I cannot use at all) than I am for my land line. (the only reason I keep my landline is so I am assured of having the same number, which I have had for over 30 years) I cannot believe they would punch hundreds for a few complaints and I find it abhorring that they do not offer this sevice anymore. As soon as my contract runs out I am switching all my Telus services to another suplieer and I urge all "snowbirds" to do the same. Just another big Company grabbing pennies and dimes from people who have workied all their lives and can least afford it.
Shairry

Telus has overcharged me in three different occasions, and very large amounts .It took a half a day on each circumstance to rectivey the situation. My Phone's screen is presently not working I've asked them to send me a new one .They said I could buy a new one .This is a new phone .She claimed I misused it I told her I'm talking to her on it.She summed it up by saying I should find another service provider.After 10 years of paying Telus thousands of dollars.Never mind the agent being pushy and arrogent.I'm changing services as of now.

purchased a " pay per day package with evenings and weekends and texting " as I was having a difficult time understanding the available packages and wasnt happy with previous package.
Purchased this package at 8:47 pm, it was "discontinued" at 6:25am, 10 hours later.
In talking with Ryan in the Philippines for 42 minutes, (telus mobility ) he couldnt answer me why there was $10 subscription fee deducted from my account, nor why there was $10 added to my account for a "promo credit top up"
Ryan eventually hung up on me, I gave him the benifit of the doubt having worked at various call centers, I always called back a disconnected caller, I called back to Telus and got Allan, I asked for Ryan and explained that I was working with him for 42 minutes, he was very rude and short, would not let me get back to Ryan nor a Manager.
After 20 minutes with Allan, I asked him where does it say, when I bought the package that "1day = 10hours ) and why was I not sent a notification, instead I was unknowingly charged for calls and texts for the next 14 hours of what I thought would be the end of my 1day package .
I went to make a call at 7pm, 22 hours into my day long package and informed my account had a $0 Balance .
There was $21.50 left on my account after adding $25 and purchasing $1.50 account, do that math ? not only did they take $21.50 there was also the previously mentioned $10 promo topup, so I chewed threw $31.50 all in the time period of being on a 1 day package, after spending over two hours on the phone with vague answers and ### english speaking reps, i was "lucky to be given 5 days unlimited " even this is not correct as I can not call out .
my dear god, my $31.50 could have had me 30days service !
I get 5 !
After asking Allan to show me at least where the fine print is in buying a 1day package at 8:47 pm and oddly expires at 6:25 am, Allan gets upset and tells me it was suppose to expire at 12:01 am, but still cant guide me online to where this is explained . I wanted to speak to a manager or would settle for $21.50 credit .
He too hung up on me !
Unacceptable Guys . This type of miss guidance and lack of CS will not get you to the top and result in failure .
Thanks for listening !
Blake Morrissey

Trying to get help from Telus by phone is a frustrating, painfull experience. Tried to reach customer retention yesterday as I have had better rates offered to me by Shaw. After being connected to the Phillippines and fighting through the language barrier, after umpteen questions I was finally put through to the customer retention department that I requested.On hold 22 minutes..Finally same broken English rep comes on and she tells me be patient and will try again. Another 58 minutes rolls by and the phone line clicks off and I am disconnected. This is not the first time I have had this kind of Horrid service { Or lack thereof} Thanks Darren E..Telus customer service is beyond a Joke now! BC Tel at least looked after their customers.

On the night of 15th November 2010, I had the most unpleasant experience with Telus Customer Loyalty and Retention Representative. The situation was all due to a hardware switch for my wife’s mobile phone. Due to the differences in the hardware, the network was also being switched from CDMA to HSPA, and my wife lost certain aspects of the original promotional service plan. However, to mitigate this, Telus gave my wife similar (and in some cases better) service options for free. Problem is that these options were given for a temporary period of 1 year. So, in essence, what was infinite has now become temporary. Having noticed this right away, I called back to see if Telus could at least extend these options until the end of her contract term which would another 6 to 7 months. I was directed to the Customer Loyalty and Retention Representative, and that’s when things went from cordial to hostile to offensive. The L&R rep talked over me, the rep had no interest in hearing what I had to say, only that my option was to pay another $10 to switch back to the older CDMA phone to get back the original options or stay as is. I tried to tell the rep that it was not made clear to me that the additional options would be temporary when I made the switch, but, after I had waited patiently to listen to the rep and I started to talk, the rep would continually talk over me saying that there is nothing that can be done.
If the rep had some patience, respected that we were discussing a business matter which is bound by contract, recognized that we were discussing a matter that had direct affect to my personal finances, and practiced a level of professionalism, given time, I would have come around to understand. Then things got worse when the rep became sarcastic and made joke. The rep asked if my phone was working ok and if I could hear her clearly because the rep felt like she was repeating herself. This from a CUSTOMER LOYALTY AND RETENTION REPRESENTATIVE! And then I asked if she was being sarcastic with me and making jokes, to which she replied “no”. No? Really? I don’t understand how a representative working in the Loyalty and Retention department can be so driven to make a customer dislike Telus. I spoke with five reps that night including the Loyalty and Retention rep, and the other four front line reps were very cordial, patient, and friendly, although somewhat incompetent. The Loyalty and Retention rep was the only one that was hostile, full of attitude, self righteous, sarcastic, rude and unwilling to listen. This could be one of several things, poor training, poor hiring, bad personal day for the rep (which is still no excuse), I was the last call of the day before the rep clocked out and wanted to get off the phone asap (which is still no excuse), or a combination of above. Whatever the reason, I have lost all desire to stay with Telus at the end of the call. Due to the contract, my wife is still bound with Telus for the next year and half, but at the end, we will strongly consider other options. This dislike of Telus was direct result of conversation with Telus’ Customer Loyalty and Retention department representative. Go figure.

I'm the owner of Zhong Qiao Hair Salon located at 4889 Clarendon Street crossed by Kingsway in Vancouver(Post Code: V5R 3J3) and I am the hair stylist as well.
In front of my Hair Salon which is my private property, there're two big TELUS Cable Boxes installed which greatly prevents the daylight. There is not efficiency light even I turn the lights on. My eyes are getting much tired when I'm working. Furthermore, it affects my business, especially people from the West and North can't see my hair salon.
(Please see the attached picture)
As you can see from the picture, the width of two pieces of glass windows on the one side of the door is 135 inch, the width of the two TELUS cable boxes is 110 inch. The height of two pieces of glass windows is 96inch, the height of the two TELUS cable boxes is 70 inch.

Wake up Telus

I have been a Telus cusotmer for the last 17 years. My account has always been paid by credit card, so we've never had any late fees. This summer my husband credit card was stolen and this was the card on file to pay Telus. We got a phone call asking for us to call them, so I did, I was going to give them my credit card number to use to pay our bill and to keep on file to use from now onwards. I was not allowed to do this because I didn't have the Telus account number, I was calling from home which is the phone number I was tring to pay off. I was not allowed, they would not take my money because I didn't have the account number. OK, So I'm tring to pay my bill and I'm not allowed, I needed the account number, I didn't have a paper bill to look it up. I ask them to send me another bill in the mail, they said we can't and that was that. And all I wanted to do was pay my bill. Telus sucks! What happened to the customer is always right, all I wanted was to have my bill mailed to my address, the same address that they have on file so I can pay my bill!

This is a unanswered email from telus

Attention ontario prepaid customers
If you are having a issue with sending and receiving text and picture message call them and complain it is known to them but they are still selling the broken service to ontario customers

—

Hello darren or anyone who receives this..

I am writing to you in hopes to get some things changed. First off I have to say you have the worst customer support I have ever seen and being in the customer service field for 20 years I can say that the service level is at about 1 of 10,

Problem:
I have been buying text250 for my phone since feb 2010 and it hasn't been working we are trying to run a small business and have lost customers due to lack of communication due to the failure of the text message service. I have made many calls and and have been lied to several times by customer support and technical support all giving my different lies to what the problem was. I cannot send a text more then 109 characters and if I try it fails and I have to write the whole message again. So this has me sending multiple texts wasting my time and money. Also when someone sends me one more then 109 characters it comes in as mms and tells me to go to telusmobility.com/snap to retrieve the message with no option to download to my phone forcing me to go to a internet connection and download the message really this is unacceptable. Last week I had workers on a job site sending me pics of a important work related issue the bloody thing again came in as a picture message and had to be downloaded so being on the road at the time I had to go to a internet cafe pay more money for something I already paid for and download the picture and would also like the mention the page was down couldn't login to the telus site for 20 mins.

Reasons ontario wide outage (Why sell service that doesn't work agent replied I don't know), I may have dropped my phone, rolling hot pockets in downtown ottawa, my phone model has issues (Why sell phone that doesn't work)

Resolution wait till its fixed we do not guarantee any of our services so we will not be compensating you for anything. I was told to shut up and be quiet and promised call backs twice and no reply this happened during calls to customer conflict team really they are the most ignorant people I spoke to even the front line agents weren't as rude.

I want to be compensated for this... I cant believe your company treats people like this I have monthly plan with bell and never had problems I went to telus for the pricing biggest mistake of my life I am looking for another phone right now for my daughters birthday was going to go with telus but not now I will buy her rogers phone better plans better service...

My question is why are you selling a service that you know isn't working, I have been told the service doesn't work right in ontario it is a known issue and they are working on it so if it known why sell it ontario people are getting ripped off...

Darcy petersen
Web designer / owner
[protected]@2nerds. Ca
www.2nerds.ca

I am starting negtive pr campain aganist telus mobility celluer. I am a sells person I meet an agarge 10-15 people a day, so this is an ice breaker to start conversation with people, my slogn is (If you want to kill your health and wallet joine with telus).
My problem started with telus after a year and a half of being royal coustmer paying bills, ond day I called to reduce my bill I allways used to get around $68-$70 a month untill I called coustomer care and we agreed to certinc ghanges, so next bill came to $170 outrages I called, they sorry the girl made a mistake we credit u $36
Then the next bill came to $265 dollers I called they say in called blood notlhing we can do for u. So I told them I want to cancle my services they no problem they didnt evern try to keep me like othe compines do.
I think tell is too rich scaming coustomers so they dont even care if you stay or leave.
The good side for me is their lost is my gaing becuse I am telling this story every day to 15-20 people as a punch start for my sale.
P. S
Be smart dont joine or renew your contract with telus

I switched to telus optik tv and internet from shaw cable. Telus told me it would be fiber optic line all the way to the house. As it states on there web page there new fiber optik network. It is not fiber optik all the way to the house. They are doing false advertising and there tech support sucks cause now I have a slower internet than before. I was also promised 25mb for my package well thats false to they only offer that to large buildings. I think telus should be sued for there false advertising. I will tell everyone I now about this

Bought new milestone android phone from telus three year contract, did not have good three G sevice, and I lost phone within first 2 weeks of contract.
I tried to resolve problem with them.
I wanted to cancel my whole contract with them since I was not happy with there service, and I did not want to buy a new phone for 600$.
What they did was chrge me for the three years of cancelation charges, I was ready to pay the cost of the phone, but being charged over 700$ was not fair in my view.
Just letting anyone know that I am having a class action started against TELUS, and if anyone wants to join in please contact this Lawyer:
Nom Bourgoin
Prénom David
Titre Avocat
Cabinet Woods
Domaines de pratique Litige
Recours collectifs
Ville Québec
Téléphone [protected]

I phoned telus internet services to switch providers after my three year contract was finished in June, My computer is on its last legs and so I saved up money to get a new computer and wanted to sign on with shaw .I explained my reasons and the representative I spoke to convinced me to go with telus for another three years and for my loyalty I would recieve a new lap top within a month, It is now the end of september and after numerous phone calls and complaints made by me and promises from various telus employees that its on its way I still have not recieved the lap top. This is some of the WORST business practice I have ever seen and I will be closing down any service I have with telus if I have not recieved this computer by October 1st.

In October of 2009 my daughter was down in Mexico at a Hotel there. Before going I phoned Telus Communications Company to make sure we were covered for calls to Mexico that I direct dialed and was told I would pay .15 / minute. After being home for a few months my Telus bill soared by $259.22 for COLLECT calls made to Mexico. I immediately contacted Telus to find out What happened and have these calls reversed as we NEVER accepted any collect calls from Mexico. We did make direct dialed calls to my daughters Hotel and punched in her room # and she answered the phone. Telus looked into this and removed the charges so they were no longer on my bill and told me this should not have happened as they were direct dialed calls. They told me they would look into this for me as well and I should contact Canopco. I did and they said Telus knew this was going to happen...any calls made to any Hotel in Mexico gets billed as collect calls as for using their service because they have not got any other way to word the billing of this amount. Back to Telus I go after I inform Canopco that I am not paying this bill because I did not make any collect calls and was supposed to be covered by my Telus plan. Now I have received 2 bills from a Collection Agency ... Collection Group of Canada Inc. ... so I called them to explain why I would not be paying this bill. They offered to lower the amount but I refused because we did not accept any collect calls and told them to take it to court . I would like to know if you think because of the number of people having this happen a Class Action Suit could be started to put a stop to this being done. This is Fraud and too many people are paying to stop the bad name on their credit rating . Could you please get back to me as soon as possible as I am going to talk to a Lawyer here to see what can be done if necessary. Thank you for your time. Laurel Henderson

I just received a telus mobility charge of $731.72 on my latest bill. We made a trip acccross Canada and used the telus stick for internet when we were traveling.

We decided to come home through the US and I used the computer and telus stick a few time downoaded 243 mb and was charged $731.72. $3.00/mb.

This is hiway robbery even if it is in small print on my contract. How can they possibly charge sucha high fee.