TELUS
Reviews and Complaints

I too fell behind two months payments because of vacation etc, I received a nice letter stating if my services are suspended I will be charged a "50$" reactivation fee. This is the first time I've heard a company charging so much to reconnect you when in fact your account is not FULLY cancelled. If my account was cancelled and I wanted to reconnect then I could see a reconnection fee, but just for being suspended? Rediculus.

I have exactly the same story as you. What did you do?

I absolutely agree with the comment above. Telus' customer service and over billing is getting out of hand. I too think I may just contact the CRTC to lodge a complaint. This is pathetic.

Your reconnection fee was for non payment because your account was past due. That's the only time they charge you that "fee". I know this because my brother forgot to pay my bill when I was on vacation so my services were disconnected as a result. However, because it was my first time ever late, Telus was gracious enough to waive the reconnection fee.

If you call in July to cancel, you will get a final invoice for the next month because all services providers have advance billing. Also, just like Rogers and Bell, you have to give them with 30 days notice to cancel I think.

Drop Telus (Beware of Fido, Rogers and Koodo) Go with Virgin Mobile..it is not regulated by the Big-Three.. CRTC is rendered useless another example of neo-conservatives give large tax breaks to large corporations..

Drop your telus contract like I did on cellplandepot.ca they suck and I switched to a better provider. I think Telus is lost as they screw us over for $hundreds$ of fees for early termination but yet they launch Koodo mobile which doesn't have cancellation fees...they are mental.

Dear sir,
i was used mobilink no [protected] to 2010 july one day my sim can not Received signal then i call your help line and your customer officer say to me your no is expire without inform my is closed then i go to 23 Sep your franchises in darvics road Branch but he say to me this sim is not your name but my sim is my name and i have your from is show that my this no.
i was call followings nos:-
[protected]
[protected]
[protected]
plz open my sim
Mrs Naveed Mushtaq
INC #[protected]
cell no# [protected]
plz inform to me i wait your reply
and i attached from show is my no
thanks

i have the htc p400. bought it originally nov11/2007. telus has now swapped it 3x for the exact reasons you have mentioned... so as far as water damage... thats of bunch of bs... because all 3 times they had that same problem and not once did any of mine have water damage. so now were at nov 21/2008, 10 days out of warranty (might i add the last time the phone was swapped was 3-1/2 months ag0) and the phone shuts on and off over and over again. will only load to the windows screen and then repeat itself until i remove the battery. i am soooo livid. and then to be told, well your phone is out of warranty! because they state your warranty from your original phone purchase date, not the replacement referb phones that they give you. telus themselves hasent been too bad. they have given me a 400.00 credit towards a new phone and 50% off my bill for the next 2 months. but as far as htc goes... NEVER AGAIN!

I just went through the same thing with my blackberry pearl. The charger port was not charging and the unit was technically in warranty. According to telus if the unit is not EXACTLY as it was when originally packaged it is considered out of warranty. If I was to hand over my phone one dealer asked for a $90 payment up front and $800 in credit card imprints, the next dealer would not even look at my phone and refused to help me at all. 2 hours on the phone with customer service I found out some disturbing facts. The storefronts that you walk into thinking your dealing with Telus are all independent and do not have to comply with any Telus regulations on what they can charge for loaners or replacements. It's basically a free for all! I was bullied into buying a cheaper replacement because the only other option was paying full price $499 for the replacement of a phone I did not break and Telus would not even look at to see if repair was viable.

The HTC (touch, s720 or even p4000) sucks! However, I wouldn't swap the unit right away, call the client support and see if they can't work out a better deal for you.

Try taking your phone to another repair centre for a second opinion. Unfortunately, the HTC phones aren't made very well. My boyfriend has the Touch with Bell and it keeps freezing. I had the s720 for a week and I returned it for a Blackberry and no problems since.

Water damage can happen even if you're carrying the phone in the rain. Unfortunately, the more the features, the more sensitive these damn phones are.

You should leave Telus. They are the worse company out there. If i was you i would buy an unlocked GSM phone from eBay and go with either Fido or Rogers. THat would be the best deal.

The Russians have an expression;
"Free cheese--only in a mouse trap!"

I'm not with Telus (fortunately) but I came across this blog site trying to find out what Telus' recent ad that I saw on a bus yesterday meant. It said "we believe in staying dry." I still haven't figured it out to how it translates to buying any of their services. Probably I'm not smart enough to figure it out (which might explain why I'm not with Telus) but does anyone have any idea? I like Justin's entry there praising Telus for all its worth. Just pass me the KETCH up for my fries svp.

No don't do it the computer is crap! My bill was one price when I was setting it up and now after just 3 months it is so much different by $50.00 dollars a month now Im paying over $100.00 a month. It is a waste of you breath to call and try and work things out. Just get the shaft all over the place!

I am a telus customer and i have been happy with the services provided i bought a new house and gave lots of notice to have everything hooked up knowing that things may not be the way they used to be and i am not the only house hold, Telus deals with. I told them when i got possesion of the house and they were able to have everything hooked up within a couple days of moving in. We had problems with the High speed internet and all it took was a 5 min phone call to telus and things were up and running no problems.

When it comes to the free dell laptop if you sign a 3 yr contact, How can anyone say that is not a good deal you pay an extra $4 a month and get a $650 laptop. So in 3 yrs i will pay $144 for a decent laptop and i could back out at any time and pay $400 for a $650 laptop how can anyone in there right mind say that is not a good deal.

When it comes to the IPod deal why don't you go down to your local electronics store and price one out with similar capabilities but also keep in mind that over 2 yrs ago they first came out and they were a hot thing everyone wanted one, including yourself.
Yes Telus should not be telling people the laptops or Ipods are free, But come-on now people nothing is free read into it before you automatically jump into things. Thats like cell phones someone walks into a BELL MOBILITY store for example looking for a cell phone and they tell you a phone is free what would you think "WHATS THE KETCH" right, and again 3 yr contracts, and people sign up for those contracts all the time.

People need to just keep in mind that your not the only person the big companies have to deal with and have some patience with these companies, Every company now a days is short employee's that why they make help wanted sign's, If your gonna be mad at someone why not the guy or girl you see walking threw town begging for money next time they ask for money maybe mention telus is probably hiring. Plan ahead its not that hard, Keep in mind it might take a week or two if not you can always schedule it in with them a week in advance.

Thanks for the warning. I almost got into the same trap. Three weeks ago, I applied for the bundle which included telephone, high speed internet and the free laptop - all to be installed last Friday (one week ago today).

Customer service arbitrarily changed that date to 4 days later, without ever notifying me of the change, causing me to miss a filing deadline and incur penalties. I have called 7 times this week, and spoke to 7 different people, and they STILL can't get a modem sent to me and they have no way for me to pick one up.

One helpful customer service rep suggest I go to the library and use their internet -- problem is dipsy -- I don't have a phone book to look up where the nearest library might be, nor can I google the address because you haven't provided me with access to the internet.

I've explained to each of these reps that for relatively the same cost, your competitor could be here tomorrow and do the installation for me tomorrow. Each has promised that they will send the modem out Canada Post express tomorrow --- and here we are Friday and the modem has STILL not been shipped so they cannot provide me with a tracking number.

Finally, after trying for over an hour to talk to a Manager, they put me through to this Customer Loyalty group as well. He explained that the best he could do would be to provide me with interim dial up capability. Thanks but no thanks. I'm bailing before it ends up being three months without service. Not to mention free laptop!

Maybe that would have been the solution, at least I could have taken that to Starbucks and used their wireless!

Bad, Bad, Bad service.

I chose Telus' $20 for 200 minute plan in a 3 year contract (and a Motorola Razr2 PCS phone). I also agreed to try out some additional options like web access and text messaging knowing that each time "I used those options" there would be a charge but I wanted these options in case I needed to download updates from the web or if I wanted to send a text message. Unknown to me, simply by agreeing to have web access, Telus took it upon themselves to send my phone web update requests so each time I used my cell phone, it would check the web for updates and simply by agreeing to text messaging, Telus decided to send me daily informational text messages each of which cost me an additional $1.00. I was not a heavy cell phone user but I typically used my phone 3 or 4 times a month and I never sent a text message or checked the web myself but my monthly bills were close to $70.00 for this $20/200 plan. That is gouging the customer.

Every thing bad. Unfortionately I can't explane how but all i can say I never see in my life like this to sucks people without reason .Should have rights.

Telus doesn't cancel your contract unless you have abused the system in someway or have become abusive to their representatives. (Read the service terms, Telus can cancel your contract for various reasons)

If you were not told the reason for the cancellation, contact their client support to find out, especially if you had a great rate plan. Every company is in the business of making money so they won't ban a client off their network for no reason...

i am glad i finally found a place i can show my anger with that company. horrible terrible company with no "customer service" mind AT ALL! i have never dealt with such comapny in my entire life! it's 21C, not 1950s! why in the world you should exisit in the society, Telus. please TELL US, if you can, and please learn how to add value to the society from others.

i have had the exact same problem as you in almost every way, other then it was my first time getting internet and my girlfreind at the time wanted the free laptop that came with signing up. i've had the cust reps bounce my call between like 12 diferent reps and each one just ask for my info and sent me off agian to another one each one being as incompotant as the last until i final asked for a manager. the first time i asked for a manager i was hung up on and the second time i had the manager listen to my problems then tell me he was going to call me back the same day once he had figured out the porblem ony why my internet had yet to be set back up after the billing miss haps. i have never to this day got a call back from that manager. my bill was over 200$ that they had been sending to an email adress that i didnt know excisted. no idea how to enter it and no password for it. and then i was told that i would only have to pay a portion of the bill the get my internet back. and the told by the next rep that i would have to pay it all to get it back. all in all i work to a retail company that sells telus phone and internet packages and i will never for as long as i live sell a customer a telus package.

your a knob, you knew and understood what you where getting into, you said you had them once and that that suck so you changed. your a ### for wanting to save $400. im glad you got burnt you stupid hick

I chose Telus' $20 for 200 minute plan in a 3 year contract (and a Motorola Razr2 PCS phone). I also agreed to try out some additional options like web access and text messaging knowing that each time "I used those options" there would be a charge but I wanted these options in case I needed to download updates from the web or if I wanted to send a text message. Unknown to me, simply by agreeing to have web access, Telus took it upon themselves to send my phone web update requests so each time I used my cell phone, it would check the web for updates and simply by agreeing to text messaging, Telus decided to send me daily informational text messages each of which cost me an additional $1.00. I was not a heavy cell phone user but I typically used my phone 3 or 4 times a month and I never sent a text message or checked the web myself but my monthly bills were close to $70.00 for this $20/200 plan. That is gouging the customer.

LOL you mean you didn't care about paying your last bill with telus since you had gone to the other company so you ignored it until it went to collections. With these things everything is automated, here, people seem to take things so personally. They can't just send you to collections fast because it was your last bill. I hear what you're saying, I did the same thing but it took them a few months to put it through to collections, I've been with Bell awhile but I'm going back to telus next month because Bell is more expensive/crappy.

Where do I even begin with my four years of being a customer with Telus? Here's a short but sweet version.

I started out a small business as a 22 year old woman with almost no credit in the city of Calgary and had tough times getting started for the first year. During this time Telus really had me by the neck (in a contract, which by the way is telus's excuse to treat you badly - wait until you don't have a contract and see how the attitudes change!), so even thought the payments did make it through every month, at times I'd have to round up every last penny to give them sometimes a few dollars short to make up the month after, being that I was struggling, never did it get out of hand, but rest assured, my phone would get cut off for one day, month after month. One day I decided to speak on human terms with a manager at telus to what my concerns were, and how I could resolve this issue until I was more financial stable. He was kind and generous, and I was pleased when I got off the phone as he wanted to take it into account that my bills were high and thatas long as I were keeping up to date like i was, he would make a note to keep from cutting me off, and that as long as I made a payment in two weeks, that would be fine. Three days later? Guess what, my phone was once again cut off, the rep was rude would not let me speak to that particular manager, and told me that I would not be able to use the phone again until paid in full. I went to borrow money from friends that day as I had no choice.

The last three years I've had no problem paying my bills up to date, and haven't had much contact with telus except for their extremely kind gestures to get me, "a platinum customer" to sign another contract. I stayed with them for a year and switched to Bell, and when I almost forgot about all the miscommunication and rudeness from Telus, they shocked me again. When the final bill was due, Telus sent the invoice to my address and off to Collections at the same time. Not surprised by their behavior I mentioned my concern to an agent at CBV collections who said, "Yup, they are very well known for that, we all know here that they are a bad company that way, and you have made a good decision by going with Bell." Watch out telus customers, hopefully you will leave as I did - just pay your last bill in advance., because they won't give you any time to pay.

I had an account with Telus Mobility that was not satisfactory--the first phone was a lemon and the bills kept rising. However, in 2004 I signed a new contract with them because I didn't want to lose my phone number. I signed a contract for two years. After one year I left Canada and I paid for the remaining year of my contract. The agent then claimed I had signed a contract for three years and she threatened to send my account to a collection agency. I found the receipt and confirmed that the receipt said two years. The agent was able to locate the receipt in the Telus system. She confirmed that the receipt indicated a two-year of contract. Nevertheless, she said that ultimately the error was the vendor's but that I was liable. I refused to pay for the year. She accused me of not reading my contract (which at that time was in storage in Canada). I located the original contract and the contract is very clearly for two years. I have the original.

After unbelievable bills, poor reception and this kind of unrepentant billing error I strongly recommend against doing any business with this company.

By the way, I know it's just $4.35. That's not the whole purpose of my rant! You don't tell your customer that what's happened is their own fault, especially when they've told you specifically that they never signed up for the spam service! You take down their complaint, tell them you'll forward their concerns to the appropriate people and have them look into it. Ask them to call back. Even if nothing can be done, at least I would have felt that yeah, she really did care about helping me resolve my problems. All I got was, "you signed up for that service, the only way you could have gotten those messages was if you signed up for it." She wasn't willing to consider that there might have been something wrong. Thanks again for your customer disservice!

Totally agree. Telus Customer Service is horrible. I signed up back in Sept/2006. Two days after signing up, I started receiving unwanted spam from some caller named "Leo" the # associated with this Leo was 6245. That's it. I went to the Telus kiosk where I signed up and told them about the spam I was getting and asked if they could get it blocked.

I was told they couldn't. I let it slide for a little while since I wasn't getting charged for it. I was receiving the spam every single day. November, it got annoying enough that I called it in and was advised to reply to this Leo with the words "STOP". I complied. They told me I might have to do it more than once. I did it for 3 days and it still didn't stop. All he did was take down my complaint. I was charged .60 for text messaging in November. A small amount, but still not something I had incurred. I called in the SAME problem again and the CSR I spoke to was unable to help me once again. When I signed up, I received 2 months of free text messaging ... probably why I never got charged!

I received my December bill, and was charged $4.35. When I check my daily data usage, I can see that every single day for the month of December, I was charged 0.15 for every text msg I got from this person. I called in on January to see if I could get the charges reversed and to see what my options were about getting this stopped.

They said they'd try blocking all incoming emails. I asked if this didn't work what my other options were:

1) Get a new number at MY charge
2) File a harassment complaint at the police station
3) Stop receiving and sending any text messages altogether

I refused to consider #1, why should I pay for something that wasn't my fault? I told them if I had to, I'd go with option 3. Two days later, I haven't received any text msg, yet, from Leo. I called in to let them know it might have worked and asked if I could have the $4.35 removed. I was told NO. They don't reverse charges for premium services - that means "the client had to sign up for it in order to receive it". I kept telling her no, I did not sign up for the service. I don't know how he got my number. The only person who had my number when I started receiving the messages was my sister. She kept telling me that I had to have signed up for the stupid service, that I must have sent in a msg asking for the spam. I know #s are recycled and asked her if it was possible the person who used it might have subscribed to it? She said yes, but before the #s are reused, everything associated with it is removed. I guess there's no possibility that there's wrong with their foolproof system 'cause I must be imaging the spam I'm receiving!

My question to TELUS is this: If I had wanted the spam from Leo, why would I haved called to try and get it STOPPED months ago?! Gosh, they must think I'm stupid. I am never signing up with Telus again and will tell my friends to stay away!

Signed,

A Very Dissatisfied Customer.

This month (December 2006) is my last month with Telus on a 3-year cell phone contract. Aside from *generally* minor difficult customer and technical service issues throughout this contract, I have recently experienced two big issues with the company.

Summer (June?) 2006:
I have CONSISTENTLY been generating $70-80 monthly phone bills. Summer of 2006 I received an unusually high phone bill of over $175. Reviewing the list of calls attached to the month's bills, I realized I was being charged for phone calls made between 6&8 pm. Upon purchase of my phone and contract three years ago, I signed up for Extended Evenings (free evenings to begin at 6pm for an additional $5/month). Apparently, as told by customer service, this package addition was not listed in my account information, nor was there any proof that I had EVER had it. However I had bills to counteract that claim so I was reimbursed the charges. HOWEVER this still means that either Telus' system mysteriously erased that option from my account on its own, or someone else besides me received access to my account and removed the extended evenings.

December 2006:
I have just received another unusually high bill of $200. My statement claims that I used 830 daytime minutes (I have 350 daytime minutes free) and only 34 evening minutes for the whole month. I reviewed my call list and it does indeed list an excessive amount of daytime phone calls. HOWEVER, I work Mon-Fri during the day and have designated break times at work– one day, for example, showed two 25 & 30 minute phone calls as taking place during my work day and not during these break times. I advised Telus (both a CSR and a supervisor) that this was impossible, as I am never allowed to spend such excessive time on my phone during my work period. They checked with their technical team and advised me that this same call information was what their towers reflected. I acknowledged that it was my word against theirs but that I was absolutely sure that these phone calls were recorded improperly, that bills from the entire three years would show consistent time usage for daytime and evening periods. I told them of the previous billing problem I’d had in the summer and advised them that due to the instability of their service and unacceptable billing situations such as this, I would not be renewing my contract at the end of this month. The supervisor told me that there was nothing he WOULD do for me, UNLESS I agreed to sign onto another 3-year contract. I advised him that I would not be bribed into being a customer and he attempted to push the offer on me three more times, repeating the fact that he had the ability to reimburse me on some of the charges solely upon my contract renewal for another 3 years. I refused and let him know I would be leaving the company as a very unsatisfied customer. I am now left to pay this $200 bill filled with charges I know for a fact are not warranted but unfortunately cannot prove otherwise.

I will not be recommending Telus services to anyone, and I am weary of both their customer service and technical tactics. This is not the first time I have been misled/misinformed/had my account tampered with somehow.