Telus Customer Service Issues

I am experiencing frequent issues with my internet and TV services. I find myself resetting the internet several times a week, and the TV resets every night with the closed captioning turned on, requiring me to set up my favorites list again regularly. The internet speed is notably slow, averaging around 1-3 Mbps downloads. I subscribed to cable primarily for football season, but the DVR frequently hangs up or skips segments during recorded games. Despite being promised a fiber upgrade, it seems like the same old coax line has been in place for 15 years. I have tried to contact customer service multiple times, waiting on hold for over an hour each day for three days in a row. It's frustrating that I cannot even reach anyone to address these issues or consider canceling my service.

A Telus representative visited my house a year ago and offered me the new Fiber Optic Service Pick 6 plan. He said he needed my email to confirm it, which took over an hour of my time. He assured me that the email was only for setting up the changeover appointments. Despite this, I've been receiving unauthorized email ads from Telus. I've been paying way over $[redacted] for a year now without the service change. I've tried to follow up by speaking to a Telus representative at the Abbotsford car show in April, but the customer service has been disappointing. Wayne Carr

Good morning, I would like to disconnect the fiber optic line and have my previous hardwire service restored. In May, when I switched over to the fiber optic service, I initially requested Telus to raise the service lines due to them scraping on the garage shingles. The person I spoke to insisted on connecting the optic service, even though I only agreed to try it. I have found the service to be the same or even slower, and the installation was done against my request by having the service come through a main floor bedroom wall instead of the basement. Now, I want to move my office back downstairs and utilize the previously installed hardwired phone line. I have never surpassed the minimum data usage and have no need for the high-speed fiber service, which I find underwhelming. I am available anytime this week for the removal of the fiber connection and equipment, and for the restoration of my original hardwire internet service. Thank you. - Eugene L.

In August, I contacted customer service to return my cable boxes and keep only the internet service. After the incorrect shipment to the initial address, I provided the correct one a few weeks later. Despite some delay, I managed to return the equipment as requested. During the conversation in August, the representative agreed to a monthly rate of $64.25 for a two-year contract for internet service, mentioning potential billing discrepancies due to adjustments made. While October's bill appeared correct, my November bill reverted to the previous rate of $95.00, which is perplexing as it does not align with the agreed-upon terms of $64.25. The sudden discrepancy raises concerns about the fulfillment of the contract terms by Telus. I would appreciate a clear explanation of what transpired and why there was no prior communication regarding this billing issue.

Subject: Need Assistance with Telus Equipment Move I am relocating my television, and the current Telus equipment (modem & optic box) does not reach the new location effectively. I am requesting a technician to visit my residence and assist with relocating my Telus television and internet equipment. This may involve adding more cable wires, a wireless solution, or a combination of both. The technician who visited on May 29 at 5 pm was unprepared for the situation despite it being communicated during the booking. He was unable to complete the task due to a lack of necessary supplies and mentioned sending another technician, but there was no follow-up. This marks my second attempt to relocate the service. If this issue cannot be resolved, I may need to consider changing providers. Thank you, H. Lockhart

I recently moved from my home in Gabriola, BC on October 31st. I had arranged with Telus to cancel my home services, which included the landline telephone and the security fire and break-in alarm. I was assured that this cancellation request would be processed accordingly. However, I noticed that in December, I was still billed for the services, with a charge of $38.87 deducted from my bank account on December 1st, [redacted]. Currently, I do not have an active home account with Telus as I am in the process of looking for a new residence. I kindly request a refund of the amount charged and for the home services account to be closed on your end. My previous home address was [redacted] Daniel Way in Gabriola, and my old landline number was [redacted]. Thank you. - Paul C.

In December [redacted], I visited the Telus outlet at Oakridge Centre to renew my cell phone contract for 12 months at $[redacted]. Since I rarely use my phone, this option was suggested by the sales assistant. On December 5th this year, when I attempted to renew my contract at Oakridge, I found the Telus office closed. My objective is straightforward: I am looking to extend my contract for another year. Could you please provide guidance on how I can proceed with this renewal? My cell phone number is [redacted].

Subject: Important Update Regarding Your TELUS Home Services Account Hello, We have attempted to reach you regarding the outstanding balance of $92.73 on your TELUS home services account, which may include refundable equipment charges. If payment is not received within 7 days, your account may be escalated to a collection agency, potentially impacting your credit score. If you require assistance or would like to discuss payment options, please contact us promptly. Additionally, have you received the postage-paid parcel to return the TELUS equipment? Instructions for returning the equipment can be found on our website. Failure to return the equipment may result in additional charges. If you have made a payment or payment arrangements recently, please disregard this message. Thank you for your attention to this matter. Sincerely, TELUS Team

On June 29th, I noticed that Telus had placed flags on my property. Could this possibly be for Canada Day decorations? I glimpsed a Telus vehicle leaving before I could approach. I am perplexed as to why no one has approached me to provide an explanation regarding the installation of the fiber optic system. In May [redacted], a Telus representative visited and requested access to my property. Despite my inquiries, she could only reply, "I don't know." It's disconcerting that Telus plans to drill holes without offering clarity or sending a representative to discuss the details. Do I not have the right to a clear explanation of the situation? I am available at home today and would appreciate if a representative could visit to clarify the drilling locations, or alternatively, email me the scheduled visit time so I can be present. Thank you, Glenn.

I signed up with Tellus Public Mobile in April [redacted] and was initially satisfied. However, by March [redacted], my service deteriorated significantly. I can no longer make or receive calls on this account, and accessing voicemails at home is impossible. To compensate, I rely on Wi-Fi, Facebook Messenger, or Whatsapp. I recently switched to Bell due to their better service in my area after canceling one of my Tellus accounts. I would consider staying if the service improves, perhaps with a price reduction, as I still receive signal when away from home, just not at my residence.

I am an employee at Telus International, and I received my previous week's payment through Work Market to my PayPal account. However, due to a PayPal issue, the payment was not credited and was sent back to Telus. I have raised a complaint with PayPal, and they have created a case and informed Telus about the problem via email. Unfortunately, no action has been taken to resolve this issue. I would appreciate assistance in resolving this matter promptly.

I've experienced an issue with my email. Earlier today, around noon, I noticed a message prompting me to integrate Gmail with Google Chat and Google Meet, which I do not want. Seeking help from Geek Squad, they added my telus.net account to Windows Mail following the setup instructions on your website. Despite no errors, my email is failing to send or receive messages, which is problematic. I believe all settings are correct, but I require assistance to resolve this issue and restore functionality to my email.

I recently received two new PVRs with 4K capability from Telus, although I had mentioned I had three old PVRs. I'm uncertain about getting the third one sent now as I might not receive it before leaving town. I plan to return the two old PVRs to Telus to avoid being charged. Kindly ensure that the records reflect that only two PVRs were received for F. Schipizky at [redacted] West 20th Avenue in Vancouver, BC V6S1E7.

I reached out to my agent at myagent@telus over a week ago, but I have yet to receive a response. My concern stems from placing a vacation hold on my account in November prior to my billing cycle. Despite being assured by customer service that I would only be charged $15 per month while away, I received a bill for the full $[redacted]. Following their instructions, I paid the amount, anticipating a credit on the subsequent bill. Nevertheless, the December bill also reflected the full charge without any adjustments. If this matter is not resolved promptly, I will be compelled to terminate my account. I seek prompt resolution to avoid such action. Thank you. - Helene C., Acct #[redacted]

My account was put on vacation disconnect from around November 24 to March 15. I was informed there would be a $15 charge. Before leaving, I received a bill for $[redacted].85. I called to confirm the vacation disconnect status and paid the full amount, expecting it to cover my absence. Instead of showing a credit, I received another bill for $[redacted].85. This is incorrect. What is the issue with Telus? This has occurred before, and I should not have to deal with this during my vacation! I am not satisfied with this service. Please rectify this promptly, or I will consider leaving as a customer.

Telus owes me $27.50 from a closed account. I requested they transfer it to my other account, but they double-paid me. They keep sending bills for the old account number [redacted], which I can't access online. I'm being charged late fees due to their error. Telus, please resolve this by transferring the amount to my current account. This should be a simple fix.

Subject: Telus PureFibre Network connection issue Dear Telus Customer Service, I have been a loyal Telus customer for a long time and recently received notifications regarding the PureFibre installation at my residence. Approximately a month ago, a Telus engineer visited my home and mentioned the need to drill a hole in my wall for the installation. I expressed my concerns about wall damage and unfortunately, the engineer left without completing the PureFibre setup. I want to reiterate that I am not comfortable with drilling holes in my wall for the installation. I kindly request if there is an alternative method available that does not involve damaging my wall. Best regards, William H. Burnaby, BC

On the night of Saturday, April 9 to Sunday, April 10, I faced issues with my email where I could only receive and not send emails. After spending 1 1/2 hours with tech support on Monday, April 11, they changed my password, reset my PIN, and discovered that my email address had a missing "l." Following this, I had to reset my password in Thunderbird but encountered the same problem when trying to send emails again, leading to a continuous loop with Google Account sign-in. This had happened before and it was resolved by a patient female technician who re-entered information on Thunderbird, mentioning it was due to an old Telus server. I am looking for assistance from an English-speaking and knowledgeable contact to address this email sending issue promptly as I urgently need to establish this connection. Please respond via email soon. Best, D.R.

Hello Customer Service, I am reaching out regarding my account under the name of James Kabue with the account number [redacted]68. I have received the most recent bill for the month of April. The total amount due, if settled by May 2, [redacted], is $21.58. I kindly request clarification on the invoice as I have closed the account and returned all Telus equipment. I received an email confirming the removal of James Kabue from the Optik TV services at my previous address in Sherwood Park, AB. Please verify this change as I am currently in Africa dealing with family matters. Thank you, J.K.

I paid my bill on time but was still cut off and then charged for reconnection. I have repeatedly asked to speak to a manager, but keep getting the same lady, while this supervisor appears to be avoiding me. At this point, there is no need for a response. I am incredibly disappointed and will not be dealing with a company as unprofessional as yours. I have documented and shared this morning's conversation on multiple websites, as others have pointed out the arbitrary increase from $35 to $50 while I was still under contract. It seems like you are in breach of contract and engaging in dishonest practices. Please refrain from sending any bills via messenger or email until this matter is resolved. Telus will not receive another cent from me until this issue is fixed. I have taken screenshots and will share the transcribed conversation online to show how difficult it is to deal with Telus. I have already reached out to other cell phone companies who are willing to assist me once I am ready to change services.