Telus Customer Service Issues

The following are issues that customers reported to GetHuman about Telus customer service, archive #2. It includes a selection of 20 issues reported from June 28, 2022 until November 10, 2023. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions.

I'm a TELUS customer currently in India, originally from Canada. I'm studying at UBC Okanagan and have been with TELUS since September [redacted]. I'm seeking information on accessing my TELUS number while abroad and inquiring about international messaging plans. I attempted to top up my balance to 20 CAD via the MyTelus app on June 27th around 11 am PST, but my balance still shows 10 CAD despite a successful payment confirmation. My TELUS number is +1-[redacted], my Indian number is +91-[redacted], and my email is [redacted] Your assistance in resolving these matters promptly would be greatly appreciated as I require my TELUS number for important banking activities.

Hello, I am Joel Ramos, and my Telus account number is [redacted]. I relocated to my current address at [redacted]-60 Sagehill Road NW on July 25, [redacted]. Telus services, including internet, home phone, and Optik TV, were set up by a technician on that date. I entered a 2-year contract for these services at the Telus store in Cross Iron Mills mall, facilitated by a now-departed agent named Kenny Guan. The agreed monthly fee was approximately $[redacted] for the trio. My bills from June to September are as follows: June: $8.03, July: $[redacted].02, August: $[redacted].73, September: $[redacted].73, all of which have been paid. I anticipate the October bill. Despite being told by Kenny Guan that my bill would be $[redacted] from August onwards, I paid $[redacted].73 and $[redacted].76, respectively. I attempted to contact Kenny prior to his departure and the Telus helpline without success. I trust Telus to honor the $[redacted] monthly rate as agreed. I request clarification regarding my current charges, which exceed the promised amount. Your swift reply would be greatly valued. Thank you, Joel Ramos.

I received an email with an invoice for internet charges from Axia, which I used for years before switching to Telus. On October 15, Telus installed the service, but I faced many issues. Despite agreeing to the switch, my contract allowed for cancellation within 15 days without a fee. I contacted Telus via phone, requesting equipment removal and account cancellation. Telus confirmed my service cancellation on October 28. I dispute the invoice from Telus and will not make any payments. Kindly verify the cancellation of the invoice.

I only received one of my iPhone 13 devices and did not get the free iPods as advertised for Cyber Monday. Each time I have called, the wait times have exceeded 50 minutes. It has been two weeks since Cyber Monday, and when I complained to the last agent about not receiving the phone, he did not provide any details other than it being shipped from different locations. He also mentioned a different 30-day return policy than the agent I purchased the phones from. Telus has been unclear and has not given me any updates. When I asked to speak to a supervisor, I was placed on hold. After finally speaking to an agent, it was a big disappointment with no service, and the wait time today on December 10 was, once again, over 50 minutes. Telus has not even responded. I have tried calling over 15 times, and it's always a joke with the wait times. The policy should allow customers to go to any Telus store or dealer. Telus is not providing adequate customer service. I may reach out to the CRTC for assistance.

I just moved into a new apartment and had Telus install home phone and internet services. The internet is working well, but we are facing an issue with the home phone. Outgoing calls are fine, but incoming calls do not ring in our apartment. We discovered call blocking and voicemail features, which we have never used before. This problem only started after the installation, as we simply moved the phones. We need assistance to resolve this issue and ensure we can receive calls properly. Thank you for your help.

I apologize for the delay in addressing my business account. I have recently recovered from Covid-19 and its lingering effects, causing me to overlook my company responsibilities temporarily. I am now in a better position to manage my business affairs, including settling the small business bill. I am eager to collaborate with Talus and explore opportunities for my company's future development, particularly in the realm of business and mobility services. I would appreciate it if someone could reach out to me to discuss potential ideas or promotions to enhance my business prospects. Best regards, D.T. Pro Performance Racing Consultants Inc. [redacted] Belmont Avenue Winnipeg, Manitoba R2V 0Y2 [redacted]-[redacted]-[redacted] [redacted]

I am in the process of applying for the Internet for Good program. I must submit documentation to verify my eligibility as a person with a disability. However, I am facing difficulty in sending my application without first downloading it. Despite following the instructions provided, I have been unsuccessful in resolving this issue over the past two weeks. As a Telus customer on a fixed income, I am unable to afford the service and require assistance urgently. Kindly contact me at [redacted] to address this matter. I am still unable to complete the application for the Internet for Good program. Thank you.

A couple of weeks ago, my phone number, [redacted], was disconnected due to a missed payment. After contacting Telus and settling the bill, they reconnected the service. Unfortunately, the phone is still not working properly despite the reconnection attempts. Following advice from a Telus representative to unplug and replug the hub, I have done so three times without success. I am seeking assistance to resolve this ongoing issue promptly; otherwise, I may have to consider canceling the service.

I am baffled and upset by the drastic rise in my internet bill, which has surged from $98.00 to over $[redacted].00 monthly. I am a loyal Telus customer and even convinced my husband to switch his cell phone to Telus. Customers like us, whom you aim to keep, should receive more reasonable offers. Given our current unemployment and tight budget, a more affordable solution would be greatly valued. We prefer to continue with Telus, but the recent increase feels unfair.

I've been facing interruptions with my Wi-Fi connection since the upgrade. I have a modem in the kitchen and my laptop and desktop are about 25 feet away in another area. The desktop in the kitchen, which is wired, also had issues post-upgrade. I've been in touch with Telus representatives, but they haven't been able to resolve the problem. When the system was wired previously, there were no issues. Do you think the CISCO wireless system could be causing the problem? Is it possible to get a repairman to check the system?

I was a past customer of Telus and I have recently switched to Shaw. However, I now wish to return to Telus as my building is wired for their services. I need a new mobile and landline phone, and I am interested in visiting the Telus kiosk at Park Royal mall. Instead of going to the kiosk, I would prefer if Telus could send a staff member with all the necessary equipment to check the lines in my unit and replace the old equipment. I believe Telus can locate my customer number by my name. I am considering changing from Shaw and Virgin to Telus for all my services, and I appreciate the convenience of having a staff member assist with the setup.

I recently received a Telus Internet Digital Box for my Roku TV that was delivered today, Wednesday, July 12. I have been trying to set it up, but it is only allowing me to use the Roku TV control and not connecting to the Telus control. The digital box shows a solid white light, but I am unable to control it. My TV is about three years old, and I am unsure of what steps to take next. I may need to request a technician if I am unable to resolve this issue. Thank you for your assistance. - E.N.

On August 19, [redacted], we tried to switch our services from Bell to Telus. Unfortunately, we faced several challenges: 1) There were no instructions provided for setting up the modem, router, and TV set-top box. It was unclear that this information was available online. 2) Customer service was inaccessible as we only reached an answering machine and never received any call backs. 3) The on-screen navigation was very difficult to use. 4) Unacceptable wait times on the phone. 5) Constantly transferred between different agents. 6) The channels we requested were missing, even though they were supposed to be part of a package similar to Bell's better package. 7) Internet and Wi-Fi went down this morning, but couldn't reach any support staff. 8) My home phone is still not functional. 9) Door camera malfunctioned. 10) We want to cancel the subscription without any charges due to the lost trust in the service. 11) Spent 1.5 hours waiting on the line to speak with an agent.

I have encountered problems in the past, and now we are facing issues again. Currently, I have a security unit on-site due to ongoing problems similar to those experienced 12 years ago. I returned units to Telus previously, but they claimed not to have received them and sent the matter to collections for payment of the equipment that was already returned. I am planning to return the security unit and switch suppliers once the bill is settled. Wishing you a great day! Cheers, James H. Roth. Code: [redacted].

On Tuesday, September 12, I spoke with the manager, Scott, from AL Canada. I am currently facing an issue of being overcharged as I signed a 2-year contract, but only received adjustments for 6 months. This discrepancy has caused a significant amount of confusion and frustration. I did not agree to any 6-month adjustments, as the agent convinced me to sign a new 2-year contract. Now, Telus is demanding hundreds of dollars for alleged "late payments" and is threatening to disconnect my services by September 17. I am questioning why I am being held responsible for payments totaling $[redacted].86, $[redacted].82, and $[redacted].62 for late fees when I signed a 2-year agreement, not a 6-month adjustment. I am seeking assistance in reaching manager Scott from AL, Canada to address this issue. It is unreasonable for me to bear the financial burden of the agent's mistake or possible fraud.

I have been receiving emails regarding charges from Telus. Despite my attempts to contact them several times, I was unsuccessful. Today, I received a warning email from a credit service stating that I owe around $70 to Telus. When I spoke with Telus today, they mentioned that the account number in question is for home internet, which I never signed up for. I only had a Koodo SIM card that I used for about a month and canceled through customer service. They confirmed there were no charges on my number, and it was successfully disconnected. Please address this issue promptly as it may negatively impact my credit score due to unauthorized charges. Thank you.

My landline has been down for more than a week now. We rely on it for safety reasons as our cell phones have poor reception at our house, especially when my husband is away for work and I am alone. We noticed the issue and reported it immediately last week. A tree knocked down the power line last weekend, and we suspect it may have affected the phone line. I can be reached via text on [redacted].

Please send a technician to apartment 11 on [redacted]-51Ave to install a satellite dish outside. We used to have a larger remote that was easier to use than the current small one. Programming shows is becoming a hassle and we would like to enjoy watching TV without issues. If this cannot be resolved, we may consider cancelling our service. Some people have satellite dishes by their windows, but we do not, so we need assistance. Additionally, I have not received a bill since installation, and I prefer bills to be sent to Rita Auger at Box #[redacted] High Prairie Alberta T0G1E0 instead of emailing them. Thank you.

I recently switched to Telus, and a new box was installed outside my home, adding to an existing Shaw box and a previous Telus box left by the previous owner. This setup has made the exterior of my home look unattractive. Despite my request for the removal of the old boxes, I have not received any response or assistance from Telus. I refuse to proceed with the internal installation and withhold payment until this visual issue is resolved. Unfortunately, I have been unable to reach a Telus representative to address this matter. I can provide a photo to show the unappealing arrangement of equipment at my home entrance.

On November 1, I transferred all my accounts to Telus. As an elderly Canadian recovering from surgery, I require assistance setting up email on my iPhone. Despite daily efforts from agents, my old Shaw email address remains a barrier. Urgent help is needed as I have already prepaid for extra security for a year. Being a retired educator, I heavily rely on email for consulting, especially this month due to communication with universities and colleges using my authored textbook. I must urgently get in touch with them and others. We have been loyal Telus customers since [redacted] when you were known as Alberta Government Telephones. Your support is greatly appreciated.