Telus Customer Service

Phone Number & Contact Information

866-558-2273
Toll-free·Calls Customer Service·Most popular Telus number
Q:How do I get a live human at Telus?
A:Press 1, then 0#, 0#, then 3
Q:Does Telus offer 24 hour customer service?
A:Not at this number; hours here are Mon-Fri 8am-10pm, Sat-Sun 9am-8pm EST. The least busy day is Sunday, and the most busy day is Monday. Details
Q:How long will I have to wait on hold?
A:The average hold time is 3 minutes and 45 seconds. The longest hold times are on Friday, and the shortest are on Saturday.

More Telus Customer Phone Numbers

888-811-2323 - Home Phone, Internet, TV
Toll-free · Calling this Telus number should go right to a real human being ·

How do I get through the phone menu to a real live person?

GetHuman researchers routinely call this Telus phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Press 1, then 0#, 0#, then 3
Below are some clips we've found from Telus's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
Heard when the phone system first answers
"Welcome to TELUS. Calls made to and from TELUS may be recorded for quality assurance and training purposes. To create TELUS offers for you and to serve you better, For service in English, press one. For Francais,"
Excerpt from a call with Telus
Tuesday, January 2, 2024 7:39 PM
They may need the phone number on your account
"Welcome to TELUS.
Calls made to and from TELUS may be recorded for quality assurance and training per To create TELUS offers for you and to serve you better, For service in English, press one.
To help me get you to the right place, please tell me your ten digit phone number."
Excerpt from a call with Telus
Thursday, February 8, 2024 2:27 AM
They may ask your reason for calling (instead of a menu)
"If you are an existing customer, and don't know your number, say, I don't know my number. Or if
I see a corporate mobility account related to the number you provided.
Is this what you're calling about?"
Excerpt from a call with Telus
Wednesday, March 6, 2024 7:17 PM
They may ask you to enter information with the dial pad
"Sure. I'm happy to get you to a team member.
Your current wait time is about fifteen minutes.
To help save time with your team member, please enter your four to six digit account PIN."
Excerpt from a call with Telus
Wednesday, March 27, 2024 11:20 PM
They may ask you to say or enter information
"If you are an existing customer, and don't know your number, say, I don't know my number. Or if you would like to no problem. Which of these services are you calling about? Mobility, TV, Internet, security, or landline phone?
Are you calling about a personal or business account?
If you have an account number, please tell me now. Otherwise, you can say, I don't know."
Excerpt from a call with Telus
Saturday, February 24, 2024 8:26 PM

What are the hours and when should I call?

Telus operates the call center for this 866-558-2273 phone number Mon-Fri 8am-10pm, Sat-Sun 9am-8pm ET. The short answer is that you should call on a Saturday. This observation and the following section are based on analysis of a sample set of 4,438 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Telus phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Telus staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call Telus is Sunday. The most busy day to call is Monday, which averages 191% more phone calls by comparison. Again, this is based on a sample of 4,438 calls made with our AI-powered, web-based phone in the last 90 days.
Sun
Quietest
Mon
Busiest
Tue
Wed
Thu
Fri
Sat
The shortest wait on hold
We measured the shortest hold times to be on Saturday. The longest wait in the queue on average occurs on Friday, which is 317% longer than the minimum. As you can see, there is more fluctuation in hold time over the course of the week than there is in call volume.
Sun
Mon
Tue
Wed
Thu
Fri
Longest
Sat
Shortest
The best time to call
In summation, the best day to call Telus is Saturday. It isn't the least busy day, but the fact that hold times are shortest combined with it being on the busy side tells us that Telus staffs up on Saturday to handle the higher call volume, and that makes it the best time to call.

Why call this Telus number?

Below is a sample of recent calls to Telus, and their purpose. Are any of these similar to the reason you are trying to call?
Issues with surveillance service: "My doorbell camera is not working and my motion sensor is not working."
- From a call lasting 32m 53s , Apr 8, 2024 10:39 PM
Inquiring about internet rates: "I pay a hundred and twenty four dollars a month and I think the speed is around two hundred fifty megabits per second. "
- From a call lasting 28m 30s , Apr 8, 2024 9:45 PM
Inquiring about internet rates: "I'd like to talk to a service rep about rates for internet."
- From a call lasting 4m 35s , Apr 8, 2024 9:40 PM
Issues with smart security system: "I need someone to come out physically and take a look at it and reset it because I need it for my safety and my kids and stuff."
- From a call lasting 27m 39s , Apr 8, 2024 6:46 PM
Callback request: "May I please talk to a customer service representative?"
- From a call lasting 3m 44s , Apr 6, 2024 7:46 PM
Internet connection issue: "I'm curious why my Internet doesn't work."
- From a call lasting 15m 42s , Apr 5, 2024 10:34 PM
Setting up cable boxes: "I'm just trying to set up one of my boxes in my room, and the box just says we're sorry."
- From a call lasting 13m 49s , Apr 5, 2024 1:13 AM
Issues with home surveillance: "I need someone to come out because I need it to be working with my kids and stuff."
- From a call lasting 17m 13s , Apr 4, 2024 10:40 PM
Issues with surveillance system: "I need someone to come out and go over everything because I'm just paying for a service."
- From a call lasting 51m 2s , Apr 4, 2024 9:44 PM
Inquiring about cell phones: "I was just wondering if you'd be able to help me get two cell phones."
- From a call lasting 8m 30s , Apr 4, 2024 2:10 PM

The Editor's Notes on Calling Telus

Apr 8, 2024

Telus is a major telecommunications company in Canada, providing phone, Internet, cable and other services to its subscribers. As one of the largest businesses of its type in Canada, it isn't surprising that it gets lots of requests for customer service each and every day.

Why Do People Call Telus Customer Support?

Consumers call for a range of reasons, including:

  • Setting up new service
  • Changing or canceling service
  • Relocating service to a new home or business location
  • Technical support and troubleshooting
  • Billing issues
  • Reporting identity theft or hacking
  • Scheduling technician visits
  • Authorizing the return of equipment

Best Practices for Calling Telus Customer Service

There are several things that you can do to help ensure that your call to Telus customer service is handled quickly and professionally:

Make sure you are calling the correct number. Like many companies, Telus has multiple divisions and operates in many different areas. You will need to call the right number for your area and your service type.

Call during business hours. Business hours vary by department and location.

Have all relevant documentation on hand. This might include order confirmations, billing statements, screen shots, serial numbers for equipment and any previous correspondence between you and Telus regarding your matter.

If you are calling for technical support, be in the same room as your device so that you can troubleshoot along with the customer service representative.

Have something with which you can take notes. Call notes can be very handy if you have to escalate your case.

How do Consumers Feel About Calling Telus Customer Service?

A search has not revealed a long pattern of complaints about customer service from Telus. This suggests that overall customers are generally satisfied with service received.

What Kind of Issues can Telus Customer Service Representative Resolve?

Customer service agents can resolve most issues, including setting up, changing, and canceling accounts, arranging for service relocation, scheduling technician visits, sending out new and upgraded equipment, troubleshooting, technical support and explaining service features and benefits.

What Can't Be Resolved With a Call to Telus Customer Service?

Some issues will require a technician visit: While the representative can certainly help with troubleshooting, in some cases physical repairs are needed to cables and lines. If equipment needs to be replaced or updated, you will have to work with Telus to secure a replacement.

If your Telus service is incompatible with your devices or other electronics, an agent may be able to suggest a workaround, but ultimately you are responsible for ensuring compatibility. You may need to work with the manufacturer of your device or purchase a new device entirely.

What Should You Do If You Have an Unsuccessful Call with Telus?

If you get off the phone with Telus and feel as though your questions were not answered or your issues were not addressed properly, don't give up. You may still have options for getting a resolution.

First, review the notes you took during your call. If you didn't take notes, jot down what you remember. You may find areas in which you and the representative miscommunicated or there was clearly a misunderstanding.

Next, call Telus back. Explain, politely, that this is your second call and describe what went wrong with the first. If possible, explain the resolution you would prefer. This gives you and the agent a common goal to work towards. Yous should also keep in mind that agents are individuals: This new agent may have more experience or training and be in a better position to understand your concerns.

If working with Telus over the phone doesn't work, look into other options. You can contact Telus via live chat, which provides you with a transcript of your interaction. You can also reach out over Twitter, which has its own support team.

Other options include visiting the online community forum: More experienced users of Telus products and services may be able to offer good advice for resolving your issue. Finally, a visit to a Telus retailer provides face-to-face help which may well get your issue resolved quickly and with minimal fuss.

Telus also has a separate channel for unresolved cases. This Management Escalation Team program exists to address issues that have not been resolved when users have gone through standard channels. While this may be a slow process, it is one way to help ensure that you have done everything you can to resolve your issue with Telus.

Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.

More Ways to Contact Telus Customer Service

There are of course other ways to contact Telus customer service besides the phone. Below we list the best ones, by medium.
Live Chat
www.telus.com/chat - Customer Service
Online customer service chat
If phone-based customer service is not available, or the wait times are long, many people prefer chat as a next-best option. Some even prefer it to calling on the phone. Luckily, Telus provides this option.
Telus's website
As a last, sometimes only, resort- Telus customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.

Conclusion and closing notes

This is Telus's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Telus agent. This phone number is Telus's best phone number because 9,438 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 866-558-2273 include Setup service, Service problem, Cancel service, Change plan, Overcharge/Strange charge and other customer service issues. Rather than trying to call Telus first, consider describing your issue first; from that we may be able to recommend an optimal way to contact them via phone or chat or web. In total, Telus has 2 phone numbers. It's not always clear what is the best way to talk to Telus representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for Telus. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Telus. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

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