TELUS Reviews 590

A random Telus check "discovered" a problem with our Internet (tho' didn't mention concurrent problems with phone or cable, all for years).
Text asked to set appoin COURSEment to discuss problem. I feared to say NO because cable crew to replace cable & afraid crazily inefficient Telus would cancel my cable replacement.
So, agreed to stay home for 3-hour period for the call.
OF Course, NO CALL nor message later.
The term "customer service" is an oxymoron for these morons!

If I could give only half a point I would because the salesman lied to our face about all the fees though we asked up and down about all the possible fees and they make little allowances for making payment plans and do not hold to them as they cut you off early and ding you with MORE fees due to them cutting services off BEFORE the cutoff date so I will never recommend this company to anyone or ever associate with them again, they’re a shitty company. Forgot in my review that they also seem to use a lot Automated with very little effort to have a person to help and out of all hold music theirs is atrocious and MUCH louder yet crackly than the person once they finally not really help once they pick up the phone to “help” the customer

Very bad experience very bad customer service they keep me waiting 3 hour and talk to 3 different agents and they didn’t know how to deal with very simple things big company like telus sould hire experienced people to answer their phone very bad customer service

I wasn't allowed to choose zero star, otherwise I would.

Tried to load some money to a prepaid phone my mother uses, by dialing #123 on her phone. Bought the voucher, put in the 12 digit voucher code, then I was asked for a 4 or 6 digit pin I don't remember ever setting up, I set up her phone.

Bad enough that I had to speak to an agent to do something this simple, then the agent wants to speak to the account owner in order to put money into this account from a prepaid voucher, which is my mother.

Telus would not have survived as a business anywhere else in the world, terrible infrastructure, outrageously bad service, ridiculously overpriced, nothing is ever reliable in their system, yet somehow they still have a murder inspiring amount of bureaucracy in their corporate culture.

Unfortunately I am on a Telus plan as well, half of the time logging in on myTelus website needs to go through resetting password, once in a blue moon a password that is just reset 30 seconds ago still would not work. Not to mention terrible signal strength, losing Internet in the middle of the city.

I know as Canadians we don't have much choices, Rogers is just as terrible, but let's at least make one of them go under first, as a company Telus does not deserve to live.

only reason they getting 1 star is you can not leave 0

I have been long time customer of Telus for 40 years.
was good for years, but in past years, gone down hill.

staff are flat out worst customer service providers, more then any business I have dealt with in 40 years.

Poorly trained staff, that do not even know products they are providing.

forcing people off the copper lines, only to increase their monthly bill extra $25 extra month.

I have tried 2 weeks to try get my services moved over to Rogers/Shaw and still cant get it done. over 20 hours on hold.

Managers are just as incompetent as basic staff.
not single manager has followed through.

Then my line was disconnected, without my consent or ordering. as Rogers already had the order for change over of services. but now that Telus disconnected my phone number, told. must be active line, we now cant move number over.

Beware potential Telus customers, do not switch, or use Telus

I had to sign a 5 year contract and if I opt out, I have to pay the remaining months. How is it that they dont have to follow the agreed on terms? They have increased my monthly payments over $10 over the past 3 years. The whole purpose of a contract is to force both sides to follow the agreed on terms? Why does 1 side of the bargaining unit get to change things in the contract, but the other side can't? MONEY GRABBERS is all they are. Take your money and forget about you.

When I agreed to a 5 year term 2 years ago for home security services I was led to believe my monthly payment would be $27 for the term. Two years later my payment is now over $39 a month. To make things worse when we have a security event such as a door or window opened, all we get is an email a few hours later. I suppose if it were an actual break-in I could show the thief the email, I'm sure that would scare him off!! Terrible service, I miss ADT.

Dealing with the Telus webstore has been completely awful. Worst experience of my life and after 20 years of being a Telus customer I will be looking elsewhere for my mobile, home and internet services in the near future. I have a saved voicemail of an agent saying his name was Martin and then at the end he said Maxim. This company made me feel uncomfortable and the need to answers questions such as 'what phone did you purchase' what is your plan' what is your payment total' is unacceptable. You have no right to hold a phone that a person has paid for if they don't want to answer questions that are personal. Confirmation of address, date of birth and yes or no questions should be sufficient. Your process needs to be changed. Online, the experience I encountered is listed as a scam, they didn’t seem to care. I will never be purchasing anything from Telus web again and I suggest you avoid them at all costs as well

Finishing university, contacted Telus to cancel my internet service in Kamloops. Not possible to do it online!! Called - AI said someone would call me back. They did call back 30 min later. I have now been on hold for 15 minutes waiting for the warm body in the call center to "explain" to Telus that I want to cancel my service and not transfer it to another province!! Then comes the "early termination fee"! They tell me someone made a change to my service agreement 3 days ago and I am now locked into a 12-month services agreement. Totally corrupt. I will not be paying any fees. Beware of Telus!

Been using Telus business connect. When you want any information about how to use the features 1) the "send a support request" just comes up with error messages (tried several time over several months) 2) trying to talk to anyone takes 20 min wait minimum and then my call sent to the Phillipines? then was dropped TWICE, then they transferred me to a guy who said he couldn't help and transferred me back to someone else and i was on hold forever. still not fixed. THE

I required a new sim card for my phone. When I brought my pnone in previously to the same location there was no mention of a charge and that you had to have the my Telus app in ordre to get a new one. As well as there was no mention of a $21.00 chasrge for a new card. There is also no sign to say they only accept credit and debit. They will not accept any cash which is illegal. As cash is a legal tender. The location is in the Millwoods Towne Center Mall

Bad company don’t go for that. They think they are the gods which you have to obey through horrible costs. I had them for two years and then suddenly I pay double no friendly offer pure ignorance even the cancellation process is spiked with warnings and fines. I bet they put a hefty fine if I leave.

I cancelled my plan 2 months ago. I had overpaid by $230. I assumed I’d be refunded. A month goes by and nothing. I called and was told I’ll get it refunded by the second billing cycle after cancellation. No problem I said. He added a second layer by requesting a refund. Another month goes by and nothing. I called back and was told my refund was only activated when I made the initial call. And if I don’t request a refund, I wouldn’t be refunded. So now that they know, it will take an additional 4-6 weeks…

The WORST company I have ever dealt with. I can't access my invoice to make a payment, so they charge me interest. I repeatedly call, with long wait times, then they put me on hold, and I'm hung up on. They say they will mail my bill, never shows up. Sadly, with ADT sold and Telus purchased the security company, it has been nothing but problems. Now, I have them calling and emailing me to update my system. NEVER will sign a long-term deal with these incompetent idiots. Looking for a replacement! RUN from this company.

As a loyal TELUS customer for almost 20 years, I’m extremely disappointed with my recent experience. I currently have three phone lines, a home security system, and streaming services with you. Despite this long relationship, I continue to encounter unexpected charges whenever there are plan changes.

This has been an ongoing frustration, and unfortunately it has reached a point where my trust in the billing process is gone. Once the contracts on my last primary line and my home security system are complete, I will be switching providers.

Loyal customers should not have to repeatedly deal with surprise charges when making plan adjustments. I hope this feedback is taken seriously.

Still waiting 45 minutes just to get help and been transferred to different departments 7 times. No one knows what they are doing. Do not go with them for fire monitoring

I hate anything technical so when I switched to Telus from Rogers I got assistance from Diontae at the oshawa store.
If anyone from Telus actually reads these reviews then please note the customer service I received from him was exceptional. I didn't have my glasses on hand so he literally did everything for me. Promote this man because he is capable of so much more.
Thank you Diontae for making my purchase so seamless.

Telus wanted to upgrade me to Fiber Optic, I said sure. They sent a tech over, and he said there was "something" missing, and he couldn't do it.

You'd think he'd follow up with telus. You would be mistaken. So Telus calls me again and says they want to upgrade me. I tell them above the previous guy. They say, oh, you're set up now.

They send another tech. Same issue. But now, Telus cuts off my copper, and I have no Fiber Optic. So no internet AT ALL. Did I mention I work from home? they said they could send a tech in 2 weeks. Um, no. I spent HOURS trying to get them to just cancel my service as I used my cell as a hotspot to work!!

Finally, they cancelled my service, and then, I got a bill, which I refused to pay because I'd been told REPEATEDLY by multiple managers that all charges were not cancelled (since it all started with THEIR incompetent people anyway)....

Then, I get a call from a COLLECTIONS agency!! another hour wasted. And just today, 5 months after I cancelled my service, I get a bill for a modem I apparently didn't return.

I have proof I returned it, since the lady at Canada Post said this happened to her too, and her "modem" apparently never made it (even though she would have mailed it RIGHT FROM CANADA POST with a tracking number!!

After yet ANOTHER HOUR on the phone with Telus, they have agreed to reverse this charge..

Now, I'm just waiting for a call from a Collections agency.

I will I could give them ZERO stars. Most incompetent, useless company I have EVER dealt with.

If I did my job this poorly, I'd be fired!!

I will NEVER, repeat NEVER, go back to Telus. I will use smoke signals because I ever go back to them.

Telus retail store at Windsor Devonshire mall. Got the absolute best customer service from Emir. He set me up with a new phone and internet service. Listened to what I needed and wanted and found the best prices and services for me. Couldn’t have been kinder. Go see him!

Wow I was going to write a review of Telus experience, however what’s the point? All you see is horrible reviews yet Telus does NOTHING to fix anything. They really are as bad as all the reviews show. Only in Canada would a company survive this bad without gov help. About time for the CRTC either make them improve or pull their license.