TELUS Reviews 590

Telus has the worst customer service that I have ever received from a tech company. It started with poor knowledge of product and processes from the sales team followed by installers showing up unannounced then the “customer care” person suggesting that it wasn’t their fault and that they would have to move the final install date back. When I called in to check on the “new” install date they said someone would call me back within 2 hours. NO CALL! The next day I spent another hour on the phone a finally got them to meet the original date which they agreed to since I had managed to contact and schedule the ground work on my own (running of the fiber optic cabling to the house). I took the day off and they even texted me early that morning to confirm they would be at the house between noon and 4, then were a NO SHOW. When I called to follow up, I waited on hold for 1/2 hour only to be told that there was a “system error” and that they would have to reschedule to the following week. I asked for them or a manager to call me back within 2 hours to confirm date and time. NO CALL again! Sooo another 1/2 hour on the phone only to be told that they set up a “new order” and that they would be at my home the following Monday (now one full month since my first call). They couldn’t tell me what time so I asked for a manager to call me again. No CALL! I then spent another 1/2 hour on the phone to cancel the order.

The future may be bright but the present is a cluster of bad representation, poor knowledge, unreliable / missed calls and apts followed by a complete breakdown of the process. For a tech company that sells tech, the only thing that they have going for them is the fiber optic running to the curb. After that, they can’t manage a ziplock bag. I have decided that I will go with Rogers. They picked up the phone right away, (no corn maze for a phone menu) and set up the call for later the same week. There is definitely a light on there! I’ll recommend Roger’s to all my clients now. Oh did I mention that I am a smart home dealer and influence my clients purchasing decisions on 75% of our smart home installs?
Giles Dupas
GiCor home technologies inc.

Worst company. Cannot talk to a person and when you finally do - they are completely inadequate to help you. All I wanted to do was set up a land line. Moving on to a different company - never will I use Telus again.

Promised 3 months free and did not receive it.
15+ emails later, and many calls to Customer Service and still nothing. The Salesperson who made the sale verbally said that I would get 3 months free but now Customer Service is saying it was not in the contract so I am out of luck. Why did the Salesperson not say this during the 15+ emails in the last 5 months???
Telus Customer Service is pathetic.

I’m Telus customer since 2005 but now Telus cellular network very poor in the Calgary city and area. Call dropping, data not working, everyday facing problems

Needed to activate a new cell phone sim and pay for a pay as you go plan. Did everything required on their site and it didn't process the payment, called *611 , 1-hour and 10 min on the phone they had issues processing 2 differend cards that a totally fine, first employee didn's solve and passed the call to the second one that also could not solve, they still haven't fixed the isuue and nobody called back. UNACCEPTABLE customer service.

My contract is for ADT Security not Telus SmartHome, and I get a phone call from one of their employees that I own over $2,500 for equipment they didn't install. All they did was upgrade the security console last year and that was paid for. I haven't received a billing invoice from them in a while. I would like to know when my contract lapses, because I won't be renewing my contract with them. Koodo was terrible as well. ADT was better before it was bought by Telus.

I have been a home service member for Telus for 15 yrs. I have never had an issue with internet or optic tv or home service until now. For 15 yrs they have called weekly trying to sell us mobility accounts. Finally after 15 yrs I broke down and accepted there mobility. And boy what a mistake. Now my cell phone and devices freeze up at home over the internet account. The tv freezes constantly. Tech support says I have to many internet devices which I have had the same for 15 yrs with no issues. Now with mobility I have issues. Telus doesn’t want to fix anything.

It was great customer service, so I thought. I was misled. I was informed that if I purchase the warranty and pay the additional $17 for the month, it would protect and cover me for any breaks or thefts or damage on my phone. My phone slipped and the screen protector cracked. I went back to the store to get a new screen protector and was advised to go online to Tuff8 and request the protector from there. I went online to order the screen protector and was being charged $17 additional to ship the new screen protector to me. WHAT?!?!?! Why did I pay the additional $17 for warranty then? So $34 for a screen protector basically while I have a warranty?! I called Telus Furious!!! Was advised that that's how it is and I am saving money not buying a new screen protector for $30.00. DO THE MATH LADY! Its not saving money. DON'T FALL FOR THIS SCAM ! I am very disappointed in the staff at Telus. I really thought they were being helpful and kind. When instead, they were crooks just like the rest of the Telus company.

I'm visiting Canada and I can't believe how poor the internet is in this region

If I could give a zero I would...

I jave been with Telus over 25 years and this uears bring it back has shown how absolutely terrible there customer service is...

The AI is garbage.
The agents are rude, inconsiderate and horrible

My alarm account was originally with TMC, which was later acquired by TELUS Smart Home Security. Unfortunately, since the acquisition, my experience has been extremely disappointing.

I have now been without alarm service for over two months, yet I am still being billed every month for a service I am not receiving.

I contacted the TELUS Security Acquisitions Department / Technical Support to get the system working and was told that no technician is available for at least another two months, and that they cannot confirm any service date at all. I was also told that I might receive a call to schedule service, and that if I don’t hear anything in a “timely manner,” I should call back myself.

This level of uncertainty and lack of accountability does not seem professional, especially from a company of TELUS’s size and reputation. I expected service and support to improve after TELUS took over TMC, but instead I am left without a functioning security system, no confirmed resolution timeline, and ongoing monthly charges for nothing at all.

If I could give a ZERO, i would. My father had an account with Telus Home Security, custom homes. He passed away in JUNE 2025. Multiple calls, countless holds, sending in the death certificate, they keep sending bills for a service they seemingly refuse to cancel. I'm on hold as I type this, where I have been told they will "work on cancelling" the service, but only for a month. ZERO compassion. ZERO sense. ZERO stars. Crooks. All of them.

I have multiple account numbers, but only one email address. They can't get the accounts all together, and I can never get in. They won't email me my account info but always tell me I am late in payment, but I am not! The tell me to check my 'bill analyser' but when I try it says "we are unable to connect you at this time, please try again later". But later is now six months of later. The customer service agents are in Manila and over and over again after an hour or two on hold they say, "let me send you to the correct department". But it is the wrong department again so I have to be another hour on hold. There is NOTHING MORE Fen USELESS than Telus.

Tried to sort out out account to cancel old smart hub as we got a new one and was billed for both. Been on the phone now for 3.5+ hours been transferred 7 times and still have not gotten it sorted out. Seriously thinking I will cancel the new one and my security and phones and switch to somebody that can service there customers. Disgusting service.

Would never recommend Telus!
We switched to Telus 2 years ago and right from the start it was a problem with uninformed staff providing wrong information, we experienced daily dropped calls, pockets of no service areas on our daily drives and the worst customer service ever experienced.
Whether their staff are untrained or deliberately deceitful is unknown.
We tried a week ago to cancel our phones as our contracts were up. We’ve dealt with 4-5 employees each providing differing advise and procedures on closing the accounts.
Can’t do anything through the stores, everything has to be done online and that’s an absolute joke.
Im still waiting on the “bring it back label” to be text to me so that I can mail back my old phone. I’ve tried twice, phone calls are no doubt recorded but the second person feigned no knowledge of there being notes about the first request only to say they don’t email the form only do so by text, even though the first guy said I’d get an email or a text.
So now, I’ll be charged $300 for a phone I’m attempting to return because they refuse to send the label so that I can mail it back to them and close the account finally.
I know I’m not the first and won’t be the last customer to complain about how this company operates, this reeks of corruption and deceit.

Bogus solutions!
After 3 days on the phone after 3 (three!) crews in 3 days scheduled to replace Telus copper wire & all no-shows & no word why they would not be there, tho I was to be home waiting at least 3 hours!
Finally reached a manager who said she would fix this.
Then next day got an alert that a tech was scheduled to do work in my house (Unneeded, not the copper replacement) & if I wasn't home I'd be charged $200!
Incredibly in competent!!
Or I could start to get paranoid.
Could a company actually screw up this many times in error (no access to My Telus over 5 months, all 3 services problematic 2 years, months in incorrect billings, unrequested "DIY" tech visits, techs lying about what have told me or reported in their notes and on and on!)
Each of these errors allows Telus to try to increase my billings. Coincidence? NOT LIKELY!

When my 2-year contract ended, I switched to a month-to-month ISP (because I would be moving soon). Telus Loyalty advised me that if I changed my mind, I could call and they would re-instate previous services / price on a month-to-month. I called back and Telus Loyalty refused to honor their promise - and advised me I would have to pay twice the rate. I found them to be dishonest / manipulative and would not recommend them

Formally a Shaw cable subscriber, now with Telus. I will go back to Shaw / Rogers because Telus' service on channels is CONVOLUTED. E.G: There are 900 + channels including other province programming to scroll through to search for programming in your province. Also Shaw / Rogers has a voice search feature, so convenient!!

OMG where do I start, I'll keep this simple, 2 service calls set up for my home alarm system and 2 no shows by the tech. Two days of sitting at home waiting for the call that the tech was 15 minutes away. Customer service is a complete JOKE. I WILL NOT BE RENEWING WITH THEM WHEN MY CONTRACT COMES UP FOR RENEWAL.

DO NOT EVER USE TELUS!!!!!!!!!! They are an unscrupulous, thoroughly unethical, scamming business. It started by getting multiple unsolicited calls from Telus, the first promoting a 50% off deal on home services (which turned out to be less than 50%, so they lied), each agent offering different options and pricing. I verbally agreed to their services, and they scheduled a technician and confirmed installation was free, but they never showed up, and two more appointments were also no-shows. I also experienced problems with their figuring out whether they could provide certain TV services to my location, certain internet services, and landline services. Each agent offered me a new package and had no knowledge of the previous packages offered to me, and none ever provided a customer services agreement as promised before I agreed to use their services. They seemed very reluctant to send a technician out and ultimately told me in order to waive the installation fee, I had to install the equipment myself and asked me if I had a whole list of equipment and tools, and told me I would have to be able to climb the roof (I am a 77-year old woman)! They are so disorganized, the right hand doesn't know what the left hand is doing. I spent probably 12 hours in total talking to heavily-accented people until my head was spinning after a two-hour conversation with the last one. Ultimately I never signed on with them, returned all the equipment unused. They had told me charges would not begin until I installed the equipment. A few weeks later, I got a charge of almost $300 on my credit card. Their explanation was not entirely clear to me but it had to do with the credit they were going to give me to pay out my contract with my current provider. They said they had billed me (an outright lie- I would have freaked out had I seen it) for $965, made an adjustment some time after in the amount of $600-plus, leaving me with an outstanding amount of $300. This kind of accounting gymnastics is unexpected and beyond the average experience, and blindsides you. I have called them and they said that I had to "confirm the adjustment of the $300" in order for them to process it. All in all, a gross waste of time, a big headache, and an eye-opening exposure of a once reputable corporation (back in the 70s anyway) that has descended to the level of third world country commerce.