TELUS Reviews 590

i went to telus at the deonshire mall samantha went above and beond to help me out you have anexcelent employe in her she made my shopping experiance very enjoyable

if i could give telus 0 stars i would. first of all. their wifi sucks and it cuts out all the time and their customer service sucks because you ither cant speak to a real person or you get to speak to a real person but they hangup. im never using telus for anything ever again. please do not use telus. my parents have been using rogers (formerly shaw) for years now and they never had a problem. not once.

Absolutely the worst! Had been an ADT customer and never had any issues until Telus took over. Terrible customer service, incompetent technicians who don’t even work for Telus, they outsource service calls to random technicians. Terrible billing. Got one of our systems cancelled for no reason. And on top of that they call us several times a month to sell us their wireless service after we begged them to put us on the do not call list.

This is THE WORST!! company and customer service I have ever had in my 37 years of life!!
We hired internet home services 2 weeks ago telling us they will send the modem to our place, and it would be automatically activated when plugged in and we still don't have anything!!! they sent us a wifi booster and it does not work without a modem, it makes no sense to send us a booster without a modem.
I have been calling for 2 week several times a week and nobody has helped me at all. They left me waiting for over an hour every time i called them and when they answered, they have all give me different information and nobody has helped me at all.

I have no other choice but cancell my service with them.

Telus seems to have no way to speak with them and the chat bot is a wast of time with regard to closure of the account of a deceased.

Some years ago, Telus bought the company that was monitoring my home security. Not long after that, a Telus rep came to my door, offering to upgrade the system at no extra cost and with no increase in monthly cost. I was guaranteed so cost and no increase. My First bill with the new system went from less than $20.00 to over $80.00. I insisted that they reinstall my old system, They refused, and after about 4 hours of negotiations they agreed to honour the old monthly price if I paid for some of the new equipment. I did, and the price was to be fixed until November 2027. Every year my October bill jumps up again and i have to call them to reinstate the agreement. I've been on hold now for over an hour. Last year I waited 90 minutes only to be disconnected. I spent a total of 2.5 hours on hold last year. Wonder how long thins year. Telus sucks

My experience is ALWAYS GREAT at TELUS in the Cornwall Centre, Regina, because:
*I love the products and service.
*I love the staff. Specifically, I am referring to both "ZAK" and "AL." (Note: All the staff are excellent, but I'm accustom to these two for help and advice and service.)

I have been on hold with Telus for over 4 hours with no resolution. I guess they do not want their equipment back and I no longer care. I wish them all the best in trying to get it back. I have tried several times to speak to a manager only to be jerked around. At the end of this all I can say is that I am thrilled I will never have to use their services again.

Telus claimed I owe them a debt and never informed me. They then submitted it to a collections agent causing me to have bad credit. I attempted to reach out to them multiple times but their manipulative customer service representatives (their first language being tagalog) refused to put me in contact with a manager and enable me to have the information needed to pay the bill I am quite certain I never incurred in the first place.

I highly doubt this review will change anything and if I could give Telus negative stars I would . All I wanted was information as to what the best offer would be if I migrated over to Telus from my existing provider whom Telus bought. The customer service representative simply read from a script and offered me the cheapest service they have available which is the basic internet package . He even left me on hold for 2 minutes to research the best deal they could give and that was it . Nothing more, he then tried to get my approval for the package and I mentioned that that was the same regular deal that is posted on the internet and that wasn’t a very good deal and let him know I’d pass on the offer . I m certain an AI representative would have more enthusiasm over its job than what I had to deal with . It was an easy decision to make deciding on any other provider than Telus .

Telus installed home security after ADT.
Revolting installation workmanship.
Motion detectors not activating for any person under 7 feet plus entering room.
Smoke detectors installed 2023 failed within two years with expiry 2030.
TELUS would not replace until you signed a new 3 year service agreement.
Customer service just awfull.

I have fought with telus for 3 years regarding poor equipment
Change 5 digital TV boxes, 2 PVR boxes, 2 modems
Trying to get a phone number to call was very frustrating as their Virtual assitant is a waste of time
The calls went all over the world with very poor english and extreme background noise
Lots of excuses and constant apologies with no results
Had 3 Techs here and the system crashed weeks later
Just a badly run company with no interest in Customer needs or concerns

I wish I could give Telus Home Security zero stars. They lure clients with misleading offers and fail to mention that you’re signing a three-year contract. Once you find out, it’s too late — you can’t cancel unless you pay for the entire three years, even if you no longer need the service.

The equipment is overpriced and almost useless if you simply want to secure a normal home. It feels like they trap customers with fine print and don’t stand behind the value of what they sell.

I feel completely deceived and disappointed. I would never recommend Telus Home Security to anyone. Be very careful before signing anything.

SERVICE: Have to deal with a horrid chat box (CAUTION: copy the chat into a word document and keep a copy for proof as not allowed to save or print - they delete it when they respond at times) Phone quit working so requested they put our phone on automatic call forward until they figured out why our service was down. It took Tier 2 or 3 (lost count) two weeks later to do it in a flash. They kept calling the service call an installation. The technician that came on site almost a month after the service went down said that is their standard. Why? So they can bill you! The problem was at their switch box but they still billed us. Asked for a credit and they gave it but on account only, not on our credit card. Asked they put the credit onto our credit card so what did they do? They removed the credit so charging us now, once again, charging us for something that was their equipment failure. From all the complaints I presume it is their standard policy. Sadly, no alternative service available for landlines.

"Start.ca, based in London,On in 1995, is pledging to its 70,000 customers they will not see a difference in staffing, service and cost (after Telus buyout), said Peter Rocca, Start.ca founder and chief executive."

What a lie. There is NO customer service. Everyone got laid off after the Telus buyout. The location is dark and abandoned. What was once the most excellent customer service is now just a scam.

You used to be able to call an agent and they'd pick up the phone in SECONDS. They fixed your issue so quick and that's why their customers were loyal.
But here comes Telus. We can't have other providers making us look bad. After the Telus buyout it's a shell of a company and probably violating multiple anti trust laws.

You will spend hours. not minutes, HOURS on the line before you talk to a human.
THERE IS NO WAY TO CANCEL YOUR SERVICE.
There is no one to talk to. Many have shared horror stories about this acquisition.

Never buy anything from the big 3 because they care about one thing only.
Greed while sacrificing those who got them big. Customer retention is a foreign concept to the big 3, that's why the deals are only provided to new customers.

Tip: We're in 2025, no one is forcing you to stay with one company. You can switch as often as you'd like. ONLY pay for the 'new customer deals' over and over. Brand loyalty is foolish.

Telus refuses to help correct the security system we have. Due to poor installation, the product has never worked properly since 2021. Finally, I found a new supplier and called to cancel. They tell me I have a contract (that I never signed) and that they would charge me a "cancellation fee". They refuse to help repair the issue and are holding me to a contract that I didn't sign that was automatically renewed without my permission.

When I called to cancel my subscription, the call was cut because it was immediate with no grace period of even a few minutes. They also closed my online account and put a balance on the account (I had just paid everything off). I found out later when I checked my credit score that the 30$ fee they had put on my account had gone to collections and was effecting my credit score. Now I am having to jump through hoops to pay the fee because I cant pay online with my account closed and its hard to even find a customer service number. Scammers.

Telus Fraud.
Koodo customer, Telus used my information to open a second account. No services rendered, would not close account. $80 to open account, $50 to 'operate', $150 to close it. 3 months billed for zero service with no recourse.

If I could give Telus a 0 I would. You now have an AI front end that is more than useless... to get to the right area of concern is any bodies guess and you usually call back 4 - 5 times yelling agent, agent in order to finally talk to someone ... then they send you to the right person. But each call for something simple takes generally 1 - 3 hours. It is a wonder that Telus is still in business--only because they have a monopoly.

# 1 Telus get rid of the international support who generally cannot help you answer the simplest of questions. Get people in Canada who know the answers and do not have chickens in their back yard.
#2 Get rid of the AI agent at the front. She obviously has not been tested and does not have her act together.. you released her far too early. She is shit to say the least. Calls should be easy to direct to a support member in the right area. You are wasting everyone's time -- clients and staff.

terrible website, tries to force you to us the virtual assistant, which is useless. Phone customer service after I had to look it up on google (shamefull that I had to do this!). on hold so line first time I had to hang up.
telus complaining that I haven't paid outstanding amounts, but my credit card statement says otherwise! How about a good old fashion phone call from customer support before you disconnect me down the road.
so disappointing that these large companies are doing crappy jobs.