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Being billed by TELUS-Koodo for No Service or Connection
A TELUS rep was trying to sell an internet service to me. I agreed to a trial for a month to evaluate the service while keeping a Rogers connection working. I decided not to use it and returned the equipment. The sales rep wanted to sell me a Koodo mobile service, leaving me two SIM cards to try out for better reception in a shadow zone. The same two SIM cards were never taken out of the holder, never inserted in a mobile phone, as the other service provider fixed the problem. I have being trying to return the cards but cannot contact Koodo in any way. Callbacks requests don't work. The billing has now billed me for three months "service" where none has been connected or rendered. No amount of trying to get the assist or self serve to work ever gets past the log in. Now I get a threat letter to blacklist me with credit agencies for a $445 bill for zero service rendered. Is this fraud or incompetence? TELUS gave me these SIM cards and needs to sort this out as Koodo is off the grid in terms of communication.
Irresponsible worker Telus
I had my mobility account suspended in January 24th after adding a new line to my account. I called 611, they told me that I can visit the same store to verify my identity and the service will be restore. I cameback to the store same day, had the rep sent me a link to verify my id. I did it and was being told that my service will restore within 90 minutes. From that day til now my service still show sos, I came to the store again and the 2nd time was told that my service already cancelled and I have to call 611 nothing the store can do. Now I ended own Telus for 2 mobility lines that only used for a few days. Would love to speak to someone can help before this escalate to CCTS. Other than their fast 5G+ network everything else are hassle and the lack of communication between departments
Billing issue
I have two lines with Telus. Each of them is on a $55 plan. Each plan should be discounted by $10 per month for 24 months, and each plan should have a further $10 discount for pre-authorized payment. When I called support they assured me that this was the case even though it didn't seem to be when looking at my bill. Now that I've received another new bill it's obvious that a mistake was made. When I try to make support requests in the app they are closed within a few minutes of having made the request. I could really use some assistance here to resolve the issue both for past bills and future. Thank you.
Abusive and Unprofessional Conduct
As a Senior who recently had a heart attack and am currently trying to recover, I was astounded to be called <names> 3 times during a conversation with one of your representatives. Telus charged $340 to my account for a Bring It Back device that was returned in good condition on October 14, 2025 and for which I was explicitly promised a $340 credit. I have written confirmation of this assurance in an email from Telus which was sent on October 16, 2025 after my phone was assessed. Despite this, the credit was not applied and the amount was instead treated as an outstanding balance. For a month & a half I have been trying to rectify this situation, having made 11 attempts. However, I have been told 3 different excuses for the charge. First, I was told that the phone was not received by Telus until I sent the proof of delivery notice from Purolator. Second, I was told that I had chosen to keep the phone. Again I provided proof that the phone had been returned and today I was told by an executive that my phone was too badly damaged. I know this to be untrue because I personally took my phone to the Uxbridge Telus store on October 12, 2025 & had them inspect the phone. My friend who is a lawyer was with me & can attest to this.
Billing Issue
In November 2025, before leaving Canada for a six month deployment, I contacted Telus to pause my services while serving my country. I was told my account was successfully frozen. I am still getting billed my regular month bill cycle despite this request from my end. I understand I am to still continue to pay my phone and watch loan but there shouldn’t be a reason I’m still paying my services especially when not being used.Billing Issue
I have been trying to resolve an overbilling issue since late December. Having no luck, I escalated my issue using the link on the Support site and was issued a Request ID. This was done on Jan-21-2026. As of today, February 11, 2026 I have not had any reply to my request for resolution. Can someone with the authority to resolve my issue please contact me by phone not later than Friday, February 13, 2026? If this cannot be done I will seek alternative means to escalate the matter. Regards, Michael Bishop 604-644-3024mobility billing issues
I'm a long-time prepaid telus user. unfortunately. i've had issues with my accounts before, but I haven't had such a major long-running issue with my billing. I'm stumped and I've tried everything I can. so, from the beginning. my plan needs to be renewed, i go my usual route and call #123. - called #123 to pay for my rate plan. I can top up money easily, and have a balance for the plan. i enter pin, get to rate plan purchase menu and it... doesn't work. i get up to "to continue with your rate plan, press 1," then when i do, it says "sorry, we're currently experiencing [issues], please try again later." have waited and tried multiple times throughout the week, now it's day 7 and i still haven't been able to use that. -- have also reset my phone multiple times and cleared the cache, etc, still nothing... okay! maybe ill try my telus! - go to manage my account on browser, no vpn/am in the right reigon/and am using generic brower and... my telus doesn't think i'm the account owner. i'm the only one using that account and the only one to ever use it. I click on manage, get hit with "sorry, you are not authorised to access this information" screen. can't pay from there... - download, login and try using the my telus app (its worked for me before!) and... it redirects me to the my telus web browser, as my phone is a little dated, and perhaps can't run the app properly. great, the web browser... which doesn't work... okay... maybe i can pay another way? - attempt paying through the telus assist bot. get all the way up to "sure! would you like your rate plan to renew from [balance/credit]," i pick an option, and it says its unable to add the rate plan to my account... and to contact an agent for a callback... when i can't call because i can't pay for my mobility plan... really stumped, considering taking my business elsewhere. if anyone could help me, that'd be great
Poor coverage and speeds II
Four months ago I started this topic: In the three and half years that I've lived in central Alberta Telus coverage has been weak. I usually get only one bar at home (inside or out), two if I'm lucky. Data speeds of maybe 20 mbps down, 2-3 up. We also tried a Telus Smart Hub last year but had to promptly return it and cancel the service because speeds were unusable. In comparison, my partner is on the Rogers network and has full bars, great cell coverage, and blazing data speeds. About a year ago Telus started construction of a new 5G tower just 1 KM from us. It appears that construction finished in February but it was not activated until August. The reply from Telus on this forum was dismissive, bringing up "mountainous terrain", which we don't have in central Alberta. The location was specified in my post. There's a brand new 5G tower about 1 km across a flat field from us. The problems are clearly NOT caused by terrain. Since posting that message, I called Telus support and spent about an hour on the phone running speed tests and helping the support agent document the poor reception and awful data speeds that we experience. The agent confirmed the poor coverage and speeds. I was told that the issue would be escalated to a higher support speeds would likely result in the tower being adjusted to properly cover our area. I was promised a call back with an update within a week. I did not receive the promised call back. Instead, all I received was a text message from Telus claiming that "our Tier 2 technical support has resolved your issue" with no further information. The problem was NOT resolved and poor coverage and data speeds continue. Is there anyone at Telus that can take responsibility for these issues and resolve them or is it time to complain to the CRTC?
Does One Plus N20 compatible with Telus?
Hello, I am thinking about transfer my phone plan from Virgin to Telus. I am holding a One Plus N20 that was bought few years back from BestBuy. Interesting thing is, it works fine with Virgin, but fail the Telus VoLTE compatibility test (by IMEI). I hear the Virgin and Telus share same network here in AB. Does it mean my phone won't work if transfer into Telus network?Mobility Account Issues + Mobility for Good
Hey Telus Team, I'm hoping this reaches the right person so posting here. We've been dealing with conflicting stories from reps and the PAP system and which payments are attached to which services and avoiding late fees. We had to escalate to a manager who was finally able to clarify that paying an additional amount to the account is only possible through online banking NOT through the Telus App. It seems there was an overdue payment and a late fee applied to one of the accounts. Everything has since been brough up to date and paid in advance. The issue is based on past calls this shouldn't have ever happened. We requested a manual review of our most recent call (with Diego) as the Ai summary didn't capture the point where the rep again mentioned the two systems between Home Services and Mobility used to share the same Pre-Auth Payment. It's painfully obvious the call center agents are too dependent on Ai instead of referring to the updated procedures or basic empathy to lower their call handling time... which is really demoralizing when managing 5 lines + internet. I was previously with Telus during the Pandemic (left for Bell and then returned and migrated my whole family over). Been back for just over a year and it's not working out so no we are trying to get the account recognized that its for Senior Citizens. Which email or portal can we use to upload sensitive documents ? Where do I submit my documents for the Mobility for Good program? I manage this account on behalf of my aging parents and any human guidance would be appreciated. I understand mistakes happen and just want to talk to a human being who will properly listen.