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Unable to view (or access) home services bills
I have been unable to view my home services bills for almost two weeks. I keep getting the following message: "Sorry something went wrong on our end." When I try later (as suggested) I get a similar message that "We are currently unavailable to retrieve your billing information. Please try again later." This is especially frustrating because, according to my records, my bill should be less than it was this past month. Has anyone else been unable to view their home services bills? Thanks, Sherrye
Telus Optik Core+Premium Issue
I was just offered Telus Optik Core+Premium. I selected Netflix as my premium and was told by the representative that the Premium would be the Netflix Premium (4k streaming package). But when I go to my account to view my selection it shows that only the Standard Package is available as part of my plan. When I click the Premium subscription it tells me it will cost an additional $5 a month on my Telus Bill. Now, am I misunderstanding something here? I feel sort of duped because a big reason I accepted this bundle was having the Core+Premium. I figured before I call support i'd ask here to see if anyone has the same plan? and if by selecting the Premium Netflix subscription if the $5 extra fee is waived? Thanks!
Loyalty credit errors
Started in May asking if I could get an expired loyalty credit re-instated and have had to call in each month until October because it didn't happen correctly. Each month Telus would charge for cancelling a plan and starting a new one in the middle of a bill period with partial charges for a plan without any discounts. My bill never use to vary and was always $108.75. After calling in May it was monthly $116.65, $132.47,$133.45, & $124.00 all resulting from trying to correct the credit. My contracts will expire June 13 2026. It obviously doesn't pay to call in early to renew as it results in these partial charges without discounts. Does anyone know if you have to call in the day your plan expires or should it be on your billing date the month before? (Assuming I want to continue with telus)Closed Captions on Digital TV Box
I have multiple times opened settings, turned on closed captions, opened display settings and set caption preferences the way I would like: small font, 25% opacity on background. The example shown in settings would be perfect, IF the settings were applied when returning to live TV. Default of large font, white font on opaque black background interferes with decent program viewing. How to get the captions settings as set to apply to live TV? Is this a feature still under development? If so when will this be rolled out? I consider this a high priority for my TV viewing.
customer service vacant & illegal late charges...
Seems customer service now combines fees due for current month with any charges owing from previous month and presents this total as "now overdue" so that a greater sum can be charged as late fees. Rogers/Shaw is doing the same thing. This is fraud! Online customer service outside of business hours is never available. Within the "my telus" app, our bill is never available for download. I shall be proceeding a formal complaint to the Canadian authority, 12/25 if this illegal practise is not stopped. 14/11/25 su55 2303 hrsAlleged debt from 2018 sent directly to Collections General Credit Services
I am so disappointed in Telus. Have been a loyal customer with no payment issues and Telus decided to send my previous home services account to collections. General Credit Services (GCS) informed me that there is an outstanding bill from March 2018. I make pre authorized payments on my account and I am unsure how there would be any balance on my account. I contacted Telus customer service and also spoke to the billing department. I questioned why they did not contact me if there was any outstanding balance and asked for a copy of my bill. They said since the balance is old they are unable to issue the bill where the balance arises. And asked me contact GCS. Agent at GCS said they only collect the balance and any further information can only be obtained from Telus. I am being bounced around with no direction on how I can resolve the issue.
Old account paid full now in collections
I am a current Telus customer in good standing from a bill perspective. A few months ago I received an email from someone from ....fstccs.com stating that I owed 78.40 from a account I had 6 years ago. We pay our bills in full. I call a Telus agent and was told it was an error, don't worry about. Fast forward, I received emails from a collections agency regarding the same account. .....actioncollections.com. Again explained the situation, no bill forthcoming, just threats and demands. Went back to the Telus agent again and "Alberto"(very helpful) stated again that yes he sees the flag, leaves the call for 20 minutes, comes back and says the bill is 0 and everything is ok. The problem is that this is the same response I had several months ago which I took a transcript of. Perhaps send a message to the people who have collect bad debts for you. If the bill exists, I will pay it gladly. I have told at least 3 people in your organization that as well as the two agencies you hire. However we have a business system where our bills are paid on time and accounted for so I know that it is not possible and this is supported by my repeated calls to your agents. Can you please look into this further to ensure that this badgering stops?Can’t Activate Disney+ Through Stream+
I recently purchased Stream+ on the Telus app. It was a huge pain, but I managed to activate the Netflix, Prime, and Telus TV+ accounts, but I haven’t been able to activate Disney+. I contacted Telus and they told me the issue was with Disney+ and to contact their support instead. So I did, and Disney+ Support and they told me it wasn’t on their end, and suggested I went to a Telus store to have them help activate the account. I just went to a Telus store today and they told me they couldn’t do anything, and to contact Telus Support. I’m going back to work on Tuesday night and if I can’t find a solution to this, I’m cancelling Stream+.
Going in Circles
It has been extremely difficult to reach customer service. After spending three days trying on and off to get assistance, I finally reached a representative and I asked to lower my home internet bill. Instead, the agent adjusted my plan and signed me up for a mobile plan—something I clearly stated I did not need as I already have a mobile plan but he insisted to lower my bill with the new home internet plan that was supposed to bring my total monthly bill to $96 for the next two years. I agreed, only because it sounded like my bill would finally be under $100. Then I received my bill… and it’s $146. Now I’m back to square one, struggling to reach anyone who can fix this. I’ve been passed between multiple representatives. One person was kind and told me someone from another department would call me back within five minutes. It has now been an hour and a half. I called again, and I’m currently on hold—AGAIN. This is incredibly frustrating. I genuinely feel misled, and no one from this well-known company seems willing or able to help. All I wanted was to lower my bill, and instead I’m paying even more and stuck with a mobile plan I never wanted. What is going on?
