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**TELUS Cancelled My Internet Without Consent & Issued a New 24-Month Contract**
I am extremely disappointed with how TELUS has handled my home internet service. On October 16, 2026, TELUS cancelled my internet without my authorization, leaving me without service. I was told the cancellation was related to another customer's order associated with my address. Over October 16–17, I spent approximately 7–9 hours contacting TELUS support, dealing with long holds, transfers, and unsuccessful attempts to reach a manager. TELUS eventually reactivated my internet, but I then received a new 24-month agreement showing $65/month plus tax, compared with my original agreed price of approximately $48/month plus tax. The new agreement also includes an early termination fee starting at $480. I never requested cancellation of my original service or knowingly agreed to a new two-year contract. After reactivation, I waited another 30 minutes to speak with a manager but received no resolution. My internet is working again, but my contract and pricing dispute remains unresolved. I am requesting TELUS to: Restore my original pricing and remaining contract terms. Explain the unauthorized cancellation. Provide proof of my consent to the new agreement. Remove any unauthorized commitment and termination fees. Provide outage credits and fair goodwill compensation for the disruption and hours spent contacting support. I have already raised this through TELUS support and formal messaging channels. Can a TELUS moderator escalate this to a customer relations manager who can resolve the issue? I would prefer to resolve this directly, but I am prepared to escalate the matter to CCTS if necessary. I can provide supporting documents privately to an authorized TELUS representative.
Telus Home Pure Fibre 1.5Gb and MacBook Issues
I have recently had installed a Telus WiFi 7 Modem. TV connects to the Wifi perfectly with smooth, uninterrupted media delivery. However, my MacBook drops the Wifi connection continuously. When connected it is a fast connection but there is regular lag before opening a new page (in Safari and Google Chrome). (My iPhone does not have connection issues). Has anyone else had this issue? Any way to resolve it?
Account Access Issue
I’m extremely disappointed with our experience trying to restore service for my 84-year-old mother-in-law. Her service was disconnected due to non-payment. We asked her to call TELUS to add my husband as an authorized user to help manage her account. She was asked for either her PIN or the last four digits of her driver’s licence. She doesn’t drive and couldn’t remember her PIN, so we were told they couldn’t help her. We understand privacy and security requirements, but surely there should be an alternative way to verify her identity. We made 5–6 calls trying to find a solution. Initially, we were told there was no other way to authenticate her. Another agent acknowledged alternatives existed but couldn’t tell us what they were because we were third parties. We even offered to pay the bill but were told they couldn’t tell us how much was owing to get her service reinstated. Eventually, I reached an agent who actually helped us, explained the required payment and provided alternative verification options. It took approximately six hours on and off the phone to get answers that were apparently available all along. The most frustrating part? This started after she moved units within her assisted living facility, when we had been assured the move wouldn’t affect her billing or account arrangements. I’m posting here because, as a non-customer, I can’t seem to find a way to lodge a complaint directly with TELUS. We aren’t asking TELUS to ignore privacy or security. We’re asking for reasonable, accessible customer service and a clear process to help elderly customers who struggle with these conversations. Families should be able to assist appropriately without spending hours going in circles. Six hours, multiple calls, and unnecessary stress for an 84-year-old woman when a solution existed all along. TELUS, this should not be this difficult. How will you prevent this from happening to other elderly customers$380 AnHS charge on my account
Telus fixed the first mistake by accidentaly cancelling my account because someone tried setting up a new account at my address. To date this has now cost me 2 days of work and 5+ hours. I am averaging an hour everytime I talk to a rep. As a result, all Telus gear was returned. Account closed. I was a customer for 20+ years and a fiber customer since 2017. The day after the accout was closed the irony of getting an "we want you back" email. Telus does not have any competition in town that is any better so I make the call. So, credit check, drivers license, a new account created from scratch. So, being a customer for 20+ years is useless. The new router shows up, no fiber to copper modem with it. Another week lost, another hour on the phone lost. Another day lost that I need to take off so that I am home when the tech arrives to plug a box in. The tech was great! So, finally back to a semi state of before Telus found it easier to cancel me than make a 2 minute call. Then I open the bill and see I am charged $380 for AnHS? I don't even now what that is? No heads up, no follow up. I sure am happy I held off on moving my cell services back from Bell, that agreement finally completed. That sure is not going to happen now. Telus, time to just pull down the AI bot. That is probably the most useless AI endless model I have seen.
Bereavement: transfer deceased’s telus.net email to executor (email-only)
Hello, I’m the executor of the estate of a TELUS Home Services customer who recently passed away. Their telus.net email address is still active on their account (Account A). The estate needs to keep that email address active for the next 1–2 years while we settle affairs, since banks, government agencies and other institutions still send correspondence there. I already have my own TELUS account (Account B) and I’m happy to pay the monthly email-only fee to keep the address active. What I’m requesting: A bereavement Transfer of Ownership of the telus.net email address from Account A to an email-only service billed to me (Account B, or a new account in my name if that’s required) Cancellation of the deceased’s remaining services, but only after the email has been moved, so the mailbox isn’t deleted when Account A closes When I called in, I was told the email has to be backed up and can’t be moved from one account to another. From previous threads here, though, I understand that: TELUS offers an email-only service for customers without TELUS Internet Keeping the email after an account holder’s death is possible, just more complex, and TELUS_Support has helped route these cases to the right department telus.net addresses have been moved between accounts before (e.g. Business to Residential) I have already submitted the grant of probate and the will identifiying me as the executor TWO months ago. I am getting the run around, and every person that I speak to on the phone has a conflicting opinion. Been trying to solve this for over 2 months. My reference number is REF-261016-72B7B7 Could TELUS_Support please contact me by private message and put me in touch with the department that handles bereavement transfers of ownership for email? Thank you. PVRJONES
Telus TV Mini Issues
Had our 3 old Telus Optik boxes replaced with the minis. What a downgrade: The feed often freezes or just goes blank, particularly when pausing live TV Periodic notifications that the remote has "disconnected" and the whole system becomes non-responsive Severe lag when using the skip forward or backward feature - just feels unstable Cannot extend recordings beyond the pre-determined time (make recording sporting events almost useless) Any suggestions for work arounds - or can we just request that our old (but functional) boxes get returned?
Managing Boost Wifi via Smarthome App
I am unable to manage my Boost Wi-Fi via the new Smarthome+ App. There is no option to view or change the SSID name or password. No option to enable / disable guest. No option to remove or add the boost devices back onto the network. I can however manage the T3200M modem Wi-Fi passwords with no issue. Under the Home tab, I can scroll through my network hardware and see the two boosts, but the only information available is online status and the option to restart. Attempting to add a Boost Wi-Fi devices loads a Telus article related to Internet and Optik TV services. When I select Boost Wi-Fi 7, a setup process is initiated. I thought perhaps removing and adding the hardware back would help but no option to do so. Is the OG Boost Wi-Fi hardware even supported by this app? Am I potentially looking at upgrading to the Wi-Fi 7? Being unable to manage the logon credentials is concerning.
Internet Plan Renewed Instead of Processed for Home Services Cancellation
I called Telus about an hour ago to cancel my DSL service. I expected it to be mildly annoying. I did not expect the agent to lie to me and cheat me. 1. Called to ask for service cancellation. Told agent multiple times that I already have new service with another provider. She ignores me and asks me to renew. 2. I state clearly that I want to cancel my service many times. Eventually she tells me OK, but she will have to connect me with another agent who will actually do the cancellation. 3. She put me back in the main hold queue, and then renewed my DSL plan silently. 4, The next agent who I connected to had no idea what she had done. This is so awful. Straight up lied to me, refused to do the thing I asked, and then instead did the opposite. I am extremely angry about this, as I'm sure any of you would be. I'm documenting everything, trying to cancel in writing with Telus, eventually plan to file with the CCTS (Commission for Complaints for Telecom-television Services). Does anyone have any advice either for how to ACTUALLY get this service cancelled and/or with filing complaints to the CCTS? (Insane that I am posting on a corporate forum asking how to not have their employees defraud me, but here we are)Telus Technician told me to lie
I am disabled and alone. My only phone is a landline. I made an appointment a long time ago for a Telus Technician to install a backup battery system for my landline in case of a power outage (this is a free service that Telus offers). I made sure I was ready to let the technician into my home for the appointment. The technician showed up for the appointment but said he didn't have any of his equipment ready. He did not realize the appointment was for a battery installation even though that is exactly what the order was for. He told me not to tell Telus or they would fire him. He said he would not charge me for the visit, but there's a $200 pre-charge already in my account. So he told me not to tell Telus, he said to just call his personal cell phone in 3 days to remind him to order the battery system. He said he would place an order for some batteries at that time, and then, in another 10 business days or so, the battery would arrive. He said he would order two, and bring two into my home after we make yet another appointment. He said to lie to Telus and tell them I don't want a battery anymore, then return the extra battery he will bring so I can get my $200 refund. He said not to call Telus about any technical issues in the meantime, to only call him on his cell phone. He also said not to contact Telus to make any new appointments, to only call him. He asked for my wifi password so he could "check my system." Then he left. So he didn't do any work, and before he left, he said to give him an excellent review. Telus, your shady contractors make me feel unsafe. I need someone to actually install a battery AND help me change my wifi password because I don't trust your technicians anymore. This is not the first time I've had a dishonest technician. In the past, their dishonesty has caused safety hazards for me. What a scam.