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4 months and ongoing of LYING and HARASSMENT to get internet transferred
I'm writing this as a cautionary tale, a CCTS complaint is being written alongside, I genuinely feel like nobody at Telus is capable of helping me. Background About a year ago, I had a terrible experience with a Telus sales rep that required escalation to resolve. The escalation team helped me then, and I was grateful. I never thought I'd be back in this situation. The Beginning - June 2024 Four months ago, my common-law partner and I separated. I had to move out of our home in Abbotsford to a new place in Surrey (a coach house/laneway house at the back of the property). During one of the most painful times of my life, I tried to do the responsible thing and immediately contacted Telus through chat to transfer my internet service. A technician came out and told me the fibre line only runs to the pole outside, not to the house. He said he'd need to make a separate service call to run the line to my place. I asked him 3-4 times if there was anything I needed to do on my end. He said no, someone would call me in a few weeks to schedule the installation. Just wait for the call. For four months. Nobody ever called me. Between rebuilding my life after the separation, dealing with lawyers, and the emotional toll of everything, I lost track of time. But in those four months, not a single person from Telus reached out to check why a paying customer’s account was on hold. The Email - Late October 2024 I received an email saying I had a pending payment and my account would be closed on November 2nd. I had no internet service for four months and now I was being threatened with account closure? I called customer support, and what followed has been a nightmare. The Phone Call Marathon - Late October Day 1: Explained everything. Put on hold for "5 minutes" - actually 40 minutes. Transferred to an agent who had no idea what I was talking about. Explained everything again. Told they'd call back within an hour. Nobody called. (cont)
Land line not working
Since at least last Saturday my land line at [mod edit - private info] has not been working, with the phone signalling "no line." Since this is my only phone, I have been trying to notify Telus of the problem through online means, but have received no response. I URGENTLY need to get this problem fixed, since I am 83 years old with limited mobility and my telephone is my only means of getting emergency support if necessary. PLEASE CONTACT me by email at [mod edit - private info] To complicate things further, My Telus refuses to accept the combination of my email address and password. When I request email verification no email arrives. Telus seems to make it virtually impossible to notify them of problems like this, let alone to offer any help to fix it. This is the second time this problem has arisen, and the last time it took 2 whole weeks before it was fixed by a Telus technician -- the problem was with the connection outside. Presumably the same problem has arisen again. PLEASE FIX IT FOR ME!!!!
Dropping packets with my new Fibre upgrade
Hello, Since upgrading my connection to Fibre, I've been experiencing what I believe to be intermittent but severe packet loss, which is making everything from online gaming to work tasks regularly impossible. This seems to be a serious issue, but I've contacted several telus phone agents and because I'm maintaining a good overall network speed, they have not been interested in investigating it futher (or don't beleive me? Not sure). I've seen several other posts about this packet loss issue over the last year or so on the forum, and would love some additional support to either verify or move past this as my major issue. Thanks! Quick packet test logs below. Sorry if the formatting gets mangled, doing this from my phone |------------------------------------------------------------------------------------------| | WinMTR statistics | | Host - % | Sent | Recv | Best | Avrg | Wrst | Last | |------------------------------------------------|------|------|------|------|------|------| | OpenWrt.lan - 2 | 193 | 191 | 3 | 5 | 51 | 6 | | 10.27.148.1 - 4 | 178 | 172 | 4 | 6 | 53 | 6 | | 96.1.214.252 - 8 | 154 | 142 | 4 | 6 | 53 | 6 | | No response from host - 100 | 40 | 0 | 0 | 0 | 0 | 0 | | No response from host - 100 | 40 | 0 | 0 | 0 | 0 | 0 | | halifax.leaf.canada.psi.net - 2 | 193 | 191 | 4 | 6 | 53 | 8 | | QUBCPQAJDR02.bb.telus.com - 46 | 70 | 38 | 0 | 18 | 92 | 22 | | one.one.one.one - 2 | 187 | 184 | 4 | 6 | 52 | 6 | |________________________________________________|______|______|______|______|______|______| WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Telus wants $7 per month to setup email address
I recently signed up for Telus Fiber Internet, which includes 10 telus.net email accounts. When I called customer service for setup, they informed me it would cost an extra $7 per month. I'm confused since it was supposed to be included at no extra cost. Has anyone else experienced this?
Someone else is watching on my account
This past summer we had a number of movies be purchased on our demand and TV shows that neither my partner and I were watching show up on our watch history. We contacted Telus they removed all of the charges and we added a purchase pin to our account and parental control as well. We changed the account password too. This past week we’ve noticed that there are TV shows that neither of us have watched up here again on our account and this week they decided to rent Lilo and stitch which appeared on our bill this month. I have tried to contact Telus all evening and have been on hold for well over an hour. Does anyone have any advice? We also changed our account password when we first saw unknown shows, but there are still new shows today on my on demand.Call Screen Not Working
Does anyone know how I can get this feature to work. It used to work but now I get a recording saying the call can't be completed to *60. There is no one at telus technical support who knows what this feature is or how it works. I've been on the phone for hours and sent numerous messages on the Telus app but there is no help available. There was a ticket open but they just closed it without fixing the problem.
protection numérique - pas visible dans mon espace client
Le 20 octobre 2025, j'ai souscrit à la protection numérique propulsée par Norton et j'ai été servi par l'agent X330837. J'ai reçu un courriel de confirmation (no. 9174389834713592996) et un no de compte. Mais je n'ai jamais reçu le courriel d'activation de Norton. Depuis le 20 octobre, Telus me transfert d'un service à l'autre sans jamais me répondre vraiment. On me dit que je n'ai pas le service, mais je le vois dans mes "ententes de service" avec le numéro de client qu'on m'a donné, mais ne le vois pas dans "mes abonnements". J'ai fait une plainte au CRTC et à Telus, mais j'aimerais qu'on règle mon problème. En passant, le service à la clientèle/soutien technique de Telus est passé de bon à très mauvais et je ne recommande à personne de prendre Telus
EQUIPMENT RETURN
SO CANADA POST WAS ON STRIKE SO I COULD NOT RETURN TELUS EQUIPMENT. I PHONED TO TALK TO A TELUS REP WHO TOLD ME NOT TO WORRY ABOUT IT. THEN THEY SENT ME A BILL FOR THE EQUIPMENT? THEY DID NOT SEND ME A PACKING LABLE TO SEND THEM THEIR EQUIPMENT. NO ATTEMPT ON TELUS'S PART TO CONTACT ME OTHER THAN THE BILL. TALK ABOUT LOUSY CUSTOMER SERVICE!
