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Forced upgrade, not honouring our old rate
So our apartment building in Esquimalt was set up for fibre, with a port over each door. We were told we didn't need to upgrade. Then we were told we did need to have the new fibre internet installed because the copper system would be dismantled and were given a day for techs to enter. Voila, our internet stopped working on a weekend because they dismantled the copper system before the tech guys visited. Put in a ticket, the tech guys came and installed the new fibre system. Told them we didn't want or need a high speed tier, and they told us we'd get a break on the price for the inconvenience of no internet for several days, 75$ or something. Never happened, of course. But here's the real issue-- the guy who came around to set up the initial installation dates for each unit looked at our account, and said that we could get our old copper rate of 84$ per month grandfathered in if we called before August (the date our 2 year intro plan expires and becomes about 140$, a ridiculous amount for basic internet). Well (after the usual nightmare of navigating the AI screening system) my husband just spent an hour on the phone with a guy who a) couldn't seem to get it through his head that our fibre system was already installed, b) kept trying to upsell add-ons or higher speed tiers that would supposedly make our bill cheaper, and c) said he would transfer to a supervisor, but disconnected instead and called back only to offer the same un-helpful options. The upshot is we are going to have to escalate outside the company because Telus is not honouring what the rep told us was possible -- keeping our old rate of 84$ if we called before the August renewal daUnfortunately this is typical of Telus now, the worst service, long phone waits, inconsistent advice and a failure to honour promises re rates.
Issues cancelling Stream+ (not showing on account)
I am being charged for two stream+ subscriptions but on my account there is only one subscription showing. I have called support multiple times over the last 4 months and each time they assure me this extra subscription is cancelled but each month I still get billed for it. Does anyone know how to get rid of it if you can't see it on your account?
Unable to register account
Hello! I signed up for internet on June 20th, and had the installer come and hook up the internet yesterday (July 3rd). The internet and TV all work excellent, but I am unable to log-in or register for MyTelus. I understand that that is where I will see my bill, so I'm rather anxious to get in there! When attempting to register my account, I am able to get all the way to creating a password and setting up my account profile, presumably the last step, but when I try to continue I am given a "Sorry, something went wrong, try again later." I have tried both on my phone and laptop (I've deleted and reinstalled the app, and on my computer I have tried a separate browser, and using a private tab). No dice! Do I just need to be more patient? I am wanting access to one, familiarize myself with the system, and also so I can personalize my OPTIK TV channels. Thank you!
Account Number for Payment
I cancelled my internet several months ago. I want to make a payment through my bank, but it requires a 10 digit account number and the only one I have is 9 digits. I no longer have access to the home services account and the AI chat is useless. Does anyone have a solution?
Equipment Return
Hi, I dropped off my Telus equipment for return at the post office on July 2nd, and realized hours later that I forgot to add my Telus billing account number to the package. The tracking number is: 4000477808637994 Is it possible to get my information associated with the package? Thanks
Telus Bill/Cancelled Service
I cancelled my Telus Account by telephone on May 19/26. (Agent-Abdul) Abdul informed me that because my home telephone # was being ported, the Telus account couldn't be cancelled until the porting took place. The porting occurred on May 26/26. Later, that same day, I returned the equipment via Canada Post-tracking #4000477736315995. You can imagine my surprise when I received a bill for Telus services this evening for the month of June ($316.47). I would like to be assured by email that this is incorrect and that there is a 0 balance on my account.returned telus hardware
I am contacting you to ensure my account is noted regarding a hardware return sent via Canada Post on May 26, 2026. The tracking # is 4000477736315995. I have kept my physical drop off receipt and also pictures taken of the equipment packed in box for mailing. The tracking information on the Canada Post tracking has not changed since May 26 (1 month). I am concerned that I will be billed for unreturned equipment because of Canada Post failure to deliver in a prompt time frame. Thank you.
