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Contract renewal doubled in price
Our Internet contract expired and when I called to discuss renewal options, I was told that after all the discounts I was eligible for our new monthly rate would be $120+tax- double what we're paying now. We were left speechless. When I asked about the offer on the website for the same plan for $85 per month, I was told that existing customers are not eligible for those plans. Since when are existing customers being absolutely price gouged for their loyalty? We will definitely be changing providers but now I have to call back and wait on hold for hours just to cancel our services?? Year after year, dealing with telus is just getting more ridiculous.
Cancelled upcoming installation but no confirmation
I had an upcoming installation in August and the start of a two-year agreement, which I decided to cancel. I arranged the cancellation of this installation and the agreement with an agent, who said that a confirmation email would be sent. This has not arrived. I see in My Account on web that there is no mention of the installation anymore but the agreement is still there, along with language like "Your first bill will likely be higher than you expect due to one-time charges and other factors." and under "Billing": "We're putting together your first bill." I shouldn't be charged anything at all, should I!! Do I need to contact them again??
Unable to view channel 1981
We have TELUS TV plus and are unable to view, find channel 1981 (BCFC BRITISH COLUMBIA FOOTBALL) within my TV guide. Please be advise we have a friend who has TELUS optic TV and is able to view this channel This channel is suppose to be a free channel for all TELUS Customers throughout the months of July to October, however we are unable to locate this channel. Please can you help in assisting us with being able to access this channel. We have contacted customer service 2 times today with no success in being able to resolve this problem. Thank you!
Help! I got scammed and Telus refuses to cancel my accounts.
I need the support with my business mobility and business Wi-Fi accounts. They have been created with my old email which was compromise. I have contacted Telus multiple times since September 2025. I have made numerous disputes and received no resolutions. I was told that I would be assigned a case manager but haven't had one yet. I am not receiving any follow-ups. I would like my accounts canceled as soon as possible. I am very frustrated with Telus and their customer service considering this is a case related to identity theft with an assigned police report. I strongly considering pursuing legal action against Telus.
Renewal Nightmare
Hello Neighbours, Renewing home and mobility services this June/July has been shocking problematic. After struggling to obtain service that wasn't outright combative, I was finally able to secure passable agreements for both home and mobility with reps over the phone. Neither agreement of the agreements that were actually applied reflected what was agreed to. After hours and hours over phone and messaging with various telus reps, I thought that the items had been resolved with a manager local to me only to later realize there were still issues with the billing. Efforts to get these issues straightened out has been futile. I have not heard back from the manager/complaint resolution specialist within the promised 48 hour timeframe. Is there any department that can actually review prior call recordings, honour what was promised, and sort their way through the accounting mess to find resolution? At this point, I would honestly expect better than promised given the difficulty. Is filing an official complaint with CCTS or CRTC really the only option to get these issues properly resolved? After 20+ year with telus, I am absolutely bewilderedPossible Phone Scam
I received a call today from a number showing Telus as ID, phone number was 604-636-7446 stating that they could get me a discount by starting a new 2 year contract as mine had expired. They stated, current charges on my account that were correct but could get me a saving of approximately 30% which sat about the value of a new account on a different provider they asked for DOB to verify and would be in touch a few hours later, nothing came through. When I checked back on the call it sometimes shows Telus or New Westminster as location. I have tried to get through the AI assistant to speak to someone but earliest appointment is 3 days away, help line was shut. I have reported to Department for Security but have concerns that it will be an attempt for identity theft.How to Proceed
I was with Telus previously but moved to an area that Telus does not serve so I had to cancel. I returned my equipment via Purolator and thankfully (at the urging of the Purolator Agent) I kept my receipts. About two months ago I recieved an email from ARM saying that I owed money. Called Telus and since I had the proof that I returned the equipment they removed the debt and I was told everything would be fine. A few weeks ago, I got a notification from my bank that my credit score changed. It was from the collection agency for Telus. Called Telus again and was told that they would rectify the mistake. About a week later I checked my credit score and it was fixed. This morning I woke up to another notification from my bank because there has been a change in my credit score. Again, it is from Telus but this time it is from a different collection agency. I am at my wits end and would really like some advice on how to fix this. Each time I have called Telus they have refused to send me proof that my account balance is at zero and I have been asked to trust them. Obviously the trust is gone. How do I proceed?Converting Telus Rewards limit
I am trying to convert my Rewards to Westjet points, but it is grayed out and it says I have 0 transfers left. I have transferred my points 3 times before, but I thought the counter would have reset by now, and I can't find any documentation that says there is a limit to transferring points. Does anyone have this issue, or know the amount of time before the counter resets to be able to transfer more points?
Services Transfer Error
Hello! Just at a loss and extremely frustrated - hopefully I can get some help or clarification from anyone that's been through this. In Jan 2026 I transferred home services from my name to my grandmother. I was on a three-way call, a Telus technician at my grandmother's home called Telus on her behalf, and they called me to verify my info and transfer of all services from me to her. In January I was told that I was no longer associated with her account. In Jun 2026, I start receiving phone calls from a debt collection agency. Apparently my grandmother (and her new caretaker) did not pay her bills (she was in/out of hospital). Telus chose to bill me instead of my grandmother for reasons unknown to me. After numerous calls, Telus finally tells me Jun 30 2026 that the error was on their end, they see the transfer of services, and shouldn't have billed me. They say I'll receive a callback Jul 04 2026. I don't. So I can in again today Jul 08 2026 - now I'm being told there is NO transfer of services on their end and the account remained in my name therefore they could continue to bill me. I am so confused. The debt being sent to collections dropped my credit score during a time that my husband and I are trying to purchase a home. I'm so frustrated. Short of a CCTS complaint, is there anything else I can do besides calling in over and over to get this rectified?