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Bug in Credit Check Webform
Forgive me if this is the wrong place to post this, but I can't find support for Telus' website or app. I can't add a mobile service to my cart. During the "Verifying details with a credit check" step, I get an error saying my BC driver's license number is invalid. See screenshot. I tried different family members’ BC driver’s licence numbers and none pass validation. It appears to be a bug in the web form.
Telus Rewards - Incorrect Tier
I am a gold tier currently - however, I have 4 services and should be at minimum Platinum, I keep calling and getting a run around how they are unable to see why and that a rewards team member would look into it, ITS BEEN MONTHS, and 4 attempts and I am STILL at Gold Tier.. losing out at all of these points and additional perks :( ! ANY ADVICE WOULD BE REALLY NICE, how to get my tier level updated ALL OF MY ACCOUNTS ARE LINKED - clearly states "2 accounts 4 services"!New PVR issues
The PVR on the new boxes is not nearly as good as the old one. It kept recordings as long as there was space in the memory. The new one only keeps programs for 90 days. The old one recorded the program from the start no matter when you hit record. The new only on records the program from when the record button is pressed. The fast forward and reverse controls are not as user friendly as the old ones. This is a decrease in service and our bills should be adjusted accordingly.
Crave subscription
I have always had crave premium pack apart of my Pik Tv subscription. Since yesterday I haven't been able to access it, and it says I don't have a subscription. Used the chat option on the app, sent a private message and now on the phone for over 40 minutes. Passed between 3 people and no one has a clue how to fix it. Telus customer service is getting worst and worst. I've spent hours in the past month on the phone with Telus. No apologies, nothing. Just hours of my day on the phone with Telus for numerous issues. If I didn't have a year of my term left I'd be done with Telus today.
Solving an escalation
I spent 2.5 hours with Telus yesterday speaking to 3 different employees & waiting. Telus is not honoring the verbal offer that I was given by the first agent - they are redacting their statement and breaking the verbal contract that I entered with them when I agreed to proceed with the offer. I escalated the issue and requested a supervisors intervention, he agreed to look into the issue and call me back the following day at a time conducive to my work schedule. He called me back with no answer other than redacting the offer, I also requested a call back to cancel TV services as I already waited on hold to do it the day before and they were unable. I was told I would get a call this evening from a cancellation rep and I would hear back from him. No one contacted me. My experience with customer service has been horrendous. If this does not get rectified I intend on issuing a formal complaint.Payment Arrangement Not Honored and Interruption of Service
I have a payment arrangement i made on December 20th, it was due January 19th. Apparently it is not showing on my account. My account was suspended Jan 9th. I spent 2 1/2 hours on the phone to finally be transferred to a different department that requested i forward my confirmation email. I did that and he called back to say he still hadn't received it from the other department. He told me was going to call another department and have them turn the internet back on, and he would carry on fixing my account but he will be off for 2 days. Its now the 10th and my internet is still not on. I have missed 2 important online meetings and this is ridiculous. I did nothing wrong and the second person i talked to treated me like i was lying. At this point im completely done. I have been having issues with my account since last year where a payment went missing during a time i was unable to access my account. I have been over charged, passed between departments and still have no internet. Something needs to be fixed imimmediately. At this point im currently on hold AGAIN, i will be requiring all ticket numbers and names of everyone i hav spoken too including the escalation depart to make a lengthy report to the CRTC. After being a customer of Telus for over 8 years, i woupd expect to be treated fairly at the minimum. About Us Accessibility Careers Media Policies TELUS Service Status Support Contact Us Neighbourhood Find a store
Calls from General Credit Services
I have no idea why we re being harassed. [Mod Edit: removed personal information] We are continually receiving phone calls from [Redacted]. It starts with an AI assistant "Jen" who puts you on hold for 'live' agent. It either times out or once a live person answers, we are hung up on. We no longer have a Telus account, Final Balance for the cell phone was paid and Home services was paid in November 2025. We were Telus phone customers for over 25 years [Mod Edit: Removed personal information] This has been emailed to General Credit services as well
