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Closed account
I transferred my mobility plan to another provider. Telus immediately closed my account. I want to pay my final bill. I have tried, Chat, Telephone and X to talk to someone but as my account number no longer works their AI will not connect me to anyone. Telus has to be the the most difficult company to reach to pay a bill in the western hemisphere. So far I have spent over an hour trying to pay the final bill. Any chance anyone here has a contact email for someone there so I can get a copy of my final bill and pay it? Thanks,Solved54Views0likes2Comments
Last attempt to resolve account issue
Posting here in a last ditch effort to resolve an internet/account issue before filing a complaint with CCTS. I am on a 250mbps internet plan, along with tv, and some home security thing I never wanted in the first place but was told they had to give it to me as part of some loyalty plan. 6 months ago I contacted support - they couldn’t communicate with the modem on their end, they ended up sending a new modem. I was told it would be a new generation modem, but it was not. I worked slightly better, so I kept it (not worth spending another 3 hours on the phone with support) Finally the internet got so bad, with ~50mbps down and 10mbps up, and almost non-responsive at times I called again. 3 hours later, and I’m paraphrasing - “we have to send a tech out, something is wrong between the modem and the building”. I am on a 2 year agreement as a result of the last loyalty plan to keep me as a customer. I confirmed with multiple escalations that my account has always been in good standing, and that my internet speed is nowhere near 250mbbs (~50mbps on a good day). In my view I have kept my side of the agreement, and Telus has broken theirs. Multiple loyalty departments refused to waive a the cancellation fee - I offered that they just waive the fee, and move me to a internet-only 75/mo plan and some small compensation for the last 6 months (much longer, but it was 6 months since I contacted them initially) - and then this customer of 10 years will likely be a customer for another 10 years. Nope, no can do. I think I’m going above and beyond as a customer in giving Telus a chance to make things right by even posting here. So here’s your last chance.Solved143Views0likes4CommentsPending Bill after 7 years after closing the account?
Hi there, I closed my Telus account in 2018 and moved out of Canada. Last week (30 Sep 2025) I accidently noticed an email in my spam box from a company called General Credit Services about an outstanding balance of $33. First ignored thinking its a scam email. But today 09 Oct 2025, I received an email indicating its the second notice. I talked to the agent in the email and got a pretty interesting response. They say the final bill was generated and a paper copy was sent to my address in 2018 despite I had alwasy opted for email statements for years before I closed my account. She indicated that it was my fault that I did not follow the T&Cs on the "legal contract" and should have contacted Telus to check any outstanding balances 45 days after I closed my account. My question is even if there was a balance, why didn't Telus send me electronic statements and why sending it to General Credit Services in 2025 for a bill that was generated in 2018? Is General Credit Services Inc a scam company? Did I just get scammed? Btw, in order to avoid getting my Credit History affected, I went ahead and made the payment since the amount was small and it wasn't worth my time fighting. The real question is a company like Telus that is well established corporate trying to scam people like this...Unbelievable!Solved207Views0likes6Comments
Mytelus web and app login issues
I get error lgn-301 on app and trying the website it gives me incorrect password message. When I request login link it says an error has occurred. I have already reset my password once even though I know it was the right password. This has been ongoing for 3 days nowSolvedgorecp3 months agoNeighbour224Views0likes4Comments
Duplicate Mobile Account
We’ve had home services for a long time so I finally decided to open up a mobility account as well. I have two lines, one for me and one for my wife. There both under one account number however that account is duplicated under my account it says I have 3 services linked: 1 home service, 2 mobile. Except those two accounts are the same account number with the same two phone numbers. Not sure how that happened. Anyway to get rid of one? I’m a bit worried I’ll get billed for 4 lines instead of 2.Solved69Views0likes2Comments
Billing Mistake
When I log into my account I'm told the account is overdue. Your bill is overdue. Please pay the full balance now. I'm setup for pre-authorized credit card payments. I checked my credit card account and it shows the monthly payment to Telus. Here is the History transaction info August 04, 2025 Payment -$128.12 You made a Visa payment - Thank you 4742470292 Please correct this mistake.Solvedmrtini19554 months agoNeighbour204Views1like5CommentsGetting calls every 2 days for months now trying to sell me home services
Like I said in the title, I've been getting calls every 2 days trying to get me to get home services for months now. I don't know why they think I'll change my mind eventually, because I'll NEVER get them now after getting spammed with calls. In the last week (it's Monday now) I got a call on Tuesday, a call Wednesday, a call on Thursday, A call Saturday, and today I got a call at 8:30am and another at 3:30 pm. When I first got them I let them speak and it was always "we see you are a mobility customer" and then they try to push the "deals". Here's the thing. If I'm getting these calls because I'm a mobility customer, maybe it's time to look at Rogers or Bell to stop the spam. I've been a mobility customer for over 20yrs now. This **** isn't going to get me on home services, it's going to make Telus lose a long term customer. Does anyone have any idea how I can stop the CONSTANT phone calls. It's always a different number or from "British Columbia" on my call display, so blocking the numbers isn't going to work.Solvedxunholyx4 months agoNeighbour64Views0likes2Comments
PureFibre conversion billing errors
Telus promised me over and over again that the conversion to PureFibre would be "at no cost to you" and that there would be "no change to your bill". My Aug-13 bill is more than three times as high as the Jul-13 bill because all the complicated debits and credits were done wrong. Please fix this quickly before I submit a complaint to the CCTS. (I have already sent a private message with my account number.)SolvedDaveX4 months agoOrganizer56Views0likes2CommentsConnection Fee
Revised copy: I received the Canada Day promotional offer (valid until July 8th) that included the waiving of the $70 connection fee when shopping mobility online. Due to my rural address, and the pending postal strike, the system would not complete my transaction. While travelling on July 4, we popped into a Telus Store. I explained the issue with my rural address and a Telus representative advised that storefronts do not have authorization to waive fees and I would need to contact the Telus call centre to discuss a refund. We proceeded with updating my phone, adding a family member, and signing up for Optik TV. On July 10th, I reached out to Telus via the Telus Expert. I was advised that since the connection fees were not yet charged to my account (August 1 billing date) that they would flag the account for review and verify the eligibility. I reached out to customer service August 7 to confirm the review. I was informed that the Telus Store CSR notes indicated that he advised the connection fees were not refundable so they could not refund the charges. Instead, I needed to go back to the store (over a 2hr drive) and have the CSR revise his note. The Telus CSR stated that she would email me instructions of what needed to be done to have the charges reviewed. It is unfathomable that there is no one at Telus with the authorization to refund the charges. I do not understand why it is my responsibility to rectify the situation by travelling to the Telus Store etc. I feel accused of being a liar and trying to defraud them of $140. Our current monthly charges with the home phone, wifi, 4 mobility phones, and Optik TV exceeds $600. At the very least, I should have been advised of this when I first reached out on July 10th, and I would have had the option to cancel my contracts.SolvedCoriEng5 months agoNeighbour96Views0likes1Comment
Smart Hub home phone?
Friends of mine moved into a rural neighborhood and signed up for Telus Smart Hub wireless Internet. They had also requested their home phone service to be moved over too. My question is does anyone know if the Smart Hub service supports phone service? It has 2 RJ11 jacks on the back of the hub, but I don't know if their 5G system is designed to utilize it?SolvedRobG39875 months agoAmbassador85Views0likes3Comments
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