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Confusion around "travel" information and the 5G+ Complete - Unlimited Explore plan
I have a phone on the 5G+ Complete - Unlimited Explore plan. When I go to "Travel" on My Telus and I put in a country that I understand is supposed to be covered by this plan for calls and data roaming - eg. Australia (one of the 68 destinations covered) - it says "You're covered for Australia with Premium Easy Roam INTL - pay per use" instead of the saying "You’re covered for Australia with your 5G+ Complete Unlimited Explore". If this is true, there's clearly a problem. This plan says: - Unlimited talk and text in Canada and 68 international destinations - 5GB/day of roaming data in 68 international destinations at full speed, and unlimited data at up to 512Kbps thereafter - Easy Roam from $5/day outside included 68 international destinations.
Exceptional support
I had some issues with my bill but this one person ayleen from the expert messaging team really helped me out overall, on clarity and helping me save money on my bill i would give them more than 5 stars if i could, (was trying to give 5 stars after the ticket closed but was a bit buggy so i had to post here so their help doesnt go unnoticed)
Escalation Inquiry
I am trying to find out how to escalate my complaint pass the Escalation Manager. The below story really happened. I must admit that if someone would told me this story I would not believe that in this day and age something like that can happen, but as it happened to me I know that is true and what is more I can prove it. Every word of it. Just to summarize, on March 18, 2026 I received an offer from Public Mobile/Telus (via sms) and after 2,5 months the offer is not finalized, and during that time: - the Telus employee bluntly refused to finalize the Telus offer, while literally laughing in my face, refused my request to see his supervisor, and called a security guard to remove me from the store, the security guard after hearing my side of the story not only did not remove me from the Telus store, but allowed me to speak with manager, who provided me with misinformation (commonly known as lies), refused to provide me with the name of the rude employee, refused to contact her superiors for instructions on how to finalize the Telus offer she claimed she was not familiar with, and refused to finalize the offer - the Telus employee violated the policy of the Office of the Privacy Commissioner of Canada, by mishandling my drivers license without my knowledge and consent, and taking pictures of me - the Telus employee violated Canadian Credit and Consumer Protection Laws by conducting unnecessary credit check without my knowledge and consent - the Escalation Managers provided me with misinformation (commonly know as lies) on numerous occasions, constantly backtracked on their own proposals, ignored my proposal on how to solve the situation and allow me to finalize the Telus offer, and refused to provide me with the contact information to their superior in order for me to escalate my complaint as I decided that I have no other choice. That is why I need the contact information to lead/head manager of Telus Escalation Management Team for Alberta or Western Canada. I appreciate your help in this matter.
Delivery issues with online Mobility upgrade
I decided to upgrade my phone online as I was due for a new device in June, and the deal online was very good. There was no option to pick the device up in store, and I did not see any warning while placing my order that online orders are to be delivered during business hours ONLY. If I had known that, I never would have placed an online order as I work Mon-Fri I can't take time off of work. Ordered new phone on Tuesday, it was shipped Wednesday, FedEx attempted delivery Thursday & Friday during business hours- again, I did not realize they would only deliver during those times. On Friday, FedEx sent the phone back to Telus Calgary. Spoke to Telus customer service on Friday, she said once the phone is returned to the warehouse and processed the order will be cancelled and I can re-order the device/plan I originally chose, and select pick up in store. On Tuesday the phone was delivered back to Telus. The following Monday (June 8) I emailed telusorders for an update on the phone. Then I called customer service 1-866-488-2709. He said he was going to check with the warehouse on the status of the phone. He called back, said they haven’t inspected it yet for the return process. He said no I cannot order a phone online and pick it up in store. First 2 reps both told me I could. No control from Telus over courier delivery time & day. FedEx won’t let me change pickup point online on my end. He said to try contacting Telus again in 1-2 business days after the return team has inspected the phone. Wednesday June 10: over 48 hours since I emailed Telus order team, no response. Order still says “shipped” on order tracker. I need to return this phone by June 26th or pay the owing amount on my bring it back plan. Two business days later, there is no update, no email from the order team, and I am still without the phone I tried to upgrade to over two weeks ago. To say that I'm unimpressed, disappointed and frustrated as a customer of 7 years is a massive understatement.
Dropped calls 5G Samsung phone
I have a Samsung S22 Ultra. Over the past week (Let's say June 1, 2026), my call drops on the 1st ring. If I reboot my phone and make the call then it goes through. Same issue over and over. When someone calls me it rings once and they end up in my voicemail. I called support and they did a network reset on their end and I did the same on the phones settings. I ended up visiting a phone store and they said the problem is with 5G and Samsung and Telus is aware. In the meantime I need to switch to LTE only. This seams to have fixed the dropped calls but I need to know when I can switch back to 5G. When will this be fixed?