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Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.
West Vancouver weak signal
I live exactly 10 minutes from downtown Vancouver (when the Lions Gate bridge has no traffic) but there is almost no Telus mobility signal. Thousands of people are affected by this problem in West Vancouver. 80% of the time when we receive a call it goes to messaging. 100% of the time that we can connect, the connection is partly garbled or intermittent with long periods of silence, and 50% of the time the connection drops after a while. Many of us have land lines just because cellphone service up here does not work as required by law. I was told this is because the closest cell tower to the upper British Properties (Chartwell/Eyremount) neighborhood in West Vancouver is in Ambleside by the ocean, about 3.5 km away. I received a text from Telus today that said <<TELUS Msg: Valued Customer, our network in West Vancouver just got better. ... This investment in a new cell tower will mean fewer dropped calls, faster loading times and a more reliable connection in West Vancouver.>> When I clicked on the link provided (telus.com/sl/mPNaz5O9pJ), it gives a list of "cities with improved coverages", BUT West Vancouver is not one of them! What is the problem? Why is a cell tower missing in the first place? Why is Telus installing cell towers but ignoring thousands of customers in our neighbourhood only 10 minutes away from downtown Vancouver? Why does the text message imply a new cell tower but the list does not include West Vancouver?
Telus website, app, and chat are garbage
Wow, where do i start? The website has a linking problem between the Mobility/Manage/Pre-Auth function and the next page that should launch. I tried using the app and it just open the webpage. I told the chatbot this and it was dumber than a sack of hammers, including NOT EVEN KNOWING WHAT THE PROPER TELUS DOMAIN IS. After nearly an hour of trying to work with the chatbot i phoned in, navigated the complete trash phone support system and got a human. The human fixed the situation in 10 minutes flat. Telus - why don't you spend more time and money on your website and automated support instead of phoning me every day trying to get me to buy more of your services. 0/10
Overseas scammers pretending to be TELUS
The scam involves calling people with a fake promotion and getting them to order an expensive smartphone. More details in this video: https://youtu.be/D_sqkuw95Xs?si=D2RfxjasSRC8QFI2 At about 18:35 the scammer says that "Someone told us when we steal the phone...Then they(the victim) get the refund from the company."
International Travel Passes
New to the Forum. Has anyone heard if Telus/Koodo have any plans to add International Travel Passes the way Bell and Rogers have. Instead of the daily rate of $18/day that Telus/Koodo charge for Easy Roam, with no cap, Rogers and Bell both have 14 day International packages for $100, and 30 day International packages for $110. 30 days of Easy roam for International equates to $540 vs $110 with Bell or Rogers. Clearly not competitive and if those two carriers can provide it, there is no reason why Telus/Koodo can not Thank youPartial Charges on bill incorrect
I signed up 5 lines with Telus Mobility at the Shopping Centre and when I ported over and installed the SIMs I saw the plan and charges were incorrect in MYTELUS. I called into Loyalty the next day and the agent made the fixes. Today I received my 1st bill and the monthly charges are all correct after all the discounts are applied but the PARTIAL CHARGES seem to be wrong. After discounts each of my lines comes to $25/month + tax. However, the partial charges for Nov 29 to Dec 6 (8 days) is $18.33 plus tax. Prorated the partial charges should only be about $6.xx per line. I called in and after explaining the situation the agent said my main plan cost is $70/mo so that is why it's $18.33 prorated. I told him that it doesn't makes sense because my monthly is only $25/mo, so where are my partial discounts? I suggested I could speak to another agent if needed and now I am currently on a very long hold that doesn't seem to be going anywhere. Am I wrong on the partial prorated partial charges? How can Telus charge 73% of a full month for only about 26% of the days. I didn't request a plan change, it was a setup mistake on Telus' part from the start. Can anybody from online support please assist as I'm about to hang up on the hold as the agent said I was being passed right over to another agent but it's been a long hold. Thank YouNo Service on Telus SIM card
Hi, I have tried all of the troubleshooting steps (including resetting network settings) and I still have no service on my iPhone. I have also tried other iPhones with this SIM card (does not work), and other SIM cards in my iPhone (does work). It's been like this for a few months now and Telus phone support cannot help me. Is it possible to check if your SIM card is active somewhere? Thanks!Porting out Telus #: First name is misspelled on Telus account
Does Telus reject porting requests if a name is spelled incorrectly? I filled out the porting request on Koodo's website using my legal first name. The name at Telus, however, is spelled incorrectly, apparently. I only noticed this when I claimed some rewards in advance of cancelling my account at Telus. I called Telus about this and the agent couldn't tell me the name they had on file. Should be a no-brainer, but it's not... when I log into my Telus account online, I see the legal version of my first name. When I open my bill as a PDF, I see my first and middle name initials. And when I redeemed some awards points, I saw a spelling of my first name that was never legal. Also, when I click on my Billing page, all that appears is my first initial and last name. So based on all these variations visible in my Telus account, which version of my first name am I supposed to use for my porting request, assuming Telus rejects the initial one? Thanks in advance for assistance.
