Forum Discussion
“Persistent TELUS Mobility Signal & Network Issues on 3 Lines – Looking for a Resolution”
I have been a TELUS Mobility customer with three mobile lines, and my monthly bill is approximately $400. Unfortunately, for quite some time I have been experiencing persistent weak signal and unreliable network service, including in regular city areas.
This is not an occasional issue in a remote location. The weak signal and connectivity problems happen frequently and are affecting the normal use of our mobile services.
I have already contacted TELUS customer service and raised a complaint, but so far I have not received a satisfactory solution. During one conversation, a representative told me that TELUS cannot guarantee service everywhere.
I completely understand that no mobile provider can guarantee perfect coverage at every single location. However, I don't believe persistent weak service in normal city areas should simply be treated as something a customer has to accept, especially when it affects multiple lines over a long period of time.
TELUS offered approximately $300 as a bill credit, which I appreciate, but my main concern is not the credit. I need reliable mobile service for the three lines I am paying for.
I would like to know:
- Has anyone else experienced persistent TELUS signal or network problems in city areas?
- Were you able to get TELUS technical/network support to investigate the issue properly?
- If TELUS cannot provide reliable service, what options are available for customers who need to move their lines to another provider?
I would appreciate it if a TELUS Community moderator or support representative could advise me on the appropriate escalation process. I would prefer to resolve the issue directly with TELUS.
Thank you.
6 Replies
Thanks for sharing your experience. I completely understand that concrete buildings, high-rises, tower congestion and other environmental factors can affect cellular signals indoors.
However, my issue is not limited to my home or one particular building. I am experiencing weak and unreliable service in different locations, including regular city areas and while travelling around the city. That is why I contacted TELUS technical support.
In my most recent conversation, the technical representative acknowledged that there are currently significant network issues in some areas and that they may not be resolved quickly.
I understand that no carrier can provide perfect coverage everywhere, but when the problem is persistent across different locations, I believe it is reasonable for a customer to ask for a proper investigation and solution, especially when paying for three lines.
I appreciate your feedback and sharing your experience. Wi-Fi calling can certainly help at home, but ultimately I would like the cellular service itself to be reasonably reliable when I am away from Wi-Fi as well.
TELUS_SupportOfficial Support Team
Hey shahbazpasha - are you experiencing these issues with 5G+ or LTE?
Hi, thanks for your response.
The main issue is the network signal itself, not specifically whether I am connected to 5G+ or LTE.
As I mentioned in my original post, I have been experiencing network issues since April. The problem affects not only mobile data/internet but also basic calling service.
For example, one day while I was in Newmarket, I had no usable signal and was unable to make even a normal phone call. I also frequently experience very weak signals in different parts of the GTA.
So my concern is broader than 5G+ or LTE performance. The basic network coverage and signal strength have been unreliable across multiple locations for several months.
I would appreciate it if TELUS could investigate the overall coverage/signal issue rather than treating this only as a mobile-data or 5G issue.
- FuzzyLogic
Community Power User
I suspect the most likely reason affecting you is tower congestion. This may be of interest:
Why is phone signal getting worse, and what can be done? | Cerillion
Thank you for the information. Tower congestion could certainly be one of the reasons, and I appreciate you sharing this.
However, if tower congestion is causing the problem, I believe TELUS still needs to address it. I have been experiencing these issues since April and across multiple locations, not just in one specific area or at one particular time of day.
I am paying for regular mobile service, so I should reasonably be able to make normal calls and receive a reliable signal. If the network is consistently congested to the point where customers experience very weak signals, poor data performance, or difficulty making calls, then additional network capacity or other improvements may be required.
I hope TELUS can investigate the actual cause and provide a long-term solution rather than this continuing indefinitely.
- FuzzyLogic
FWIW I often have to use wi-fi calling in my home in downtown Edmonton. There is a Telus cell tower less than two blocks away.
This is primarily related to the number of highrises around me and the fact that my building is mostly concrete. Also there could be too many users accessing the same tower at the same time.
Depending where I am in my house my phone will switch between wi-fi calling and cellular. Currently my signal strength shows 1 bar at my desk.
