Forum Discussion
Service interruption, billing for unusable service, failure to provide support access
Device repeatedly (for over a year+) displays “Not registered on network” despite showing full signal bars. During these periods, I was unable to make or receive calls, send texts, or use mobile data. In some instances, service degraded to “Emergency calls only.” Persisted after extensive troubleshooting, including: Device restarts, SIM removal /reinsertion / replacement, Network resets, Occurred despite TELUS denying any outage. I was unable to access customer support through my TELUS service during the outage and TELUS was unable to call me (calls would drop or go right to voicemail). Using TELUS chat their representatives repeatedly instructed me to perform device-level troubleshooting, despite clear evidence the issue was network-related. Despite these failures, TELUS continues to bill me for full service.
I am being charged for a service that was not reliably provided. TELUS denied outages while service was demonstrably unavailable. Multiple devices were affected, indicating a systemic network failure. No proactive credits or meaningful resolution were offered. This goes beyond intermittent signal issues and represents a failure to provide reasonable access to essential mobile services.
Contacted a lawyer for help and since this is a known issue with Telus, they advised to file complaint with Commission for Complaints for Telecom-television Services; they have an online complaint form for consumers with telecom complaints.
4 Replies
It's a network issue - google it.
The Huawei Removal & Replacement (Rip-and-Replace): The federal government mandated that all Huawei gear be removed from 5G networks by 2024, and 4G by 2027. Removing existing infrastructure and replacing it with new, un-tuned hardware (Ericsson/Nokia/Samsung) is a highly complex process.
Improper Configuration of New Gear: Reports suggest that the new, non-Huawei equipment is sometimes improperly configured during the rush to replace old gear, causing "self-inflicted" network instability.
Network Congestion: As the network deals with the transition, it is experiencing capacity issues that are leading to slow speeds, particularly in high-traffic, rapidly growing urban areas.
Reduced Support Staff: There have been reports of reduced technician headcounts, which may slow the resolution of these infrastructure issues.Got the private message asking for more details. You don't need my name or account #. This is a network issue, not a user or phone issue.
Have provided technical details for over a year. Its the Telus network, not a phone or user issue. Telus continues to ignore, dismiss and deflect from this; thus why switching providers, reporting to the commission is all customers can do.
TELUS_SupportOfficial Support Team
Hey ZeroStars - I'm sorry to hear you've been dealing with this for over a year—that sounds incredibly frustrating, especially when you’ve already done the heavy lifting with troubleshooting and SIM replacements. While I'm not a decision-maker on billing or network engineering, We'll send you a message to get more details.
