Forum Discussion
Having the Worse Customer Support Experience to Getting my Internet Line
I decided to apply for a new internet line for the new house I'm moving to.
Everything was set for today February 24, 2026, I took a leave of absence also because our IT was gonna set up the VPN so I can work from home. Since I'm in Canada, a Bell line apparently was needed for Telus. The Bell tech came but couldn't do anything because Telus filed the wrong type of ticket.
Customer support were unhelpful. They booked me on several days but the same ticket. They would then disconnect and I'd have to call again.
Telus tech did still come and he was kind enough to call CSR and Telus made another ticket.
Bell tech after, the ticket filed for Thursday was the same thing.
Called Telus again. And the agents I had we're very unprofessional. They kept trying to re-book me for next week on days I'm not available. I tell them that's not possible and please keep the February 26 schedule but change the ticket type so Bell can work. They would then "transfer" me to someone or put me on hold and then they'd end the call. I got fed up and asked the final agent for the bell number and he basically told me to hang-up now.
Called the number he gave me, I think it was a fake number as I kept getting dropped.
Searched the internet for Bell customer support. Was able to talk to a very nice agent.
I'm currently on call with him right now as I type this.
And you know what, he is giving me a freaking good deal to switch to Bell. It's the same company technically, but I feel especially disrespected by Telus.
I am currently paying 106 dollars for mobility with the add-ons (international calling) and adding the 75 dollars for home internet, I would be paying 180 dollars a month to Telus.
Bell is giving me a good offer. Better mobility and home internet by February 26 for only 100 dollars plus tax.
So, I'm now switching. I contemplated on not posting this as I am now no longer a Telus customer. But well, I guess this is also my last post being a Telus customer since 2021.
8 Replies
Thank you for posting this. If I have read your post, I would have never ordered telus internet. Waiting for it for 3 months by now...
Why am I unable to reply here?
TELUS_SupportOfficial Support Team
Hey rodlars1985 - We’re really sorry to hear that your experience wasn’t a positive one, and we understand how disappointing that can be. Our goal is always to provide reliable service and support, and we regret that we didn’t meet your expectations this time. Your feedback is truly important to us, as it helps us identify where we need to improve. If there’s anything we can do to address your concerns or earn back your trust in the future, we’d truly appreciate the opportunity to do so. Thank you for taking the time to share your experience with us, we genuinely value your feedback.
Just to show how inept some of your agents are, in the middle of my call with the Bell tech, one of your agents sent me an email canceling my pure fiber account. That was the final nail on the coffin for me.
I did not request a cancelation, I just needed confirmation for my February 26 schedule. But your agents were unprofessional and pretended to transfer me to a supervisor or manager and then the call would abruptly end. They did it multiple times. And they would schedule me dates I didn't want, or account changes I never asked for such as the cancelation.
Today, I received an email that technicians will be arriving tomorrow. It just shows how bad your ticketing system is. I could have ignored the message and let those technicians find out tomorrow that you guys already canceled my internet account and waste their time. But I'm not that kind of person.
I called to confirm if my account was canceled or not. Your customer support was busy, so I chose the call back option. And guess what? I did get a call back, to press 1 to talk to an agent, got routed to a non-Ontario customer rep and had to be connected to Ontario reps and GOT PUT ON HOLD FOR ALMOST 30 MINUTES.
You guys suck so bad.
On the second try, same thing happened. So, I had no choice but to wait. Then got through an agent who did cancel the tech visits tomorrow and it put me on hold for almost 30 minutes again.
And now I have to return the modem you guys sent me. Don't worry, I will. I don't want to deal with Telus ever again.
- TELUS_Support
Thank you for sharing your experience with us. While we’re glad you were able to connect with an agent to resolve the immediate concerns, we’re sorry that the challenges you faced led to your decision to cancel your services with us. We appreciate the time you’ve taken to provide detailed feedback, as it helps us identify areas for improvement. While we’re sorry to see you go, we sincerely hope we’ll have the opportunity to serve you in the future.
I did not consent to this yesterday. Your agents are untrained and unprofessional
My reply didn't post through but here it goes again. If it gets deleted then it's on you guys.
I wasn't planning on switching but in the middle ofbmy conversation with the Bell tech, someone sent me this email.
I never requested this. It felt like a passive aggressive way to force me to reschedule. This is what your customer reps were doing yesterday, rebooking me on days I never wanted.
I don't are what beef you have with Bell, the customer is not responsible for that nor should we get consequences because of it.
I felt totally disrespected yesterday, the agents who dropped the calls didn't even give me a callback. I spent almost half my day finding answers.
If this reply gets deleted again, then you guys suck real bad. I will not be recommending Telus to my family and friends.
