Forum Discussion
Ongoing Issues Since Signup – Wrong Equipment, Billing, and Internet Problems
Hello,
I’m posting here in hopes of finally getting proper support and resolution, as our experience since signing up with Telus has been extremely frustrating.
We signed up for TV, Internet, and Home Security on December 21, 2025. In just one month, we’ve had multiple issues that remain unresolved.
First, we were sent the wrong security equipment (3 outdoor cameras instead of 1 doorbell camera and 2 outdoor cameras). After several follow-ups, we were told this was corrected, but then the replacement doorbell camera was shipped to the wrong address in British Columbia, even though we live in Edmonton and our address on file was correct. We later found out our cable box was never shipped at all — yet we were still billed.
It’s now been over a month and we are being charged for products we have not received.
On top of this, our 1 Gig internet has not performed as expected despite minimal usage (2 phones and 1 TV). Our concerns were dismissed rather than properly investigated. On January 18, our internet was down for the entire day while our neighbours with Telus had no issues, which is very concerning.
We’ve made multiple store visits and calls to support, yet nothing has been fully resolved. This is not the experience we expected from Telus, especially as new customers.
At this point, we are looking for:
- Immediate delivery of missing equipment
- Correction of our billing
- A proper investigation into our internet issues
- Fair compensation for the ongoing inconvenience
We’re hoping someone from Telus can step in and take ownership of this situation.
Thank you.
4 Replies
TELUS_SupportOfficial Support Team
Definitely not the experience we want for our customers. We'll send you a private message to discuss further.
Also heads up, pay attention and check your post. They are deleting peoples complaints, I have had to repost mine 3 times just for people to be aware and they dont let it stay up.
- TELUS_Support
Hello again! As we stated publicly in our reply to your recent post, those were removed as they go against our Community House Rules (specifically, the section concerning spamming). You posted the same thing numerous times, in non-related areas of the forum. We again recommend checking out the Community House Rules at your earliest convenience.
We've removed your other reply here as well, as once again it's unrelated to the original post and simply venting. If you have anything you'd like to discuss, you can always send us a private message and we'll be here. Otherwise as mentioned, please stay on topic and keep things civil.
You might consider that TELUS has made it so frustrating to connect with anyone to get issues resolved, that your customers are forced to leave their comments wherever they can find a place to express themselves.
