Forum Discussion
**TELUS Cancelled My Internet Without Consent & Issued a New 24-Month Contract**
I am extremely disappointed with how TELUS has handled my home internet service.
On October 16, 2026, TELUS cancelled my internet without my authorization, leaving me without service. I was told the cancellation was related to another customer's order associated with my address.
Over October 16–17, I spent approximately 7–9 hours contacting TELUS support, dealing with long holds, transfers, and unsuccessful attempts to reach a manager.
TELUS eventually reactivated my internet, but I then received a new 24-month agreement showing $65/month plus tax, compared with my original agreed price of approximately $48/month plus tax. The new agreement also includes an early termination fee starting at $480.
I never requested cancellation of my original service or knowingly agreed to a new two-year contract.
After reactivation, I waited another 30 minutes to speak with a manager but received no resolution.
My internet is working again, but my contract and pricing dispute remains unresolved.
I am requesting TELUS to:
- Restore my original pricing and remaining contract terms.
- Explain the unauthorized cancellation.
- Provide proof of my consent to the new agreement.
- Remove any unauthorized commitment and termination fees.
- Provide outage credits and fair goodwill compensation for the disruption and hours spent contacting support.
I have already raised this through TELUS support and formal messaging channels.
Can a TELUS moderator escalate this to a customer relations manager who can resolve the issue?
I would prefer to resolve this directly, but I am prepared to escalate the matter to CCTS if necessary.
I can provide supporting documents privately to an authorized TELUS representative.
1 Reply
OMG. I was just on the phone yesterday with supervisor and was told I was going to be billed $14+ for my emails that I've had for decades! WHAT?! She said I signed up for it in April. I told her I did not! But why wasn't I being charged all this time? She said she was going to take off the charge for me as if she was doing me a big favour! That really didn't answer my question. I always thought email was included in my internet plan as well! I told her I moved in April but I was told everything would remain the same. But my main reason for calling was to renew my Internet plan. I asked if they could reduce it as my friends were paying $40/month or at least keep status quo $50. I'd called about week ago to ask same thing and wouldn't so I said I was going to call around different places and call back. Well I found out that they had gone ahead and was going to cancel my internet at the end of this month and had not told me. So I said you mean that I would have just lost internet at the end of this month without any notice?! She said yes maybe. OMG! I'm done in the same phone call she offered $70 instead of 50 and then went up to $75! I've been a long time customer since Telus was BC tel through all the incompetencies of Telus and all the issues and hours and hours on the phone and this is how they reward loyal long time customers. So done.
