Terrible customer service

Update #2 3 pm local time, called to CS and was informed the issues with their system are not resolved and that’s why I did not get a call back this morning. Just give me a heads up please. They will contact me when the issues are resolved. 

Update May 9, 2026

several calls later our system in the new house is complete. And early. Our fiber was installed on time and an earlier appointment was available for May 5. Great! Our installer Rob was terrific and so far we’re extremely pleased with the new setup. 

But… yesterday I called customer support to make sure our old location was being cancelled on May 10 like we had planned. Turns out it was in the system, but there were issues the first 2 agents could not actually deal with. The first guy said he didn’t want to take an hour waiting for a loyalty, cancelation agent so gave me a number to call which brought me to an endless loop of health care products I didn’t want. 3 times I called that number same ****. Called CS again and the 2nd agent finally transferred me to a loyalty agent (another hour) who spent almost 30 minutes trying to figure out what was going on. He explained the issues and asked if I was okay with it, he would take the time to figure out the issues and would call me back at 10 am my time Saturday morning and either will have fixed the issue or would make sure we cancelled the old service at that time. Great maybe the nightmare would end. 

10 am came and went no call back. It is now 2 pm Saturday and nothing. The nightmare and frustration with customer service continues. I love the product Telus has to offer, the costs are acceptable but this customer service experience has been terrible. I hope I’ll get some traction once again with this rant. 

Thought everything was solved. Nope got a phone call back the following week saying oh because we haven’t had the fibre installed they’re cancelling our appointment on May 4 for the install of the services. I called back again to once again figure all this out. 2 more hours on the phone. Was told that they’ve  set up the fibre drop and they will have the fibre contractor contact me. They did this past week and once again I said we don’t take occupancy until May 1 and they told me they will have to get an extension as once they get the order they need to do it ASAP. Today got a call back from Telus and for the first time, I heard that they need at least two weeks after the fibre drop has been done to schedule our install so now our May 4 appointment has been canceled. It had been moved to May 5. That’s been canceled. It’s then was moved to May 6 that’s been cancelled and now we have it on May 15.

 This entire experience has been frustrating beyond belief. I strongly urge you not to use Telus and if you need to book services phone a week or two before not what I did which was several months before to get it all set up, thinking I was doing the right thing.  Obviously I was wrong.  If I could, I would never ever use Telus  service again. This is absolutely ridiculous and I hope a supervisor is reading this and I hope you can figure this out because this is not a good experience. I’ve had numerous conversations and for the very first time today two months after I’ve initially booked the service I found out that no what I was told in the very first phone call was wrong and every problem encountered throughout this experience was due to a mistake during that conversation.