Forum Discussion
Terrible customer service
For all of you that are looking at getting a good customer service from Telus, don’t expect it anytime soon. I’ve had over 15 phone calls trying to get a new service installed at an our new house tha...
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.
