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Six Months of Silence, Billing, and Zero Accountability from TELUS
TELUS Business has been an absolute nightmare from day one. I pay for 1 gig business internet with WiFi. The WiFi didn't work and speeds rarely exceeded 300 Mbps. When I contacted TELUS technical support, I was told the connection looked fine on their end and that I would have to pay if I wanted a technician to investigate. Translation they took my money and made it my problem. First red flag. At the end of June 2024, the home we were operating from was found to be infested with black mold and deemed uninhabitable. We were forced to move to a temporary location. I attempted to reconnect service, TELUS advised that no services were available at the new address. No fiber. No DSL. I requested cancellation. I was routed to customer retention and spent over an hour dealing with a representative who was clearly not based in Canada and struggled to communicate in English. I have recordings of the calls. Nothing was resolved. I requested a supervisor and that never happened. For the past six months, I have called repeatedly trying to get a supervisor callback. Each time I was promised a call in 24 to 48 business hours. Not once has anyone called. I continued paying the bill to avoid being sent to collections. Now that I am finally at a location that does have fiber service, I cannot complete a simple change of address. No confirmation, no follow up. The online chat rarely works. The business portal fails every attempt. Phone support means hours on hold until you give up. I cannot reach a live agent, schedule an install, or get a straight answer. TELUS expects me to either keep paying for services I could not use or pay a 2500 dollar contract buyout fee while refusing to return calls or discuss a documented situation. That is corporate hostage taking. This is the worst company I have ever dealt with. Once I can cancel without penalty, I will never use TELUS again and will actively discourage others from doing so. If you value your time or your business, stay far away from TELUS.
Run around cancellation
My wife has telus home internet and security that has no where supplied what was purchased. We had someone break into our home and steal the camera and alot of other things. Telus security could not get ahold of us so sent no one to help till 4 hours after the break in. Since then the cameras no longer record after we had to repurchase 2k+ dollars worth of security system. The internet hardly stays connected. We have been trying to cancel the subscription since January 2 2026. For the third time since then (Jan 10 2026 now) they are telling us they will call back with information to fix issues in 24-48 hours. But yet they have done nothing except run her around so that she cannot cancel the subscription and have been changing the pricing of our bills. I'm tired of my wife stressing over this issue that non of your employees can seem to fix after 6+ different people and apparently management cannot fix. It blows my mind how your company is so acceptable to scam customers who have used your services for years.
Free TV Order Delay
I signed up for telus services and was told I would get a free tv. It has now been 10 weeks since I got my services but no TV. Telus told me to reach out to Samsung and refuses to look into it. was this a scam to force me to sign up for cable that I didnt want in the first place? seems like it.Continued failure to activate Disney+ Subscription
We got a great deal from Telus for our home service renewal - kudos to customer loyalty. However, we are over 5 weeks past renewal and over 12 hours of Tech support calls plus numerous chats and emails and being charged personally to sign up personally to Disney - and Telus still CANNOT fix the subscription issue. I just spent over 2 hours in another hold and wait call - only to have the agent put me on hold and then disconnected the call and not call back!! Horrified by Telus support. Loyalty call me back.Equipment for Internet in Ontario
I have an install scheduled and would like to do some planning for my home network, mostly interested in how my owned router will connect to the new Telus equipment and what Ethernet speeds are supported. Could someone confirm the type of equipment that will be supplied by Telus on install. Specifically, is the NH20A/T going to be installed - if so does it support bridging? I've also read that PPPoE is required to talk to the Telus network (or should I call it the Bell network) - either way is PPPoE required? Is it handled in the NH20A/T when in bridge mode? I'm fairly knowledgeable on network engineering, so no need to filter answers. Appreciated. Thanks!Starting & closing the Telus TV app on Firestick
Hi, If you don't specifically exit from the Telus TV app from the Settings menu, (you turn off the Firestick or it goes to sleep) then the next time the Telus TV app is launched (next day) it doesn't properly load by going to the "Who is watching" screen, it loads to where it was, freezes for a while, jumps to the "Who is watching" screen and then suddenly exits the app completely. Only then can you start the app properly anew. Is there a way to fix this? It is quite annoying, since exiting from apps on firetv is usually done by the back button, but that doesn't work on Telus TV app (unless they added an exit from app popup like the Silk Browser app I suppose). This daily cycle wastes a lot of time and seems like it could be improved.
Loyalty department
i got a call several months back from loyalty department that said i was eligible for a smart watch and a security camera. I wasn’t interested but they persisted and assured me at least five times that it would not increase my bill one cent. So i agreed and they sent camera and watch. The camera worked for several weeks then quit. I spent a day on the phone to the loyalty dept.and he concluded I needed a new camera. I never received the camera. I was charged 10 dollars a month for the security,and 25 a month for the watch. So much for not one cent more. I then called to cancel the security plan, not an easy task in itself, took me two days being hung up on twice with no call back. I was told it would cost me 300 dollars to cancel my contract, which apparently you agree to if you use the product. I was under the impression it was for loyalty I was getting this camera and watch but it was just a sales plan. Very not happy and am looking for another provider for cell home phone and internet.Payment arrangement
Hi. I recently just had my home wifi services installed on December 1 2025, I am just wondering if a payment arrangement is possible? Money is tight at the moment unfortunately plus some other problems came up but I would HATE to lose my services as it took forever to have them install it. How long does telus take to disconnect services once the 1st payment is missed? I dont currently have a telus account to view my bill online and I still haven't received my bill by email. I am unaware of my telus account number so I cannot register for an account. I would like to make a payment arrangement/promise to pay, since I haven't seemed to find a email I could send a email too is there a phone number that will put me in the exact correct location?. Thank You, have a good day.
