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Delivery issues with online Mobility upgrade
I decided to upgrade my phone online as I was due for a new device in June, and the deal online was very good. There was no option to pick the device up in store, and I did not see any warning while placing my order that online orders are to be delivered during business hours ONLY. If I had known that, I never would have placed an online order as I work Mon-Fri I can't take time off of work. Ordered new phone on Tuesday, it was shipped Wednesday, FedEx attempted delivery Thursday & Friday during business hours- again, I did not realize they would only deliver during those times. On Friday, FedEx sent the phone back to Telus Calgary. Spoke to Telus customer service on Friday, she said once the phone is returned to the warehouse and processed the order will be cancelled and I can re-order the device/plan I originally chose, and select pick up in store. On Tuesday the phone was delivered back to Telus. The following Monday (June 8) I emailed telusorders for an update on the phone. Then I called customer service 1-866-488-2709. He said he was going to check with the warehouse on the status of the phone. He called back, said they haven’t inspected it yet for the return process. He said no I cannot order a phone online and pick it up in store. First 2 reps both told me I could. No control from Telus over courier delivery time & day. FedEx won’t let me change pickup point online on my end. He said to try contacting Telus again in 1-2 business days after the return team has inspected the phone. Wednesday June 10: over 48 hours since I emailed Telus order team, no response. Order still says “shipped” on order tracker. I need to return this phone by June 26th or pay the owing amount on my bring it back plan. Two business days later, there is no update, no email from the order team, and I am still without the phone I tried to upgrade to over two weeks ago. To say that I'm unimpressed, disappointed and frustrated as a customer of 7 years is a massive understatement.
Dropped calls 5G Samsung phone
I have a Samsung S22 Ultra. Over the past week (Let's say June 1, 2026), my call drops on the 1st ring. If I reboot my phone and make the call then it goes through. Same issue over and over. When someone calls me it rings once and they end up in my voicemail. I called support and they did a network reset on their end and I did the same on the phones settings. I ended up visiting a phone store and they said the problem is with 5G and Samsung and Telus is aware. In the meantime I need to switch to LTE only. This seams to have fixed the dropped calls but I need to know when I can switch back to 5G. When will this be fixed?
Door to door scam?
I just got signed up by a representative named “Michael” (I don’t even know if that’s his real name) in Kitchener, ON, a couple of days ago after 6 or 7 pm. He was going door to door offering tellus deals. He offered me a bundle of $130/mo for 2 x 100 GB lines + the home security package (included) He also offered that both plans were no-contract and could be cancelled at any time. The transfer didn't work, so I was without a phone for around 3 days. The security installation was cancelled because my phone number wasn't working, and my first bill was $170 for one line only. I've been trying to activate my phone, no luck so far (I'm still wth rogers), I haven't been able to transfer my second phone, and I couldn't get the security package either. Tellus assigned me a temporary phone number (which I'm being charged for) without me asking for it. The biggest thing, he said, he would be some sort of manager, and I haven't been able to reach him ever again, over the phone or by messages. He also said that due to my current Rogers plan, i would have to pay for my phone without any return option (which is not true, I just checked with Rogers) He said that there was a recording of our conversation when he called me from his Telus iPad. I wanted to upgrade my phone with Telus, but how can I tell now that he offered me $45/mo on my phone bill when it’s actually $70? Is there any way to resolve this? I went to a Tellus store twice already, and they can't offer the same deal. Should I just back up from Tellus completely and stay with Rogers?TELUS Billing After Cancellation – No Access, Complaint Form Broken, No Live Support
I cancelled my TELUS mobility service months ago & transferred my number to another carrier. I have proof of the cancellation & number transfer. What should have been a simple billing correction has become months of wasted time, failed systems & unresolved charges. I have been unable to properly access my account from outside Canada. I have been unable to access bills, review charges, make changes to services, change plans, or manage my account. How is a customer expected to verify or dispute charges when they cannot access the records or an agent needed to do so? The complaint form did not work. The online systems did not work. AI chat did not work. TELUS Assist sent me in circles. It failed to understand the issue, failed to address the billing dispute & failed to transfer me to a live representative despite repeated requests. Every path leads to a broken automated loop. I formally dispute all charges applied after cancellation & transfer of my service. I do not accept responsibility for disputed amounts & reserve all legal rights & remedies available to me. Any non-payment of disputed charges results from TELUS continuing to bill a cancelled account while failing to provide access to billing records, a functioning complaint process, meaningful support, or a reasonable opportunity to review, dispute & resolve those charges. If TELUS wants customers to trust its billing practices, it should first ensure customers can access accounts, bills, complaint processes, live representatives & resolutions when something goes wrong.
Easy roam activation 18/day for recieving multi authentications codes ?
Hi everyone, I will be in Australia for the next 3 months. To log into my bank and other services similar I need to use multi authentication to access these. Frequently I am asked to enter the code sent to my canadian phone number. If I have my homeline turned on but roaming turned off, and i’m only recieving multi authenticator codes, will I still be charged the $18/day for easy roam whilst abroad?
Escalation Inquiry
I am trying to find out how to escalate my complaint pass the Escalation Manager. The below story really happened. I must admit that if someone would told me this story I would not believe that in this day and age something like that can happen, but as it happened to me I know that is true and what is more I can prove it. Every word of it. Just to summarize, on March 18, 2026 I received an offer from Public Mobile/Telus (via sms) and after 2,5 months the offer is not finalized, and during that time: - the Telus employee bluntly refused to finalize the Telus offer, while literally laughing in my face, refused my request to see his supervisor, and called a security guard to remove me from the store, the security guard after hearing my side of the story not only did not remove me from the Telus store, but allowed me to speak with manager, who provided me with misinformation (commonly known as lies), refused to provide me with the name of the rude employee, refused to contact her superiors for instructions on how to finalize the Telus offer she claimed she was not familiar with, and refused to finalize the offer - the Telus employee violated the policy of the Office of the Privacy Commissioner of Canada, by mishandling my drivers license without my knowledge and consent, and taking pictures of me - the Telus employee violated Canadian Credit and Consumer Protection Laws by conducting unnecessary credit check without my knowledge and consent - the Escalation Managers provided me with misinformation (commonly know as lies) on numerous occasions, constantly backtracked on their own proposals, ignored my proposal on how to solve the situation and allow me to finalize the Telus offer, and refused to provide me with the contact information to their superior in order for me to escalate my complaint as I decided that I have no other choice. That is why I need the contact information to lead/head manager of Telus Escalation Management Team for Alberta or Western Canada. I appreciate your help in this matter.
Wifi Calling in the USA
Hi there! I have been a Telus customer for over 12 years and would love to continue with them... however, I've recently been splitting my time between the USA and Canada and live in a very remote area that has little-to-no cell signal (I get 10+ text messages a day saying "Welcome back to Canada" or "Welcome to the USA" – because I am so close to the border, it is constantly switching back and forth when I get a one-bar signal). With no reliable signal, I rely heavily on wifi calling but can't make a call when I am in the US. When visiting the city (I go in every few months), I went to a telus dealer and they did something with my sim that helped solved the problem for a month. Unfortunately I am once again unable to make wifi calls. Is there anything I can do to fix this? Or do I need to switch to Rogers? If there is nothing I can do about it and need to switch, how do I contact Telus to cancel my account? I use the chat bot but it keeps trying to book a callback time..... but I cannot receive a call! lol... vicious circle. Is there an email I can use to cancel with Telus? Any help would be appreciated! :)
