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Locking former customers out of bills
After being a long-time Telus customer, I made the decision to move to Rogers because it was a better deal this time. I've always liked Telus, mostly for the excellent customer service, but this is a nightmare. Roger made the cancellation for me when I switched. I went to go check my Telus bill as I wanted to confirm my last bill was handled properly, as I prepaid for the month and was owed a refund on my unused time, but I am completely locked out of my bills and the telus app. Everywhere I look on Telus, it says that I should be able to see my bills from the last 18 months. Even the AI helper says that I should be able to access these bills. I don't think it's too much to be able to see your last bill or at the very least have it sent to you. Is there a way to get the bill with the cancellation and calculation of the return on it? I tried to include a screen cap of my account, but shocker, not working. Basically, my account says that it's cancelled and there's no way to manage or check bills. The app locks me out because my account is not active.
Not registered on network
Hello My phone keeps saying 'not registered on network' when I try and make calls, but has upwards of 4 to 5 bars. It also says emergency calls only. I have no data texts or call ability (except when I use wifi). I have tried turning off my phone, going on airplane mode, re seating the SIM. When I try to manually select telus as the network operator it says " unable to connect try again later" or "select network (telus) not available". This has been going on for several days and only randomly will phone calls come through. If I try calling my number from another phone it rings and rings eventually going to voice mail, but won't ring on my end. Could you assist me on figuring out how to make my phone be in working order? Thank you!
Please help with completing setting up my account with My Telus app.
I purchased a phone plan today, downloaded My Telus app and trying to complete the setup but have problem with the last step "2-factor authentication". I press the Set up button, then on next screen I press "Turn on 2-factor authentication", and the next screen says "You'll need the My TELUS app on the phone you use most for 2-factor authentication"and when I press the "Launch setup" it shows this error: "Error loading page Domain: undefined Error Code: -10 Description: net::ERR_UNKNOWN_URL_SCHEME" Looks like the process can't identify that My Telus app is already installed and currently being used for completing this setup. I searched Google and tried all suggestions like restarting and reinstalling the app, allowing all permissions, ensuring correct date and time, turning the WiFi and using only data, etc, but nothing helped. I still can use the app and all I tried on it without completing this step so not a big problem so far, but I wonder what could be the problem and what eventual problem I might have with using the service without completing this step?
getting bring it back return label.
I have called customer service 7 times and all 7 times I have been told different things. They promised to send the return label within 48 hours which still has not been sent. Every time when I call telus regarding this matter, I have to spend at least 30 min to talk to a telus agent. You guys wasted my time and I am very unsatisfied with the service
Coverage of my plan
I have the 5G+ Complete Canada-US-Mexico-Caribbean plan but I cannot find anywhere on the Telus website as to the actual countries this plan covers with no added charges. I am leaving on a cruise in 3 weeks and would like to confirm before I go. If possible could I get a link to the plan coverage.30-Day Late Reported From Bring-It-Back Charge — Unable to Reach Correct TELUS Team
I’m posting here because after multiple attempts over the past two months, I’ve been unable to resolve a credit reporting issue through customer service. id like to note that, I have consistently paid my regular TELUS service bills on time The issue arose from a Bring-It-Back device balance (~$400) that was billed after my normal payment due date • I could not pay the full surprise charge immediately, but I made additional payments anyway • I proactively contacted TELUS and arranged a formal 6-month payment plan, which is active and being paid as agreed • I recently made an additional $150 payment on top of the plan Despite this, TELUS has reported the account as 30 days late to both Equifax and TransUnion. This was not a missed service payment, but a delayed device charge that was addressed in good faith under an agreed repayment arrangement. I have called TELUS several times to resolve this. Each time, I reach offshore customer rep who are courteous but do not have the authority to review or correct credit reporting, and unable to escalate this to a credit reporting team. This has left me stuck in a loop with no effective resolution, despite my efforts to stay current and work with TELUS. I am requesting assistance from TELUS escalation / credit reporting support to review this case and consider a goodwill correction. Any guidance or escalation assistance from TELUS moderators would be appreciated. Thx, Adrian
My iPhone won't work in USA
I live in the USA. My son in Canada gifted me an Iphone 14 that previously used Tellus in Canada. I was able to set it up with T -mobile but it is not working. I have contacted both the genius bar at the Apple store and T-mobile. Tried a new sim card but it won't activate. T-mobile has concluded that previous carrier (Tellus) has maintained some sort of block on the phone even though the phone indicates that there is no block. Is it possible the phone has been blacklisted by Tellus for some reason. How can I check this out?
Cannot get any support from Telus to fix their mistake.
I have wasted hours over the last week trying to resolve an issue that Telus caused by failing to link my accounts when I added a line. I was on the phone with the Telus rep (who was very helpful at the time) for over an hour to get the line up and running. Two hours later he phoned back to say that the account wasn’t linked and could I hold while he transferred me to someone to fix it. Well I was on hold forever, on my way to an appointment, and had to hang up before anyone picked up the phone. Since then I have been trying to get through the AI assistant to schedule a call with an actual person to no avail. This is the most frustrating system I have ever encountered. Meanwhile they are sending me messages on the new cell telling me to finish setting up the phone when I can’t because the accounts haven’t been linked. I tried to message a real agent but they haven’t replied (and I have been patient and waited for days), and I’ve tried to schedule a future callback only to be told that the service is unavailable. My customer service experience has been horrendous.
I recently signed a new mobility phone plan with Telus but it's not working
I was with Public Mobile, and never had any problems upgrading to use my phone for US trips, but there was a sale and I had recently switched to Telus for home Internet, so I figured why not take the discount for more data and US coverage for my upcoming trip. I'm now on said trip and can't receive text messages. It says they need to be downloaded but they never download. This, after having three different phone calls because they didn't know how to sort out activating the new eSim. This is why I went to Public Mobile in the first place, and I miss them already. The bots are useless and I frankly don't have much faith in their in-person agents either. I don't know what to do.
