I recently signed up with Telus for security and mobility services, and I have to say that my experience so far has been terrible.
Security services:
I was a Vivint customer. Telus told me there were no technicians in my area to repair an issue so I had to upgrade to their equipment. Even though a Telus technician was at my house previously to repair an issue. I’m assuming this was a tactic to get me to switch to their equipment. I had to argue with them to send a technician to install my new equipment, to which they did. Regarding billing, it was supposed to be of no extra charge to me, and my bill was not supposed to increase. My first bill was $400. I had to spend hours on the phone to get a refund, which took a couple of weeks. Now I see on my bill a charge for $550. I have to spend more hours on the phone now to try and get this resolved.
Mobility services:
I signed up as a new customer over the phone and had a new phone shipped to me Nov. 25th. I received the phone Dec. 3rd but have not activated it yet. They already sent me a bill for services starting Nov. 26th, when I had no phone or service with them.
Experience in General:
Telus agents are nice and courteous over the phone, but they tell you one thing, then charge you something different. It takes hours over the phone to get things resolved. Average of two weeks for a refund which is not acceptable. My advice is not to set up automatic payments from your credit card or bank account as it will be much more hassle. The virtual support is useless and the virtual assistant you deal with every time you call is a waste of time and just try to deter you from speaking with an agent.
