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Cannot submit address change without consenting to marketing communications
As part of the process to submit a request to move my services to a new address, I was presented with this check-box at the bottom of the form. This is not a box to indicate reading or agreeing to any terms or conditions, it is simply a box to say "Yes, I would like to receive more spam emails from you." In every case that there is a check-box like this on a form it is always optional. However, in this case it was NOT optional. It was required to click on it in order to submit the form. That's just wrong. Yes, it does say you can "withdraw your consent... at any time," but I shouldn't have to be forced to give "consent" in the first place to submit a required form.
It shows account cancelled but i didn’t cancel?
Hi. So i logged into my telus today and it shows “this account has been cancelled” at the top below my name and then at the bottom it says i’ll have access to my telus for the next 90 days… i didn’t cancel? and i’ve never missed a payment? i just started a new contract 2 weeks ago aswell. I am so stressed and so confused ?? why is this happening ?
Glitch in Telus sign in for new customers
My sister and I just signed up for mobility services with Telus. After setting up the app on Android and Telus online account, everything seemed to be ok. We completed the four steps and got the welcome to Telus message. Now everytime we either go online to our accounts or on the phone app we get the message finish setting up. It will not stop appearing on both the Telus online account or the Telus phone app. The next page shows all four steps completed but the message continues to show everytime we log into our account. I've contacted support and they can't seem to find the problem. It must be a glitch in the Telus system for both of us to be experiencing the identical problem. It's very annoying and support can't seem to offer a solution. I'm sure others are experiencing the same problem. My sister was on the support telephone line with an agent in Costa Rica for two hours. He told her that he would submit a ticket to elevate the problem to higher level of support and that he would call her back the next day. He did not call and I could not get any resolution on Chat with live agent last evening and he also said it would be elevated to higher level of support and they would contact me.
MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication
I had Telus mob. account <Admin edit: removed personal info. Please see house rules.> with 2-year cont. In May 25 and prior to end of term (June 2025), I requested cancelling the account, keep phone and transfer number to a regular Telus mobility. We were told by Rep at Telus Wireless City Calgary that we would be contacted for remaining fee of 300 Canadian Dollars as we decided to keep phone. I tried to access account via "MyTelus App" and every time a message that account linked to email and log in credentials was cancelled and no access. Not even given account number to use in communications. I called Customer Service and every time I call to check, Telus Rep came back with answer that they could not see any outstanding fees on any of accounts. I kept checking and all of a sudden, I received a call from collection agency. I requested details from agency, and they provided Telus account details related to case. I phoned Telus back and filed several complaints and escalated issue several times to Escalation Team. Hours of phone calls, I tried to explain to them that previous Telus reps miss-communication and misleading info and also me having no access anymore to the account via MyTelus App led to this issue. I didn't receive any mail/communication from Telus to my address or email linked to MyTelus account informing me with outstanding amount. After escalation team filed a request form to Payment Depart, request was denied and reason was that Telus sent me a message at time I cancelled the account, which was received. By the way we were informed by the Telus Rep at time of cancelling account that a message was going to be sent and we received it, but no info on account billing. However, they totally ignored issues listed above, which were initiated by their system and reps and led to me being penalized for their mistakes and chaos. In Feb 26, escalation team directed me to Payment Department and pay was done after much hassle and surprisingly after a month I figured that Telus didn't send payment notification to collection agency creating issues and problems. I need Telus to cancel case with collection.Cancelling Telus Internet service, why does it have to be so difficult ?
Everytime I call in to talk with loyalty team member reagrding moving/cancelling my internet service, it gets disconnected after 21 minutes and if i walk-in to store they say they cannot help with cancelling service and I have to call loyalty team but loyalty team seems to always auto-disonnect my call after 20 mins of staying in line. What is going on ?
Unable to download past bills for tax return
I closed my Telus account last March but use my internet services for my tax return. My emails from Telus for my bills have always been online and you can only view them by logging into myTelus. Now that myTelus is no longer linked to an active account I cannot access any of my bills for last year. The AI Assist bot keeps sending me round in circles and refuses to connect me with a human being because I no longer have an active account. All of the phone numbers I can find on the website go dead. Does anyone have a phone number I can call so I can speak to an actual person?
Telus Home Internet Drops out and stays out.
We switched from Shaw to Telus in February. After 17 years of price hikes with Shaw, I figured it was time to save some money. We cancelled, sent the modem back, and then had to wait an entire week for Telus to show up. A week without internet in a house with three teenagers is chaos. I don’t recommend it. When Telus finally installed everything, the internet lasted three hours before it dropped. The tech came back the next day and swapped the fiber box. That lasted maybe two hours. Called again, they did remote testing, and it came back for half an hour. Since then it’s been dropping at least once a week. Another tech came out about a week ago. He said the fiber from the street to the house was –18 dBm (fine), but the fiber from the demarc to the media panel was –28 dBm, which is extremely weak and explains the constant outages. He re‑terminated the fiber ends, got the house back to –18 dBm, and it worked… briefly. Now we have no internet at all again, and the earliest they can send someone is April 8th. That’s almost two weeks of paying for a service we can’t use. The tech told us the issue “must be coming from the street” and that Telus needs to send someone else. But if it were a street‑level problem, other houses would be having issues too. Our neighbours are fine. Meanwhile, our fiber box isn’t receiving a signal at all. This needs to be escalated. This is a repeat service failure, and waiting over a week for another appointment is unacceptable. I expect a credit for every single day the service has been unusable. We’re paying for nothing, and the constant patch‑jobs that last a couple of hours are ridiculous. Someone needs to actually fix this.
