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New PVR issues
The PVR on the new boxes is not nearly as good as the old one. It kept recordings as long as there was space in the memory. The new one only keeps programs for 90 days. The old one recorded the program from the start no matter when you hit record. The new only on records the program from when the record button is pressed. The fast forward and reverse controls are not as user friendly as the old ones. This is a decrease in service and our bills should be adjusted accordingly.
Crave subscription
I have always had crave premium pack apart of my Pik Tv subscription. Since yesterday I haven't been able to access it, and it says I don't have a subscription. Used the chat option on the app, sent a private message and now on the phone for over 40 minutes. Passed between 3 people and no one has a clue how to fix it. Telus customer service is getting worst and worst. I've spent hours in the past month on the phone with Telus. No apologies, nothing. Just hours of my day on the phone with Telus for numerous issues. If I didn't have a year of my term left I'd be done with Telus today.
Error message linking WestJet Rewards to TELUS Rewards
I'm getting the error message "We regret to inform you that your WestJet Rewards account linking was unsuccessful. Please try again." when attempting to link my WestJet Rewards account to my TELUS Rewards accounts. Have tried starting the linking process from both the WestJet end and from the TELUS end, and have tried from multiple browsers all to no avail. I also can't find anything in FAQ or support articles that even reference WestJet Rewards yet. Unclear as to how to get help to resolve?Billing Discrepancies and Unsatisfactory Support Experience
I spoke with a representative who claimed to be from the Loyalty department. I called Telus. I'm guessing she was offshore. So I hear a dog barking in the background and I ask her why is there a dog barking in the background and she tells me that she is working from home. This is highly unprofessional for a major telecommunications company. Who wants to hear extraneous sounds like this when conducting business? Credits started disappearing from my bill and while there were numerous credits with an effective date of February 18, 2025 to February 17, 2026, one of these credits actually disappeared from my bill. The rep had no clue about it and was trying to convince me that the credit expired notwithstanding the fact that all other credits with the same dates were still on the current bill. It amazes me that these people are allowed to work from home, obviously with no support and such a lack of knowledge. So she gave me a price which was triple what I was paying and then changed it to double to what I was paying on my monthly bill. Does Telus really expect someone to pay double what they were previously paying on their bill for home services? I asked her what was the procedure for returning the equipment and again, she had no clue and said that information is provided if I give her a cancellation date. I guess my question is to know if there is any way of reaching out to get someone competent and knowledgeable with whom to discuss this. I would have just cancelled then and there but I need to arrange replacement services first and somehow I am hoping that this individual is not a reflection of Telus' service standards. Is there any way to get a local manager to call me?Payment Arrangement Not Honored and Interruption of Service
I have a payment arrangement i made on December 20th, it was due January 19th. Apparently it is not showing on my account. My account was suspended Jan 9th. I spent 2 1/2 hours on the phone to finally be transferred to a different department that requested i forward my confirmation email. I did that and he called back to say he still hadn't received it from the other department. He told me was going to call another department and have them turn the internet back on, and he would carry on fixing my account but he will be off for 2 days. Its now the 10th and my internet is still not on. I have missed 2 important online meetings and this is ridiculous. I did nothing wrong and the second person i talked to treated me like i was lying. At this point im completely done. I have been having issues with my account since last year where a payment went missing during a time i was unable to access my account. I have been over charged, passed between departments and still have no internet. Something needs to be fixed imimmediately. At this point im currently on hold AGAIN, i will be requiring all ticket numbers and names of everyone i hav spoken too including the escalation depart to make a lengthy report to the CRTC. After being a customer of Telus for over 8 years, i woupd expect to be treated fairly at the minimum. About Us Accessibility Careers Media Policies TELUS Service Status Support Contact Us Neighbourhood Find a store
Solving an escalation
I spent 2.5 hours with Telus yesterday speaking to 3 different employees & waiting. Telus is not honoring the verbal offer that I was given by the first agent - they are redacting their statement and breaking the verbal contract that I entered with them when I agreed to proceed with the offer. I escalated the issue and requested a supervisors intervention, he agreed to look into the issue and call me back the following day at a time conducive to my work schedule. He called me back with no answer other than redacting the offer, I also requested a call back to cancel TV services as I already waited on hold to do it the day before and they were unable. I was told I would get a call this evening from a cancellation rep and I would hear back from him. No one contacted me. My experience with customer service has been horrendous. If this does not get rectified I intend on issuing a formal complaint.
