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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.
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.Support Issues
Had a complaint about bill. Was scheduled a callback form loyalty at 10:00am GMT-7 on cell text Asked what that was my local time was told 11:00am At 11:45 got a text message call in 15 minutes (an hour late?) At 1:00pm no call, texted Telus. Got email there was a message witing, link doesn't work. Texted again, got another email message waiting, link doesn;lt work again. Went onto MyTelus, chat was useless, couldn;t get an agent. Called EPP support 866 number, couldn't get an agent. Over 2 hours later still no call, no message, nothing. Maybe other providers have support that works?
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.
Billing Issues
We know Telus's customer getting worse on the contrary of the increase of the internet and home security service charge. Telus increased more than $6 on the internet service charge and the Home security service although we are not using the Home security service at all. Telus removed the 6 month $5 discount on the internet bundle. Last time the Telus teller asked me to call again to get the temporary prmotional discount after 6 month. I talked a tell, but she was saying she can't give the discount. Also the Home security contact was 36 month, but Telus changed the contract to 24 month and increased the charge upto $3 more without my agreement. I am really moving to Rogers at the end of this contract. So I started to change my email account to Google. My request ;1. additional 6 month $5 discount on the internet service 2. Restore my Home security contract to the original contract. Also the customer service connectivity is so bad.Why are online support requests always broken?
Whenever I try to submit a support request, I always get a message informing me that you are experiencing technical difficulties "We were unable to submit your form due to technical issues. Please try again.". On the page where it says "keep track of all your requests and inquiries", I am always shown the error: "We are unable to retrieve your request details. Please try again." I have a telus business account. I click on "Send a business support request", and this is all I ever get. I'd much prefer to communicate by support ticket than in person on a phone as it is much less time consuming and easier to transfer details like IP address and MAC address by text.
