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I need help ASAP please
Yesterday I started the process of becoming a customer with Telus on the phone with a customer support agent. I was switching over from Public Mobile. When we got to the part of activating my service when confirming "Yes" to the text from Telus, I was instructed to restart my phone, and the agent told me she would call me back in 2 minutes. We got disconnected due to the service switch, and so I restarted my phone. Well 24 hours later I still don't have service, and the agent never made an attempt to contact me via email since we got disconnected. I've tried contacting support through VoIP services. I've tried the Telus chatbot, which only directs me to phone support. I've tried making a Telus account but I never get the email to register (although I was able to make an account for the online forums here). Can I please get some help with finishing setting up so I can have serbice? This has been an extremely frustrating and **********ty process.
Suspending Service issues, while we move into a rental as our home is being built
we moved out of our old home in August 2025. we had sold and were building so had to move into a rental property. i spoke with telus, advised them of our situation and tried to find a solution. You would think this was a regular occurrence, but apparently not. i was able to cancel our TV services as our contract had ended, but as we had signed up for home security, we were unable to cancel that (as the contract was only recently started. because of this we were also unable to cancel the internet, as the security requires an internet connection. We advised telus that we were moving into a rental home where the internet was p[provided as part of the rent (SHAW) , Telus insisted on sending a technician to the address to fit the equipment. (technician advised us surprisingly that they couldn't fit the equipment as the internet was not linked to the rental address and to request a vacation suspension from telus. This they said they could not do as it was going to be longer than 3 months. so for the last 5 months, i have my security system sitting in a box in my rental, and an internet payment that i cannot access. now that we are 10 weeks away from taking possession of our new home, i am still having issues suspending the internet until we can transfer service to the new house. I am paying $140 a month for a service i cannot use. (our modem and all the extenders cables, boxes etc were sent back in August. How is this so complicated???? and expensive !!
Bug in Credit Check Webform
Forgive me if this is the wrong place to post this, but I can't find support for Telus' website or app. I can't add a mobile service to my cart. During the "Verifying details with a credit check" step, I get an error saying my BC driver's license number is invalid. See screenshot. I tried different family members’ BC driver’s licence numbers and none pass validation. It appears to be a bug in the web form.
Telus Rewards - Incorrect Tier
I am a gold tier currently - however, I have 4 services and should be at minimum Platinum, I keep calling and getting a run around how they are unable to see why and that a rewards team member would look into it, ITS BEEN MONTHS, and 4 attempts and I am STILL at Gold Tier.. losing out at all of these points and additional perks :( ! ANY ADVICE WOULD BE REALLY NICE, how to get my tier level updated ALL OF MY ACCOUNTS ARE LINKED - clearly states "2 accounts 4 services"!Account Collections Issue
I have been sent to collections by Telus for an alleged unpaid balance of $107.01 on my previous internet account (April 2021 – April 2023). However, my payments were set up as pre-authorized, and even after the service was disconnected and my contract ended, Telus continued charging me, eventually resulting in a final bill of $0.00 in August 2023. Despite this, I received no prior notification—no emails, texts, or calls—regarding any outstanding balance. It wasn’t until a collection agency contacted me that I learned of this supposed debt, which has unfairly damaged my credit score. I have spent several hours on the phone with Telus customer service, only to be told that they cannot help me since the account has been transferred to collections. I provided proof of the $0.00 balance to the collection agency, but after weeks of follow-ups, they informed me that Telus has not responded to their inquiries, leaving me stuck with a negative credit report that I cannot correct without Telus's cooperation. I am still a current Telus customer, As a loyal customer, I don't expect any special treatment, but I also don’t expect Telus to ruin my credit score, waste my time, and cause unnecessary stress. I am counting down the days until my family members’ contracts with Telus end so we can move on to a provider that values its customers. In the meantime, I will continue taking all necessary steps to reclaim my rights.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.
