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Collection Agency - Telus Account Error - can I please speak to a human???
Hi There, I have multiple accounts with Telus all of which are fully paid and up-to-date. A collections agency has been contacting me regarding a purported amount owing on a Telus account. I thought it was a scam since all my Telus accounts are fully paid up and have always been. Now it's showing up on my credit rating. After multiple attempts, I finally spoke to a Telus agent who was able to figure out that the Telus Account # that the collections agency is contacting me about appears to be an error (I have another Telus mobility account for the phone number at issue and it is fully paid and in good standing). However, because it is a pre-paid account, the agent said he was a mobility agent (not a pre-paid agent) and so he couldn't help me further. He then tried to transfer me to Telus pre-paid. First I was routed to a store representative, and they told me to call back to 611. I have done that, and I cannot get through to an actual person at Telus pre-paid because Telus' system keeps bumping me to an online assistant. Can someone please message me to get this sorted out.
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.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.
Telus Westjet account linking issue - missing phone
When I try to link my Westjet account to Telus, I am redirected to Telus, sign in and at the time of needing to enter the security code, I cannot receive the code because it seems like Telus isn't pulling up my cell phone. I talked to Telus call center and they seem clueless. I have Telus home service and home security but my cell phone is shown in my online profile.
Billed without service
I am caught in a glitch of your system. I get billed while I have cancelled the installation before it happened, and I returned the equipment. I called at least 2 times, and was told this problem was fixed, yet I received another e-mail telling me I am late paying my bill, with late payment fee, and an increased amount, This is ridiculous.
Bill Issue
I have been trying for days to send a message via the Bill Dispute option, but I keep getting a message that it cannot create a support request at the moment. I also sent a message via chat 3-4 days ago or longer and was supposed to hear back within 24 hours at the latest. There is a charge on my bill of $10 for the partial period 19-24 Jan and a smaller amount for the 911 service for the same period. However, for this period I had no Telus service as I was awaiting a SIM card in the mail. This card didn't arrive until 26 January. So essentially, I've been charged for a service I didn't have. Also, I'm set up for pre-authorized payments which should reduce my bill by $10, but that's not reflected on my bill.
Urgent help
I became a TELUS customer in November after porting my mobile number from Bell. Unfortunately, my account has been suspended since the porting process, and the issue remains unresolved to this day. When I first contacted customer service, I was informed that the suspension was due to suspected fraudulent activity. I was told that once the issue was reviewed, I would receive a message or email with an update. After waiting several weeks without any communication, I contacted TELUS again and was advised to submit certain documents to [email protected]. I submitted all the requested documents during the first week of January. Since then, I have not received any confirmation, update, or follow-up regarding the status of my account or the documents I submitted. I have made multiple attempts to contact customer care, but each time I was transferred between representatives and eventually disconnected without any resolution. This experience has been extremely disappointing. While I understand that verification processes can take time, the lack of communication—especially after submitting the requested documents—is unacceptable. The suspension has disrupted my phone service, negatively impacted my credit score, and affected my ability to stay connected when I am away from Wi-Fi. This situation has caused significant stress and inconvenience. The issue remains unresolved and has been ongoing for approximately four months, from November to February.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.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 !!
