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Wrong Perks email
When I try to redeem a perk through the MyTelus app I get a notification that a confirmation email will be sent to an email address that is no longer valid and have access to it. This email is my wife’s old email from Shaw before we moved our services to Telus. In my profile I don’t see that email anywhere and I cannot find a way to delete it from the rewards records. Any ideas will be appreciated
Communication problems
I recently was sold home services from an agent that was not available in my service area at the time. I cancelled the services the day after installation. There was an outstanding balance of 26.10$ that I was unaware of. I found an email from a collection agency in my junk folder threatening a credit score hit if the balance wasn’t paid. I received no email no message through the app or paper billing saying I had an outstanding balance. Just a email from a collection agency. I called Telus to report the problem and was told I would get a call from an account manager within 48 hours to discuss. It’s been a week and a half and no call. I have been a loyal mobility customer for over 25 years and Telus hits me with a credit ding over 26$ I didn’t know about, and they don’t follow through with calling to sort it out. So hey Telus. You can say good bye to a long time customer over 26$ and the inability of your support team to call and sort things out
Contract renewal doubled in price
Our Internet contract expired and when I called to discuss renewal options, I was told that after all the discounts I was eligible for our new monthly rate would be $120+tax- double what we're paying now. We were left speechless. When I asked about the offer on the website for the same plan for $85 per month, I was told that existing customers are not eligible for those plans. Since when are existing customers being absolutely price gouged for their loyalty? We will definitely be changing providers but now I have to call back and wait on hold for hours just to cancel our services?? Year after year, dealing with telus is just getting more ridiculous.
Unable to view channel 1981
We have TELUS TV plus and are unable to view, find channel 1981 (BCFC BRITISH COLUMBIA FOOTBALL) within my TV guide. Please be advise we have a friend who has TELUS optic TV and is able to view this channel This channel is suppose to be a free channel for all TELUS Customers throughout the months of July to October, however we are unable to locate this channel. Please can you help in assisting us with being able to access this channel. We have contacted customer service 2 times today with no success in being able to resolve this problem. Thank you!
Cancelled upcoming installation but no confirmation
I had an upcoming installation in August and the start of a two-year agreement, which I decided to cancel. I arranged the cancellation of this installation and the agreement with an agent, who said that a confirmation email would be sent. This has not arrived. I see in My Account on web that there is no mention of the installation anymore but the agreement is still there, along with language like "Your first bill will likely be higher than you expect due to one-time charges and other factors." and under "Billing": "We're putting together your first bill." I shouldn't be charged anything at all, should I!! Do I need to contact them again??
Help! I got scammed and Telus refuses to cancel my accounts.
I need the support with my business mobility and business Wi-Fi accounts. They have been created with my old email which was compromise. I have contacted Telus multiple times since September 2025. I have made numerous disputes and received no resolutions. I was told that I would be assigned a case manager but haven't had one yet. I am not receiving any follow-ups. I would like my accounts canceled as soon as possible. I am very frustrated with Telus and their customer service considering this is a case related to identity theft with an assigned police report. I strongly considering pursuing legal action against Telus.
Renewal Nightmare
Hello Neighbours, Renewing home and mobility services this June/July has been shocking problematic. After struggling to obtain service that wasn't outright combative, I was finally able to secure passable agreements for both home and mobility with reps over the phone. Neither agreement of the agreements that were actually applied reflected what was agreed to. After hours and hours over phone and messaging with various telus reps, I thought that the items had been resolved with a manager local to me only to later realize there were still issues with the billing. Efforts to get these issues straightened out has been futile. I have not heard back from the manager/complaint resolution specialist within the promised 48 hour timeframe. Is there any department that can actually review prior call recordings, honour what was promised, and sort their way through the accounting mess to find resolution? At this point, I would honestly expect better than promised given the difficulty. Is filing an official complaint with CCTS or CRTC really the only option to get these issues properly resolved? After 20+ year with telus, I am absolutely bewilderedPossible Phone Scam
I received a call today from a number showing Telus as ID, phone number was 604-636-7446 stating that they could get me a discount by starting a new 2 year contract as mine had expired. They stated, current charges on my account that were correct but could get me a saving of approximately 30% which sat about the value of a new account on a different provider they asked for DOB to verify and would be in touch a few hours later, nothing came through. When I checked back on the call it sometimes shows Telus or New Westminster as location. I have tried to get through the AI assistant to speak to someone but earliest appointment is 3 days away, help line was shut. I have reported to Department for Security but have concerns that it will be an attempt for identity theft.