Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.
West Vancouver weak signal
I live exactly 10 minutes from downtown Vancouver (when the Lions Gate bridge has no traffic) but there is almost no Telus mobility signal. Thousands of people are affected by this problem in West Vancouver. 80% of the time when we receive a call it goes to messaging. 100% of the time that we can connect, the connection is partly garbled or intermittent with long periods of silence, and 50% of the time the connection drops after a while. Many of us have land lines just because cellphone service up here does not work as required by law. I was told this is because the closest cell tower to the upper British Properties (Chartwell/Eyremount) neighborhood in West Vancouver is in Ambleside by the ocean, about 3.5 km away. I received a text from Telus today that said <<TELUS Msg: Valued Customer, our network in West Vancouver just got better. ... This investment in a new cell tower will mean fewer dropped calls, faster loading times and a more reliable connection in West Vancouver.>> When I clicked on the link provided (telus.com/sl/mPNaz5O9pJ), it gives a list of "cities with improved coverages", BUT West Vancouver is not one of them! What is the problem? Why is a cell tower missing in the first place? Why is Telus installing cell towers but ignoring thousands of customers in our neighbourhood only 10 minutes away from downtown Vancouver? Why does the text message imply a new cell tower but the list does not include West Vancouver?
Google Play Charges to my Telus Bill
Hello, I got a Google Pixel 3 watch when I renewed my mobility contract back in March 2025. In June 2025 I started getting random Google Play charges added to my Telus bill, apparently through my watch 'phone number'. I have never setup Google payments through Mobile Carriers on my Google account, transactions are always through my bank. I checked my Google transaction history, my payments and subscriptions, payment methods etc and these transations do not show up ANYWHERE! When I first contacted Telus they told me they could not tell which vendors the charges were from, but they were able to provide a corrolation ID for each purchase. I submitted a Unauthorized Charge Claim to Google and they came back with the automated message: 'After reviewing your claim, we were unable to confirm fraudulent activity in this case, so no refund will be provided by Google at this time. If you would like to pursue the matter further, you can reach out to your financial institution.' The problem with that response is, my bank can't help because these charges weren't through my bank. I then contacted Telus again via phone, and this time they were able to tell me the charges were for Snapchat, and Audible (I don't purchase anything through either of these apps). I asked for the corrolation ID's for the newer charges and the woman said she couldn't provide them. Yet when I contacted them again through live chat they were able to provide the IDs. I then submitted another claim and received the same response. To reiterate, these charges have not appeared anywhere else across my accounts; Google, Snapchat, Audible etc, they only show up on my Telus bills! I do not have Mobile Carrier set up as a payment method! The charges are now up to $32.15. I don't know what else I can do so I am hoping to see if anyone else has had a similar situation. Thanks for reading!
How to set up new iPhone 17 on Telus
I hope to help someone runs into this scenario: buy an iPhone 17 from Apple and convert old Telus phone with physical SIM. This is the right process to migrate to the new phone, which I found after one very frustrating day: buy the new phone from Apple. go to Telus store and buy an e-SIM ($20+tax). start new phone and migrate the old phone to the new phone (wait for all the apps to be loaded). Now all is transferred, except the SIM/ phone number. Go to the MyTelus site and link the e-SIM to the account number for your phone, provide the SIM number (19 digits). This links the e-SIM to the phone number. This is the navigation path in MyTelus: Plans and Devices -> Select Subscriber -> Swap your SIM Card -> I want to transfer my number to a new physical SIM or an eSIM QR code voucher Go to the new phone and Add the eSIM (Settings -> Cellular), scan the 2D bar code on the eSIM card. Wait to be activated; you may need to restart the new phone. Wipe off the old phone. Some things to note: Apple store people minimize the complexity, cost and time in migrating from physical SIM to eSIM and pass responsibility to the carrier. iPhone 17 does not have physical SIM any more, iPhone 16 is the last iPhone in Canada to have physical SIMs. eSIMs cannot be transferred at Telus between phones. Having an eSIM on your old phone does not help. Makes no sense to convert the physical SIM to eSIM on your old phone. Procedure listed on Telus website to convert from physical SIM to eSIM doesn't work. Telus AI phone is a nightmare, ask to talk to a human and bypass AI. Chat is also borderline useless as you get bounced between incompetent and competent people, and they drop and pick up the chat randomly. Telus store people don't know the procedure, as they receive incomplete information, but at least they try.MyTelus App not loading - stalls on white screen after first load
I’ve been trying to use the MyTelus app for days now and after it’s initial load where I can see my profile, a white screen will pop up and a green circle will try to load something but then stalls out. I’m on an iPhone 11 with iOS26.1. I’ve reinstalled the app multiple times, restarted my phone, checked for updates, used different wifis and just my data but nothing has worked. I can login to my account through a web browser but it would MUCH nicer to use the app…
Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.How to transfer prepaid eSIM now that Android eSIM transfer has been disabled?
I was previously able to transfer a prepaid eSIM between Android phones using the Android eSIM transfer feature but it appears that functionality has been disabled by Telus. How can I do the transfer now since the app has very little functionality for prepaid. Thanks, Brian
3-Day Roaming Pass
Hello, I activated a three-day “Roaming Pass” via text message prior to my departure from Canada. Based on the email I received with the code, it sounds like it is activated when I use the service abroad, such as sending a text message, receiving a call, or using cellular data. Once activated, it is on until 11:59 p.m. local time. My interpretation is that I have three days of roaming credits, that is, the three days don’t have to be consecutive. Is this true or did I already activate my three consecutive days of roaming the moment I used my first day? Thank you!
