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.
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.
Telus taking me to collections after an account closure from 5 years ago
I recently started getting emails from a collections agency for an account that was closed back in 2020 which was 5 years ago. I have spoken a few times with customer support, the collections team, and the loyalty team at Telus and have been sent all over the place with no answers. The collections team originally stated that they would go through an approval process to credit the charge back since I was never given any indication that I had owed any money to Telus. No emails, no phone call, and I had opened a new home services account with them a year and a half after closing the original home services account but was never told a thing. Just this week I had spoke with the collections team again who said that the account was opened by a technical mistake and that they would put in the requests with the back office team to credit the amount back. The collections team agent then said I will have to speak with the loyalty team to get the credit the amount back so they forwarded my call to the loyalty team. Speaking with the loyalty team member they informed me they would put in some approvals and call me back in a few days to provide an update. cont..Sorry, you have been blocked You are unable to access telus.com
Keep getting this message when trying to login to mytelus account to view my bills. Says I have been blocked and there is a Cloudfare Ray ID given at the bottom of the page. Have tried multiple browsers and also deleted my browser cache but nothing is helping. How do I resolve this issue? Thanks in advance
Internet service contract expiration arbitrarily changed by TELUS
I signed up in October 2023 for what was then called "office" internet, with a 3 year contract (expiring October 2026). At the end of 2024 we moved, so I started inquiring about moving my existing service to our new home. After several back and forth emails and phone calls, I was told that the move would not be a problem, since the same fibre 1G service was available at my new location, and that the existing static IP address could be kept as well. On the date scheduled the TELUS installer came to connect the service but, surprise, I was told me that he was not aware of this been a continuation of a business plan, but a new home installation. After a couple of internal call on the tech part, my service was enabled (also got a new account number). After several calls with tech support, my static IP was as well. Fast forward one year, and I contacted TELUS to inquire about possibly switching to home service ASAP, or when my contract expires, and also ask about TELUS repeatedly overcharging my account, even though a valid CC has been on file according to the MyTelus website. In the course of multiple phone conversations, I am told that my contract is now set to expire in November 2027. I kept asking the reason why this could have happened, since my original contract duration was 3 years, not 4. Eventually the rep tells me that the reason for the change was the move itself: according to them there was simply no way the contract could not have been "reset" by moving, even though this was never pointed out to me ever during me asking about moving my service I asked to be called back by a supervisor, and she confirmed that the move was the one and only reason for this. There is NOTHING they can do, except moving me to monthly renewals, which effectively doubles my costs for the next 2 years. I've been with TELUS since the 90s, copper, DSL and finally fibre. I just wanted to ask if anyone knows if the story I've been told makes any sense.13 months waiting for a cheque
After opening a case with CCTS last year, Telus agreed to pay me $160 for misrepresenting their fibre product and damaging my home. I still have not received a cheque, 13 months later. I’ve called CCTS again and again, and Telus agrees to send the cheque again and again. But they never do. Should I be looking at small claims? I thought a CCTS agreement would resolve this, but Telus has no interest in following through on their word. I don’t know who else to contact at this point. I sent the CCTS another email. It’s been so long, the original case manager’s email doesn’t work anymore. I also emailed the Telus “Solutions” email that they contacted me from after opening the original case. At this point, the money doesn’t even cover the dozens of hours sunk into this mess.MyTELUS App Showing Wrong Phone Number After Agent-Assisted Transfer”
Hi everyone, I’m trying to figure out a strange MyTELUS app issue. At the top of the app, where my name appears next to the arrow that opens the sidebar, it’s showing my dad’s phone number instead of mine. This started right after a TELUS agent helped complete a number transfer on the account. The transfer itself worked, but now the app is pulling in the wrong number even though the account is under my name. I’ve tried logging out, reinstalling the app, and refreshing the account details, but the incorrect number still shows. TELUS claims they’ve fixed it on their end and that it may take up to 48 hours for the correct number to display. It feels really strange, but it sounds like a temporary display glitch related to backend account syncing and caching after the transfer. Is there someone here who can investigate this further, or has anyone experienced the same issue? Thanks in advance for any insight.
Verifying that my home phone service has been cancelled?
On Monday I called the -2323 number to cancel my home phone service, my old land line. Should I have received an email acknowledging it? I haven't received an acknowledgement nor does MyTELUS indicate anything about it, so I don't know if the cancellation has been processed, been lost, or is merely in a queue. Is there any way to find out?
Partner passed away, need to cancel his account
What do I need to do to cancel my partner’s account? He passed away a few weeks ago and said that I won’t be able to cancel it until after he’s gone and I can bring a death certificate. I don’t mind going to the nearest store to do this, I just don’t want to forget something and have to go back and forth. I already have so much to do since his passing. I’d like to get this taken care of quickly. thanks in advance