Forced upgrade, not honouring our old rate
So our apartment building in Esquimalt was set up for fibre, with a port over each door. We were told we didn't need to upgrade. Then we were told we did need to have the new fibre internet installed because the copper system would be dismantled and were given a day for techs to enter. Voila, our internet stopped working on a weekend because they dismantled the copper system before the tech guys visited. Put in a ticket, the tech guys came and installed the new fibre system. Told them we didn't want or need a high speed tier, and they told us we'd get a break on the price for the inconvenience of no internet for several days, 75$ or something. Never happened, of course. But here's the real issue-- the guy who came around to set up the initial installation dates for each unit looked at our account, and said that we could get our old copper rate of 84$ per month grandfathered in if we called before August (the date our 2 year intro plan expires and becomes about 140$, a ridiculous amount for basic internet). Well (after the usual nightmare of navigating the AI screening system) my husband just spent an hour on the phone with a guy who a) couldn't seem to get it through his head that our fibre system was already installed, b) kept trying to upsell add-ons or higher speed tiers that would supposedly make our bill cheaper, and c) said he would transfer to a supervisor, but disconnected instead and called back only to offer the same un-helpful options. The upshot is we are going to have to escalate outside the company because Telus is not honouring what the rep told us was possible -- keeping our old rate of 84$ if we called before the August renewal daUnfortunately this is typical of Telus now, the worst service, long phone waits, inconsistent advice and a failure to honour promises re rates.
Account renewal
My 2 year contract for 1 gig internet was due to expire on the 18th of this month. After initially setting up a cancellation I saw an offer of $60 plus tax for 1 gig, called in and renewed. I was told my new bill would be $60 plus taxes. Because this was done before my initial deal expired all my billing dates remain the same. Today I received notice of my first bill, and it's $97. Today I spent another hour on the phone trying to get the problem solved to no avail. If I was a sceptical person, I would say that Telus does this on purpose knowing a lot of people don't want to waste hours on the phone trying to adjust for a few dollars. Brutal.
Why has Telus sent me to a collection agency? Part1
Why have I received a notice that I must pay a collection agency for an account that was closed in Oct 2020. The account was not in arrears and was closed and I received confirmation that it was closed. I currently have 2 accounts that are in good standing and paid by automatic withdrawals every month. One account is a Mobility account # ending..243, the other account is for Home Services account# ending ...690. The home services account was created in so that I could continue with home internet to the house my mother owned. I was PoA at the time (she is now deceased). When I moved from BC to AB Telus Home Services Retention required me to create a new account, so I did with Daniel's help. In Nov 2024, Daniel gave me the new account# ending..690. Somehow in that administration process, an old cancelled account with the same number that the collection agency is now trying to collect for. Account ending#..0521. I called back to telus as soon as it was possible (January 2025) to connect and got a Telus agent in the Phillipines (Benji?). He assured me that a system error was responsible and that the account ..0521 would be cancelled. Benji gave me Ticket number...8145144. I have never received a bill nor paid a bill to Telus Acct#...0521, and all other accounts appear to be in good standing. Then Nov2025 and Veritas notified me of an amount owing - but due to lots of phishing and spoofing going on - and a complete lack of details, I ignored the Veritas claim as fraudulent. By Feb2026 it seems the account#..0521 had been handed off to Resolve Financial, I received notice but again due to a complete lack of details included other than an amount owing, and my inability to recollect a 9 digit account number that had been closed more than 5 years previously I ignored this Resolve email as a scam. On April 17 2026 I called Telus and spoke to Byron in Guatemala. He assured me it was probably a scam, and created a ticket Ref# SET-55468. 2100 Character limit - See Part2 TerryLooking for help to reduce pricing or get better value
I have 1.5gig internet (with some add-ons, security, etc... that I never asked for or used ever). I recently had a promotion sent to my work inbox for a 5 year price lock plan at $85 CAD for 3gig fibre internet, which I'd love to change to. Currently paying over $120/month for 1.5gig, any my contract ends in about a year. Is there a loyalty department I can talk to to try to either 1) lower my bill with the promotional credits that fell off, or 2) cancel this plan and get better internet for a lower cost? Sick of having to do this every year or two with any telecom company. It's such an unsustainable business model, I don't know how this is standard practice. I can't talk to anyone via email or chat, it has to be through the phone where I'm often on hold. Why is working with a communications company so difficult to communicate with? The irony.
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.
MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication
I had Telus mob. account <Admin edit: removed personal info. Please see house rules.> with 2-year cont. In May 25 and prior to end of term (June 2025), I requested cancelling the account, keep phone and transfer number to a regular Telus mobility. We were told by Rep at Telus Wireless City Calgary that we would be contacted for remaining fee of 300 Canadian Dollars as we decided to keep phone. I tried to access account via "MyTelus App" and every time a message that account linked to email and log in credentials was cancelled and no access. Not even given account number to use in communications. I called Customer Service and every time I call to check, Telus Rep came back with answer that they could not see any outstanding fees on any of accounts. I kept checking and all of a sudden, I received a call from collection agency. I requested details from agency, and they provided Telus account details related to case. I phoned Telus back and filed several complaints and escalated issue several times to Escalation Team. Hours of phone calls, I tried to explain to them that previous Telus reps miss-communication and misleading info and also me having no access anymore to the account via MyTelus App led to this issue. I didn't receive any mail/communication from Telus to my address or email linked to MyTelus account informing me with outstanding amount. After escalation team filed a request form to Payment Depart, request was denied and reason was that Telus sent me a message at time I cancelled the account, which was received. By the way we were informed by the Telus Rep at time of cancelling account that a message was going to be sent and we received it, but no info on account billing. However, they totally ignored issues listed above, which were initiated by their system and reps and led to me being penalized for their mistakes and chaos. In Feb 26, escalation team directed me to Payment Department and pay was done after much hassle and surprisingly after a month I figured that Telus didn't send payment notification to collection agency creating issues and problems. I need Telus to cancel case with collection.
Cancelling Telus Internet service, why does it have to be so difficult ?
Everytime I call in to talk with loyalty team member reagrding moving/cancelling my internet service, it gets disconnected after 21 minutes and if i walk-in to store they say they cannot help with cancelling service and I have to call loyalty team but loyalty team seems to always auto-disonnect my call after 20 mins of staying in line. What is going on ?
