Looking 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 ?Outstanding balance on closed account
There seems to be no clear a potentially outstanding balance on a cancelled account. I have a current account and it seems I have an outstanding balance on a previous account closed in 2019. The automation system tries to access my current account. How do I navigate this and communicate with someone to sort this out?
issues in auto payment of prepaid existing plan
Hello, in my prepaid account i cannot find the option to set auto payment of the existing promo offer i have. i got 1 year prepaid promo offer of unlimited canada wide calling and texting last year and it is almost time of renewal and there is no way to pay for another year of prepaid bill to keep using this benefit. Could someone help in configuring auto deduction of that 120$ amount, instead of existing option of auto top up of random amounts?
Billing Issues
I ended my Telus services and account last June. But I received an email from a debt collections agency that I owe an outstanding charge on my account. I never received a bill from Telus with the amount the debt collection agency stated, and I payed the last bill I had from Telus in full before the account was canceled. If there was an actual charge left outstanding on my account why was I not notified? and if not, why did I get sent to a debt collections agency if I did not have an outstanding charge? I am very disappointed in the service quality of Telus, I shouldn't have my canceled account information sent to a collections agency without my notice of a bill.Can't see any details on my account (bills/usage). Site Errors out.
Coming from Reddit as well. Over multiple days/browsers/devices, can't see account details, bills, can't manage account. Where do I go from here? Payments have been going through since I have Pre-Authorised Payments set up. It's been quite a few months, but finally had the time to sit down and call in to telus support. I've been informed that this is an issue that multiple accounts are facing and there is no estimated time of resolution. Phone support said they've escalated this to their backend and they are working on it and might need screenshots of what I'm seeing.
