Unannounced rate hike and bill after cancellation
Well, where shall I start? My internet bill used to be 50 dollars and last year it randomly jumped to 75 with no notification. In addition, I found out Telus kept charging me for security camera for THREE years after I no longer used it. The truly audacious part is that, after I cancelled my account, I was hit with another bill of close to $100 for a period where my usage of their service is absolutely ZERO and with the modem returned. Having been using Telus for years, this makes me not wanting to return to it at all.
Multiple errors on Billing both mobility and internet
Mobility issue I was with Rogers for my mobility plan and when an Telus agent called me on march 2026 to offer me a better deal. I have called Telus multiple times had a back and forth conversation with telus mobile support chat about 11X over the past 3 months I have two mobile lines one line has now the correct discounts but the other line still has the missing discount. I was called by a telus agent last weekend telling me he can't give me the discount because it was from the loyalty deparment. I am just hoping telus to fix this because they offered me this deal to get back to Telus?? Internet Issue: I had a 2 year contract of internet with Telus from Dec 2024 to Dec 2026 I moved our services In April 2026 and an agent offered to switch and renew our contract Once our contract is renewed I was being charged the previous internet and the new one and not only that but they were still charging me the $5 doorbell camera that should have been ended since 2024. I file a complaint about double billing about 1 week ago and was told it was resolved I spoke to an agent through chat again today to dispute the $5 dollar installation hardward as we did not do this and we were only given a doorbell camera from 2024 that we just moved to the new one and did not ask telus to install it and on top of that she told me that I have 2 lines which was incorrect for myinternet bill How can I completely resolve these issues repeatedly from telus? change service to a different provider?
Forced upgrade, not honouring our old rate
So our apartment building in Esquimalt was set up for fibre, with a port over each door. We were told we didn't need to upgrade. Then we were told we did need to have the new fibre internet installed because the copper system would be dismantled and were given a day for techs to enter. Voila, our internet stopped working on a weekend because they dismantled the copper system before the tech guys visited. Put in a ticket, the tech guys came and installed the new fibre system. Told them we didn't want or need a high speed tier, and they told us we'd get a break on the price for the inconvenience of no internet for several days, 75$ 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.Get To Know The My TELUS App
Get To Know The My TELUS App Did you know we have a highly rated app that allows you to check your bills, usage, and much more at the tip of your fingers? We know that your time matters, and the My TELUS app has got you covered! Let's take a look at everything you can do with the app. The benefits of using the My TELUS app Making changes to your plan & add-ons Viewing your bill & usage details Setting up data notifications & limits Checking/keeping track of your data usage Reduced wait times on the phone How to create & access your account 1. Download the My TELUS app on your iPhone or Android device or text “app” to 54555 to download. Alternatively, you can also access the web version here. 2. Once downloaded, you’ll have the option to sign up for My TELUS or log in (if you’ve already created an account in the past). 3. Log in and you’re ready to go! You can now make changes to your services & view your usage details. If you have any questions, reach out to us over on our Facebook page or Xaccount, or send a private message to our TELUS_Support handle and we'll be around to help! FR version
Pre-authorized payment discount not active ?
Hi there, I've been using Telus for a little bit more than 3 years now with 2 phone plans and 1 home service. Today, I learned about the pre-authorized payment discount that we can get on phone plans (and potentially on the home internet service too ?) and realized that I've never got it. I am paying my bills with the pre-authorized payment from a checking account (not from a credit card), and from the research that I did, it looks like my plan should benefit from that discount. Does anybody know if the EPP Unlimited 25GB 5G is really eligible for that discount ? Is the PureFibre Internet 1.5G plan also eligible for that ? Thanks in advance, JC
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.
Can't Download Bills on App
For a while I have been trying to download bills via the Telus app but keep receiving an error message. I thought this would be fixed following the app update of the other day but alas no. Is there a fix for this? I can download bills by logging on to the website but not the app anymore. Also, the AI engine on the app has stopped working too.Purefibre Migration experience
Yesterday, May 20, 2026 a technician came. He just had to finish the installation for the TV that was included with our mandatory migration to fibre. He arrived two hour and 30 minutes later. He decided that he had to improve our installation: we just asked to finish what he had to do with the TV. He wanted to try more and to fix something chatting with an agent on his phone. In the end he messed up completely with our landline agreements removing few important features we had. His job with the TV was just 20 minutes long to say the most and he told me “oh you can call the loyalty department they will fix all the things that have been taken away from your plan. “ When he left was 3 hours later. In total we waited 5 hours for a job of 20 minutes. This morning, I called Telus at the loyalty department, spent one hour on the phone and ended up with paying at least 20 $ more per month because the agent told me he couldn’t fix what was done yesterday by that agent on our agreements and eventually adding to our plans “almost” what we had before but at an higher cost. Frustration and more frustration for something that could have been easily solved and at no extra costs. 😟 How can we go back to our previous agreements? The ones we were promised that wouldn’t change with the migration and with all the features we had.Busuu Subscription?? What is that?
This situation reflects very poorly on TELUS and its billing/security systems. I was charged for Busuu/Google Play services on my TELUS bill even though I have never downloaded the app, never subscribed to it, and had never even heard of it before this charge appeared. I checked my Google Play account, subscriptions, installed apps, and payment history; there is absolutely no record of Busuu anywhere. What made this even more frustrating was TELUS customer service refusing to take responsibility and pushing me to contact Busuu instead, despite the charges appearing directly on my TELUS bill. If TELUS allows third-party companies to bill customers through their accounts, then TELUS should also be responsible for properly verifying and securing those charges. After looking online, I found multiple TELUS customers reporting the exact same issue involving unauthorized Google Play charges. This clearly does not look like an isolated incident and raises serious concerns about TELUS’s security and billing practices.
