Need to cancel Business Internet in ON -- early lease termination!
Hello there, I signed a 3-year contract for Telus 1.5/940 fibre internet on Sep 2025 in Scarborough, Ontario M1G....and now I'm left with equipment I can't use! I had a 12-month lease on my home, but it had to be terminated early due to mold toxicity that rendered the unit uninhabitable. The landlord agreed to let me out on January 31. I can't continue Telus internet service at the address, as I've moved out; not because I wanted to, but it was unsafe to live in. My new address doesn't allow any more Telus lines to be installed. Customer service checked and confirmed as such. Telus and I are both in a catch-22. I have a modem and NAH I'm not able to use, and Telus is unable to fulfill their end of the contract due to circumstances beyond both their & my control. I repeat: Telus is NOT able to fulfill THEIR obligations to the contract. I raised a ticket with the appropriate department. On Jan 30, I had a phone call where the agent told me they'd escalate this to senior cancellations. He said I'd get a call back in 48 to 72 business hours. It's nearing 2 weeks and I've yet to hear back. My company has been a faithful Telus business customer since 2019 with 2 mobile lines that remain in good standing. In fact, last February we renewed both lines for a 2-year term. I've been happy with my business internet. If I move to another province this year, I'd bring it there in a heartbeat. It just makes no sense for Telus to charge for a service they can't provide. I am leasing the current address until the end of August 2026. I hope it won't take a CCTS complaint to get things moving, so my request is to suspend the contract until I am at an address that Telus can service, or, failing that: void the contract. My business internet is a separate account from my business mobility, as Telus has told me that they can't be combined under business. Your prompt action is much appreciated. Best, Alexander
Fiber issues and business down
We have changed a firewall and spent 2 days with Telus to get it operational. We were working than a few hours later go offline. Was told it was resolved last night. Today we are down again, no internet, emails, business connect voip phones etc. Called telus support and they advise it is a hardware issue at their end and a tech can get to it Tuesday. Is this common and what restitution is there when I have to shut my office down for two work days to wait for a tech to fix their issue?
Business Line Support Process Frustrations
I've seen through the forums that many of us have the same problem. 1 - We experience an issue with our telus business line so we go to the technical support page. We spend time to explain our problem and then submit the ticket, we then experience the first problem. It also wipes our forms so if we didn't save our information, we lose it all. 2 - We go to the chat to explain our problem to the AI. The AI is confused and doesn't understand the issue, when we also explain that the problem is we can't log a support ticket. It gets more confused. 3 - We finally admit to ourselves we have to call the Telus Business Support Line. We experience the AI problem again, in circles it goes - if it mishears you - it goes on a tangent about changing plans. You need to call back, speak with purpose and when it understands you need technical support - it begins its troubleshooting. NOW thats a nightmare. Especially if you're a engineer. 4 - The final boss. You get put into the Telus support queue finally. The IVR then lets you know, there is over an hour to wait. No option for callbacks, just wait and then sprinkled within the IVR is letting you know about upgrades. If I knew this was the level of support I would be getting on a business line. I would have just opted for a consumer line, I truly regret the decision to move to Telus 3 years ago and when the contract comes up for renewal - I'll be moving unless something changes.The bundle discount has not been applied after 6 billing cycles
According to our agreement, a $20 bundle discount is listed, but it has not yet been applied. It’s been 6 months now. We would appreciate your assistance in resolving this matter. We are posting here because we cannot submit a support request or bill dispute due to ongoing technical issues since last year. We also called TELUS, but the call disconnected due to a technical issue, and live chat remains unavailable. Any help would be appreciated. Thank you.Last attempt before legal action
I have been a loyal TELUS customer since before the brand existed. Over the years, I watched TELUS grow into a leader in Canadian telecom. Unfortunately, my recent experiences as both a customer and property owner of Redwater Site #1210 have declined to the point that they require public attention. Several years ago, I was the victim of TELUS Mobility fraud. I ordered one phone but was sent three. I returned two immediately, yet was billed for all three and later charged for plans tied to those devices once activated elsewhere. While travelling, the one phone I kept was abruptly shut down by TELUS’s fraud unit, leaving me stranded and forced to buy a replacement. Since then, I have spent more than two years pursuing a refund and resolution. I have endured broken promises, managers who never called back, being yelled at, falsely accused, hung up on, and misled about U.S. coverage. Escalations produced no results. I continue to face charges for services I never used, including U.S. roaming fees. I repeatedly asked for a mobility plan that covered Canada and the U.S., but this was never provided. Adding to this, I am entitled under my tower agreement to four complimentary phones of my choice every two years. Despite repeated written and verbal requests, I have received none. As a matter of professional courtesy — corporation to corporation — I ask TELUS executive leadership: What do you advise if my requests for resolution, contract fulfillment, and fair compensation continue to be ignored? I will gladly send proof of Telus's internal fraud, bills and communications with Telus for the last 2.5 years to anyone that will listen and take action. My only goal is fair treatment, accountability, and the service TELUS claims to provide its customers. I look forward to your prompt response. Brian Lasner, MD
Renewal the Business plan
I have maintained a Telus business account for approximately five years at what I considered to be a reasonable rate. However, in 2023, my monthly bill suddenly increased by 50%. When I contacted Telus for clarification, I was advised that nothing could be done. As a result, I was forced to switch to another provider, incurring activation fees and SIM card fees for four lines. Shortly thereafter, a representative from Telus’ loyalty department contacted me. They acknowledged that the previous handling of my account had been inappropriate and assured me that Telus wished to retain my business. I explained that my concerns were not purely financial, but also related to the quality of customer service and reliability. The representative guaranteed that such an issue would not recur and assured me of a permanent and reasonable rate to offset my out-of-pocket costs, which were already in excess of $400. On this basis, I agreed to return to Telus. Unfortunately, less than two years later, Telus again applied a sudden and disproportionate increase, this time raising my monthly charges by approximately 75% across all lines. When I contacted Telus regarding this matter, I was told, “We cannot do anything—do whatever you want.” I consider this treatment to be unreasonable, misleading, and detrimental to small business owners, particularly after explicit assurances were provided by Telus’ loyalty department. I am seeking guidance on how to file a formal complaint regarding this matter and hold the company accountable for these practices.
Telus still refuses to sell us product
Been two weeks now. I need to get phones into our staffs hands. Telus will not sell us equipment or help. Been waiting for a answer for over 2 weeks now. Stilll nothing. Looking at everything else other than telus to get support. What is Telus doing about proper service and simply calling clients so they can purchase more gear ? HELP!
Store opened Business Personal Account Regular
HI Telus Forums, I wanted to post in case others have had this issue. I opened a "business account" at a telus store the other day where I provided my company's BN and incorporation date. I asked the rep whether the credit check goes to the business credit, and not my personal credit - he said yes. I was having a ton of trouble with the caller display not showing the company name, and added the $3/month service for adding out-bound call display. Business accounts don't come with this by default. After adding it - the name was still not displaying on out-bound calls. Turns out the rep in the store opened a "business personal" account - which is a business account of sorts - only the credit check goes on my personal credit - not the business credit account. Unfortunately the rep on the phone could not change the account from "business personal" to "business regular" for me. She advised going back to the store that opened the account for me. Which is just frustrating...
