customer service

87 Topics

Stream+ Activation Error
Trying to activate stream+ when i press on the link for Amazon Prime, Disney+, and Netflix it just states "Sorry, your subscriptions list is not available at this time. Please try again or check back later." Its been almost 24 hours. Ever since putting in payment information for Stream+ have received the emails for activation but have not been able to link or create account for any of the three streaming services listed above; due to the error message. Not sure what's going on or how to fix this.
Cwg23
2 years ago Place Mobility
39KViews
0likes
141Comments
Order Processing
I ordered an iPhone 13 two weeks ago in the mobile store. It has still not shipped and no indication the order has moved past the initial stage. No update since December 4th in order status page. I’m a business account so waited on hold for over two hours yesterday only to have the rep who finally answered transfer me to another department that was closed. Call disconnected! I have called multiple times to varying phone numbers I’m given to check order or cancel so I can just go to a store and pick up a phone as I need the replacement. I can’t seem to get the right department, or perhaps it doesn’t exist for business customers. How do I cancel an order that has not been fulfilled? Ship time was supposed to be max two weeks, and it has not even processed yet.
Solved
RkInsight
4 years ago Place Mobility
4.8KViews
0likes
1Comment
How to unlock an iphone 6s
I have an iphone 6s that is ancient. Was a customer of Telus for over 40 years, until today. I inserted the sim card from the new carrier and to my surprise the long paid for (8 years) phone is locked to Telus. Soooo I tried to chat and all I got was bots and then I was informed Telus was closed for the day. Then I called our local store ... answering machine saying leave a message as no one answers the phone there ... so now over the phone and it is over an hour wait or longer. Meantime this ancient phone is unable to be activated on my new service and is without service. Our service is paid up until Dec 6th ... ported the numbers and within 5 minutes account closed without verifying that all phones were unlocked. Help !! happy to be moving on !
Solved
bevhewitt
3 years ago Place Mobility
4.5KViews
0likes
3Comments
How to Get in Touch with TELUS?
Finding the right support channel for your specific needs is key to getting quick and efficient help with your TELUS services. We offer a variety of ways to connect with our support team, from 24/7 expert messaging to community forums and self-service options. TELUS Neighbourhood You’re already here. If you are simply curious, are looking for troubleshooting tips, or prefer to learn from the experiences of other customers, the TELUS Neighbourhood community forum is the place to be. You can use the search bar to find solutions shared by other members or post questions of your own. TELUS Expert Messaging For issues like billing questions, account changes, or technical problems, TELUS Expert Messaging is a great option. It's available 24/7 through the My TELUS app or click on the chat icon on our website. This allows you to get help from a TELUS expert at any time, day or night. GenAI Customer Support Chatbot For immediate, round-the-clock assistance, the GenAI support Chatbot is designed to provide quick solutions to common issues. Give it a try today. Phone Support For account questions, billing inquiries, general questions, or technical support, you can connect with a representative over the phone. For more details on phone support, including contact numbers and hours of operation, be sure to visit the Contact Us page. Social Media Support We also offer social media support. You can reach out on Facebook or IG to get the answers you need. Self-Service Options For quick and easy self-service, we provide several tools to help you manage your account on your own. My TELUS App: This app allows you to manage your account, pay bills, and track your usage directly from your mobile device. My TELUS Web: The My TELUS portal is a comprehensive knowledge base that includes guides, tutorials, and device manuals to help you find answers to your questions and learn more about your services.
dru
8 months ago Place Blog
2.9KViews
0likes
0Comments
Dishonest /Network Issues/ Dropped Calls
I had this whole situation typed up and ready to post and guess what … the internet glitched and it’s all gone . The short version is that over the last 6 months the Telus service has been horrible , I have called to complain multiple times with no effective solution. I was lied to by a Telus rep on October 15,2022 which was on a recorded Telus phone call where he offered Telus to take back both my devices & invisacharm - cancel the contracts with no penalty and refund me appropriately. I just needed to take the charm , phones and boxes into any Telus store ( was texted a link to show all store options ) and they would process the return . That was all a lie Telus please contact me in regard to this - I have spent almost 8 hours in the last 2 days trying to sort this all out
Sreslyn
4 years ago Place Mobility
2.7KViews
0likes
2Comments
Issues with Offer Redemption and Customer Service
I've been with Telus for almost 12 years and have ALWAYS had stellar service from them. Both reasonable and human, but now Everytime I call, nobody seems to have any authority at all even "at the highest levels". They keep saying "let me check what's available in the system" and it's always poor offers. There was one guy that sent me a good offer and said it can be redeemed in-store or online, so I drove half-hour to the Telus store and they could not redeem it, told me to come back the next day. Went back, still could not redeem it. I had to call in again, stuck on hold forever, and then was told they cannot honor the offer they sent. I argued for quite a while and then finally had to tell him that if he didn't honor it, I would report Telus to the regulatory body for telecommunications in Canada, which suddenly made him want to figure it out. He said he'd call me back at 5pm the next day and he didn't. I had to call in again (another hour at least on the phone), and he finally made the offer work. I told him that the offered stated I could redeem in-store and that I drove in twice at Telus's recommendation (half hour one way x4 =2hrs) and sat in store for about 45 minutes each time not to mention hours on the phone trying to redeem this one offer. He replied with "this was a very complicated situation, I had to manually do the whole thing and I came out successfully, so no I cannot do any more than that." So basically, the guy from telus complained that he had to figure out how to honor the offer they sent me, and then wouldn't reimburse me in the slightest for my 2 hours of driving, my time, or my aggravation. On TOP of that, the offer I received stated in no uncertain terms "you are eligible for family discount." It does not say "terms and conditions apply" or "please confirm eligibility with an agent" or anything of the sort, it is written as a pre-evaluated statement that I AM eligible. Again, Telus will not honor that. I hope someone in the management team reads this. I've personally been with Telus almost 12 years, brought my wife over from Eastlink, brought my grandmother over, brought multiple family members into Telus by sharing promotions that I've seen, and that does not seem to matter to them at all. If things don't change soon, I may as well just finish up my contracts and go find another service provider.
Stephen4
2 years ago Place Mobility
2.6KViews
1like
4Comments
really really bad service
I am shocked that Telus had me on hold for over 3 hours / 3 agents then hung up on my call. This is just to find out the status of a delivery OMG OMG OMG I cant beleive the incredibly [poor service!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
zen1502
2 years ago Place Home Services
2.6KViews
0likes
5Comments
Is Telus Customer Support That Bad?
Today I went to upgrade my 1Gig Fibre plan to 3Gig. I have all my own equipment, router, ONT etc. I tell the lady I don't need to rent equipment or have a tech sent out as I always do my own internet install. For god sake the worker on the phone is forcing me to rent equipment, have a tech sent out, will not listen to my inquiry at all. Also quoted me higher than the price given on the website to modify my plan. How in gods name do we get a customer agent/technician over the phone to satisfy my needs? Never ONCE have I had this issue in my years with Telus, always a easy to use upgrade / change. Never once have I had this happen. Really disappointed.
TMTFish
2 years ago Place My Account
2.5KViews
0likes
5Comments
Why am i unable to Remove an account off my telus account?
So im having trouble remove an account on my telus account that i never had the intention to keep, i was given the wrong account number and now its stuck on my account, which i am unable to remove. i tried to call get help over customer service but they couldnt help me at all. is there no way to remove it off the account? will the charge automatically go to me? so i came to the forums. asking for help as i do not want someone elses account on my telus account.
T604Y
2 years ago Place My Account
1.3KViews
1like
3Comments
Exceptional Service from Bryan in the Loyalty Department
Bryan from the Loyalty Department did an excellent job explaining my offer and went above and beyond to help me secure the deal I was looking for. His professionalism, clarity, and dedication made the process smooth and enjoyable. Thank you, Bryan! Telus, you have an outstanding team member—he truly deserves recognition, and I hope you consider rewarding his exceptional efforts.
Solved
razzbtelus
2 years ago Place Home Services
1.2KViews
0likes
2Comments