Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.
New Account Suspended
I signed up for an account yesterday (around 6pm) and started using my new plan on an esim right away. A couple hours later, service stopped working. I checked online and it said my account has been suspended. I tried using the chat bot for help—it connected me to an agent (supposedly) and I have been waiting for over eight hours for a response. I called their phone line several times, yesterday and today, and wasn’t able to reach anyone. How can I resolve this? Honestly, with how poor their customer service is, I may end up switching to another provider anyway.
Phone services disconnected
I received a text on October 23rd warning me of disconnection by the 7th due to a late payment. The text asked me to make the overdue payment by the 7th, which I did and that went through by November 5th. I then get a second text on the 5th saying I have 48 hours to make a minimum payment before service is cut off. I check the My Telus app and it just said that my next bill is due November 24th and to pay that before I incur late fees.. I check with the Chat Assist in the 6th which said the same thing as the app.. and call *611 on the 8th after I noticed nothing loading on my phone when I stepped outside. The automated voice message said my service has been suspended due to a missed payment on the 23rd of November? But it’s the 9th TODAY. How can this be? What can I do?
Phone Return Issue
On October 1 got a call from telus offering to lower my senior mom mobile bill. Needless to say she ended up with the person shipping her a new phone. She received a return label and sent the phone back through purolator. Now she has a $140 month bill. (My senior mom can't afford this!) From $23 a month. I called telus on her behalf and they have not received the phone, so they won't do anything. Is there anyway to remove those charges from her account?
Serious/Urgent Escalation: No Response
I had submitted a rather serious and urgent escalation online through the escalation form over the weekend. I prefer not getting into the extremely distressing, saddening and maddening details unless I must, however; the main issue is that we are now at Wednesday and I have yet to receive any kind of response. Any advice? Telus has left us in an absolutely horrendous situation because of all this and the experience is all the way from the frontline LnR Rep to one of the Managers. I had also called in to request to speak with a Manager from Canada but was denied. I am tired of being lied to by Telus Managers (and Reps) while at the same time being given completely false and incorrect information (I know all the calls are recorded). And this is a Business account too. sigh...patience is wearing razor thin.
BEWARE of Bring it Back
First of all, I had been on the Bring it Back program for YEARS. Suddenly two years ago I was charged the BIB amount after returning my phone. So the credit covered the fee which had never been charged before. In the end the rep figured out that somehow my account changed my account to just a trade in. But after 2 months a smart human realized it and fixed it. Fast forward to this year and guess what....it's happening again and not a single agent (when you can get ahold of one) knows what they are talking about. My husband is on BIB and has never had a BIB charge...yet here we are and I keep getting them. Will be moving all of my services tomorrow and returning the BIB device right away. Waste of 12+ years, countless hours on the phone/email and Telus does not care that they are losing 9+ lines of business phones and then also home services.
Network losing texts?
Is anyone else experiencing the network not delivering some of their texts? I am finding that at least 1/3 of the texts I have been trying to send over the last nearly 3 weeks are not being delivered to their intended recipient. I have tried troubleshooting issues with the phone (it is a new samsung s25 so it shouldn't have hardware issues either), the SIM card, and confirmed I have no issues with my plan. The recipient is aware I am trying to text them, and if it wasn't for them checking back with me if I had responded I wouldn't know the texts had not been delivered because my phone is saying they are being delivered. I am in service areas and have access to wifi, but the problem persists, with it affecting both SMS and MMS messages. Does anyone have experience with something like this happening, and if so, does anyone have any advice on how to solve the issue?Transfer of ownership mobile
My family has been with telus for over 15 years. The service has immensely declined and I am extremely frustrated. After over a month of making calls back and forth trying to settle an account transfer, being promised discounts and not receiving them, having issues with the transfer process so needing to cancel TWO of my lines, and not getting promised call-back’s.. I’m leaving telus as soon as we are done paying for our last phone. My issues are the complete lies that we were told about discounts. The lack of care to call back and resolve issues.. No way to escalate to a manager or someone else able to handle the issues.. constantly repeating the situation and being transferred around to different people.. over 900 dollars later we are fed up. I caved and paid because I’m sick of these charges making our credit look bad. But that should not be the case. This feels like bullying. I’m willing to go out of my way to voice this to the public. To warn others.. forget loyalty. 15 plus years means nothing.777222 Message from Telus and I can't reply
I have an appointment with Telus for install of internet, and they keep sending me messages asking for me to confirm from 777222. But, When I reply, the msg always bounces, couldn't be delivered. My phone plan is also with Telus. I've sent and received other msgs just fine at the same time. I called in and got a tech to manually confirm the appointment, but I'm still receiving the msgs to confirm. Very frustrating. Anyone else experience this? I hope the technician shows up.