TELUS closed 24/7 phone support — then keeps calling me at work to “resolve” it
I need to raise two related problems TELUS has not fixed. One is that TELUS keeps using the exact method I have already told them not to use. First: live phone support, which customers were long told was 24/7, now shuts down at 7 p.m. I work 7 a.m. to 7 p.m., seven days a week, so there is no window when I can reach a live agent. Chatbots and “message an expert” are not substitutes when an issue requires a human who can access the account, make a decision, and put it on the record. Ending phone support at 7 p.m. cuts off customers who do not have flexible hours. That is not acceptable for an essential service. Second: I am already at Stage 3 with the CCTS on this file. I have told TELUS repeatedly, verbally and in writing, not to call me during working hours. Those calls are a safety hazard because of the nature of my work. They keep happening anyway. What makes this worse is that TELUS is trying to “resolve” a complaint about unsafe work-hours contact by calling me at work. That is not follow-up; it repeats the very problem I am complaining about. This is the same pattern twice: close the only live channel at 7 p.m., then ignore a clear instruction about when I can safely take a call. My circumstances are being treated as optional. I am asking for two things, in writing: A real after-hours path to a live agent—not a bot or a callback during my shift. An immediate, enforced stop on outbound calls during the hours I have identified as unsafe. Do not contact me about this complaint using the method I am complaining about. Until both happen, the CCTS file stays open. I will keep a dated record of every after-hours lockout and every work-hours call. If a community manager or Customer Resolution representative can confirm both points here, I will work with that. If the next contact is another call during my shift, that call becomes further evidence for the CCTS.
Invalid Collection Claim from ARM/Telus
Hi TELUS_Support, I'm a former Telus customer - I terminated my home services contract in August 2025 and moved out of the country. At the time of termination, I settled my final bill via the direct debit Telus had on file, and I received no further communication from Telus after that indicating any outstanding balance (Telus still have my email on file, so I'm easy to reach if that had been required). On Wednesday (20th August) I received an email out of the blue from ARM Collection Agency claiming I owe approximately $146 CAD with no explanation of where these charges have come from. From looking at other forum posts, this seems to be a slightly disturbing pattern. Since I no longer have a Canadian phone number and I'm several time zones away, this forum is the ONLY way I have to reach someone (which in itself is ridiculous). Could someone from the team please review my account history and confirm my billing history and that this referral to collections was made in error? I'll send account details by private message as requested.
Before You Close Your TELUS Account, Read This
I've had ongoing issues with TELUS since last summer when I tried to cancel my TV services, and this latest situation feels like a continuation of the same problems. I understand that contracts have terms and conditions, and I accept responsibility for any fees that resulted from not cancelling on the exact date required. My concern is how difficult and confusing the process became. Once my account was closed, I no longer had access to my billing information. I was told that notifications had been sent by email, but some of those emails went to my junk folder. I had also moved before the account was officially closed, so I didn't receive any mailed notices. I spent more than two hours on the phone and was transferred five times. I received conflicting information from both TELUS and the collection agency. One TELUS representative told me that nothing could be done because the account had already been sent to collections. Another representative created a ticket and told me to wait 8–10 days for a review. The collection agency referred me back to TELUS, while TELUS said they couldn't access my closed account. Even after I paid the collection agency to protect my credit, I was told that TELUS couldn't reverse any charges, including equipment-related fees. My advice to anyone closing a TELUS account is to follow up carefully, check your email regularly (including your junk folder), confirm that all equipment has been returned, and make sure there are no outstanding balances. Has anyone else experienced something similar?Be aware and get everything in writing related to Telus offers
4 months ago I cancelled my existing Optik TV and bonded internet 150 service and upgraded to Telus Pure Fibre 3G internet. At the the same time I had a Shaw/Rogers 1G service that was costing $75.00 per month and the contract was ending. I chose not to renew the Rogers and go with Telus based on the newly place fibre in my neighbourhood. After a lot of time on the phone I was transferred to L&R which provided a great offer for Telus fibre. I was quoted 82.50/month. I have no idea if that included gst or not. The first bill was confusing with all the old service credits etc. My issue is that my bill is now 121.80/month, not what I was quoted. It looks like it is 95/month but all of a sudden I'm paying $7.00/month for each email address I have (3 in total). Speaking to customer service, they tell me that the emails cost that amount and were created when I switched to Pure fibre services. I have the option of cancelling them to save the 21.00. I have never in the past had to pay for email address and have been using these Telus email accounts since 2009. I cannot lose them as all email communications are tied to them. No mention of the additional costs where ever disclosed to me. Almost $40/month more then I was told. Spoke with customer service and was transferred again to L&R. Finally gave up waiting on hold and came here.MyTELUS App Showing Wrong Phone Number After Agent-Assisted Transfer”
Hi everyone, I’m trying to figure out a strange MyTELUS app issue. At the top of the app, where my name appears next to the arrow that opens the sidebar, it’s showing my dad’s phone number instead of mine. This started right after a TELUS agent helped complete a number transfer on the account. The transfer itself worked, but now the app is pulling in the wrong number even though the account is under my name. I’ve tried logging out, reinstalling the app, and refreshing the account details, but the incorrect number still shows. TELUS claims they’ve fixed it on their end and that it may take up to 48 hours for the correct number to display. It feels really strange, but it sounds like a temporary display glitch related to backend account syncing and caching after the transfer. Is there someone here who can investigate this further, or has anyone experienced the same issue? Thanks in advance for any insight.Renewal Nightmare
Hello Neighbours, Renewing home and mobility services this June/July has been shocking problematic. After struggling to obtain service that wasn't outright combative, I was finally able to secure passable agreements for both home and mobility with reps over the phone. Neither agreement of the agreements that were actually applied reflected what was agreed to. After hours and hours over phone and messaging with various telus reps, I thought that the items had been resolved with a manager local to me only to later realize there were still issues with the billing. Efforts to get these issues straightened out has been futile. I have not heard back from the manager/complaint resolution specialist within the promised 48 hour timeframe. Is there any department that can actually review prior call recordings, honour what was promised, and sort their way through the accounting mess to find resolution? At this point, I would honestly expect better than promised given the difficulty. Is filing an official complaint with CCTS or CRTC really the only option to get these issues properly resolved? After 20+ year with telus, I am absolutely bewildered
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.
Services Transfer Error
Hello! Just at a loss and extremely frustrated - hopefully I can get some help or clarification from anyone that's been through this. In Jan 2026 I transferred home services from my name to my grandmother. I was on a three-way call, a Telus technician at my grandmother's home called Telus on her behalf, and they called me to verify my info and transfer of all services from me to her. In January I was told that I was no longer associated with her account. In Jun 2026, I start receiving phone calls from a debt collection agency. Apparently my grandmother (and her new caretaker) did not pay her bills (she was in/out of hospital). Telus chose to bill me instead of my grandmother for reasons unknown to me. After numerous calls, Telus finally tells me Jun 30 2026 that the error was on their end, they see the transfer of services, and shouldn't have billed me. They say I'll receive a callback Jul 04 2026. I don't. So I can in again today Jul 08 2026 - now I'm being told there is NO transfer of services on their end and the account remained in my name therefore they could continue to bill me. I am so confused. The debt being sent to collections dropped my credit score during a time that my husband and I are trying to purchase a home. I'm so frustrated. Short of a CCTS complaint, is there anything else I can do besides calling in over and over to get this rectified?
