Have CAN/US/MEX but can't connect in Mexico
I have the unlimited 5G 100 Canada-US-Mexico. Once I landed in Mexico I found I can't connect. I've reset my phone multiple times, made sure the roaming setting was on, tried to connect manually to every carrier available in the setting. Nothing works. Extremely frustrated as I've been paying extra for US/MEX for no reason, and the Telus help not keeps saying someone will call me. They can't, because I can't connect to the cell service I've been paying for for over a year now. Yeesh. Anyone got any ideas while I still have limited airport Wi-Fi? Haha
Telus Rewards - Incorrect Tier
I am a gold tier currently - however, I have 4 services and should be at minimum Platinum, I keep calling and getting a run around how they are unable to see why and that a rewards team member would look into it, ITS BEEN MONTHS, and 4 attempts and I am STILL at Gold Tier.. losing out at all of these points and additional perks :( ! ANY ADVICE WOULD BE REALLY NICE, how to get my tier level updated ALL OF MY ACCOUNTS ARE LINKED - clearly states "2 accounts 4 services"!Trouble Porting In from SpeakOut to TELUS Prepaid
I’m trying to port my number from SpeakOut to TELUS Prepaid and haven’t been able to get help either online or by phone. I’m wondering if anyone else has had the same issue or found a solution. Here’s what I’ve done so far: I purchased a TELUS prepaid plan, set up my account, and was assigned a temporary phone number. When I dial *611 on my TELUS SIM, I’m redirected to the virtual assistant. I asked about porting my number, and it told me to call 1-855-251-2601 or 1-855-278-2808, but both numbers are no longer in service. I then messaged TELUS support through this forum. They asked for my phone number and IMEI, but said they couldn’t help because I couldn’t provide an account number, which SpeakOut doesn’t assign account numbers. They gave me another number 1-877-868-3587 to try. When I call it, I enter my old number and my TELUS temporary number. The system says it’s retrieving my information, plays music for a few seconds, then cuts to an automated message saying there was no input from me. It then prompts me to re-enter the TELUS number and loops back to the virtual assistant again. At this point, I can’t seem to reach a real person, and I’m completely stuck. Has anyone successfully ported in from SpeakOut to TELUS prepaid? Is there another way to do this without an account number? If porting prepaid numbers isn’t supported, does anyone know if TELUS would at least provide a refund? Thanks.
Difficulty Retrieving Past Invoices and Support Issues
This is about invoices, attempting to find the first five months of the year & being unable to. Why? In June due to spotty rural-mobility-internet Telus switched me to a new mobility internet mode, attached to the exterior of my home. The previous service ran through a small in-home box with a Sim card -- both services are/were with Telus Mobility. Fast forward to needing to submit invoices for the year and attempting to download them: they are available June -December but not January - May. Asking the support ChatBot for help was like asking my dog to empty the dishwasher. Totally useless. I called for support and after many (many) stretched out minutes of my life a human named Herbert told me he'd help me. He even asked how my day was going 🤪 AND YET. After me sharing the account number of the previous connection, I was told that it didn't exist. Also NO he couldn't pass me through to anyone at all to discuss this with because, as he patiently explained several times to my incredulous ears, my account didn't exist. So I couldn't be helped. Despite me having several years worth of emails reminding me of my many preauthorized payments! Eventually he put me on hold to reconfirm with his supervisor that indeed he was unable to help me. And that was the last of Telus's human help. Me, I waited on hold there for 20 more minutes. Truly a fool for expending my last shred of faith. The agent never returned to the call. If it wasn't for really needing the $500 of paid invoices, I wouldn't be typing this. Before I arrived here in the 'neighbourhood' (🤮) I searched the Telus website for 'human customer service' – they offered me GenAI Support Tool (🤮). And now, having read this far, you understand the title of this post: so many lols with the chaos of telus. And if any helpful soul out there in the 'hood has any recommendations about how to access the early-year invoices I'd be charmed for sure. Until then, I'll be over here scrolling telus's collection of cute animals. So calming.
Billing Discrepancies and Unsatisfactory Support Experience
I spoke with a representative who claimed to be from the Loyalty department. I called Telus. I'm guessing she was offshore. So I hear a dog barking in the background and I ask her why is there a dog barking in the background and she tells me that she is working from home. This is highly unprofessional for a major telecommunications company. Who wants to hear extraneous sounds like this when conducting business? Credits started disappearing from my bill and while there were numerous credits with an effective date of February 18, 2025 to February 17, 2026, one of these credits actually disappeared from my bill. The rep had no clue about it and was trying to convince me that the credit expired notwithstanding the fact that all other credits with the same dates were still on the current bill. It amazes me that these people are allowed to work from home, obviously with no support and such a lack of knowledge. So she gave me a price which was triple what I was paying and then changed it to double to what I was paying on my monthly bill. Does Telus really expect someone to pay double what they were previously paying on their bill for home services? I asked her what was the procedure for returning the equipment and again, she had no clue and said that information is provided if I give her a cancellation date. I guess my question is to know if there is any way of reaching out to get someone competent and knowledgeable with whom to discuss this. I would have just cancelled then and there but I need to arrange replacement services first and somehow I am hoping that this individual is not a reflection of Telus' service standards. Is there any way to get a local manager to call me?
Solving an escalation
I spent 2.5 hours with Telus yesterday speaking to 3 different employees & waiting. Telus is not honoring the verbal offer that I was given by the first agent - they are redacting their statement and breaking the verbal contract that I entered with them when I agreed to proceed with the offer. I escalated the issue and requested a supervisors intervention, he agreed to look into the issue and call me back the following day at a time conducive to my work schedule. He called me back with no answer other than redacting the offer, I also requested a call back to cancel TV services as I already waited on hold to do it the day before and they were unable. I was told I would get a call this evening from a cancellation rep and I would hear back from him. No one contacted me. My experience with customer service has been horrendous. If this does not get rectified I intend on issuing a formal complaint.
Return label for Bring it Device
I have called customer service 9 times and all 9 times I have been told different things. They promised to send the return label within 48 hours which still has not been sent. Every time when I call telus regarding this matter, I have to spend at least 30 min to talk to a telus agent. You guys wasted my time and I am very unsatisfied with the service. I've still didnt get return label yet. And my return device period was expired. Please help me to solve this problem.Mobility Offer Issue
I’m posting this to see whether others have had similar experiences and to highlight what feels like a clear bait and switch or, at best, serious internal incompetence. My TELUS services were up for renewal. Over several weeks, I received multiple calls from offshore representatives. While I respect offshore support teams. Later in November 2025 a call from Patrick He offered the following in writing, dated November 28, 2025: CAN–US–MEX Unlimited 100GB shareable 4 mobile lines at $30 per line iPhone 17s at $10 per phone Two TELUS/Bell fibre internet connections at $75 We agreed to proceed.Shortly after, the internet contract arrived and it was wrong. We requested corrections repeatedly. None came. Despite emails prompting us to “connect services,” we never received finalized contracts for mobile or internet.After requesting escalation, we were later told by another agent that the offer was “fraudulent” and that Patrick was a fraudster. Here’s where it gets absurd: someone else in my office accepted the same offer and received four Nubia Flip 2 phones (~$800 each) with TELUS SIM cards. If the offer was fraudulent, how did TELUS ship real hardware through their own systems? After two months, 50+ emails, and countless calls, another rep confirmed Patrick was a TELUS employee. The final response reframed the issue as if I were asking for a competitor price match—which I was not. I simply expect TELUS to honor a written offer made by their own representative. Has anyone else experienced written offers later denied, reps disowned, or deals reframed as “price matching” after the fact? I’m still open to resolving this reasonably—but honoring a written agreement should not be controversial.Thank you
