Cancelling Telus Internet service, why does it have to be so difficult ?
Everytime I call in to talk with loyalty team member reagrding moving/cancelling my internet service, it gets disconnected after 21 minutes and if i walk-in to store they say they cannot help with cancelling service and I have to call loyalty team but loyalty team seems to always auto-disonnect my call after 20 mins of staying in line. What is going on ?
Unable to change my Mobility to Prepaid from outside Canada
I had to leave the country in late 2025, and I ended up needing to keep my Canadian Phone Number active for personal reasons. I have been trying to contact Telus about having my mobility changed to prepaid so I don’t have to pay such exorbitant prices each month, but they haven’t been responding. The few times I manage to get a customer service person on call, they just keep shifting me across departments for hours on end. Can anyone help me resolve this issue?
MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication
I had Telus mob. account <Admin edit: removed personal info. Please see house rules.> with 2-year cont. In May 25 and prior to end of term (June 2025), I requested cancelling the account, keep phone and transfer number to a regular Telus mobility. We were told by Rep at Telus Wireless City Calgary that we would be contacted for remaining fee of 300 Canadian Dollars as we decided to keep phone. I tried to access account via "MyTelus App" and every time a message that account linked to email and log in credentials was cancelled and no access. Not even given account number to use in communications. I called Customer Service and every time I call to check, Telus Rep came back with answer that they could not see any outstanding fees on any of accounts. I kept checking and all of a sudden, I received a call from collection agency. I requested details from agency, and they provided Telus account details related to case. I phoned Telus back and filed several complaints and escalated issue several times to Escalation Team. Hours of phone calls, I tried to explain to them that previous Telus reps miss-communication and misleading info and also me having no access anymore to the account via MyTelus App led to this issue. I didn't receive any mail/communication from Telus to my address or email linked to MyTelus account informing me with outstanding amount. After escalation team filed a request form to Payment Depart, request was denied and reason was that Telus sent me a message at time I cancelled the account, which was received. By the way we were informed by the Telus Rep at time of cancelling account that a message was going to be sent and we received it, but no info on account billing. However, they totally ignored issues listed above, which were initiated by their system and reps and led to me being penalized for their mistakes and chaos. In Feb 26, escalation team directed me to Payment Department and pay was done after much hassle and surprisingly after a month I figured that Telus didn't send payment notification to collection agency creating issues and problems. I need Telus to cancel case with collection.
issues in auto payment of prepaid existing plan
Hello, in my prepaid account i cannot find the option to set auto payment of the existing promo offer i have. i got 1 year prepaid promo offer of unlimited canada wide calling and texting last year and it is almost time of renewal and there is no way to pay for another year of prepaid bill to keep using this benefit. Could someone help in configuring auto deduction of that 120$ amount, instead of existing option of auto top up of random amounts?
Bill Dispute Form Not Working
When calling in for business mobility support to dispute $1200 in erroneous charges I am only able to receive a texted form, and AI bot told me I could not speak to human. Well the form doesn’t work! The error states, “We’re having trouble creating a support request at the moment. Please try again later.” And yes, I did try later and received same response. Is there a direct phone number for a human?
Satellite connectivity features on S26 Ultra?
Hello, First time posting here, I have pre ordered the S26 Ultra and have read that it is fully capable of using satellite communications/connectivity. Does Telus support this feature? I recently read that Telus had partnered with a company and had successfully completed a trial run. Wondering if this is in fact available and if not when it will be. Thanks
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.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
