Exceptional support
I had some issues with my bill but this one person ayleen from the expert messaging team really helped me out overall, on clarity and helping me save money on my bill i would give them more than 5 stars if i could, (was trying to give 5 stars after the ticket closed but was a bit buggy so i had to post here so their help doesnt go unnoticed)
Delivery issues with online Mobility upgrade
I decided to upgrade my phone online as I was due for a new device in June, and the deal online was very good. There was no option to pick the device up in store, and I did not see any warning while placing my order that online orders are to be delivered during business hours ONLY. If I had known that, I never would have placed an online order as I work Mon-Fri I can't take time off of work. Ordered new phone on Tuesday, it was shipped Wednesday, FedEx attempted delivery Thursday & Friday during business hours- again, I did not realize they would only deliver during those times. On Friday, FedEx sent the phone back to Telus Calgary. Spoke to Telus customer service on Friday, she said once the phone is returned to the warehouse and processed the order will be cancelled and I can re-order the device/plan I originally chose, and select pick up in store. On Tuesday the phone was delivered back to Telus. The following Monday (June 8) I emailed telusorders for an update on the phone. Then I called customer service 1-866-488-2709. He said he was going to check with the warehouse on the status of the phone. He called back, said they haven’t inspected it yet for the return process. He said no I cannot order a phone online and pick it up in store. First 2 reps both told me I could. No control from Telus over courier delivery time & day. FedEx won’t let me change pickup point online on my end. He said to try contacting Telus again in 1-2 business days after the return team has inspected the phone. Wednesday June 10: over 48 hours since I emailed Telus order team, no response. Order still says “shipped” on order tracker. I need to return this phone by June 26th or pay the owing amount on my bring it back plan. Two business days later, there is no update, no email from the order team, and I am still without the phone I tried to upgrade to over two weeks ago. To say that I'm unimpressed, disappointed and frustrated as a customer of 7 years is a massive understatement.
Unresolved Referral Credit & Portal Issues — Escalation Request
I joined Telus in January 2026 and referred two customers shortly after. I was informed that the referral credits would be applied within 4–5 weeks. It has now been nearly six months, and I have yet to receive either credit. I have contacted customer service on multiple occasions and filed two support requests (IDs: 2492270 and 25145066). Each time, I have waited on hold for approximately one hour, only to be told the credit would appear in the next billing cycle. Despite these assurances, the tickets are marked as "Resolved" without the issue actually being addressed. After several billing cycles with no credit applied, I question whether this referral program is functioning as intended. Additionally, after receiving my most recent bill yesterday, I attempted to submit a business support request through the website, but the form has been non-functional for over two days — an unacceptable experience for any company's customer-facing portal. I am requesting that this matter be escalated to management or someone with the authority to: Resolve the outstanding referral credits immediately. Address the recurring disconnect between support ticket resolution status and actual issue resolution. Investigate and fix the business support request form outage — and clarify why a basic web form takes multiple days to restore. Review the quality of customer service being provided, particularly the pattern of false assurances and premature ticket closures. I appreciate your prompt attention to these matters.Forced upgrade, not honouring our old rate
So our apartment building in Esquimalt was set up for fibre, with a port over each door. We were told we didn't need to upgrade. Then we were told we did need to have the new fibre internet installed because the copper system would be dismantled and were given a day for techs to enter. Voila, our internet stopped working on a weekend because they dismantled the copper system before the tech guys visited. Put in a ticket, the tech guys came and installed the new fibre system. Told them we didn't want or need a high speed tier, and they told us we'd get a break on the price for the inconvenience of no internet for several days, 75$ or something. Never happened, of course. But here's the real issue-- the guy who came around to set up the initial installation dates for each unit looked at our account, and said that we could get our old copper rate of 84$ per month grandfathered in if we called before August (the date our 2 year intro plan expires and becomes about 140$, a ridiculous amount for basic internet). Well (after the usual nightmare of navigating the AI screening system) my husband just spent an hour on the phone with a guy who a) couldn't seem to get it through his head that our fibre system was already installed, b) kept trying to upsell add-ons or higher speed tiers that would supposedly make our bill cheaper, and c) said he would transfer to a supervisor, but disconnected instead and called back only to offer the same un-helpful options. The upshot is we are going to have to escalate outside the company because Telus is not honouring what the rep told us was possible -- keeping our old rate of 84$ if we called before the August renewal daUnfortunately this is typical of Telus now, the worst service, long phone waits, inconsistent advice and a failure to honour promises re rates.
Pre-authorized payment discount not active ?
Hi there, I've been using Telus for a little bit more than 3 years now with 2 phone plans and 1 home service. Today, I learned about the pre-authorized payment discount that we can get on phone plans (and potentially on the home internet service too ?) and realized that I've never got it. I am paying my bills with the pre-authorized payment from a checking account (not from a credit card), and from the research that I did, it looks like my plan should benefit from that discount. Does anybody know if the EPP Unlimited 25GB 5G is really eligible for that discount ? Is the PureFibre Internet 1.5G plan also eligible for that ? Thanks in advance, JC
Account renewal
My 2 year contract for 1 gig internet was due to expire on the 18th of this month. After initially setting up a cancellation I saw an offer of $60 plus tax for 1 gig, called in and renewed. I was told my new bill would be $60 plus taxes. Because this was done before my initial deal expired all my billing dates remain the same. Today I received notice of my first bill, and it's $97. Today I spent another hour on the phone trying to get the problem solved to no avail. If I was a sceptical person, I would say that Telus does this on purpose knowing a lot of people don't want to waste hours on the phone trying to adjust for a few dollars. Brutal.
Agreed to swap to Telus pre-move in with promised discount. Discount not applied.
Hi all. I made the choice to sign up for Telus internet a month before the move to my new place, and I was contacted by Telus a few days offer who offered a mobile plan that was said to be cheaper than my then current carrier Fido, due to a deal/discount my new building has with Telus. I didn't think a connection fee was mentioned either when I asked for any extra fees/costs. Cut to now and I have a bill coming soon with the 80$ connection fee and no discount--30 dollars more than my old plan. I might swap back immediately if the deal isn't honored as I don't intend on paying this much every month. I tried to submit a dispute form but I only get hit with 'We’re having trouble submitting your bill dispute at the moment. Please try again later.' :( Where do I reach out to get my promotional price back? This is not what was agreed upon. Thank you!
