New Activations
I don't know why Telus makes it so hard to contact customer support, or to get ANY live human, but we'll do this regardless. I have a newly installed Fibre line to my house and am looking to speak with an agent to activate the program I was offered. I did not receive any notifications or information on how to do that when the rep was here asking about whether I wanted to install Fibre, and I don't see any offers even remotely close to the one I was quoted, in fact your current "promotion" is more expensive than I currently pay for 2GBPS service with Rogers. In any case, the Fibre is now at the demark point at my house and I cannot get in touch with anyone at Telus to activate the promotion I'm promised, so can SOMEONE reply to this and we can figure out if I'll continue wasting my time or not? ThanksHefty Bill on Telus Internet though it is disconnected 6 months back
Hi , I have disconnected my Telus connection 6 months back and i am not using it from past 6 months back. No body responded to me on the customer service for the proper disconnection rituals. Hence i just stopped using it and returned the equipment. But still Telus is sending me emails and messages about i have a due of 2553.71 CAD . There is no justification for this bill also. I have visited multiple Telus stores in Ontario and everybody said they cannot resolve the issue. Asking a question in the forum is the final resort or approach i am taking. As far as i know i have paid all my bills as per my usage. If Telus is not able to track the customers that is not my problem. They said me voice message to call on a particular number ( attached screenshot) if i call nobody will respond . Some weird voice help options will come and thats it the call doesn't go through. Customer service is more than pathetic. I am attaching the required screenshots for the reference . <Admin edit: removed images containing personal information. Please see our House Rules>
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.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.EPP and hardware upgrade
OK, So I cam back to TELUS from Freedom on the basis that the plan I was offered included the Caribbean. The sales rep essentially created a plan for me at a price I was OK with for what I needed. I was undecided about whether I was going to update my hardware and apparently that was OK and I could call back and let them know. Low and behold, less than a week later I am trying to call to upgrade the hardware and no one can help, there is no way I can keep this plan (which doesn't seem to actually exist anywhere!) and upgrade my hardware, the price will essentially more than double and I HAVE to change my plan if I want to upgrade the hardware, this is very disappointing from TELUS and am likely to leave again after only a week of being back with them because of this shady stuff Anyone had anything similar and managed to keep the plan and upgrade hardware? I will move to a cheaper plan at this point!
Why my Long distance add-ons in plan expiring ?
I have two mobile phone lines under same the account with Telus mobility. My plan agreement which started from August 1, 2025 includes long distance calling (2000 minutes/month) to India/Pakistan as long as my plan is active. The add -ons are currently active on both the phone lines. However I see in my billing that they are expiring in Aug/Sept this year. Why? I tried to call Telus today but the agent disconnected my line after putting me on hold.Travel Pass
I am not able to add a travel pass online or through the app. It tells me I have easy roam. I have also tried the webchat and was told to email that person, and they haven't responded My Telus business rep for some reason cannot add it. I called in and had two phone calls with a call back, only to be put on hold to be transferred and not able to wait long enough to finally connect to someone I have had a travel pass already and it was activated in a web chat, so I am very confused on why this time around it is so difficult.
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.
