Phone number transfer and creating new eSIM
I'm a new Telus customer and I've been having technical issues with getting one of my phone numbers ported. The account specialist keeps telling me to wait or that it's being worked on or that I should be receiving a text notification for the porting. I did not see this issue make any progress. I thought I'd try deleting the eSIM and recreating it on MyTelus, but I ran into more issues and couldn't create a new eSIM. It's been half a month and frustrating to see that my first monthly bill is more than double the amount I should be paying and I can't use one of the phone lines...
customer service
We were contacted by a telemarketer regarding Mobility and Security. Decided to cancel the security camera the next day. I believe I contacted 7 Telus representatives. Each one told me they could not help me as the issue was Security's if they were Mobility, and then Mobility's if they were Security. Finally contacted one representative and the whole thing was cancelled. To add insult to injury we then requested to complete the two mobility offers and Mobility could not match the telemarketers offer as they are mobility and the telemarketer was Security. Unbelievable!Sorry, you are not authorized to access this information when trying to use myTelus
I have been a prepaid telus client for over a decade. I have always used the myTelus app to manage my account. For the last several months, the app has logged me in, showed that it sees my account, and then redirected me to the web/browser version instead of letting me use the app. The web/browser version then also logs me in, shows my current account, but when I try to actually do anything with the account, clicking the "manage" button brings me to a screen saying "Sorry, you are not authorized to access this information." This happens on any browser, any device. I have checked ownership and account access level, and I am correctly listed as the owner I have called customer service 3 separate times about this issue, and they all just lie and say it is a momentary bug and to try again. This has been going on for months. They are useless. I now have to call #123 to load money once a month because i cannot set up any authorized payments or even change my settings or offerings. Or i can call and talk to customer service, which is infuriating, and they charge a fee for help!
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.
loyalty and service
A couple of months ago I was offered 4 google pixel 9A phones. I asked and was told that there was no other charges attached to these phones. I paid $1 piece. I have had a deal like this a few years ago and it worked out great, no added -on charges, to use or not to use the phones. I thought this was the same deal to off load old inventory. I have 7 people, 7 phones on this account. I have dealt with Telus for over 40 years. I don't expect to be scammed. I am now being charged a pay back fee for our phones. it is assumed we are using the phones. The arbitrary fees make no sense. 4 phones 3 different fees. We all have the same phones Google Pixel 8s. I am frustrated and expect more respect for a long term customer. I haven't had any luck calling in so I hope you can address this problem for me. thank you Debbie [Mod Edit: Removed personal info].
Shoutout to Customer Rep
Hi! I recently migrated my plan from Koodo to Telus and had the pleasure of being assisted by a representative named Luis. He was incredibly helpful throughout the entire process and made it completely seamless. Unfortunately, I accidentally ended the call before the survey came through, so I wasn't able to leave my feedback directly. I'd really appreciate it if someone from management could pass along a 5-star rating across all categories on my behalf. Thank you, Luis!
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.