New Phone Number Suspended
Hello, I bought a brand new cell phone and a new number two days ago as the company I’m currently working for I will be leaving and they will be taking their cell phone and their number when I leave. Within less than 24 hours of getting my new number I changed all of my passwords and sign in codes for various banking and other information and I woke up the following morning and Telus had suspended my entire account and placed my brand new number on hold pending a fraud investigation. I’ve spoken to numerous TELUS representatives in the last 48 hours and I was informed that I had to resubmit proof of identity to a fraud email address from TELUS. I did that and have not heard anything back since and have followed up numerous times. I called a TELUS representative again this morning and all they could tell me was that there’s nothing they can actually do and then I just have to wait. Unfortunately I do not have time to wait and I need my new phone and number to be working. Can you tell us please advise what exactly I need to do further to prove I am who I say I am and when this will be resolved. I really do not want to have to go to a different cell phone provider, but if I don’t see movement on this, you will force me to do so as I need a working phone.
Weird Customer Service
I've been with Telus a while now, but after today I'll probably be switching. I tried calling to get a new plan but it was such a pain I gave up. Spoke with a lady, I'll withhold her name, but she got me kind of down in price but it came with add-ons I wouldn't use. Not going to pay for that. Ultimately she grew frustrated with me, my questions, and then when I said "I think I'll shop around and maybe cancel". Said that was my decision. Call ended well enough, just kind of made up my mind because of the pricing. Decided to call and make sure I have no plan with them before I switch. The guy was nice, caught on that I might be leaving because I was happy my 2 year plan was up. Transferred me to customer care. Spoke with the customer care guy and he put me on hold. While on hold I get a call, I thought our line disconnected so I pick it up. Same lady as before. I kicked myself for picking it up because all she wanted to do was offer an additional $10 off. I told her I was on with customer care. She says customer care will call me tomorrow. I explained why I was frustrated because I already was on with customer care and then the call cut mid sentence. Get a callback again, she sends me to customer care, so I'm on hold for 5ish minutes. Customer care guy calls back. I switch from being on hold to talking to him. Right as we are about to get back to business, call cuts again. I give up. If what they're charging isn't enough, then definitely the service is what put the final nail in the coffin. I take that as a sign that I need to switch companies. Was that a one off or has anyone else had this?Thank You SLUIS for Your Assistance
I would like to express my appreciation for the assistance I received during my call on June 22, 2026, at approximately 10:35 am. I called TELUS again and spoke with an agent named SLUIS, who was very helpful, clear, and professional. He took the time to explain my situation properly, including the approximate difference in fees between canceling on the contract end date and canceling on the billing cycle date. His explanation helped me understand my options and make an informed decision. SLUIS also assisted me with the cancellation process in a respectful and efficient manner. After my earlier experience, I truly appreciated his professionalism and clear communication. Please pass along my thanks to SLUIS for his excellent customer service.
Home services installation delay followed by lengthy hold and dropped call
There was an issue with my internet installation yesterday. Today I was told it would be delayed 5 days. When I called to see if there was a quicker fix to the problem, I spent nearly 4 hours on hold just for Telus to hang up shortly after 5pm. This has altogether been a horrible experience from start to finish and I am strongly considering switching to another company and recommending the same to every person I know. This is Telus's last chance to fix this issue before I leave for a service provider that actually cares about their customers.
Account Payment Issue
I've had a complaint accepted by the CCTS and Telus is sending threatening sounding emails to me in regards to one of the issues related to the complaint. This is totally against the rules of the CCTS. They have even been continuing the exact same behaviour as relayed to the CCTS. This seems to show that they have a lack of respect for their governing body. I have had no contact in regards to my complaint, but they have started to contact me for lack of payment and equipment return which was one of the many reasons I placed the complaint. I have been trying to get the waybill for over a month now, nothing until today with an email worded like this 'and we request your immediate attention to avoid unnecessary charges.' Well I can't send equipment back if you can't send me a waybill, but thanks for the threats which are not in line with the final statements on the CCTS complaint While your complaint is open, your provider is not allowed to take steps to collect on any money you are disputing you owe your provider (e.g. ask you to pay the amount or report the charge to a credit agency). If this happens, let us know.
Don't Recommend Telus: Overcharging Without Notification
I had a really bad experience with Telus and honestly, I can't recommend them. My home internet plan was supposed to be $55 a month. However, when the plan ended, I never got any notification by email, text, or anything else. The service just kept going, and to my surprise, I was charged $280 for just one month!! I'm really upset with how Telus handled this. The lack of communication and the unexpected charges are totally unacceptable.