A closed account causing a collection on my credit report
A collection agency is now coming after me for an account that I have closed and payed off. I closed my home internet service account back in Dec 2025, and have been using another provider since then. An email from Telus clearly shows that I have no remaining balance to pay as of Feb 2026. Another post I found on the forum seem to be a similar case: https://forum.telus.com/discussions/my_home_services_and_devices/collection-agencies-acrm--gcsi--gcs/178391 Currently, as I'm not in Canada, I cannot even contact customer service via the chat feature because I have no active account with Telus. If anyone have any clue of how to get in contact with Telus, please let me know. Or if someone from Telus support can help me with this case, it'd be even better.
Urgent Help Needed – Unable to Access TELUS SmartHome Security After Moving
I am currently completely locked out of my SmartHome Security service due to what appears to be a TELUS account linking and credential migration issue. I recently moved and brought my two existing TELUS security cameras with me. Before activating SmartHome Security service at my new address, I specifically contacted TELUS and confirmed with your staff that these two existing TELUS cameras could continue to be used after the move. However, I have now been unable to access the service or view either camera for over a week. When I try to access SmartHome Security, I am required to sign in through TELUS at telus.com/login. After signing in, TELUS tells me that I need to migrate my credentials before I can continue. When I attempt the credential migration, I am redirected to another TELUS page that says the website is experiencing technical difficulties. I have tried this repeatedly over the past week using different browsers and different computers, and the exact same error occurs every time. SmartHome Security login → TELUS login → required credential migration → TELUS technical error → unable to complete login → unable to access SmartHome Security. The SmartHome Security app also continuously displays: “Your SmartHome Security services have not yet been linked.” I have already tried setting up the cameras again and rescanning the QR codes on both of my existing TELUS cameras, but this does not resolve the issue. This is not an issue that can be resolved by reinstalling the app, rescanning the cameras, or repeating basic troubleshooting steps. Please escalate this case to someone who can investigate the account and backend configuration directly. Please do not send me back through the same standard login, credential migration, app reinstall, or QR-code setup process, as I have already attempted these steps multiple times.
TELUS Internet Outage: No Service for Several Days
No home internet for the past few days. The service was already spotty before this, and now there is no connection at all. When I check the TELUS Service Status using my address, it shows no service disruption. However, when I call customer service, I’m told that my area is impacted. I’m not sure whether this issue is only affecting my home or is widespread around the 24 Ave NW and University Drive area. Can someone from TELUS please provide an update, at least on what is happening and when we can expect service to be restored? This is extremely frustrating, especially for those of us who are working from home. We'd appreciate an update and an estimated restoration time.
Home services and formal complaint email address
Hi. I want to file a formal complaint to Telus management on my home services but have just been redirected by the Bot and still can't find the form. Feels like this bot is designed to redirect people away from truly getting support. I disputed my bill and again the bot tells me to message their agents. My complaint are getting lost in the chatbot msgs. Can someone please give me an email address? I was promised by Telus' sales agent that my monthly bills would be a set amount when I signed a 2 year contract, its has been 8 months now, the bill keeps going up for different reasons. I've tried to resolve this issue many times, each time a new agent goes into my account, promises me it will be fixed, then nothing happens. It's wrong for sales agent to promise one thing and Telus to charge differently. I don't mind sending an email to the executive team if someone has the email address. Have anyone else been in the same situation? Sales agents promising one thing and bills charge different? What did you do to remedy it? Thanks in advance.
Return QuickConnect equipment?
Hello all, I just cancelled my home internet service after the end of my contract, and I got an email saying that I have to return "my TELUS equipment" otherwise I will get charged. However my apartment is QuickConnect enabled and all the equipment were in that box on the wall since day one. I feel like it would make more sense if I put the equipment back in that box rather than shipping it back to Telus since the equipment was never shipped to me from anywhere. Just wondering if anyone know what's the best thing to do in this case?
Replacing a dead PVR box should be simple
July 23rd our PVR box (UIW8001) stopped functioning and a reboot resulting in a RED X. Use Telus automated tools to try and resolve. It detected a problem and we needed to call support. Our call to tech support took an hour to be answered and the technician determined the PVR was dead and needed to be replaced. He indicated a replacement was being shipped. On July 27th VIP5662W PVR arrived. Plugged in and it stopped at the "Registration / Activation Code required" screen. Rinse and repeat with automated tool. Call to tech support, another hour+ wait time or callback option in two days!! Spoke with agent, who opened ticket with back office to resolve problem. Was told it would take up to 24 hours and we'd receive text or phone call when resolved. July 28th, no call however VIP5662W would properly boot. However it indicated it could not find PVR. Rinse and repeat with automated tool. August 10th. Called, waited an hour or so again and finally got an agent. He confirmed box should act as PVR, did some troubleshooting without success, so another ticket opened. Again wait 24-48 hours and we'd receive text or phone call when resolved. August 12th, Telus called and indicated old PVR still on account, blocking the new PVR from functioning. Now fixed. Instructed to reboot 3 times. Now back at the "Registration / Activation Code required" screen. Rinse and repeat with automated tool. August 14th, called yet again, long wait time (1 hour vs 15 minutes indicated) to speak to support. Representative tried to resolve without success. He even went as far as telling me to hard reset our network access hub. This was problematic for other household members would had to stop working via Internet connection. Also determined after the fact that all our settings in network access hub were lost. Still no success so maybe refurbished box was the issue. Another one to be shipped. August 18th, new to us UIW8001 (marked Refurbished) arrived. Guess what, when booted it again halted at the "Registration / Activation Code required" screen.
IPv4 blocked
Hi, I’m having trouble getting inbound connections to work on my TELUS home internet, and I’m wondering if I might be behind CGNAT. I noticed that a traceroute shows a 100.122.x.x address on an early hop, which made me think my IPv4 might be behind shared carrier NAT. Is there a way to confirm whether my connection is using CGNAT, and if so, can TELUS provide a public IPv4 address?
