Can't unlock my Phone
I've bought an Iphone 4s with no Activation Lock nor is it Blacklisted. Under Carrier it shows Carrier 14.0 and refuses to take any of my Sims (I don't have a Telus one). After a quick check online it came back as beeing Locked to Telus. I tried unlocking it via their Live Assistant, which prompted me to call Telus. I tried that but couldn't get trough because I don't have an Account, nor do I want one, since I'm from Italy and Telus isn't active there. So now I'm stuck here. Can anyone help me or give me advice on how to unlock it? I know that it is an old Phone, still want it unlocked though. Thanks in advance.
Why won't my Galaxy S25 not charge?
My phone died and has been plugged in for 30 minutes, not a single percentage. I am using the same cord I have used since I have bought it, which has had no problems charging it before. My phone shows the white charging symbol but when i try to turn it on it immediately shuts off. Telus' very helpful virtual assistant told me to download a battery diagnosis app...which I can't because, you know, my phone is dead. The next option was to have a Telus agent call me, which again, I can't do. What are my other options? I would really prefer not having to drive 4 hours just to talk to an agent in person.
Telus charged me $1000 after case closed by CCTS!
I had an overseas Telus agent upgrade 2 phones and plans that were still under contract without my knowledge or consent. After 7 months attempting to solve with Telus customer service I filed and closed CCTS complaint (I wasn’t satisfied with outcome but I just wanted it done). Unfortunately I still had 2 more phones under contract and now Telus has come back to me saying I owe $1000 even though case was closed by CCTS (yes, these were charges considered and “compensated” for in first CCTS complaint). I have reopened case with CCTS. Anybody else had this experience? Was it ever resolved? Telus is going to be coming after me forever for fraud they committed!
Unable to change my Mobility to Prepaid from outside Canada
I had to leave the country in late 2025, and I ended up needing to keep my Canadian Phone Number active for personal reasons. I have been trying to contact Telus about having my mobility changed to prepaid so I don’t have to pay such exorbitant prices each month, but they haven’t been responding. The few times I manage to get a customer service person on call, they just keep shifting me across departments for hours on end. Can anyone help me resolve this issue?Bill Dispute Form Not Working
When calling in for business mobility support to dispute $1200 in erroneous charges I am only able to receive a texted form, and AI bot told me I could not speak to human. Well the form doesn’t work! The error states, “We’re having trouble creating a support request at the moment. Please try again later.” And yes, I did try later and received same response. Is there a direct phone number for a human?
Unauthorized Google Play Charges on Watch Account
I have received google play charges for a transaction on my Telus watch account. I have not done this transaction. There is no history of any such transaction on the google play account nor is there any active or inactive subscription to support this transaction. Basically this transaction does not exist. Telus customer care directed me to Google to ask for a refund. Google support page Https://payments.google.com/payments/u/0/unauthorizedtransactions requires a correlation id to dispute such transactions that do no appear in history. Their page clearly states carrier will provide this id and that this is a required field for raising such a dispute. Telus is now shying away form their responsibility and nopt providing me this correlation id. When the seller (Google Play) shows no transaction and the buyer (myself) says there is no transaction how can the middleman the payment gateway (Telus ) charge me for any thing. If they do, they need to provide a proof of the incident in correlation id. It is impossible that they do not have this Id. Online forums show this is not an isolated incident and hundreds of other customers have reported such fraudulent charges on their watch account. In each case they have demanded the correlation id. Here is the catch many customers have stated that customer care has provide this correlation id to them. So Telus indeed has this id but the customer care agents are too lazy to search for it or have no knowledge that such a thing exists. Telus is looting its customers with fraudulent charges and refuses to do anything about it.
Abusive and Unprofessional Conduct
As a Senior who recently had a heart attack and am currently trying to recover, I was astounded to be called <names> 3 times during a conversation with one of your representatives. Telus charged $340 to my account for a Bring It Back device that was returned in good condition on October 14, 2025 and for which I was explicitly promised a $340 credit. I have written confirmation of this assurance in an email from Telus which was sent on October 16, 2025 after my phone was assessed. Despite this, the credit was not applied and the amount was instead treated as an outstanding balance. For a month & a half I have been trying to rectify this situation, having made 11 attempts. However, I have been told 3 different excuses for the charge. First, I was told that the phone was not received by Telus until I sent the proof of delivery notice from Purolator. Second, I was told that I had chosen to keep the phone. Again I provided proof that the phone had been returned and today I was told by an executive that my phone was too badly damaged. I know this to be untrue because I personally took my phone to the Uxbridge Telus store on October 12, 2025 & had them inspect the phone. My friend who is a lawyer was with me & can attest to this.Mobility Account Issues + Mobility for Good
Hey Telus Team, I'm hoping this reaches the right person so posting here. We've been dealing with conflicting stories from reps and the PAP system and which payments are attached to which services and avoiding late fees. We had to escalate to a manager who was finally able to clarify that paying an additional amount to the account is only possible through online banking NOT through the Telus App. It seems there was an overdue payment and a late fee applied to one of the accounts. Everything has since been brough up to date and paid in advance. The issue is based on past calls this shouldn't have ever happened. We requested a manual review of our most recent call (with Diego) as the Ai summary didn't capture the point where the rep again mentioned the two systems between Home Services and Mobility used to share the same Pre-Auth Payment. It's painfully obvious the call center agents are too dependent on Ai instead of referring to the updated procedures or basic empathy to lower their call handling time... which is really demoralizing when managing 5 lines + internet. I was previously with Telus during the Pandemic (left for Bell and then returned and migrated my whole family over). Been back for just over a year and it's not working out so no we are trying to get the account recognized that its for Senior Citizens. Which email or portal can we use to upload sensitive documents ? Where do I submit my documents for the Mobility for Good program? I manage this account on behalf of my aging parents and any human guidance would be appreciated. I understand mistakes happen and just want to talk to a human being who will properly listen.Mobility Account Issues
On January 27th I received a promotional email from Telus for more data on a 5G postpaid plan, and a Pixel 10 on a 2 year payment plan. On January 31st I called Telus to inquire about whether I qualified or was eligible for the promotion and I was told yes I was. So while on the phone with that same person we began switching my provider to Telus. 4 days later after having been through the following (1) No cell service for over 3 days, and needing to find alternatives to legal and personal texts. (2) No follow up email after getting disconnected during the set up call. (3) Still not able to receive emails from Telus at either my Protonmail or Gmail, and talking to technical support about it yielding no solution. (4) Being told to wait longer for service when that wasn't the issue at all. It was an Esim issue on Telus's end. (5) Hours spent on the phone. Needing someone to babysit my 1 year old so I can get service. I understand that is not all Telus's fault, but when I just so happened to off-handedly mention my rate to a representative two days ago (because I can't seem to yet register for MyTelus), I was told I was paying more than the promotion indicated, and man that draws the line. I'm livid. After all of that and a week later, I get told that the promotion only lasted 1 day and now I don't qualify. The only reason I went through all that was because Telus sent me an email, I didn't go looking for some better deal, and I asked explicitly multiple times on the first call whether I qualified, and I was told yes. I even reiterated details of the deal. That's the only reason I switched. To experience this kind of dishonesty and deception and lack of integrity.. I don't know if I've ever been so angry and mistrusting of a business before. I don't even understand why pay a marketing department to piss people off. The whole point is to attract me as a customer with that deal. I'm baffled as much as I am upset. This is unacceptable.To whom it May concern
To whom it may concern, I’m writing again to request a review of the GST/HST charges on my account. I have contacted your support team multiple times regarding this issue. I recently spoke with your agent, Michel, who advised that the increase in late fee charges is tied to my outstanding balance. I’m requesting clear clarification on how these fees were calculated, and why the increase is proportionate to my balance. Specifically, I want to understand the basis for the relative increase in fees compared to the amount outstanding. I would prefer to have this resolved directly and promptly without escalation. Sincerely.