Service interruption, billing for unusable service, failure to provide support access
Device repeatedly (for over a year+) displays “Not registered on network” despite showing full signal bars. During these periods, I was unable to make or receive calls, send texts, or use mobile data. In some instances, service degraded to “Emergency calls only.” Persisted after extensive troubleshooting, including: Device restarts, SIM removal /reinsertion / replacement, Network resets, Occurred despite TELUS denying any outage. I was unable to access customer support through my TELUS service during the outage and TELUS was unable to call me (calls would drop or go right to voicemail). Using TELUS chat their representatives repeatedly instructed me to perform device-level troubleshooting, despite clear evidence the issue was network-related. Despite these failures, TELUS continues to bill me for full service. I am being charged for a service that was not reliably provided. TELUS denied outages while service was demonstrably unavailable. Multiple devices were affected, indicating a systemic network failure. No proactive credits or meaningful resolution were offered. This goes beyond intermittent signal issues and represents a failure to provide reasonable access to essential mobile services. Contacted a lawyer for help and since this is a known issue with Telus, they advised to file complaint with Commission for Complaints for Telecom-television Services; they have an online complaint form for consumers with telecom complaints.
Asurion mobile phone insurance
It’s basically a scam. I have been trying to get my iPhone 17 screen repaired for weeks. It is impossible to reach a real person. The repair shop won’t do repairs during a sale, when they are understaffed, or don’t have a ticket from Asurion. Trying to reach someone at Asurion to get them to send the ticket to the shop (I filled out form online) is impossible. Clearly they hope I’ll abandon my claim. You are much better off getting Apple Care. At least they actually do the job and you can walk off the street. Also, Asurion claims repairs in 2 hours! If you actually manage to get the repair shop to accept your phone, it will take one day at a minimum. Exceptionally poor service! How much does Telus make on this “deal”?
Return label for Bring it Device
I have called customer service 9 times and all 9 times I have been told different things. They promised to send the return label within 48 hours which still has not been sent. Every time when I call telus regarding this matter, I have to spend at least 30 min to talk to a telus agent. You guys wasted my time and I am very unsatisfied with the service. I've still didnt get return label yet. And my return device period was expired. Please help me to solve this problem.Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.Telus website, app, and chat are garbage
Wow, where do i start? The website has a linking problem between the Mobility/Manage/Pre-Auth function and the next page that should launch. I tried using the app and it just open the webpage. I told the chatbot this and it was dumber than a sack of hammers, including NOT EVEN KNOWING WHAT THE PROPER TELUS DOMAIN IS. After nearly an hour of trying to work with the chatbot i phoned in, navigated the complete trash phone support system and got a human. The human fixed the situation in 10 minutes flat. Telus - why don't you spend more time and money on your website and automated support instead of phoning me every day trying to get me to buy more of your services. 0/10BEWARE of Bring it Back
First of all, I had been on the Bring it Back program for YEARS. Suddenly two years ago I was charged the BIB amount after returning my phone. So the credit covered the fee which had never been charged before. In the end the rep figured out that somehow my account changed my account to just a trade in. But after 2 months a smart human realized it and fixed it. Fast forward to this year and guess what....it's happening again and not a single agent (when you can get ahold of one) knows what they are talking about. My husband is on BIB and has never had a BIB charge...yet here we are and I keep getting them. Will be moving all of my services tomorrow and returning the BIB device right away. Waste of 12+ years, countless hours on the phone/email and Telus does not care that they are losing 9+ lines of business phones and then also home services.
Network losing texts?
Is anyone else experiencing the network not delivering some of their texts? I am finding that at least 1/3 of the texts I have been trying to send over the last nearly 3 weeks are not being delivered to their intended recipient. I have tried troubleshooting issues with the phone (it is a new samsung s25 so it shouldn't have hardware issues either), the SIM card, and confirmed I have no issues with my plan. The recipient is aware I am trying to text them, and if it wasn't for them checking back with me if I had responded I wouldn't know the texts had not been delivered because my phone is saying they are being delivered. I am in service areas and have access to wifi, but the problem persists, with it affecting both SMS and MMS messages. Does anyone have experience with something like this happening, and if so, does anyone have any advice on how to solve the issue?Transfer of ownership mobile
My family has been with telus for over 15 years. The service has immensely declined and I am extremely frustrated. After over a month of making calls back and forth trying to settle an account transfer, being promised discounts and not receiving them, having issues with the transfer process so needing to cancel TWO of my lines, and not getting promised call-back’s.. I’m leaving telus as soon as we are done paying for our last phone. My issues are the complete lies that we were told about discounts. The lack of care to call back and resolve issues.. No way to escalate to a manager or someone else able to handle the issues.. constantly repeating the situation and being transferred around to different people.. over 900 dollars later we are fed up. I caved and paid because I’m sick of these charges making our credit look bad. But that should not be the case. This feels like bullying. I’m willing to go out of my way to voice this to the public. To warn others.. forget loyalty. 15 plus years means nothing.
Has Anyone in the GTA had terrible reception lately? October 2025
About a month or so ago my cell phone that I have with Telus has slowed right down when it comes to my data connection, as well as the reception to make phone calls. I ALWAYS have 2 bars or less of service, most often one bar, and every so often it changes to emergency calls only. This happens whether I am outside, in my car, in my home, or at work. I have been reporting issues on the Telus coverage map frequently, but no improvement has been made. My phone is a Samsung S25, and friends of mine in the area that are also on Telus have been having the same issue. What gives?
