All Charges Paid on Closed Account, Still Contacted by General Credit Services
Hello there, I previously had an internet account with Telus and received an initial email from General Credit Services advising that I had an overdue balance on my account, after it was closed. Upon receiving the initial email, I logged into my profile and paid off the outstanding balance on the closed account. Since paying off all the outstanding charges, I have continued to receive two additional emails from General Credit Services advising that I have an overdue balance, and the latest email advised I only have 7 days from now until they will report the matter to credit bureaus. Can someone from the Telus team help to inform General Credit Services that my now-closed account is in good standing and that they can stop emailing me?
Fiber Drop Reroute & Fee Waiver Request
ATTN: Telus Escalations / Outside Plant (OSP) Support HOME SOLUTIONS ACCOUNT: Drop-Only (No Active Home Services) Acknowledge community forum posting 1. Support Access Barrier & Documentation Request Drop-only status blocks online chat support access Phone support involved multiple transfers and repeating history from scratch. Attach this summary to drop notes and forward to OSP/install team 2. Initial Assessment & Rejected Left-Side Route Fiber feed and junction box are on left side (facing house) Coordinator proposed routing left to junction box via lengthwise driveway cutting/drilling Rejected this route to prevent driveway surface cuts 3. Neighbor-Yard Proposal & Rejection Asked to route through neighbor's yard; coordinator claimed impossible, ruling it out Neighbor's fiber was later trenched along that path. Installers and neighbor confirmed routing alongside is viable with verbal consent 4. Miscommunication on Agreed Right-Side Alternative With left route rejected and neighbor path ruled out, right-side routing was selected Coordinator omitted that right-side plan originates left and cuts driveway width Understood plan used deep underground right-side placement without cuts Installers cut across driveway width and yard. "Coming soon" status blocks support action 5. Basis for Waiving the $200 Follow-up Technician Fee Miscommunication: Right-side plan driveway width cut was not disclosed Inaccurate Exclusion: Neighbor-yard route was feasible, contradicting coordinator statements 6. Requested Actions Issue new Drop work order routing through neighbor's yard to left-side junction box Remove or abandon line cutting driveway width and yard. Waive $200 technician fee or provide $200 bill credit
Internet out, cannot report outage
I am a new customer and right now I am furious. My internet is out, rebooting the modem and the main box has no effect. I cannot report an outage because the report form has a required field type of impact where none of the fields apply. The automatic reboot system fails every time I try it it just says sorry try again. And the AI chatbot is beyond useless after repeatedly not understanding my problem and going through troubleshooting steps I had already completed it asked if I wanted a call back, gave me a time, then said sorry it couldn't complete my request and basically just kicked back to asking me what the problem was. Can regular customers just not report an outage? What kind of trash is this? How do I actually get customer service if my services go down after business hours?
Bereavement: transfer deceased’s telus.net email to executor (email-only)
Hello, I’m the executor of the estate of a TELUS Home Services customer who recently passed away. Their telus.net email address is still active on their account (Account A). The estate needs to keep that email address active for the next 1–2 years while we settle affairs, since banks, government agencies and other institutions still send correspondence there. I already have my own TELUS account (Account B) and I’m happy to pay the monthly email-only fee to keep the address active. What I’m requesting: A bereavement Transfer of Ownership of the telus.net email address from Account A to an email-only service billed to me (Account B, or a new account in my name if that’s required) Cancellation of the deceased’s remaining services, but only after the email has been moved, so the mailbox isn’t deleted when Account A closes When I called in, I was told the email has to be backed up and can’t be moved from one account to another. From previous threads here, though, I understand that: TELUS offers an email-only service for customers without TELUS Internet Keeping the email after an account holder’s death is possible, just more complex, and TELUS_Support has helped route these cases to the right department telus.net addresses have been moved between accounts before (e.g. Business to Residential) I have already submitted the grant of probate and the will identifiying me as the executor TWO months ago. I am getting the run around, and every person that I speak to on the phone has a conflicting opinion. Been trying to solve this for over 2 months. My reference number is REF-261016-72B7B7 Could TELUS_Support please contact me by private message and put me in touch with the department that handles bereavement transfers of ownership for email? Thank you. PVRJONES
1.5gb fibre upgrade - no new ONT, NAH or WiFi6, I'm speedcapped
Short version - Upgraded to 1.5gb plan. Tech didn't replace Nokia ONT and plugged a Telus WiFi-5 Hub into Ethernet port in wall in other room, no WiFi6 boost. Isn't the Nokia ONT supposed to be replaced with a NAH or newer ONT that has a 10gb port? I'm paying for 1.5gb but all equipment given limits me to 1gb, so I'm losing 1/3 of what I'm paying for. Long version - upgraded from the 150mb plan to the 1.5gb plan. They said my Nokia G-240-G ONT and the T3200 weren't suitable for that speed and needed replacing. Tech was booked to come, never did, some subcontractor eventually did. He brought a Telus WiFi Hub, which is WiFi5, not the WiFi6 or 7 promised. He didn't add a Network Access Hub or replace the Nokia ONT with a newer one with a 10gb wan port, and ports are capped at 1gb for all devices. Speed tests over Ethernet on a bunch of different devices confirmed 940mps was the max because the Nokia ONT and WiFi Hub ports physically cannot exceed that. This feels like a scam and false advertising and I'm really fed up. I think I was supposed to get a new ONT/Network Access Hub and WiFi6 at least, if not 7? I've had very little success calling tech support (they're usually completely clueless) so I was hoping someone here could give me some answers to call them with. Thanks in advance :)My telus.net email was deleted by Telus yesterday
After cancelling my Norton Online Security account by phone with Telus yesterday I discovered my Google workspace Telus.net email had been deleted. It appears no other service has been affected. I have Internet, iCloud email, Gmail etc still active but I need my historical emails from the Telus.net address. I can't log in to Telus. I had to dial zero and get transferred to an agent yesterday who said it would take 24 to 48 hours to recover my email address. Has anyone had similar issues?Disappointed with Infrastructure Installation Process
Just venting here because I can't find a way to lodge a complaint elsewhere without being a customer. We were given notice back in June that fibre infrastructure was being laid in our neighbourhood and we were excited to have an alternative to Rogers or Bell that could handle gigabit+ speeds. We had applied to have a drop installed on our house to be able to use the service once it became available. Someone came around, we filled out a form and were told it would take "a couple weeks" for the work to be completed. Reasonable, but that was back in July. It is now October and we've had a line buried on our property (as expected) then dug up again and a coil of cable left in our garden for over a month. Some objects in our garden were also moved as part of the work and have yet to be replaced. No one I am able to get a hold of can tell me when the work will be finished, when the cables will be removed from my garden and when they will put it back the way they found it. Someone on the phone today blamed Bell for this and told me to call them. This is not a great way to make a first impression on potential customers. If Telus can’t complete a basic installation in a reasonable timeframe or communicate clearly about the work, I have little confidence in how they would support the service afterward.Pure Fiber 5 Gbps Service not running at advertsed speed
I am requesting a technical escalation for my 5 Gbps PureFibre service. Current performance is approximately 2.8 Gbps down and 3.9 Gbps up despite multiple hardware and provisioning changes. Frontline support anf field techs do not have the tools or knowledged to resolve this issue. Test history: • 3 Gbps, Nokia XS-250X-A: 2.1 down / 2.9–3.0 up • 5 Gbps, Nokia, initial profile: 2.5 down / 3.4 up • 5 Gbps, replacement NAH: 2.2 down / 3.0 up • NAH after final profile: 2.4 down / 3.2 up • Nokia after reinstall and final profile: 2.8 down / 3.9 up Optical levels were checked during both installations and reported within range at -14 to -15 dB. All measurements were run directly from a Ubiquiti UDM Pro Max connected to the Nokia ONT or NAH using Cat 6A and a 10 Gbps SFP+ converter. No intermediate devices were in the test path. Network filtering, packet inspection, IDS and IPS were disabled. The repeatable improvement with the Nokia ONT, combined with the continuing download and upload limitations, suggests a provisioning or upstream network issue rather than a basic customer-equipment problem. Please escalate this case to a senior network or provisioning specialist to verify: • The account and circuit are provisioned for the full 5 Gbps service • The correct profile is assigned to the Nokia XS-250X-A • No port, VLAN, traffic-policy or backend rate limit is applied • The serving infrastructure has sufficient capacity • Provider-side testing confirms throughput directly to the ONT I do not want another general field visit that repeats hardware replacement and optical-level testing. The next step should be a review by the team responsible for provisioning and upstream performance. If the 5 Gbps service cannot be delivered at this location, I request an appropriate adjustment to the plan or monthly charge for the remainder of my contract. Thank You.Rude Agent
I am writing to file a formal complaint regarding a call I had with a TELUS representative on September 23, 2026, at approximately 12:40 p.m. Pacific Time. The representative identified himself as David Kitwa, employee number 400397. During the call, he advised that I was required to provide my online banking information in order to pay an activation fee before he would honour the offer he had presented. I was not comfortable providing my banking information and declined to do so. Instead, I offered to pay the activation fee using my credit card. I provided my credit card details; however, I was later told that the activation fee could only be processed through online banking and that my credit card could not be accepted. The conversation then became very concerning. I was told that if I did not complete the activation through my bank, I would not receive the offer. The representative also stated that he would place a note on my account so that anyone viewing it in the future would not provide me with service. I found these comments threatening, inappropriate, and completely unacceptable. I ask that TELUS review the recording of this call and investigate the representative's conduct. I would also appreciate clarification of TELUS's policy regarding activation fee payments, specifically whether customers are ever expected to provide online banking information and why a credit card payment would be refused. If any negative or misleading notes have been placed on my account as a result of this interaction, I request that they be removed immediately. I also ask that TELUS honour the offer that was originally presented to me, if it is still available. As a long-time customer, I expect to be treated with professionalism and respect. I would appreciate a written response outlining the outcome of your investigation and the steps TELUS will take to resolve this matter. Thank you for your prompt attention. I look forward to hearing from you.