Online Upgrade Nightmare
I decided to upgrade my phone online as I was due for a new device in June, and the deal online was very good. There was no option to pick the device up in store, and I did not see any warning while placing my order that online orders are to be delivered during business hours ONLY. If I had known that, I never would have placed an online order as I work Mon-Fri I can't take time off of work. Ordered new phone on Tuesday, it was shipped Wednesday, FedEx attempted delivery Thursday & Friday during business hours- again, I did not realize they would only deliver during those times. On Friday, FedEx sent the phone back to Telus Calgary. Spoke to Telus customer service on Friday, she said once the phone is returned to the warehouse and processed the order will be cancelled and I can re-order the device/plan I originally chose, and select pick up in store. On Tuesday the phone was delivered back to Telus. The following Monday (June 8) I emailed telusorders for an update on the phone. Then I called customer service 1-866-488-2709. He said he was going to check with the warehouse on the status of the phone. He called back, said they haven’t inspected it yet for the return process. He said no I cannot order a phone online and pick it up in store. First 2 reps both told me I could. No control from Telus over courier delivery time & day. FedEx won’t let me change pickup point online on my end. He said to try contacting Telus again in 1-2 business days after the return team has inspected the phone. Wednesday June 10: over 48 hours since I emailed Telus order team, no response. Order still says “shipped” on order tracker. I need to return this phone by June 26th or pay the owing amount on my bring it back plan. Two business days later, there is no update, no email from the order team, and I am still without the phone I tried to upgrade to over two weeks ago. To say that I'm unimpressed, disappointed and frustrated as a customer of 7 years is a massive understatement.Get To Know The My TELUS App
Get To Know The My TELUS App Did you know we have a highly rated app that allows you to check your bills, usage, and much more at the tip of your fingers? We know that your time matters, and the My TELUS app has got you covered! Let's take a look at everything you can do with the app. The benefits of using the My TELUS app Making changes to your plan & add-ons Viewing your bill & usage details Setting up data notifications & limits Checking/keeping track of your data usage Reduced wait times on the phone How to create & access your account 1. Download the My TELUS app on your iPhone or Android device or text “app” to 54555 to download. Alternatively, you can also access the web version here. 2. Once downloaded, you’ll have the option to sign up for My TELUS or log in (if you’ve already created an account in the past). 3. Log in and you’re ready to go! You can now make changes to your services & view your usage details. If you have any questions, reach out to us over on our Facebook page or Xaccount, or send a private message to our TELUS_Support handle and we'll be around to help! FR version
S26 Ultra Galaxy Watch 8 Promo Email
Greetings, Just wanted to see if anyone has gotten their Galaxy Watch 8 email to claim and activate the $15/mo plan yet? I received my phone and plan went active 6 weeks ago (fine print stated 4-6 weeks eta on email) and so far nothing yet. It seems there is no way to track if the offer is still processing through my TELUS account. I am just interested in making sure there was no mix up on the back end in regards to the promo. My Galaxy Watch 4 classic is on its last legs and the Watch 8 was the big draw when I signed contract. Any update would be appreciated. Thank you
Pre-authorized payment discount not active ?
Hi there, I've been using Telus for a little bit more than 3 years now with 2 phone plans and 1 home service. Today, I learned about the pre-authorized payment discount that we can get on phone plans (and potentially on the home internet service too ?) and realized that I've never got it. I am paying my bills with the pre-authorized payment from a checking account (not from a credit card), and from the research that I did, it looks like my plan should benefit from that discount. Does anybody know if the EPP Unlimited 25GB 5G is really eligible for that discount ? Is the PureFibre Internet 1.5G plan also eligible for that ? Thanks in advance, JC
Google Play Charges to my Telus Bill
Hello, I got a Google Pixel 3 watch when I renewed my mobility contract back in March 2025. In June 2025 I started getting random Google Play charges added to my Telus bill, apparently through my watch 'phone number'. I have never setup Google payments through Mobile Carriers on my Google account, transactions are always through my bank. I checked my Google transaction history, my payments and subscriptions, payment methods etc and these transations do not show up ANYWHERE! When I first contacted Telus they told me they could not tell which vendors the charges were from, but they were able to provide a corrolation ID for each purchase. I submitted a Unauthorized Charge Claim to Google and they came back with the automated message: 'After reviewing your claim, we were unable to confirm fraudulent activity in this case, so no refund will be provided by Google at this time. If you would like to pursue the matter further, you can reach out to your financial institution.' The problem with that response is, my bank can't help because these charges weren't through my bank. I then contacted Telus again via phone, and this time they were able to tell me the charges were for Snapchat, and Audible (I don't purchase anything through either of these apps). I asked for the corrolation ID's for the newer charges and the woman said she couldn't provide them. Yet when I contacted them again through live chat they were able to provide the IDs. I then submitted another claim and received the same response. To reiterate, these charges have not appeared anywhere else across my accounts; Google, Snapchat, Audible etc, they only show up on my Telus bills! I do not have Mobile Carrier set up as a payment method! The charges are now up to $32.15. I don't know what else I can do so I am hoping to see if anyone else has had a similar situation. Thanks for reading!
Agreed to swap to Telus pre-move in with promised discount. Discount not applied.
Hi all. I made the choice to sign up for Telus internet a month before the move to my new place, and I was contacted by Telus a few days offer who offered a mobile plan that was said to be cheaper than my then current carrier Fido, due to a deal/discount my new building has with Telus. I didn't think a connection fee was mentioned either when I asked for any extra fees/costs. Cut to now and I have a bill coming soon with the 80$ connection fee and no discount--30 dollars more than my old plan. I might swap back immediately if the deal isn't honored as I don't intend on paying this much every month. I tried to submit a dispute form but I only get hit with 'We’re having trouble submitting your bill dispute at the moment. Please try again later.' :( Where do I reach out to get my promotional price back? This is not what was agreed upon. Thank you!
mytelus app
I'm a recent new customer and downloaded the mytelus app onto my iphone and under the Quick Actions section it states that i completed "1 out of 4 tasks" however when i see the remaining tasks that need to be done they are in fact complete and i have verified that. The UI interface is annoying and i deleted the app, turned off my iphone and reinstalled the app and still under the Quick Action section it still states that "1 out of 4 tasks" need to be done. Yes a minor cosmetic annoyance but is there any way how to get rid of this message. Thanks.
