Being billed by TELUS-Koodo for No Service or Connection
A TELUS rep was trying to sell an internet service to me. I agreed to a trial for a month to evaluate the service while keeping a Rogers connection working. I decided not to use it and returned the equipment. The sales rep wanted to sell me a Koodo mobile service, leaving me two SIM cards to try out for better reception in a shadow zone. The same two SIM cards were never taken out of the holder, never inserted in a mobile phone, as the other service provider fixed the problem. I have being trying to return the cards but cannot contact Koodo in any way. Callbacks requests don't work. The billing has now billed me for three months "service" where none has been connected or rendered. No amount of trying to get the assist or self serve to work ever gets past the log in. Now I get a threat letter to blacklist me with credit agencies for a $445 bill for zero service rendered. Is this fraud or incompetence? TELUS gave me these SIM cards and needs to sort this out as Koodo is off the grid in terms of communication.
Have CAN/US/MEX but can't connect in Mexico
I have the unlimited 5G 100 Canada-US-Mexico. Once I landed in Mexico I found I can't connect. I've reset my phone multiple times, made sure the roaming setting was on, tried to connect manually to every carrier available in the setting. Nothing works. Extremely frustrated as I've been paying extra for US/MEX for no reason, and the Telus help not keeps saying someone will call me. They can't, because I can't connect to the cell service I've been paying for for over a year now. Yeesh. Anyone got any ideas while I still have limited airport Wi-Fi? Haha
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.
Billing Issue
In November 2025, before leaving Canada for a six month deployment, I contacted Telus to pause my services while serving my country. I was told my account was successfully frozen. I am still getting billed my regular month bill cycle despite this request from my end. I understand I am to still continue to pay my phone and watch loan but there shouldn’t be a reason I’m still paying my services especially when not being used.mobility billing issues
I'm a long-time prepaid telus user. unfortunately. i've had issues with my accounts before, but I haven't had such a major long-running issue with my billing. I'm stumped and I've tried everything I can. so, from the beginning. my plan needs to be renewed, i go my usual route and call #123. - called #123 to pay for my rate plan. I can top up money easily, and have a balance for the plan. i enter pin, get to rate plan purchase menu and it... doesn't work. i get up to "to continue with your rate plan, press 1," then when i do, it says "sorry, we're currently experiencing [issues], please try again later." have waited and tried multiple times throughout the week, now it's day 7 and i still haven't been able to use that. -- have also reset my phone multiple times and cleared the cache, etc, still nothing... okay! maybe ill try my telus! - go to manage my account on browser, no vpn/am in the right reigon/and am using generic brower and... my telus doesn't think i'm the account owner. i'm the only one using that account and the only one to ever use it. I click on manage, get hit with "sorry, you are not authorised to access this information" screen. can't pay from there... - download, login and try using the my telus app (its worked for me before!) and... it redirects me to the my telus web browser, as my phone is a little dated, and perhaps can't run the app properly. great, the web browser... which doesn't work... okay... maybe i can pay another way? - attempt paying through the telus assist bot. get all the way up to "sure! would you like your rate plan to renew from [balance/credit]," i pick an option, and it says its unable to add the rate plan to my account... and to contact an agent for a callback... when i can't call because i can't pay for my mobility plan... really stumped, considering taking my business elsewhere. if anyone could help me, that'd be greatReporting Spam
Here at TELUS we are constantly working to prevent spam texts and other fraudulent communications from reaching our customers. There are actions you can take as well to not only spot a spam message but to report it to our team for investigation. The main things to remember if you receive a spam text message are: Forward the spam message to the shortcode 7726 (SPAM). If you're receiving more than one, we recommend putting 7726 into your contact list so it's easily remembered. Don't respond directly to the number that sent you the spam text. This will alert the spammer that your number is genuine and active. If you're not able to view the number or if it's email spam, forward us the entire message (along with the subject header if it's an email). How To Forward a Spam Text From Your Phone To 7726 iPhone 1. Touch and hold the message 2. Select More 3. Select the message you want to forward, then select the arrow in the bottom right corner 4. Enter 7726 5. Select Send Android / Windows 1. Press the message (be careful not to activate / tap on a link) 2. Choose Forward (from the menu) 3. Forward to 7726 *Reporting spam to 7726 is free. Messages forwarded to 7726 don't count toward your data or Messaging bucket iMessage Spam Reporting The key difference between an iMessage and an SMS message is the colour of the text. An iMessage text appears in a blue bubble, whereas an SMS message appears in a green bubble. If the spam text you receive appears in green, you may need to report it using the steps above. If the spam is an iMessage and comes from someone not saved in your contacts, you'll see a message stating that "the sender is not in your contact list" and you'll have the option to Report junk. Alternatively, you can send an email to [email protected] with this information: A screenshot of the message The email address or phone number that sent you the iMessage The date and time you received the spam iMessage Android Spam Reporting To report a spam message on your Android device: On your Android phone or tablet, open the Messages app Touch and hold the conversation you want to report Tap Block --> Report Spam --> OK You can also open a conversation and report it as spam. From the conversation, tap More Options --> Details --> Block & Report Spam --> OK Please note: This is for SMS/MMS spam only. If you receive email spam, it can be reported directly by forwarding it to [email protected] If you have further questions about spam messaging or any other messages you receive, don't hesitate to ask the community at our Neighbourhood Forums or reach out to us over at our Facebook page as well. FR versionMobility 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.Pricing issues.
I had recieved an EPP email with pricing on Jan 29th. I was told the deadline was today after calling Telus a few weeks back. Now after going into the first store at seven oaks mall, I am being told it’s only for first time customers and then after leaving and going to another store I am being told the that the offer ended today so I am not eligible. They also said that, yes, they can see my communication with Telus about it but “cant find an authorization code”. Anyone else completely frustrated by the process and lack of honouring extremely loyal customers? I am contemplating taking my lines that are expiring this week, along with my expired contract of home services over to bell or Roger’s at this point just out of frustration alone. I have been with Telus over 10 years!
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!
