customer service
We were contacted by a telemarketer regarding Mobility and Security. Decided to cancel the security camera the next day. I believe I contacted 7 Telus representatives. Each one told me they could not help me as the issue was Security's if they were Mobility, and then Mobility's if they were Security. Finally contacted one representative and the whole thing was cancelled. To add insult to injury we then requested to complete the two mobility offers and Mobility could not match the telemarketers offer as they are mobility and the telemarketer was Security. Unbelievable!
New Phone Number Suspended
Hello, I bought a brand new cell phone and a new number two days ago as the company I’m currently working for I will be leaving and they will be taking their cell phone and their number when I leave. Within less than 24 hours of getting my new number I changed all of my passwords and sign in codes for various banking and other information and I woke up the following morning and Telus had suspended my entire account and placed my brand new number on hold pending a fraud investigation. I’ve spoken to numerous TELUS representatives in the last 48 hours and I was informed that I had to resubmit proof of identity to a fraud email address from TELUS. I did that and have not heard anything back since and have followed up numerous times. I called a TELUS representative again this morning and all they could tell me was that there’s nothing they can actually do and then I just have to wait. Unfortunately I do not have time to wait and I need my new phone and number to be working. Can you tell us please advise what exactly I need to do further to prove I am who I say I am and when this will be resolved. I really do not want to have to go to a different cell phone provider, but if I don’t see movement on this, you will force me to do so as I need a working phone.
Apple Watch cellular won't activate on EPP plan?
I switched from Rogers and have used the Apple Watch on their network, Freedom's and Bell's with no issues over the last 7 years. Telus tech support reps keep saying my watch must be locked to a carrier and that I need to reset my watch back to factory settings (which makes no sense - the two are unrelated). Searched google and read up on this forum and seen reports of others having issues with Apple Watch cellular plans not activating with EPP plans and that they had to submit tickets with tech support to the agents on the back end to provision the account properly in order to fix. I called in and had an agent submit a ticket and am waiting to hear back. How has Telus still not fixed this documented issue multiple years later? Definitely not a great impression for a new customer.
First Time NSF Fee Waiver
I am writing because ive been with Telus for over a year now. On July 16th I was having issues with my bank I resolved with them. On July 17th I realized my automatic payment had not gone through because of that, I paid it immediately. I now see a $50 NSF fee on my bill for this month and I am hoping I could have it waived as a new ish customer as I still paid the bill, it is the first one I've had and I was unaware that this was a policy as I wasn't told when activating the account.
EPP and hardware upgrade
OK, So I cam back to TELUS from Freedom on the basis that the plan I was offered included the Caribbean. The sales rep essentially created a plan for me at a price I was OK with for what I needed. I was undecided about whether I was going to update my hardware and apparently that was OK and I could call back and let them know. Low and behold, less than a week later I am trying to call to upgrade the hardware and no one can help, there is no way I can keep this plan (which doesn't seem to actually exist anywhere!) and upgrade my hardware, the price will essentially more than double and I HAVE to change my plan if I want to upgrade the hardware, this is very disappointing from TELUS and am likely to leave again after only a week of being back with them because of this shady stuff Anyone had anything similar and managed to keep the plan and upgrade hardware? I will move to a cheaper plan at this point!Fake Cell Towers in Canada: How to Block 2G Downgrade Attacks & Protect Your Phone
TL;DR: Criminals are using portable devices known as "SMS blasters" to force nearby smartphones onto outdated 2G networks. This 2G downgrade allows them to send convincing "smishing" (SMS phishing) texts pretending to be legitimate brands like Canada Post or 407 ETR. You can significantly reduce your risk by disabling 2G connectivity on your device. What is an SMS Blaster? An SMS blaster, often called a False Base Station (FBS) or IMSI-catcher, is a device that mimics a legitimate cell tower. When you are in range, your phone may automatically connect to this rogue signal instead of a secure TELUS tower. Once your device is connected, the attacker can: Force a 2G Downgrade: Most modern phones (LTE/5G) are designed to fall back to older networks if necessary. The fake tower exploits this by broadcasting a strong signal that tricks your phone into dropping its secure connection for the unencrypted 2G network. Send Smishing Texts: They use this unencrypted connection to push fake SMS messages (e.g., "URGENT: Outstanding toll fees for 407 ETR"). Cause Temporary Interruptions: You may notice your phone briefly loses signal or cannot place calls/use data while connected to the rogue tower. How to Block 2G Downgrade Attacks The most effective defense is to manually restrict your phone from connecting to 2G networks. Android Devices Steps vary by manufacturer, but you can typically find the toggle here: Device Path Samsung Galaxy Settings > Connections > Mobile Networks > Allow 2G (Set to OFF) Pixel Settings > Network and Internet > Mobile Network Security > Enable 2G network protection Other Android Settings > Network and Internet > SIMs > TELUS - StaySafe > Allow 2G (Set to OFF) iPhone (iOS) Apple does not currently offer a simple "Turn off 2G" toggle. If you are concerned about targeted threats, the only built-in method to restrict these network types is Lockdown Mode. Go to Settings > Privacy & Security. Scroll to the bottom and select Lockdown Mode. Tap Turn On Lockdown Mode. Note: Lockdown Mode is an extreme security setting. It rejects 2G/3G networks but also limits some browsing features, blocks many message attachments, and restricts FaceTime calls from unknown numbers. What to do if you receive a suspicious text If you receive an unexpected message regarding urgent payments, toll fees, or delivery issues: Do Not Click Links: These are often designed to steal your credentials or financial information. Verify Directly: If you are unsure if a message is legitimate, contact the organization directly using a phone number or website you have sourced independently never use the contact info provided in the suspicious text. Report It: Forward any suspicious text messages directly to 7726 (SPAM on most mobile keypads) so we can investigate and notify the network. Contact Authorities: If you believe you have fallen victim to fraud, please contact the Canadian Anti-Fraud Centre (CAFC) immediately. FR version
