Unable to change my Mobility to Prepaid from outside Canada
I had to leave the country in late 2025, and I ended up needing to keep my Canadian Phone Number active for personal reasons. I have been trying to contact Telus about having my mobility changed to prepaid so I don’t have to pay such exorbitant prices each month, but they haven’t been responding. The few times I manage to get a customer service person on call, they just keep shifting me across departments for hours on end. Can anyone help me resolve this issue?
Cant add a phone line
I was trying to get a phone line but when I proceed and add it to my cart it keeps saying that the phone Im trying to get is from a different region and tells me to change regions and try again. I switched regions but the problem still persists. Tested it out on other phones and still tells me to change regions.
Bill Dispute Form Not Working
When calling in for business mobility support to dispute $1200 in erroneous charges I am only able to receive a texted form, and AI bot told me I could not speak to human. Well the form doesn’t work! The error states, “We’re having trouble creating a support request at the moment. Please try again later.” And yes, I did try later and received same response. Is there a direct phone number for a human?
Satellite connectivity features on S26 Ultra?
Hello, First time posting here, I have pre ordered the S26 Ultra and have read that it is fully capable of using satellite communications/connectivity. Does Telus support this feature? I recently read that Telus had partnered with a company and had successfully completed a trial run. Wondering if this is in fact available and if not when it will be. ThanksUnauthorized Google Play Charges on Watch Account
I have received google play charges for a transaction on my Telus watch account. I have not done this transaction. There is no history of any such transaction on the google play account nor is there any active or inactive subscription to support this transaction. Basically this transaction does not exist. Telus customer care directed me to Google to ask for a refund. Google support page Https://payments.google.com/payments/u/0/unauthorizedtransactions requires a correlation id to dispute such transactions that do no appear in history. Their page clearly states carrier will provide this id and that this is a required field for raising such a dispute. Telus is now shying away form their responsibility and nopt providing me this correlation id. When the seller (Google Play) shows no transaction and the buyer (myself) says there is no transaction how can the middleman the payment gateway (Telus ) charge me for any thing. If they do, they need to provide a proof of the incident in correlation id. It is impossible that they do not have this Id. Online forums show this is not an isolated incident and hundreds of other customers have reported such fraudulent charges on their watch account. In each case they have demanded the correlation id. Here is the catch many customers have stated that customer care has provide this correlation id to them. So Telus indeed has this id but the customer care agents are too lazy to search for it or have no knowledge that such a thing exists. Telus is looting its customers with fraudulent charges and refuses to do anything about it.
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!How to Swap Your TELUS SIM Card
SIM card swapping enables your device to connect to the TELUS network. Follow these steps to perform the swap yourself without visiting a store. Prerequisites Before starting, ensure you have: Your new TELUS SIM card Your current device (powered on and connected to the TELUS network) Access to your My TELUS online account SIM Card Swap Procedure Keep your device powered on with the old SIM card inserted. Log into your My TELUS account online. Navigate to "Plans & Devices" at the top, then click "Device," followed by "Swap your SIM card." Enter the number from your new SIM card. Complete the two-factor authentication: Choose to receive the verification code via SMS or email Enter the 6-digit verification code you receive Once the system confirms the swap is complete, power off your device. Remove the old SIM card and insert the new one. Power your device back on. Verify the connection by making a test call. Troubleshooting If you encounter issues during the swap process: Ensure you're entering the correct SIM card number Double-check that you're using a valid verification method (SMS or email) If the swap doesn't complete, wait a few minutes and try again When to Contact TELUS Reach out to TELUS customer support if: You can't complete the SIM swap online Your device fails to connect to the network after the swap You need additional assistance with SIM card configuration TELUS experts are available to help resolve any technical issues and ensure your device functions correctly on the network. You can contact TELUS through their official support channels or reach out via their Facebook page for assistance. EN version
