Buisness being left with no service or phones for weeks
One of my stores, has had the internet go out and with it our phones. After a painful trip through the AI IVR an agent told me the first appointmnt I can get in in July. I find this highly unprofessional and insulting that a business level service feels its ok to leave one of my stores basically shut down for 2+ weeks. I asked to to speak with someone higher but was refused. How can I escalate this and get some service?Unresolved Referral Credit & Portal Issues — Escalation Request
I joined Telus in January 2026 and referred two customers shortly after. I was informed that the referral credits would be applied within 4–5 weeks. It has now been nearly six months, and I have yet to receive either credit. I have contacted customer service on multiple occasions and filed two support requests (IDs: 2492270 and 25145066). Each time, I have waited on hold for approximately one hour, only to be told the credit would appear in the next billing cycle. Despite these assurances, the tickets are marked as "Resolved" without the issue actually being addressed. After several billing cycles with no credit applied, I question whether this referral program is functioning as intended. Additionally, after receiving my most recent bill yesterday, I attempted to submit a business support request through the website, but the form has been non-functional for over two days — an unacceptable experience for any company's customer-facing portal. I am requesting that this matter be escalated to management or someone with the authority to: Resolve the outstanding referral credits immediately. Address the recurring disconnect between support ticket resolution status and actual issue resolution. Investigate and fix the business support request form outage — and clarify why a basic web form takes multiple days to restore. Review the quality of customer service being provided, particularly the pattern of false assurances and premature ticket closures. I appreciate your prompt attention to these matters.
Free Telus Camera
Two weeks ago I called Telus to move my account to a new address and arrange a tech install. The Telus representative on the phone said they were going to send me a "free camera", they never mentioned a cost or it being for a security system. I straight up told him that I have my on security system and they said no problem, it's free anyway. I've had issues with my Telus internet and current value of my plan, so I called back today. I was just told that I am paying $18/month for a home security plan for a camera that I have no intentions in ever using. Spoke to their Loyalty team and they said they would reduce my bill, but it sounds like they are keeping a reduced payment for the security camera, but overall i get a better deal then if I remove it. Something still feels wrong. I don't want to be charged for a piece of hardware I will never use and I don't want to have Telus home security on my plan. Is Telus taking a look into their own practices here? This seems highly unethical. I've had to spend 3hrs on the phone and I may need to drive to a Telus center to drop off hardware. How come a Telus rep can easily send you a "Free Camera" and sign you up with a service but it's extremely difficult to remove that service? This treatment is enough for me to remove fiber and move to another provider all together.Vivint to TELUS SmartHome: Complete downgrade, do not switch over!
I had a paid off Vivint system. I agreed because TELUS represented the replacement as an “upgrade” and a “1 to 1 replacement.” That is why I allowed my existing equipment to be removed. After install, I learned that not only am I tied to a 3 year contract, but the recording setup was not equivalent. My Vivint system had continuous recording through equipment I already owned. TELUS told me I would need microSD cards in each camera to approximate that function. This is a downgrade sold as an upgrade. There are more examples of how this system doesn't meet the mark. I escalated. TELUS said they would review the call recordings. They also pointed to the 30 day cancellation window, while telling me I would need to remove the TELUS equipment myself and return it by Canada Post. So TELUS gets weeks to review its own sales calls, but the customer’s cancellation clock keeps running. My questions for TELUS: Is this actually a functional 1 to 1 replacement for legacy Vivint systems with continuous recording? Were customers clearly told before installation that continuous recording may now require separate microSD cards per camera? What exactly happens to paid off Vivint equipment after the swap? If TELUS misrepresented the replacement, why is the customer responsible for removal and return risk? Will TELUS pause or preserve the cancellation window while it reviews the call recordings? Will TELUS send a technician to remove the equipment if the complaint is non equivalent replacement? This is about conscenting through misrepresentation. “Upgrade” and “1 to 1 replacement” are material claims. Former Vivint customers should demand clear answers before agreeing. My Vivint equipment was superior, and had I known what I know now, I would've happily walked away without home monitoring support.
Security system woes
So. I've had this Telus security system 2 weeks. It works alright I guess, not happy I had to install it myself but here we are. I was shorted 5 door sensors on my equipment package. 2 weeks ago Telus assured me they would send them out and still don't have them. Terrible service with Telus. Tired of calling and waiting and getting transferred etc etc. I want my sensors. Not a fan of this company.
Control Panel Lithium Battery Bulging!
When the overheating occurred yesterday and the control panel went offline including the radio at the same time; Telus did not call to inform me of this critical failure. It was only today (approximately 24 hours later) that I received a push notification that something was wrong but still no phone call alerting me that the system was completely offline for an extended period. The panel is cool to the touch and after keeping it unplugged for sometime and then plugging it back in, it will no longer power back on. This is the third incident in a short period that made me question the reliability of the Smart Home platform. I called support and expressed that I would like to cancel citing these lapses in security and was told I would have to pay a $700 cancellation fee. I asked about fixing the control panel instead, and was told that there’d be a $200 fee just to come out plus whatever the cost of fixing/replacing the panel happened to be. I was placed on a long hold and the call disconnected. Later I inspected the control panel; the large backup blue lithium battery had bulged so significantly that it bowed the white backplate of the control panel! It’s now buried in a foot of sand in a bucket in the backyard. I’m taking it to an e-waste facility for proper disposal tomorrow. Now my choices are pay $200 plus whatever the cost is of a new panel that is apparently predisposed itself to be the cause of a house fire or cancel and be out $700 but still have a home.
