Cancellation Fee, Household Consolidation & Unexplained Agreement Changes
I'm hoping someone from TELUS can help resolve my situation. I'm moving in with my wife, and we're both existing TELUS customers. Our current plans: Mine: Gigabit Internet + Optik TV for $80.85/month, contract ending November 9, 2027. Hers: Gigabit Internet only for $100/month, with 18–24 months remaining. I called TELUS on November 6 to schedule cancellation for November 30 and was quoted $390 in early termination fees. I understand that I signed a contract, but we're not switching providers. We're simply combining households and don't need two internet connections. My preferred solution: I'd like to transfer my internet and TV package to my wife's address, maintain my current pricing, and have any cancellation fees associated with consolidating our accounts waived. Alternatively, I'd be happy to keep her account if TELUS could match my internet and TV package and waive my $390 fee. We're even willing to renew for another 24 months if TELUS can offer a fair arrangement. Another concern: After my November 6 cancellation call, I received two updated service agreements generated three minutes apart. First agreement: $82/month Second agreement: $102/month The representative never mentioned changing my services or pricing, and I did not knowingly authorize an increase. I'm hoping TELUS can: Review and potentially waive the cancellation fees. Help consolidate our accounts while preserving competitive pricing. Explain the two agreements and unexpected $20 increase. We're both TELUS customers and want to remain with TELUS. I'm hoping there's a reasonable solution that doesn't penalize us for combining households. Has anyone dealt with something similar? Could a TELUS representative help escalate this to Loyalty or Customer Relations? Thanks!
Support calls and BC time zone
This is a rant about the terrible Telus Support! On Friday October 30th, I set up a support call for November 2nd at 11AM BC Time. This time was carefully selected by me to take place after an important meeting. As we know, BC did not change our time over the weekend. BC is staying on the PDT time. I had a lengthy discussion with the support person about this fact before we set up the call, and she assured me she understood the implications. Clearly not! The appointment booked did not adjust for the time zone and the support called me an hour before the time we had scheduled (at 09:50 local time) and in the middle of my important meeting. Now my only option is to book a new appointment: earliest availability is November 8. I am now in an endless loop with an idiotic AI agent. If you are going to implement AI, at least make it useful. It is absolutely infuriating to interact with an AI agent and have no option to move the conversation to a real human being. Making appointments 7 days in the future does not count. Looking for information on the Telus website is no better. All pre-canned questions and answers. Now way to figure out how to actually reach anyone. Again, making appointments 7 days in the future does not count. I'm sure this is a great business when you don't have to deal with those pesky customers. Telus, DO BETTER!
Business account appears closed after landline billing dispute
Hi TELUS Community, We have had a TELUS Business Internet + landline bundle for about 6 years. Our copper landline stopped working around June due to the copper network retirement, but we were still being charged about $20/month. I contacted TELUS only to dispute and remove those phone charges. After the adjustment was processed, it now appears that our entire business account may have been closed, even though I never requested cancellation of our Internet service or account. I have contacted TELUS chat twice, but have not received a clear solution. Could someone from TELUS Business please review this and confirm that our Internet service remains active and restore the account if it was closed by mistake?In-building work completed 2.5 years ago, entrance cable STILL not placed.
Commercial site in Edmonton (156 St, 116 Ave). TELUS installed the in-building fibre here roughly two years ago. Riser is in, terminated to the SFP in our equipment room. The building is physically ready. What was never done is the entrance cable from the street to the building demarc. Addresses on both sides of the client (117ave and 115ave) are serviceable; 116 shows as not serviceable, which I believe is just reflecting the missing entrance facility rather than explaining it. There's a ticket from 2024. Over two years and half years on, we still can't get a status on the entrance facility as a distinct work item, or a straight answer on whether permits, pole make ready, or a design change is the actual holdup. Can a moderator get eyes on this and contact me via DM?Business Connect (multi-location) still not working 1.5 months later
I've been waiting since mid-June 2026 (about 1.5 months now) for a TELUS Business Connect Enhanced setup across two clinic locations (multi-site). Open support request ID 25444257. Background: our existing landline was bundled with internet, but due to copper retirement we had to move to Business Connect. Since making the switch: - The old landline is completely dead — no service at all - We're still being billed $20/month for it - The only reason we have phone coverage right now is that calls happen to forward to our other, already-existing Business Connect number — this was not a real setup, just a lucky workaround Timeline: - Quote approved mid-June with original rep Jerrica Mae Galvez - Jerrica has since left TELUS - New rep Kimberlyn Duron was assigned and escalated this to a Concierge Team for the multi-location setup - No update since, and I've been unable to reach anyone by phone for weeks This is now urgent — our new location opens this week and we still don't have working phone service set up for it. Could someone from the TELUS Business team or Community Power Users help me get this escalated? Happy to share account details via private message. Thank you.
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.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?
Business Connect account setup incomplete—no access after one week
I am submitting this formal complaint regarding TELUS’s failure to properly set up and provide access to my business account services. I opened a TELUS business account for my mobility lines about three months ago. More than a week ago, I contacted TELUS to add a new Business Connect line. Although the setup was started over the phone, I never received the required account access information. I was not given login details, I was unable to create a username, and I still cannot access or use my Business Connect account. I followed up with the same representative who had previously helped me open my mobility account. I explained that the service had supposedly already been set up, yet I had received no access information and no working account. I was then told that the process had been started by more than one representative, which left the account creation incomplete. I was assured the issue would be resolved last week, but it remains unresolved. This reflects a serious failure in TELUS’s onboarding and customer service process. I entered into this agreement with the expectation that TELUS would activate the requested service and provide the necessary account access within a reasonable timeframe. That has not happened. As a result, I have experienced unnecessary delays, wasted time, and frustration. It is unacceptable that an existing business customer cannot obtain access to a service TELUS agreed to provide. I am requesting immediate resolution of my Business Connect account setup, delivery of all required access information, written confirmation that the account has been fully activated, and review of this matter by an escalation or management team. If this issue is not resolved promptly, I am prepared to escalate the matter through the appropriate complaint channels, including the Commission for Complaints for Telecom-television Services. I request a prompt response and a concrete resolution.
Fiber issues and business down
We have changed a firewall and spent 2 days with Telus to get it operational. We were working than a few hours later go offline. Was told it was resolved last night. Today we are down again, no internet, emails, business connect voip phones etc. Called telus support and they advise it is a hardware issue at their end and a tech can get to it Tuesday. Is this common and what restitution is there when I have to shut my office down for two work days to wait for a tech to fix their issue?Business phone over fibre not working - need re-programming help!
Hi, I'm hoping a community manager sees this and can help me out. My business uses Telus over fibre for our business phone. It has not been working all day (both incoming and outgoing) and when I called tech support they told me that from their end, it also shows the line is not working and that the programming is completely missing. I asked them if they could please reset the programming but the tech support said they are unable to do it from their end and need someone from the back end to do it. Unfortunately they cannot give me an ETA on how long this will take but said it's typical to take up to 24 hours. Can a community manager please help me escalate this issue? It is severely impacting my business especially it being the end of year which is my busiest time, I have a case number if that helps. Thank you!
