TELUS Home Services Support Guide
Quick access to common support topics for TELUS home services. Optik TV Issues watching Optik TV? Add/Change channel subscription online or on your TV Reboot your PVR / STB Optik TV Green welcome screen Adjust your guide to show only subscribed channels How to order PPV Issues with Stream+ Internet Retrieve your Wi-Fi password TELUS Connect Wi-Fi app (control, manage, and pause your Wi-Fi network) How to set up a 2.4 GHz network on a 5 GHz TELUS Hub modem Learn about dual-band (2.4 GHz & 5 GHz) networks Why do I have no internet connection? Step by step troubleshooting Slow internet speeds? Step by step troubleshooting Wi-Fi connection issues? Optimize Your Online Gaming Experience Internet Speed Troubleshooting Troubleshoot your Boost Wi-Fi Internet data usage explained Wi-Fi speed and coverage explained How to restart your modem Slow internet on Smart Hub Weak signal on Smart Hub Home Phone How can I block spam calls to my landline/home phone? Manage voicemail settings online Why do I have no dial tone? Misc. When is PureFibre coming to my area? Is there an outage in my area? What offers do you have for tv/internet/home phone? How do I move my home services? How do I set up and manage pre-authorized payments? Additional Help Search support database Visit community forums Contact via Facebook Check service status page When to Contact TELUS Issues not resolved by guides Complex service changes Technical support needed Billing questions Service moves/transfers
Telus Connect is showing neighbours' hardware...
Originally posted on Reddit but I was asked to post here... The title says it all, really. I haven't used the Telus Connect app for a while, and when I logged in today, it's showing the neighbours' Hub, Boost and Optik TV, along with all of their connected devices. When I log directly into MY Hub via a browser, however, I can see all my hardware and other details. I'm going to hazard a guess that this is a huge privacy issue, as I have access to all their settings and such. Is someone at Telus going to get this sorted for me?
Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.
Purolator waybill to return equipment was never sent
I need a waybill that a Telus agent promised to send by email but it never arrived. Agent romised a couple of months ago and yesterday again, when I called to inquire about the status. Worst of all: Telus already charged me for the equipment!! If any support agent is on this forum, please help! Carol
Old Account Sent to Collections
Okay, Eric from the Telus reddit said to post here, so this is pretty much my final attempt to get this resolved. Back in 2021-22 I had a Home Security account. I closed it in March of 2022, and received my final bill for $0.00 in June 2022. I have an email copy of this bill and a livechat agent confirmed the cancellation date for me a few days ago, since I didn't have an email record of that (I had cancelled over the phone). A few weeks ago I started receiving collections emails from General Credit Services saying I owe Telus $300 on that account. I have no idea where this came from or why it's sent to collections as I haven't received any communication from Telus about any outstanding balance. Since then, when I try to get info GCS and Telus are just bouncing the issue back and forth. The Telus livechat can't access my info because it was sent to collections. The collections company initially said they'd send a bill but never did, and now refuses to help because "Telus doesn't send bills for recently closed accounts." When I pointed out that it was closed 3.5 years ago they just said "the only way we'll stop harassing you is if you get Telus to say you don't owe anything." I really need someone who is able to see this account info to call or chat with me. I strongly suspect this was a billing error that got way out of hand, considering my last bill was $0 and I never heard from telus about cancellation fees or returned equipment not arriving at their warehouse. But if I can't get someone to talk to me about this I literally have no choice but to wait until the collection appears on my credit report and then file a dispute with all agencies. I have been trying for weeks to resolve this, but I really cannot just be sending a random company hundreds of dollars without knowing why. Plus, if there is some weird billing issue, paying GCS might not even solve it and then I'll be doing this all over again in a few months. Anyway...Eric, you told me to post here, so help me out please.
