Customer Service Vancouver Complaint
Formal Complaint Letter (Service Not Delivered) Account Number: (removed account number) Address: Gastown Area, Vancouver, BC Date: Dec,13/2025 To Whom It May Concern, I am writing to formally lodge a complaint regarding the Home Internet Bundle I signed up for, which was scheduled to be installed on December 11 between 9:00 a.m. and 12:00 p.m. Despite this confirmed appointment, no technician arrived, and I have received no communication regarding rescheduling or delays. I did receive promotional emails about upgrading to Pure Fiber and receiving two months free, as well as the PS5 holiday package deal, but none of these services have been delivered. I have waited two days without any reply to my emails or call‑backs, which is unacceptable for a service I am already expected to pay for. This lack of service and communication is extremely disappointing. For the price being charged — even at $70 per month — the absence of installation, follow‑up, or accountability feels like a breach of trust and a failure to meet basic customer service standards. I request the following actions immediately: Confirmation of a new installation date and time. Written acknowledgment of the missed appointment. Assurance that promotional offers (Pure Fiber upgrade, two months free, PS5 holiday deal) will be honored. Compensation or credit for the delay and inconvenience caused. If I do not receive a satisfactory response within five business days, I will escalate this complaint to the Commission for Complaints for Telecom‑television Services (CCTS), the independent body that handles unresolved telecom complaints in Canada. Yours sincerely, Jonathan Craig (removed email address)
Admin Gateway Portal Password issues.
Has anyone had an issue where even after resetting the Router using the pinhole to reset their Router been unable to log into the Gateway portal? I'm trying to access 192.168.1.254 When I try using my admin credentials there it says incorrect password. I reset it, using the default password on the router + New password Says default password is incorrect. However when i attempt to log into boost 2.0 at 192.168.1.65 using the same credentials it works fine, the only issue is that the page is so broken that it asks you to reset the password, and then logs you out no matter which option you choose. OH and to make matters even more confusing when i try to the option to reset the password (After im logged in) it says the default password is incorrect? I'm not sure what telus has done to their router gateway portal, but it's such a trash system now that this alone is making me want to switch ISP's
Mis-selling and Poor Customer Experience
I am writing to raise a formal complaint about the mis-selling of your mobile and home internet services. On 27 Nov, I received a call from your advisor Farheen, who offered a mobile promotion and clearly said it was a Telus offer. She also discussed a home internet bundle and told me she would call back on 28 Nov to complete the setup. I never received any callback. To my shock, I later received an email and SIM card from Koodo, even though I was never informed that the service would be through Koodo. I opened the package assuming it was from Telus, as discussed. Additionally, the home internet plan given is not the same as what was explained on the call. The call on 27 Nov lasted 1.5 hours, and on 3 Dec I spent over 2 hours being transferred between departments without any clear help. This entire experience has been extremely frustrating and stressful. I trusted Telus, and this experience has severely damaged my confidence in your customer service.
Can't login to Telus account on optik tv box
Hi, I set up a new service recently and I haven't been unable to login to my account using my email and password. I also cannot login to my TV either (using optik tv android box). I have logged in using the email a link method without any issues. I then reset my password and tried logging back in with my email and password but it doesn't work. Any idea what is going on? I haven't even able to access my tv services or telustvplus. I get the following error: Sorry, an error has occurred. Please try again later. I know the password is right because when I have reset the password (after logging into mytelus account using the email link) it says you cannot use the same password as last time.Upgraded to Optik TV Android Box - Profiles
We have multiple Telus Optik TV Android boxes (TelusTV-24S). We upgraded from the old Optik boxes. They all powered up and work just fine except we never get a "Who is watching?" screen where I can choose between the profiles. When it was first set up on the home page it shows a spot down the page to create them which we did but after selecting one, it goes back to the Home Screen. Each profile has a different profile pic. We cannot find any profiles. On the "Home" screen, I have a "Settings" tab, which has a "Gear" icon, but when clicked, this doesn't allow me to do anything with profiles. Under settings- device settings- accounts and profiles - has no accounts listed(we can only sign in to google there). The profile selection screen at telustvplus.com doesn’t show up either. We updated the software and did a couple of factory restarts to no avail. We have called telus customer support a couple of times with no help. The first time after getting the boxes a week ago and was told to wait a week and call back if it wasn’t fix as the boxes all weren’t on the account yet. The second time (yesterday) was told we have to have a google account signed in for profiles to work. (I told them I don’t want that because that’s not what I was talking about but have since tried signing in with a google account and that didn’t do anything). It seems to me the people I’ve talk to don’t understand what we mean even when both times have been with them on video while trying to explain. I’ve mentioned the telus webpage about the profiles (user-profiles-optik-tv) and was told it’s wrong and that can’t be done. In looking on this site, it seems the solution may be an account setup issue not a hardware issue but nobody with customer support seems to understand. Maybe someone here can help. Has something changed with the profiles and the webpage hasn’t been updated? Thanks3Gbps service to 6Mbps and no support
This afternoon my internet seemed to die. Rebooted the router. Haven’t had to do this ever thought it should be fine. Thing’s were not better after the reboot. Did a speed test from computer directly connected to the router. 6Mbps down less than 1Mbps up. On Fiber???? Tried to get support. Was told I’d get a call back in 25 minutes. Hours went by. Sent another request after jumping through all the Ai support hoops. Hours went by no assistance. Asked the chat bot for chat with human support. It took me to the contact page where that chat function takes me back to the useless AI assistant. So many rogers reps come to my door. Going to inquire and if compatible. Maybe make the switch. Been completely hung out to dry on this one.
