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'sPrevent Accidental Roaming Charges
Mobile devices automatically connect to the strongest available network signal. Near international borders, particularly along the U.S.-Canada boundary, your phone may connect to foreign towers and trigger roaming charges for services normally included in your plan. Disable Automatic Network Selection iPhone or iPad Open Settings Tap "Cellular" Select "Network Selection" Turn off "Automatic" to start a network scan Select "TELUS" from the available networks list Android Devices Open Settings Select "Network & Internet" Tap "SIMs" Uncheck "Automatically select network" Wait for the network scan to complete, then tap "TELUS" Turn Off Data Roaming iPhone or iPad Open Settings Select "Cellular" Tap "Cellular Data Options" Switch "Data Roaming" to off Android Devices Open Settings Select "Network & Internet" Tap "SIMs" Switch "Roaming" to off When to Re-Enable These Settings Enable automatic network selection and data roaming when traveling internationally if you want to use TELUS Easy Roam or other roaming services. Your device needs these features active to connect to foreign networks. Reapply these settings after device resets, network settings resets, switching to a new phone, or installing software updates. Updates may restore default network selection preferences.Transfer Your Phone Number to TELUS
Moving your existing phone number from another carrier to TELUS preserves your contact information and ensures uninterrupted service. The transfer process completes in 2-3 hours. What You Need Before Starting New TELUS SIM card Current provider's SIM card (must remain active during transfer) Previous provider's account number OR your device's IMEI number Device you'll use with TELUS Find Your IMEI Number Dial *#06# on your current device to display the IMEI number instantly. Complete the Transfer Visit www.telus.com/transfernumber and log in to your account Choose whether to provide your previous account number or IMEI number Click "Get Started" and enter the requested information Review all transfer details for accuracy, then click "Submit" Wait for an SMS confirmation from your old provider (arrives on your current SIM card) Reply "YES" to the confirmation message within 90 minutes Insert your new TELUS SIM card into your device Wait for the TELUS welcome message confirming the transfer is complete (takes up to 2.5 hours) Important Transfer Requirements Keep your current phone number active throughout the entire process. Canceling service with your old provider before the transfer completes will result in losing your phone number permanently. If You Need Assistance Contact TELUS through Facebook or visit the Mobility community forums for transfer support. You can also watch the step-by-step video tutorial on the TELUS YouTube channel for visual guidance.Travel Checklist For TELUS Mobility
Planning to travel soon? Don't forget to configure your TELUS mobile services to avoid service interruptions and unexpected charges. Complete these setup steps before departure. Pre-Travel Setup Enable Easy Roam Add Easy Roam to your account to use your existing plan's data, minutes, and texts while traveling. This service activates automatically when you connect to a network in supported countries. Suspend Unused Lines Request a Mobility Vacation Suspension for devices you won't bring on your trip. This temporary service pause reduces your monthly bill while maintaining your phone number and plan. Configure Billing Access Enroll in eBilling to view statements from any location with internet access Set up or update pre-authorized payments to ensure bills process on time during your absence Verify your payment method is current and has sufficient funds If You Need Last-Minute Help Contact TELUS through our Facebook or X / Twitter accounts for further assistance. Additional Resources Review our Home Services Vacation Suspension article if you also need to prepare TELUS internet, TV, or home phone services before traveling.Managing Third-Party Application Purchases
Third-party vendors can charge applications and web services directly to your TELUS invoice instead of requiring credit card payment. These charges appear as application purchases on your bill. How Third-Party Billing Works Vendors offer pay-per-use applications and web-based services like mobile dating or social networking sites. When you download or subscribe through their platform, charges apply to your TELUS account automatically. This eliminates the need for separate credit card or PayPal transactions. Disputing Unauthorized Charges Contact the vendor directly if you see charges for services you didn't subscribe to. The vendor must resolve billing disputes for their services. If you don't recognize the vendor name on your bill, contact TELUS support to identify which company charged your account. TELUS can provide vendor contact information but cannot remove third-party charges without vendor authorization. Prevent Future In-App Purchases iPhone (App Store) Open Settings Tap General Scroll down and tap Restrictions Tap Enable Restrictions Create a passcode when prompted Under Allowed Content, turn off the In-App Purchases slider All in-app purchases now require your passcode. Android (Google Play) Open the Google Play Store app Tap Menu Select Settings Scroll to User Controls Check the box next to "Use password to restrict purchases" Enter your Google password to confirm All in-app purchases now require your Google account password. When to Contact TELUS Contact TELUS if you need help identifying an unknown vendor on your bill or if a vendor refuses to remove fraudulent charges after you've disputed them directly. TELUS can provide vendor contact details and escalate unresolved billing disputes, but the vendor must authorize any charge removals for their services.TELUS Device Care Complete
Protect your Android or iPhone from loss, theft, accidental damage, and manufacturing defects. Coverage costs $17 per month and must be added within 60 days of device purchase. What's Covered Loss and Theft Full device replacement if lost or stolen Accidental Damage Cracked or shattered screens Broken camera or power ports Malfunctioning microphone or speaker Liquid damage from water, coffee, or other spills Up to 2 incidents per 12-month period Manufacturing Defects Hardware failures covered under the same incident limit Additional Benefits Free battery replacements Unlimited photo and video storage at full resolution Expert tech support for device setup Repairs through Mobile Klinik How to Add Device Care Complete You have 60 days from your device purchase date to activate coverage. Option 1: During Purchase Add the plan when buying your device online or in-store. Option 2: MyTELUS Account Log in to MyTELUS Navigate to your device settings Select Device Care Complete under available add-ons Confirm enrollment Option 3: Phone Dial *611 from your TELUS device and request Device Care Complete. Option 4: TELUS Store Visit any TELUS location within the 60-day window. Cost $17 per month, billed to your TELUS account.Outbound Calling Name Display
TELUS has a handy feature called Outbound Calling Name Display. With this feature, your account name can appear when you call someone, helping them identify your call before answering. This feature requires specific account and device settings. Requirements Your account and device must meet these conditions: Postpaid TELUS account (not prepaid) VoLTE-certified device VoLTE enabled on your device Recipient's device supports name display Activation Steps Log in to your MyTELUS account Navigate to the Add-Ons section Select "Outbound Calling Name Display" Confirm activation The feature activates immediately. Your account name will appear on the recipient's screen when their device supports caller name display. Cost Personal accounts: Free Business and Corporate accounts: $3 per month If Your Name Doesn't Appear The recipient may not see your name if: Their device doesn't support name display They use a carrier that doesn't show caller names VoLTE is disabled on your device Check your device settings to confirm VoLTE is enabled. The setting is usually found under Network Settings or Mobile Data options. When to Contact TELUS Contact TELUS support if you've activated the feature and enabled VoLTE, but your name still doesn't display after 24 hours. Technical support can verify your device certification and account configuration. Visit the TELUS support page for Outbound Calling Name Display or call customer service for activation assistance.Traveling With Easy Roam
Easy Roam lets you use your existing data and minutes in other countries. Add the feature before you travel to avoid higher roaming charges. How to Add Easy Roam Through the My TELUS app: Open the app and select "Usage" Tap "Easy Roam" Turn on the feature By text message: Text TRAVEL to 7626 Reply EASY when you receive instructions Billing and Usage Daily charges: Easy Roam bills from activation until 11:59 PM that day. Each 24-hour period counts as one day of usage. Automatic renewal: The feature renews daily while you're traveling unless you disable it. Avoid Charges When Not Using Easy Roam Turn off both settings to prevent Easy Roam from activating the next day: Disable Data Roaming in your phone settings Enable Airplane Mode Making Calls to Canada Dialing format varies by country. Visit howtocallabroad.com for specific instructions based on your location. Text messages to Canada: Use the same international dialing format required for calls. When You Return Home Easy Roam stops billing automatically when you're back in Canada. No action needed to disable the feature. When to Contact TELUS Contact TELUS before traveling if you're unsure about Easy Roam rates for your destination, need help activating the feature, or experience unexpected charges. Check your bill after returning to verify all Easy Roam charges are correct.
