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Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.
Never received call back
I was promised a call back within 24-48 hours and never received one. I then contacted Telus and was told the supervisors/managers are busy and it will be another 24-48 hours, and still no call back. It has been more than a week now that I have been waiting. Am I supposed to keep calling in and hearing 24-48 hours without anyone actually fulfilling that commitment?
Telus website, app, and chat are garbage
Wow, where do i start? The website has a linking problem between the Mobility/Manage/Pre-Auth function and the next page that should launch. I tried using the app and it just open the webpage. I told the chatbot this and it was dumber than a sack of hammers, including NOT EVEN KNOWING WHAT THE PROPER TELUS DOMAIN IS. After nearly an hour of trying to work with the chatbot i phoned in, navigated the complete trash phone support system and got a human. The human fixed the situation in 10 minutes flat. Telus - why don't you spend more time and money on your website and automated support instead of phoning me every day trying to get me to buy more of your services. 0/10
West Vancouver weak signal
I live exactly 10 minutes from downtown Vancouver (when the Lions Gate bridge has no traffic) but there is almost no Telus mobility signal. Thousands of people are affected by this problem in West Vancouver. 80% of the time when we receive a call it goes to messaging. 100% of the time that we can connect, the connection is partly garbled or intermittent with long periods of silence, and 50% of the time the connection drops after a while. Many of us have land lines just because cellphone service up here does not work as required by law. I was told this is because the closest cell tower to the upper British Properties (Chartwell/Eyremount) neighborhood in West Vancouver is in Ambleside by the ocean, about 3.5 km away. I received a text from Telus today that said <<TELUS Msg: Valued Customer, our network in West Vancouver just got better. ... This investment in a new cell tower will mean fewer dropped calls, faster loading times and a more reliable connection in West Vancouver.>> When I clicked on the link provided (telus.com/sl/mPNaz5O9pJ), it gives a list of "cities with improved coverages", BUT West Vancouver is not one of them! What is the problem? Why is a cell tower missing in the first place? Why is Telus installing cell towers but ignoring thousands of customers in our neighbourhood only 10 minutes away from downtown Vancouver? Why does the text message imply a new cell tower but the list does not include West Vancouver?
Google Play Charges to my Telus Bill
Hello, I got a Google Pixel 3 watch when I renewed my mobility contract back in March 2025. In June 2025 I started getting random Google Play charges added to my Telus bill, apparently through my watch 'phone number'. I have never setup Google payments through Mobile Carriers on my Google account, transactions are always through my bank. I checked my Google transaction history, my payments and subscriptions, payment methods etc and these transations do not show up ANYWHERE! When I first contacted Telus they told me they could not tell which vendors the charges were from, but they were able to provide a corrolation ID for each purchase. I submitted a Unauthorized Charge Claim to Google and they came back with the automated message: 'After reviewing your claim, we were unable to confirm fraudulent activity in this case, so no refund will be provided by Google at this time. If you would like to pursue the matter further, you can reach out to your financial institution.' The problem with that response is, my bank can't help because these charges weren't through my bank. I then contacted Telus again via phone, and this time they were able to tell me the charges were for Snapchat, and Audible (I don't purchase anything through either of these apps). I asked for the corrolation ID's for the newer charges and the woman said she couldn't provide them. Yet when I contacted them again through live chat they were able to provide the IDs. I then submitted another claim and received the same response. To reiterate, these charges have not appeared anywhere else across my accounts; Google, Snapchat, Audible etc, they only show up on my Telus bills! I do not have Mobile Carrier set up as a payment method! The charges are now up to $32.15. I don't know what else I can do so I am hoping to see if anyone else has had a similar situation. Thanks for reading!
Bill Date - Due Date
I wish Telus would just print the DUE Date on my bill versus making me guess. I have automatic payment set up. Telus does say on page 2, " The total due will be charged to your bank account 15 days from your bill date". Ambiguous or what? Still do not know where o where on the pdf bill it states the date my payment is due. Makes it tricky.Overseas scammers pretending to be TELUS
The scam involves calling people with a fake promotion and getting them to order an expensive smartphone. More details in this video: https://youtu.be/D_sqkuw95Xs?si=D2RfxjasSRC8QFI2 At about 18:35 the scammer says that "Someone told us when we steal the phone...Then they(the victim) get the refund from the company."Partial Charges on bill incorrect
I signed up 5 lines with Telus Mobility at the Shopping Centre and when I ported over and installed the SIMs I saw the plan and charges were incorrect in MYTELUS. I called into Loyalty the next day and the agent made the fixes. Today I received my 1st bill and the monthly charges are all correct after all the discounts are applied but the PARTIAL CHARGES seem to be wrong. After discounts each of my lines comes to $25/month + tax. However, the partial charges for Nov 29 to Dec 6 (8 days) is $18.33 plus tax. Prorated the partial charges should only be about $6.xx per line. I called in and after explaining the situation the agent said my main plan cost is $70/mo so that is why it's $18.33 prorated. I told him that it doesn't makes sense because my monthly is only $25/mo, so where are my partial discounts? I suggested I could speak to another agent if needed and now I am currently on a very long hold that doesn't seem to be going anywhere. Am I wrong on the partial prorated partial charges? How can Telus charge 73% of a full month for only about 26% of the days. I didn't request a plan change, it was a setup mistake on Telus' part from the start. Can anybody from online support please assist as I'm about to hang up on the hold as the agent said I was being passed right over to another agent but it's been a long hold. Thank You
billing trouble
Hello, I’m a new TELUS mobile plan subscriber, and my first bill is due on May 1st. However, I keep getting the error message: "We couldn’t process your payment. Please check your card details and try again." I’ve tried several times using three different international cards (1 Visa credit card and 2 Master debit cards), but the payment continues to fail. Additional information: 1. I am a Korean staying in Canada for 6 months. 2, All card details and billing addresses were entered correctly. 3. All cards are enabled for international transactions. Could you please advise what might be causing this issue and how I can proceed with the payment? Thank you for your help.