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Unable to change my Mobility to Prepaid from outside Canada
I had to leave the country in late 2025, and I ended up needing to keep my Canadian Phone Number active for personal reasons. I have been trying to contact Telus about having my mobility changed to prepaid so I don’t have to pay such exorbitant prices each month, but they haven’t been responding. The few times I manage to get a customer service person on call, they just keep shifting me across departments for hours on end. Can anyone help me resolve this issue?
Promotions department
I kept getting calls from Telus Promotions about getting a new phone. Finally said OK. I am getting emails from Telus, and even got a phone sent to me, but it was the wrong one. Now I;ve had to put the order through again, and it is very confusing. And i have to talk to a Telus customer service person and get it confirmed. Why does it have to be so difficult, I:ve spent hours on the phone putting in the order, re-putting in the order, etc. Does Telus want people to upgrade their phones or not?
Cant add a phone line
I was trying to get a phone line but when I proceed and add it to my cart it keeps saying that the phone Im trying to get is from a different region and tells me to change regions and try again. I switched regions but the problem still persists. Tested it out on other phones and still tells me to change regions.
Loyalty offer not on my order or contract
I had a Loyalty offer, which would expire March 10 2026. I could upgrade my new Samsung S26 Ultra: From 256g to 512g. Free. And, get the, "Galaxy watch 8 on us". Doesn't show on my order, or my contract. I have already done the order, and paid the required taxes. All done through MyTelus app. Selected the 512g. Was fine. The watch would arrive after a few weeks, after getting a contact email/or call. Went to check through my app. The offer is gone, since I already ordered it. Called customer service, talked with a loyalty representative. He didn't see anything. He transferred me, but of course the offices were closed at 9:50am. Now, all I am getting is a 256g S26 Ultra? As a 25 year customer. This is not acceptable. Can anyone help?