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Connections charges not disclosed
've been with Bell for a years now was sick of their constant fee changes, undisclosed costs, which constantly required calling and negotiating back down to my prior agreed price. Instead of renewing with them I took a chance on Telus and brought my own device. I called to arrange a new bring your own device plan and was NOT told that they were going to be charging me a $80 connection fee. In fact t I was told that such fees didn’t apply to online/phoned applications and even if they did they could waive it to get me to switch from Bell. Had i known this fee would apply, i would have just gone back to Bell as they offered me a better plan and said there would not be a connection fee if I stayed. It's quite ridiculous how they make the 'new plan' sound so good but they don't tell you about all those other charges beforehand I am irate and am considering withdrawing my services and going somewhere else as this is the exact sort of thing I was trying to leave behind with Bell.
Loyalty offers
My wife and I have been telus mobility customers for 24 years and all 3 home services for 5 years. i was told last week to call on Black Friday for a better offer then they could do then. well I just got off the phone with loyalty and they basically offered me the same as what is offered online? i’m very confused and disappointed with the whole interaction. is this how they treat loyalty? Doesn’t seem worth it.
MyTelus App not loading - stalls on white screen after first load
I’ve been trying to use the MyTelus app for days now and after it’s initial load where I can see my profile, a white screen will pop up and a green circle will try to load something but then stalls out. I’m on an iPhone 11 with iOS26.1. I’ve reinstalled the app multiple times, restarted my phone, checked for updates, used different wifis and just my data but nothing has worked. I can login to my account through a web browser but it would MUCH nicer to use the app…
5G and LTE Mobility Signal in Lavington BC
Restoration Lands is the owner and developer of the Okanagan Industrial Eco Park in Beautiful Lavington BC . Because of the location of the Tower that serves this area, the 445,000 Sq.' Building, and most of the 18 Industrial lots, their tenants and employees suffer from very weak, or NO signal. We have been trying to contact Telus for years to see about a Micro tower to boost signal in our area. Cellular service is not a luxury, it is necessary for commerce, safety, security and could be a serious matter if contacting emergency officials in the event of an incident. Restoration Lands Inc. has invested heavily and has just completed infrastructure in Partnership with Telus to install Fiber along Learmouth road and our industrial park. RLI's goal; is to see 1000 jobs on this site when it is fully built out. We know that all of the companies and employees, as well as all of the neighbors will benefit from improved services as the existing tower is blocked by a hill, which is the culprit from the poor network. Can someone at Telus contact me and take this on ? Michael Molnar, CEO, Restoration Lands Inc.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.
Black Friday deals: can I order online or do I need to call?
I have an existing Telus Mobility plan with Telus. I'm seeing some Black Friday deals, if I order the Black Friday plan online, will it automatically cancel my existing Telus plan or do I end up with two mobility plans? If it doesn't cancel my existing plan, it may looks like I need to phone an agent to get the Black Friday plan.
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!Assistance with Fraud Claim and Account Access
I was involved in a fraudulent issue related to Telus in August 2025 and the matter has been outstanding for more than 3 months. No one at Telus is willing to help me. Every time I call Telus, the rep. will start off very helpful then will eventually the phone line drops (not sure if they purposely just hang up on me). They just keep on asking for my money. And I do not have access to the My Telus App, which means I don't have access to my Telus account and any billing statements. I've requested multiple times for the most recent statement sent to my by mail but it was never received. I've been told multiple times that the matter has been expedited and a rep in their fraudulent team will reach out to me but no one ever did. This is beyond frustrating. I'd like to cancel my service with Telus but they still owe me money from the fraudulent issue. Can someone please call me back and truly help me???