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Terrible Experience with Telus
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???
Cancelling a mobile (cell ) pay as you go
hi does anyone know how to cancel my Telus pay-as-you-go please. I'm over in the UK now so don't need now. I've tried MyTelus I couldn't find that option. I ended up with a bot which did eventually give me a phone number to call (which turned out to be an invalid number). There is no email I can write to. Any suggestions gratefully received. Thanks GP
Poor customer service!
Dear Telus Customer Support Team, I am writing to formally express my dissatisfaction with the customer service experience I had during my recent call to your support line on around 6pm on Nov 20th 2025. When my call was answered, there was significant background noise, including loud children screaming, which made it very difficult to communicate clearly. Despite this, the agent did not acknowledge the issue or attempt to improve the call quality. After briefly asking what I needed help with, the agent placed me on hold. I waited for over 20 minuteswithout any updates or reassurance. Eventually, the call dropped, and I did not receive any call back, even though the issue was not resolved. This level of service is unacceptable and far below what I expect from a company of your size. I kindly request the following: A review of this incident and feedback provided to the representative involved. Assurance that call quality and professionalism standards are being upheld. A follow-up to address the issue I originally called about. I hope this matter can be addressed promptly. Thank you for your attention. Sincerely,
Very weak signal
I have been a Telus mobility customer for over 20 years but I am about to switch soon to Rogers. This is based on the terrible signal quality I have been dealing with for the last few years. I live on the west end of Cochrane AB and commute to Exshaw AB. Both locations and most of the drive in between, the signal strength is generally 2 bars at best and often no bars at all. Several people I work with have experienced the same issue and some have already switched providers. One co-worker was told a year ago that towers were being upgraded so I have been patiently waiting for an improvement. But things have not improved and I still don't even have 5G. Is there any timeline for when this issue will be resolved?How to transfer prepaid eSIM now that Android eSIM transfer has been disabled?
I was previously able to transfer a prepaid eSIM between Android phones using the Android eSIM transfer feature but it appears that functionality has been disabled by Telus. How can I do the transfer now since the app has very little functionality for prepaid. Thanks, Brian3-Day Roaming Pass
Hello, I activated a three-day “Roaming Pass” via text message prior to my departure from Canada. Based on the email I received with the code, it sounds like it is activated when I use the service abroad, such as sending a text message, receiving a call, or using cellular data. Once activated, it is on until 11:59 p.m. local time. My interpretation is that I have three days of roaming credits, that is, the three days don’t have to be consecutive. Is this true or did I already activate my three consecutive days of roaming the moment I used my first day? Thank you!
In Mexico… phone won’t connect!
Can you Please reprovision/reset the roaming profile on my account — voice, SMS, and data. i have roaming on and I’ve reset my phone numerous times etc etc. it won’t connect to any local network at all. my number is (604) 928-5207 I’m in Mexico now. Please help. I have a Mexico plan. Easy roam was so much easier.
