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In-store and online claim process issues.
I purchased my Telus phone close to three years ago and have been paying for the plan since then. I recently damaged my phone and the website would not allow me in....kept asking for my address for Fiberop which NB does not have. So I went to the Westmorland Road location - ZERO customer service recently - the gentleman that helped me told me to login and request a claim online - again I could not - he then told me to call customer care - I did not have a phone mine was damaged and I do not have a landline - he said he could not tie up his line because another customer may need his help - went to speak to the manager - who allowed him to use the telus landline - to which he called and started to open the claim - handed me the phone - they said they would text me a secure link to input my payment information (not sure why i have to pay additional fees on top of what i currently pay) to which i replied - I do not have access to my phone - the agent said I better figure it out or he could not help me - after some debate the in store agent agreed to receive the text - the damage claim was submitted - the instore agent took me to a secondary cell phone repair shop - where they did not have the screen to fix my phone - I would need to wait two days to order one - two days pass no part - Telus would not give me a replace phone - but I continue to pay my bill and for Damage Care - WHAT IS THE POINT OF PAYING for DAMAGE CARE when TELUS does not help the client - in this day in age we cannot go without a phone - i cannot get into my banking without a verification to my phone - my icloud account is locked because i need verification that was texted to my phone - I am so upset with the lack of customer service that I have recieved from Telus........I would like to know what Management has to say about this and how it should have been handled - I think Telus will lose a customer after this and honestly don't think they care much about customers or this blog would not exist!!!!!!!!!!
Beware of Scammers Posing as Telus
Telus scam! "hazel.telusnet" Telus scam!!!!, be weary of calls from people impersonating Telus agents, they will take your information promising a new phone and plan. The plan will cost 62.00$ a month with a new Samsung or iPhone. They say that there are issues with your identification and ask for your sin number and promise to call you the following day to verify your identity. This is the email it will come from along with a link "hazel.telusnet" <Admin edit: post modified for categorization purposes and to prevent doxxing>
App and account information not accurate
I don't know how to start this, I received the deny, deflect and disengage treatment this morning from customer service which is disappointing; I have had great customer service before as well as poor service and this was just not service. It was some guy saying "shucks ma'am, I wouldn't worry about it". I am signed up for auto withdrawal for my mobile but it doesn't seem to be withdrawn at any specific time, the dates of billing and due date for my bill don't match between this customer service rep and my Telus app which currently tells me I am overdue to pay my bill, which was auto withdrawn on 06 Oct, 8 days prior to the bill's due date. This rep was skillfully robotic, ensuring I got the message that my concern wasn't important, that what I see isn't what they see, and that there is no problem with this versus passing me onto someone who may think that could be something of a concern for customers. Disappointed Telus, do better. I get it's all about the money and I am choosing to give it to you, please hire people who can do the job your consumers need. The end of my conversation with this rep was that I would trust him to make note in my file about the disconnect between the app and system information that only they can see, however I am sure his note if it exists will flag me as a problem customer.
Prepaid Plan won't let me make a call
I've had a Telus Prepaid plan since 2021. Every month I get a text saying my plan was automatically renewed, my credit card is charged, and everything is good. Except this month I can't make or receive any calls! I get a recording that tells me my plan isn't topped up. And yet my credit card has been charged, and I received the same text message that says my plan was automatically renewed. So what's going on?Robots on Customer Service
I have been attempting to solve my problem - the enterphone system in our entrance requires a visitor to dial a 3 digit numer of the resident and when the resident answers they can buzz them in or not. For the last week I experienced a problem - when I answer the ring there is no response from the person who is requesting entry - instead it goes to voice mail and I am unable to speak with my visitor. Our building manager tried to buzz me and all he heard was the response from my voice mail. He told me that someone else in the building had experienced the same issue and had to contact Telus??? I have been trying to "contact" Telus but I never am able to speak to a real live human and the AI does not understand my issue. How do I solve this problem???Has Anyone in the GTA had terrible reception lately? October 2025
About a month or so ago my cell phone that I have with Telus has slowed right down when it comes to my data connection, as well as the reception to make phone calls. I ALWAYS have 2 bars or less of service, most often one bar, and every so often it changes to emergency calls only. This happens whether I am outside, in my car, in my home, or at work. I have been reporting issues on the Telus coverage map frequently, but no improvement has been made. My phone is a Samsung S25, and friends of mine in the area that are also on Telus have been having the same issue. What gives?
Loyalty Offer = Double my current plan?
I've had my current phone since 2018. It works great but it's starting to have issues charging, but nothing having a charging bank in my bag won't help with. Telus is offering me "loyalty rewards" options to upgrade my phone (I have been with Telus for 15+ years). I found a phone I liked, but the lowest plan for any new phone is double what my current plan is with less services? I only started this plan 2 years ago when they offered it to me. How the heck do they call doubling your plan in two years a "reward for loyalty"? Also trying access any customer service is near impossible - support won't even load in the app?
Lest expensive way/plan to use 2 phones in Mexico for 3 days
My wife and I will be spending a couple of days in Mexico City attending the "Dia de Muertos". There will be crowds with millions, yes millions of people. We need a 3 day plan for each of us in case we get seperated in the crowds. I could buy Mexican sim cards and very affordable Mexico phone plans as a last resort; but would rather have my own phone number for contacts from tour companies hotels, etc. Can not seem to find anything that works real well on the Telus WebSite. Any suggestions would be greatly appreciated.
