Customer service sucks on the phone..Hope that you have patience waiting and the music while waiting is the worst connection, just like the service! read more

I had recently moved to Fraser Lake and had Telus again as my phone and internet service provider. They tried to bill me twice for one hook up. Fine. My phone quit working around June 15th. I had to wait three weeks for a service tech to drop by. The tech instead drops by two days later when I am at work and leaves a note that I have to rebook. So I rebook the same date of July 9th. I take a day off of work at my own cost and find out they have inconsiderately cancelled and moved my appointment to July 26th. This is over 40 days to get a phone repair. They did not notify me or anything even when I gave me cel phone number to them. I had to wait one hour online just to find out they weren't showing up. Telus has really gone downhill since they started outsourcing their work and laid off thousands of Canadians to oversea service reps just like the Royal Bank of Canada did. They are constantly understaffed and reap profits in the billions of dollars while providing crap service. I am moving to Shaw which for the same price will also give me 100 channels of television plus phone and internet. Telus can go to hell. read more

Forgive me if this becomes a long winded rant. It's meant to be more of a cautionary tale. Maybe it's the case that, as I get older, I get more cynical, but it does feel like customer service in certain industries has gone significantly downhill. This is ultimately a review of Telus home services and their extended escalation management team. The story begins about 7 or 8 months ago. I was a Shaw customer for all my home services. Phone, Internet, and cable tv. I was at the mall, and was approached by one of the telus agents that they hire to do mall advertising. Most of the time if I am approached by anyone in a mall, I would be leery of actually subscribing to anything they are selling, but this is Telus. It's a well established brand, and you should be able to trust them. At least that is what you would think. The agent made his pitch that he could get the services I was getting, with all the channels that I currently use, for a better price than Shaw if I switch, plus I get a certain discount because I switched from Shaw. After my services ended, I would go back up to 118 / month. My cable tv would drop down to basic again at that point. (This was actually glossed over in such a way that I didn't realize that is what was going to happen until much later.) But that's alright, it was stated even if it was in a very sneaky after the fact sort of way. The whole thing should still drop to 118. The 6 month trial ended, and my bill went up close to $150, which is more than I was paying with Shaw. A little surprised I contacted customer support. Even if my cable was dropped to basic, they informed me that it still would never be 118. This was frustrating, but luckily the agent that I was speaking to had texted me these details way back at the beginning, so I sent along the text (captured image) that he had texted me along with his contact number. Since then I have been trying to get in touch with the escalation team for over 3 weeks, probably closer to a month. I have left many messages for call back from the agent working on my file, I have called to the general escalation desk, who answered, and left a message for them to call me back, but again I haven't heard anything back. Meanwhile the bill grows. I think the silence is purposeful. That they are purposely ignoring my messages. It's unfortunate, but they don't want to resolve it. So at best it was false advertising. At worse, it's a scam. I would say don't go with Telus, but Shaw has it's own issues as well. It's a sad world we are living in now, if you can find an alternative to shaw and telus, you should probably do that. I unfortunately am locked into a 2 year contract at a higher cost than I had with Shaw when I was promised less. And no one is home to fix the issue. Also I should note that if you want to talk to customer service with Telus, you will almost always have to wait at least 45 minutes minimum. read more

Telus CEO Darren Entwistle should be ashamed of the company he works for. The customer service is a total joke, total rubish. We were sucked into 3 year contract with Telus for a bundle of internet/TV/phone and we were told by a sales representative that the price is guaranteed for 3 years. They told us the price WILL NOT increase. And that was the only reason I signed up for the contract -- to save money and protect my bill from doubling! Once I started getting the bills, every month my bill was a bit higher, and now it's $150/month. There is no point in calling them and disputing the bill -- they don't care. They are worse than zero. I am trying to get released from this contract the sooner the better. Why should I honor the contract that was legally void from beginning because they misrepresented it to make a sale? AND GUESS WHAT, I asked them to release the recorded conversation I had with them on the phone -- in which they told me several times that the price is guaranteed and won't increase -- and they claim they don't record their conversations! What a load of BS. I will see you in court Telus and I will also speak to local TV stations to warn other customers not to deal with absolutely the WORST COMPANY in Canada. read more

Telus at Markville Mall needs to fix up. Shannona or whatever the manager name is got to be the most unprofessional manager I've run into. I feel like Telus needs to find a manager that is educated and/or competent because its evident that the current manager lacks the qualities of a manager that will help the organization in a positive way. She definitely isn't cut out to be a manager regardless of whatever experience she may have. As far as I can see, she is a liability to Telus. A customer should expect to be speaking to a professional when they request to contact the store manager, except that's not what I got. read more

Had a sales guy from Telus walk into my business one day and tell me about these great deals there're having at Telus. I've had Telus in the past and cancelled because I was very unhappy with their service but that was years ago. I told him what I needed for my business and he quoted me $85/month which was way less than what I was paying for Shaw so I decided to switch. BIG MISTAKE. First of all the guys deal were a lire and I was being charged a lot more that what i was quoted so I phoned and complained and they really didn't do anything. A couple weeks late my main business line stopped working and they couldn't send someone in for a couple of days. He finally made it in and then gave some sort of excuse to why it wasn't working but fixed it nonetheless. A month a a ha;lf late the phone line stops working AGAIN! I phone and complain again cuz I'm super pissed and the girl with a heavy accent tries to make a test cal to my phone which I already told her isn't working then put me on hold. After asking me gain for the third time what the problem was she puts me on hold to try and make another test call....FOR 10 MINUTES!!! It didn't work the first two times you called it why would it work now????? What an idiot!! Their service is shit, their phone system is shit, they're a rip off. I've had with these idiots. I'm going back to Shaw where I never had one single problem. read more

Tried Optik TV and phone for a year. Had intermittent problems with loss of TV reception but if i called a technician the problem would not occur on their visit so there was really nothing to do but switch providers. Here is what Telus never told me up front - when you cancel they charge $150 non return fee on their equipment which takes up to 4 months to get refunded after sending back the equipment. It seems that customers are forced to phone in order to deal with problems. Their office is only to get customers and receive money. read more

I'm a current Shaw customer, using their TV and Internet services for the last 8 years. I've been happy with their services. However, we will be moving into a brand new townhouse that offers one-year free home services by Telus, so I called them and ask about what the free service entails. The phone attendant, Tracey took my call and when I had to ask her to hold while I needed to take a call at work, she said yes and when I finished the work call, I came back to her to find that she already hung up! What terrible customer service! I'm not a customer yet but will be potentially, switching from Shaw to Telus for long-term, now what Telus' customer service people tells me is do not do that, coz we suck in customer service! Don't care too much about the free service that telus offers to new properties to entice them to sign up, customer service is the most important nowadays, if Telus can wake up and train their staff properly! read more

After reading a lot of reviews on Telus, Shaw is no better. I have the same complaints about Shaw's customer service and their support lines. 3-4 hour wait times to call customer support. Technician's without equipment, rude people and promises not kept. I would not recommend Shaw's service at all. read more

They have a terrible customer service and the services are overpriced. Paying so much money and on the end connection is dropping all the time. Called their technician a hundreds time and still same. We walked away from telus mobility and we are walking away from telus tv, internet and phone. forever. Diffidently im not going back and tell all my friends to run away from telus read more

We all need to stop supporting telus. At my last strata meeting (6 months ago) it was mentioned that Telus would be setting up fibre optics in the area and they had requested to outfit our building for FREE - awesome! As soon as the forms became available I signed my unit up for the installation. Not so long after, a telus agent came to my door, Anas was the name, to speak about the fibre optics and the upgraded service that comes with it as well as offer me a new package. Due to my past experiences with telus (ie. consistent billing errors) I was reluctant to sign anything and refused to do so. He reassured me that the new package that was being offered was going to be the EXACT same price as what i was currently paying. He explained that they had recently upgraded the cable packages and that I could get a newer package with more channels at the same rate and, because the fibre optics was free, my internet price would be the same but my service would be much faster. He even went so far as to write out the price for me. He then convinced me to sign a 2 year contract based on the fact I would be able to get a free PVR out of it...it made sense...I would be paying the same price as I was previously and at the same time slowly paying off a pvr. I signed on the dotted line... A week later the installer came in to set up the fibre optics, my new router, and new pvr cable box. A month after that, I got my first bill...and it was $20 more expensive!!!!!!!!!!!!!! What do you know? Telus totally f*cked me over... I immediately called their customer service to have this fixed and spoke to a Natalie Marchesan - a manager at the head office in Edmonton - and she was willing to do NOTHING! She acted as if it was my fault that I took their door-to-door salesmen's word (and writing) for the truth. I immediately told her I want my new 'upgrade' cancelled - without hesitation she made an appointment for someone to come and pick up my router. This call was made on a Sunday The following day (Monday) I phoned the door-to-door salesmen, Anas, to let him know that he was wrong about the pricing. He spent the next 20 minutes trying to convince me that my next bill would reflect the new pricing and that I was overcharged because....well, actually his explanation of why I was overcharged made no sense at all and my resistance to his explanation caused him to eventually tell me he'd be forwarding my message to his manager and that everything would be resolved. I never heard from him or his manager and so I phoned Telus on the Friday in a last ditch effort to have this mess resolved. I spoke to a regular customer service agent who was somewhat understanding of the situation and she gave me a $10 credit and applied a $10 discount for the next 3 months. Although I was happy she was willing to help out a little bit I was not satisfied with this resolution as I was told, both verbally and in writing, that this upgrade would be the exact same price as I was previously paying. I finally got into contact with another manager, David Sharma, and he not only was unwilling to help out - he made a few obnoxious comments that helped with nothing. After I explained the entire situation to David he told me "sorry if I FELT like I was swindled" and then asked me if "Costco does anything for me when there is a long line up?". He also explained that the customer service reps at telus are "just like McDonalds line cooks and when a customer complains they can provide a free burger to satisfy the customer but the managers have to follow the rules by the books". He didnt stop there - he then told me that telus is also "rolling back their bundle discount from $5 to $3" and that when he received this message from his higher ups he thought "this must be a typo" and that "even he, as a manager, would be affected by the change". Poor David! David - you lack professionalism and should not be comparing businesses practices to a grocery store or a fast food chain and you definitely shouldnt be telling someone that is already upset with your companies services, that you too are upset. Needless to say I will be cancelling my entire package with telus and looking for an independent supplier...if I find nothing that suits my needs I will unfortunately go with the other big corporation: SHAW. Telus - I hope your poor treatment of consumers comes to an end quicker than I expect it to. Your managers are trash, treat your consumers like trash and your way of doing business makes me sick. Cheers, Michael read more

You can visit M8TRIX5.com - cost less than other providers (up to 50%less), with no contract for high speed internet, WiFi and home phone services. read more

I am so disappointed that I let myself be talked into switching from Shaw to Telus. Now after the promotional period I am paying more and receiving less than I had with Shaw. The Telus salesman assured me I would have the same features as I had with Shaw but it wasn't true. I no longer have voicemail to email because I had to change my email account (sigh); I no longer have call display without paying extra(sigh); we no longer have access to Armchair Tourist channel which my partner enjoyed very much (sigh); I no longer have wi-fi "hot spots" I can access like Shaw Go Wi-Fi (sigh.) My gut feeling was not to switch and I totally regret it now. Of course I'm locked into a contract, probably because Telus knows that's the only way to get most people to stay past the "honeymoon" period. read more

Now my dislike of Telus is based on their 'service', or rather their lack of that rather important factor - My wife watches the cr__ one finds on the local output - and I occasionally, I use their internet, and, apart from their reading my e-mail like Shaw (who actually has manipulated emails not to their liking i.e. Fight HST) is reasonably good - but service for TV is quite bluntly the deepest pitts - Our remote started acting up last March & all I got was 'how tos' - now the remote is almost defunct and would you believe after sending a letter last Sep 6/10 I got calls from Calgary from a klutz who promised to courier a replacement to me by October 15/10! You guessed it, no remote & today is October 16/10 - Now will Telus fix me up with a newer system & save me the bother of changing to another carrier? I doubt it - I don't think they care or why would they dis-own me? Has anyone had reasonable experience with Ma Bell? Would anyone recommend another carrier? Novus sounds good but I live in a house on the North Shore - not Vancouver - so I need input here compatriots - a lot of input help will be sincerely appreciated - geffen7 read more

Telus.- We signed up for telus internet and tv which was to be installed at earlies 9 days after we would have preferred. That was acceptable but disappointing. Telus made an appointment for a specific date and time window of between 09:00 and 12:00. Telus called us the afternoon of the day before installation appointment to confirm. We were there and they did not show. I called them at 12:30 o the appointment date and they said some technicians had booked off that day. Asked when it could be done? They couldn't tell me and expected us to just sit and wait. Telus said they would try and find an installer technician and get right back to me. At 14:30 I called telus back as no call had been received. They said they were still trying to find a tech. At 15:45 I called them again but they were still unable to say when an installation could be done. Then they asked if I would like to reschedule to another date. The only dates available they said were another 2 weeks from then so I declined and continued to wait. At 16:45 I called telus again with same results. They were still trying to find a technician. At 17:30 telus called and said they had a technician and he would be there about 19:30 and he was. About 10 days after this installation the service went down - both internet and TV. Called back and on hold then service tech said unable to correct problem from HQ and would send out a technician. Service was down 4 days and then tech came out and repaired. It is now about 5 days after that "repair" and the whole system is down again. Call telus and on hold 10 minutes then tech who said they would call back within 10 minutes. They never did call and I call. I called them again and on hold 5 minutes. I asked to speak to a senior manager and on hold another 15 minutes. Finally got and here we are- not fixed yet but they say it will be. I AM IN DOUBT WITH THEIR TRACK RECORD. I PERSONALLY WILL NEVER DEAL WITH TELUS ONCE THIS IS OVER.. read more

Terrible customer service. I was ready to switch to them, and spent about 2 hours talking to their various people. They first promised me an Apple 5s which could not deliver. But they waited until 45 minutes after the initial interview to tell me the phone which they promised, is not currently available. It is also very irresponsible of them to do a credit check first. read more

A few years ago, we got Telus. First of all, the wifi sucks. The signal would get lost each time my phone was asleep. I would have to wake it and sometimes even go to settings and then it would finally connect and my phone would start buzzing with the notifications I should have gotten before. Second, the routers are old. The ones currently given to new customers is the exact same as the one we used 4 years ago. Then finally in February, we switched to Shaw and it was so much better. The wifi was much faster and it would actually stay connected. Then just a few weeks ago, a needy Telus sales person came to our door and convinced my dad to switch back to Telus by talking trash about Shaw. Today, the Telus guys came and did the installations. I was expecting Telus to improve their service, but it turns out it has gotten worse. The wifi is so much worse than before. It takes a full 6 seconds just to load Google! And the landline service is even worse. Because my grandparents live in our basement, we have 2 separate numbers for the landline. Now, every time someone calls us, their phone rings too, and every time someone calls them, our phone rings as well. Also, we can't use the phone at the same time. So I warn you, if a Telus sales person comes to your door to try and convince you, DON'T FALL FOR IT. They try to lure people in by telling them how Shaw Go requires an account to use while their hot spot service you don't. Also, there are often problems with the service. I've experienced it a couple of times where the power lines would be down, which is something I've never experienced with Shaw. You are making a mistake if you get Telus. It may cost less money, but the crap service will drive you crazy. I'm never going to even consider Telus in the future, no matter what the sales people say, who are just desperate to get customers. read more

After so many years with TELUS, I finally decided I've had enough with slow yet expensive internet at $ 65/mth. I cancelled on June 22, and since then my internet connection has been very erratic. While it's never been fast, it has always been steady; now it keeps losing connection! I don't know what is causing this sudden disruption, but it almost amounts to cheating the way my internet has been since I called to cancel. I paid until July 3rd and the least is to keep me connected, as it used to be, until then! NOT very trustworthy or honest. read more

!!!!!!!!DO NOT USE KOODO MOBILE!!!!!!!! This review is meant for Koodo Mobile but they are not on Yelp. Telus is their mother company so this is where I am going to post it. I just want to let the world know just how Koodo Mobile does business. They have the worst customer service that I have ever experienced. I just finished speaking with a supervisor named Trevor at 12:30 PST. It was regarding my phone service been shut down due to nonpayment. He started off being very uninterested and then escalated to being condescending. I set up a repayment plan in June for an amount that was outstanding on my bill. I was out of a job at the time and had no money coming in. I came up with an agreement with Koodo Mobile to re-pay the amount outstanding. When I called and spoke to Trevor today I explained my frustration that my phone had been shut off for the 3rd time since this agreement had been made. After I explained my situation he started yelling at me and started accusing me of not holding up my end of the deal. I have not missed one payment. He treated my me like a criminal, like low life scum. The last payment I made was yesterday on August 31st, 2015. I missed an important phone meeting today because my phone was shut off by Koodo Mobile. This meeting was so I could finalize a contract THAT WILL GET MY BUSINESS OFF THE GROUND!!!!!!!! Did I mention that this is all over $60? I am disgusted with the way Koodo Mobile treats their customers. Not only have they lost me as a customer but I want to provide you with information before you decide to business with Koodo Mobile. There are plenty of great mobile companies out there like Rogers, Bell, Fido and Virgin. Don't make the same mistake I did. read more

I have heard horror stories from friends and family about telus, but the new Optik TV offer with the anywhere DVR, and the free notebook computer was too good to pass. However, this is day 1 and we are having issues right from the get go. The first "loyalty" agent set up the installation for July 20, for an all day appointment, which meant that the installer could come from 8AM to 8PM. Well, at 10:30 I got a phone call asking me if I wanted to sign up for Optik TV!!! WHAT? not only had I signed up, but this was the day it was supposed to be installed, and I get a telemarketing call for the same service? I told the agent, and he said that he will try to set up an appointment for this week...? WHAT? I told him that it was already set up, at which point he said he will put in "another request for today". I waited 2 more hours, and I decided to call telus myself, just to make sure. I talked to yet another agent who ASSURED me that the installer would come today the 20th, anytime, as it was an all day appointment. I wanted patiently until 6PM, and I decided to call them again, I just had a bad feeling... Well this time they told me that it was scheduled for the 26th, a date that I had never heard before. the agent was extremely rude, and told me that it was installed in two parts, today for the Optik Internet and the 26th for the TV, but she had bad news that even the Internet was not installed, and my existing high speed Telus itnerent would not be working as a result. I became extremely frustrated, at which point she said a manager will call me and hung up on me!!! I called again to talk to a manager and they told me that a manager would call in in 1 - 4 hours!!!!!!!! When the manager finally called me, she basically had no apologies, she said that the original installation booking was done incorrectly and that they would be coming this weekend the 24th or 25th, and she would have "some sort of compensation". I am not holding my breath anymore, I will give them until this weekend at which point I will just cancel the order read more

Tried to order Optik TV on January 13 (Friday the 13th). I wanted to cancel my currently scheduled internet installation for the next day and have Optik TV, home phone and the Internet installed at the same time. I was told their booking system was down and I couldn't cancel/book or order anything, The guy I'm talking to (Bob) tells me he will call me back when the system comes up. On the 15th I call back, booking system is back up and woman suggests that Bob didn't call me back because he probably had the weekend off. I order Optik TV and phone and schedule an installation for the 23rd between 12-2pm. On the 23rd at 11am Bob calls me back and tells me my phone will be hooked up in 24 hours, I ask what about my scheduled installation in an hour, and Bob, dunno nuthin' 'bout no installation. I ask to book an installation and he tells me I can't until the next day because my account is being switched over to an optik account. I really got sick of hearing Can't from these idiots, especially since in most cases can't is being used instead of the word wont. Called back the next day and booked my install for the 27th 8-10am. I didn't really want to wait another 10 days for Bob to call me back again after all. Finally 2 full weeks later, after repeatedly ordering Optik TV I got hooked up. The installer was a good guy tho, maybe they should have him answering the phones? read more

I have a business line with Telus, I phoned because I am having issues with my phone, I am not at the office every moment of the day so my business line is call forwarded to my cell. When I called, the individual that answered the phone was the most unhelpful, condescending person that I have talked to in a long while. I do not have my paperwork with me as I am not in the office and because I do not have my account number he would not help me, he would not even transfer me to a manger so that I could get some help with my phone line. They have my phone number for crying out loud but that wasn't good enough. I kept asking this Daniel person if he was refusing to give me any help which he replied without my account number he would not help me or transfer me to a manager. I am so disgusted with Telus right now I want to just cancel everything I have with them. TELUS service has gone down the tubes and they better smarten up because the have some good competition out there. I have a Rogers cell phone service and there service is impeccable compared to Telus, Oh and Daniel in the Telus Burnaby office I am not finished complaining about you I have a call into the Manager about your very bad service. read more

If u want to end with Telus, ask them to transfer u to the COLLECTION right away! TRUST ME they are WAY BETTER than Telus to deal with. I NEVER had a nasty letter in my life & my credit history is ALWAYS on TOP, even when this miserable Telus called the collection company when I ended my terrible contract with them. I pre-authorized this unworthy company to my credit card before. They quadrupled the phone bill although I was making only local calls! (around $200, when the plan was $55). So ending my contract was worth it and I changed my credit card number and waited for the end of contract fee. They sent it only after 2 MONTHS! And threatened they will call the collection! I called the number on their "harassing" letter, I settled a payment agreement & started by 1st 35%, then I was NOT able to finish the 70% because of their terrible services! In 3 months the Collection Company called and they were very cooperative "metcredit". read more

I discontinued my services with Telus on March 15th,2013. My billing cycle was on the 10th of March and I asked them several times if they could cancel my services. They would come up with several excuses to change my mind. I was able to cancel with them on the 15th and they said they will charge me for an extra 5 days. It seems fair right? They have charged me for the entire month and when I called them, they said they cant do anything about it because I cancelled 5 days after my billing cycle. The also charged me a $150+HST for the TV box and internet modem which I sent to them via Canada post ( I provided them with the reference code even). They said they will reimburse me for the money that they have unfairly taken, but I havent received anything. When I called them, an employee of Telus said that the money that was taken out because of the TV box and modem will be put back into my credit card but nothing appeared in my credit card statement. If you want alot of headache and injustice, you should go with this joke of a company. I would rather pay double then go back with them. Fuck you Telus you money stealing bastards! read more

My Daughter ordered her internet and TV package from Telus last Oct. They have a deal if you sign up you git a new TV. So 6 weeks go buy nothing! Her first bill arrives by mail and she pays it Nov28, we phone Dec. 12 to find out when the TV will be coming and was told there was a mistake and it will be another 6-8 weeks. In the mean time no more bills arrive.She phone several times to get her bill emailed to her NOTHING. Then I get a email sent to me saying that her account is over due!!! I contact her and she talks to Telus again. She explained that she has not received any bills nore her TV, and was told being her account was overdue they were not going to send it. She explained that they are sending the bill to the incorrect email and she also told them she felt that she should not have to pay for her TV portion being she did not receive her TV . They told her she had to pay the full amount and that her TV will come in another 6-8 weeks! She told them to keep it , she has been waiting from Oct for it , they send her bill to someone else demand she pay the entire amount do not offer any compensation, very poor customer service would be an understatement read more