I've been a Telus internet customer for several years and this recent outage has been one of the most infuriating experiences I've had with any company. One evening, our PureFibre internet completely stopped working while I was away from home. My wife tried to troubleshoot and contact support, but because the account is in my name only, she couldn't get anywhere--Telus wouldn't provide any meaningful help or even basic troubleshooting steps without speaking to me directly. When I called in myself later, I explained the situation clearly, but it seems their own teams don't communicate internally; different agents had no record or understanding of the prior interactions. I ended up coming home to no internet and spent multiple frustrating calls over several days trying to resolve it. Each time involved battling their automated phone system (which loops endlessly and rarely gives useful options), then waiting over an hour on hold--sometimes more than once per day--just to speak to a human. The agents were polite enough but often unhelpful, transferring me around or providing conflicting info. Finally, they dispatched a technician who replaced the router and the fibre optic connection box (ONT, I believe). He left, and everything seemed fixed... for about an hour. Then the internet dropped again. Back to square one: another hour-plus hold, another call, and thankfully it started working after that second intervention. Now, Telus wants to charge me $200 for the technician visit. This feels completely unfair--the outage wasn't caused by anything I did; it was an equipment failure on their end (they replaced their hardware twice!). I wasn't informed upfront that a service call could trigger this fee, especially when the problem stemmed from their network/equipment. Many other customers report similar surprise charges for "diagnostic" fees even when the issue is Telus's fault. Overall, the lack of account flexibility (spousal access), terrible hold times, poor internal communication, repeated outages after "fixes," and then hitting me with a $200 bill has destroyed any goodwill. In a market with limited options, this kind of treatment makes me feel completely undervalued as a long-term customer. I'll be escalating this to the CCTS (Commission for Complaints for Telecom-television Services) and seriously considering switching providers. Avoid if you value reliable support and fair billing. read more

First off as a senior they would sign me up for a promotion and with no notice raise my rates 200%. Then I would be sent a large bill. I had security cameras from U.S complaint purchased by Telus. The cameras have not worked for 2 years and I can't get any help without paying a large service fee for a service I was already paying for. Contract was discarded and I was ignored every time I called by Indian call takers. Last week I made an appointment to get the cameras working as I finally have the $400 saved for the fee I booked today off work and also did not resent my Airbnb ,losing another $150. Today the tech called and again I could barely understand him. Finally I gathered that he was attending to fix my internet ,but that's not the problem. He then stated he couldn't help. Again no service and a total waste of time and money. The lady that also set up the appointment ls was hard to understand. With huge Canadian unemployment I am puzzled that every employee seems to be Indian. I believe Telus is using Canadian tax payer money to hire immigrants instead of of Canadians. This is a terrible unethical and incompetent company. I will be removing all services by Telus from my homes and businesses and i would advise people not to deal with these incompetent crooks. read more

Customer 20+ years through to my home services until one unprofessional technician from Telus show up in my property and literally destroy my living room hardwood. I complain through Telus. No one seems care. read more

Im not sure if this would be the correct place to write a review about the installation for telus but couldn't find another spot. We had a telus come in and install our new Internet, cable and phone a couple of weeks ago and we have nothing but great things to say. He was efficient, knew what he was doing and even fixed the botch job that shaw did when they originally hooked everything up, and also gave us an extra hd box. I would really like to say that it was telus' employee Curtis, that made this impression on us, and I'm sure he would have done the same great job if he with shaw, with that being said it is really about the front line staff who provide either excellent or poor service that portrays a certain image for that company. I am hoping that they are being valued and acknowledged for a job well done within telus. Thanks again Curtis. K. read more

I moved to Alberta on July 3rd and had a Telus home PKG installed on July 5th. We only use the internet but it was cheaper as a pkg than paying for just internet. When the tech installed, he used my Ontario drivers license and address so I wasn't receiving bills. I have called 6 times and spent over an hour on each call trying to to sort this out. I still have not received a bill and it is Oct 6. I have received text warnings that they are cancelling our services if not payed by Oct 13 and as many times as I've called and told them I refuse to pay a bill I haven't even seen, I get nowhere. I have been lied to by a couple of the phone reps. My call in Sept, I was told they were sending paper copies of my July, Aug, Sept bills and it would take 2-4 business days for them to be printed. Oct 6 and still no bills. Called last week and was told the phone rep told me the paper bills won't be printed until my next bill cycle which is also the date they have as my cancellation date. He told me he put an extension to Oct 30 for the cancellation to give me time to receive and pay the bills. I've called twice since and been told that Cancellation date is still the 13th and the rep lied because reps can't give extensions. I was also lied to about the paper copies being sent in Sept. So now they are still cancelling my services on Oct 13 for bills I have not received. If you don't send me a bill, I don't pay... I don't even have an account number! Because I have received NOTHING from Telus. They've tried sending emails during my hours on the phone and emails aren't coming through. They knew this in Sept when I had my home address and phone number corrected. They don't have a clue what they are doing and I'm done chasing after them looking for my bills. I'm trying Shaw and closing Telus account. I'll pay the bill if/when I finally receive it. It's only been 3 months without one.. Idiots read more

I am apalled with the customer service at Telus. In the last month, between setting my service up and trying to get them NOT to bill me as I am on a 12 month promotion, I have spent at least 10 hours on hold being bounced from operator to operator with nobody really doing anything to help me. I leave messages for them to call me back and they don't. To top it off, my internet speeds have taken an absolute nosedive and it is taking me an hour to upload a podcast to my server. Ridiculous. Unacceptable. Their customer retention rate must be terrible because I am 1 month into a free year and I am already looking at moving to Shaw. Terrible company. Terrible service. This place just fills me with rage. read more

Literally the absolute worst experience I have ever had bar none. We tried to port our number to a different provider and received WEEKS of run around. Telus rejected the port request and told me I had to place a cancellation order on the account in order for them to approve the port request. THEN they rejected the port request because the account had a standing order on it. THEN they told me they can't approve the request because there is a cancellation order and that there should never have been a cancellation order placed. ARE YOU KIDDING ME?? There are not enough negative ratings for this experience read more

We regretfully signed up for optic tv (uh huh...), back in August 2019. Since then, we had to have four pvr's replaced, and each time we lose all of our recordings. Everything has to run through wifi, which sucks, our modem is on the opposite side of the house, and in the basement. The 2nd last tech we had here, had to install an four extra devices, just so we could get our signal improved to our bedroom satellite box. We are supposed to get actual fiber optic tv in Feb. 2020. In order to watch any of our recorded programs, we have to let the pvr warm up for about 30-40 mins, otherwise to the picture is virtually unwatchable, and the same goes for live tv. We have to have them back AGAIN, but we're putting it off until we can hopefully watch what we saved so far. I miss our Shaw equipment and NOT their customer service. I like the Telus customer service and NOT the crappy equipment! Ughhh... We have to put up with this shyte until Aug. 2021. read more

TELUS has the absolute worst customer service! Not to mention they have moved their call centres to the Philippines which I find very un-patriotic and quite frankly is a bad business decision on many levels... Their service right out SUCKS. I called three times to get voicemail activated and 2 months later still don't have it... the customer service agents have been rude with an IQ that's so low that I hope they don't have a driver's license or operate heavy machinery. When I called to cancel my line I was transferred to the "retention department" whom I explained the Telus Customer Service issues to and their response was "I can't do anything about that but I can offer you a reduced rate". My response... "Phoning Shaw and getting a better deal, better (and local) service, and actually having my voicemail connected right away in one 5 minute call instead of three 20 minute calls.. PRICELESS!" Dump Telus and go with Shaw, you won't regret it! Can't wait for Shaw Fibre Internet to Come Out! read more

They are terrible at communication and terrible at keeping track of their returned equipment. I asked for a paper statement because once you close your account, you no longer have access to any online statements. I told them I had moved and gave my new address. They did not make note of that and sent it to my old address. They also passed the account on to collections without notification in any way. read more

I haven't had services since June of last year and I have submitted the waybill to the customer service department 7 times and they put my account in collections. I'm livid. DO NOT USE TELUS read more

I can't understand how Telus stays in business, except that they have a monopoly. I started to write down the innumerable ways they have messed up, but it was turning into a long and complex rant so I stopped and erased it. Suffice to say that I will never use them again for Internet service, and I would not give them my business for residential phone service if I didn't have to. Looking for a big, dumb corporation that has lost sight of its core purpose? Look no further. Telus is it. read more

Telus COMMUNICATIONS is obnoxious. In my interactions with Telus COMMUNICATIONS, the attitude from the "customer service" (LOL) representatives has been one of impatience and dismissiveness. I got the impression that they pride themselves in being unhelpful and arrogant toward the customer. And the couple of times that I asked to speak to a supervisor, access was denied. I was told 1) that I was not allowed to speak to a supervisor, and 2) that they would not give me the contact informatioin to to write to a supervisor. The message: we want no input from the customer and have no intention of improving. So I wrote to the CRTC with my concerns about Telus. And although CRTC has no line authority over Telus COMMUNICATIONS, it sure gets their atttention. The letter I wrote to CRTC received an answer...from Telus!!! My experience with Telus MOBILITY has been very different; I have found the Telus MOBILITY representatives to be very helpful and courteous. Perhaps some of that corporate culture could be introduced at Telus COMMUNICATIONS? read more

I signed up in January for Optik television and internet. The first technician didn't even try to set it up. The second connected old unreliable wires, causing constant drop outs of the service, rendering it completely unusable. I repeatedly called in to get someone to fix the problem, Telus booked appointments for which the technicians didn't even show up. When I called back in saying this was costing me time away from work for which they weren't showing up, and internet charges to my mobile data plan as I needed home internet for my business, Telus refused to cooperate and make any attempt to set up appointments around my time so that it wouldn't cost me for repeated no shows and the handful of technicians that showed up only to do absolutely nothing. After three months and a complaint filed to the CCTS, Telus finally sent out "one of their best technicians" who they were sure could fix it. He replaced the wires I was reassured several times were not the issue, and the problem was solved. After a month of battling with the CCTS, Telus "graciously compensated" (their words) me for the price of the services for the three months I didn't have their service. Despite the CCTS advising Telus it was more than reasonable for me to request some form of compensation for their massive screw up and wasting of my work hours (totally 18 hours by that point), for requesting what only would have amounted to an extra $190 on their end, or else cancel the contract with no penalty. Not only did Telus refuse, they then proceeded to lie to the CCTS and blame me for their screw up, saying I cancelled the calls (while conveniently not willing to present the phone recordings to the CCTS). I hope that $190 was worth it Telus, because now Bell will get my monthly payments for the services you won't be. Way to put your customers happiness first. The future is friendly? HA. read more

Telus is a big company that has too much of a monopoly in the phone business. My main complaint with them is their very poor service. It seems odd that you can't get someone at the PHONE company to answer the phone and it can take months to get a phone installed. The installation charge is high, unlike Shaw that doesn't charge for installation and you can call today and get your phone installed tomorrow. read more