TELUS Arvostelua 

It is absolutely impossible to receive customer service from Telus. I need to talk to someone who can help me, but I keep getting turned around and going nowhere. This company has been the worst I have ever dealt with. I'm not sure how they can stay in business.

I cannot express how much I dislike their security service. I was robbed and outside of the fact that my alarm went off, every aspect of dealing with Telus has been a nightmare. The police asked me for the Alarm Log and that it should be an easy call.
I have been on the phone for over 2 hours with Telus and am no closer to getting it. I have been transfered at least 20 times, pressed the button for english 10 times, been spoken to in french despite pressing that I need english, hung up on, sent to the wrong dept....
I am no closer to getting the log and am writing this while I sit on hold still trying to find the right dept.

Deceptive billing practices.

My city suffered an outage but my service did not return the next day, so Telus sent someone out to fix it... out of nowhere they billed me $200 for it saying it was some how my fault... again, i lost my service at the same time as a city-wide outage. Seems like quite the coincidence!

Great service at West Bowmanville location

New TELUS digital TV boxes: they suck, don't accept them when asked. Not even half as good as previous boxes. Can't do barely anything you could previously do. For example, despite promises, you loose all previous recordings, can't record series and recording can only be kept 90 days. Seems like set-up for future rips.

Firstly, I would like to say I absolutely despise AI phone attendants that only serve the purpose of blocking access to help. They do not help at all and someone needs to realize that I am calling in because the website or computer is not resolving the issue. Now I am on hold forever because it seems there is only one human left working at Telus.

Absolutely the worst customer service experience I’ve ever had with a mobile provider.
1. When you go to a TELUS store, they tell you that every store “works separately” and they can’t help you if you purchased something at another TELUS location. This is unbelievable for a national carrier.
2. They also openly say they work on commission, so you should “go to the store where you bought it.” For a huge company, this is a joke. 🤣
3. If the store cannot solve your issue, you’re told to call customer support. When you call, you spend 1–1.5 hours on the phone waiting. If the person cannot solve the problem, they transfer you from one manager to another, until eventually you hear, “We’re closed for today, call back tomorrow.” Then the next day you waste another 1–2 hours again. They show zero respect for your time.
4. I also transferred my number from another carrier, and nobody informed me that the transfer failed — but they kept charging me anyway. I was paying for a number I couldn’t use, and no one bothered to notify me.
5. I have TELUS security at home, and when you change your Wi-Fi password, the camera completely disconnects. Then you have to climb up, unplug it, restart it, and reconfigure everything. Who is responsible for my security while the camera is offline? They call it “smart security,” but there is nothing smart about this outdated system.

If anyone is thinking of switching to TELUS, I strongly recommend thinking 100 times, calling every carrier, and making the right decision before committing.

TELUS needs to wake up. Their service is years behind and the customer experience is just

Shocking service cancelled on the phone 6 months ago. Settled all bills yet still receive billing from them.

There someone that work for Telus contact me for wireless phone service for new account. They took my information to setup an account and would sent my phone in with courier to my house. This was all fraud because they bill me for about $200 but never got the phone or service. When I contact Telus about this they told me that they will do an investigation. They said they will be sending me the refund on credit card. I never yet receive the refund.

This mega corporation has a near monopoly, and has abused it badly. Their ADSL network was great, but their customer service consists of pushing you to the website, which does not apply to all situations. If you can get past the AI by continually saying "I want to speak to a real person" They will offer you a call back in an hour. If they can't help you within their limited capacity overseas call center they will push you to sales who will pitch things you never even wanted, try to tie you up in the fine print of their contracts and hang you out to dry. They lied to me, (I have it in writing) and tried to force me to accept a service I neither need, want or asked for.

After 10+ years in good standing, I am happy to be finished with them, and would encourage anyone to seek alternatives outside the two big players. There are plenty of options thanks to the CRTC and their oversight.

On 2025-12-7, I wanted to log-in my Telus account to pay the bill but experienced log-in problem.

I tried both "Forgot your password?" and "Send me a link to log in" but unsuccessful. When I clicked on "Send me a link to log in", I entered a different email address on purpose hoping I could receive the link because I experienced issue to receive an authorization code if I used the email address that I registered when I set up MyTeuls account!

Then, I chatted with Telus Chatbot. However, it asked me to log-in. Telus! please think logically. When a customer asks for help in solving a log-in issue, you should offer other method to log-in. For example: let the customers use another email address (i.e., not the email address that they registered when they set-up the MyTelus account), or send the authorization code to a phone number instead of the registered email address.

Worst Company Ever! Terrible service, Cameras were picking up birds then stopped working, Contract impossible to cancel,
AVOID THIS COMPANY!!

Terrible customer service parents had an alarm system mother passed and father passed recently at a nursing home the horror story with Telus started in May 2025 when the house was sold contacted Telus with all necessary documentation at their request. I sent all necessary documentation to legal as per their request again. Never received any confirmation, so emailed them numerous times resent all the information at least 3-4 times. Received a call middle of Nov 2025 from a collection as Telus said the account has not been paid since the sale of the house. So I sent death certificate and will info to this company, never heard a word. Today, received from another Collection agency threatening us with legal action, Called this company and explained what we have done since May2025. The rep indicated that TELUS is Incompetent. It is bad enough to deal with the death of 2 parents in 6 months but to deal with this incompetence from TELUS is very stressful. This is a terrible company hands down the worst. I am so pissed with Telus I am going to change my cell provider from Telus. Highly recommend look elsewhere

Terrible customer service several times on hold for no less than 1 hour. Billing issues that were supposed to be resolved NOT! They keep charging me for a service I do not have.

Stay away they are terrible!!!

Got an offer under small business. the only way to claim it is by calling a number, called the number, no one had any idea what i was talking about. from one agent to another. ended up talking to 8 agents that barely speaks English and hard to understand for 85 minutes (yes hour 25 ) and got no where. ended the call with wasted time and nothing to show for it!!!!
if a company like telus makes an offer and no one in the company is aware of it or know how to apply, then switch a different business that you can manage because it looks like phone business is to hard for you to run!!

Telus Customer Service it the worse, I had an alarm in my house which after less than 2 month i disconnected, it kept on going off for no reason , i called and no one ever came over to See what was wrong , all they sent me new equipment, i also have Telus Alarm in my Business , my outside camera has not been working for 2 years, i tried to called many times, was on hold and after 5 minutes the system tells me that the office is not closed and to call back during business hours, well i did call during those hours, All i can say is stay away from that company,

It will take a very long time to reach someone to address your specific issue, and often you will be redirected through the process, and may not get resolution.

Potential and leaving customers are given preference to loyal customers.

Pushy and misleading sales and marketing tactics.

Had a credit on my account after i sold house and they stole my credit and wont give me back

Have just spent over two hours on the phone trying to resolve a new contact billing issue. So far I have had brief chats with 3 different people and am waiting for a fourth who can hopefully help me return equipment . And then I can start the whole process again....if I choose to. At this point thinking I will just let my existing contracts expire and I will find a new provider for mobility, internet and TV. AN absolutely dismal customer service experience.
Oh yeah, and the Telus shares I own, those will get sold too because there is no way this company can make a profit with customer service that is this bad. Shame.

i went to telus at the deonshire mall samantha went above and beond to help me out you have anexcelent employe in her she made my shopping experiance very enjoyable