TELUS Opiniões 620

My concern is not primarily with individual support representatives. In my view, the issue is TELUS’s service model, policies, and support structure. The people working for TELUS appear to be constrained by ineffective processes that do not allow them to resolve customer problems efficiently.

When dealing with alarm/security issues, customers need timely, competent, and accountable support. Instead, my experience has been frustrating, slow, and poorly coordinated. The support system seems designed around internal procedures rather than actually solving the customer’s problem.

The day they took over From the monitoring centre was the death of any value they created

For a company providing security-related services, this level of support is unacceptable. TELUS needs to review its policies, escalation process, and accountability for service failures.

At 10:25 our home security alarm sounded.
At 13:07 I starting receiving multiple alerts from the Telus Security App that there was an "active alarm". In total, I received 21 alerts saying an active alarm was in progress despite deactivating the alarm at the panel at 10:25.
At 13:23 we received a call from Telus monitoring station that they received the alert.
At 14:20, I received a text from +1 (855) 509-5413 that said:
"Transcription
"Hello this message is for Jennifer Phillips (which is not my name) this is status of security receive the book alarm for iPhone (my address) for more information: my callback number which is 1-855958818 callback number is 1855-958-8181 current time is 2:18 PM 19th of June thank you..."

Not my name, but did have our address correct.
Incoherent message, poor grammar, no punctuation and incorrect name led me to question the authenticity of the message.
100% not professional.
When calling the number above, I was transferred 3 times and spent 45 min on the first call, and 72 min on the second call with no resolution.
Staff do not seem to have access to our account information.

When Telus was ADT, support was immediate and professional. I felt safe and that staff closely monitored our home. Now, the monitoring centre calls hours after the event (if at all) and is off-shored in the Philippines. Sometimes it is difficult to understand what Telus monitoring staff are saying, and they say incorrect and/or confusing information.
Very disappointing and unprofessional service.

I’m very disappointed with my experience with Telus. I spent an excessive amount of time on hold trying to resolve a billing issue, only to have the process take far longer than it should have. It was frustrating to have to wait so long for assistance with what should have been a straightforward matter.

Customers deserve accurate billing and timely support. I hope Telus improves its customer service response times and makes it easier to resolve billing concerns without lengthy delays.

I am missing my old companies I worked with as I never had issues with them for both my cell ph mobile and wifi services, but unfortunately I signed up with a 2 year contract:(

When I decided to subscribe to Telus I was told that the fibre optic cable needed to be installed. When the Telus technician came to install the cable he fastened it to the outside of my house putting screws through my siding and ruining the siding. When I reported this to telus they denied that they caused the damage. With this kind of treatment I suggest anyone that thinks of using Telus think again.

All of our services were with Telus until recently - I am pleased to be parting ways with a company that has outgrown customer satisfaction. Nothing has been accomplished to deal with the trouble call wait times, the unexpected price increases without notice, the ever-slowing fibre optic connection in our area, and the dismal lack of concern.

I live downtown Calgary and have had dropped calls for several weeks. Telus tells me they're planning some upgrades but their only solution was to turn off 5G on my phone. No account credits or other adjustments to account for terrible cell reception in a major urban centre while I'm sitting at home. At least the person on the phone was pleasant. I wish there was a better option but all Canadian telecom is terrible...

I can't complain about the cost of my plan, but the service on the cell network is horrible. I live in Fergus ON and can't use my phone at the north end and heading south out of town I lose service within 2 min. So many area's where the signal is so poor that I can't use the phone for anything. I travel all over ON and am constantly disappointed with reception.

If I could do less stars I would I was told i would pay $39 a month and they started charging me almost double that. The service is very choppy and you are charged for any time it stops working. Brutal. Will never use Telus again

I called Telus about an issue with my Home Security and requested the CallBack option. Fifteen minutes later Telus AI called and said, if I wanted to speak to an Agent press 1 or say Agent. I pressed 1 but apparently the AI didn't comprehend my response as I was asked again and this time I said Agent and the AI responded that the Callback was cancelled. I thought it was an improvement when the Telus AI offered to connect me to an Agent without constantly insisting on trouble shooting the reason for my call but this is just as bad if not worse. I called back and was told it would be a 15 minute wait, did I want a CallBack? I decided to wait on the line but I've now been on hold for 70 minutes waiting for somebody at Telus to pickup my call.

After 82 minutes on hold someone finally answered but she was only able to address half of the reason for my call. She said she would transfer me to another department for the other issue so now here I am STILL waiting on HOLD. I've been waiting an extra 15 minutes and I don't think anyone will pickup today so I will try again early tomorrow morning.

Update: I couldn't wait until tomorrow so I tried calling Telus again with the same results. Wait on hold, AI picks up then cancels the CallBack. After five separate tries, four hangups and several wasted hours I finally received a CallBack with a human at the other end of the line. She said I wasn't the only one experiencing this issue. They've received many complaints. Telus Sales calls me periodically asking if I would like to change my services to Telus but with the kind of CS they offer I just have two words. H**L NO!

I’m advising if you get the email for Telus “ upgrade” from Optik to TelusTV Di not click on it!! TelusTV is a total downgrade! It is way worse that Optik. It’s the plague. Slow , jumpy picture! Cannot advance tape on guide more than a couple of hours. Fast forward deliberately Sssslow? Why? To force you to look at ads? Never ever get it like I did !!!!

The offer that I have with the Telus Mobility for "unlimited calling within Canada" has very poor quality in connection in the BC, Canada area and also when it came to the upgrade today, the price to upgrade was 104 CAD. As for not only having lousy connection here - the way things are always now "texted" to me - is just as lousy as the price of my upgrade to a new cellphone that wears out in a period of 2 years. As for any other "Deals" via this or ANY OTHER phone company - the service via phone or e-mail is just as bad!

After visiting 2 different Telus stores and no real good solution to my issue, I visited the Market Mall store in Calgary Canada and had a great experience with a knowable staff member Tibyan. He resolved my issue with a fast ,friendly and cost effective solution. I will use this store from now on and inform friends also.

Very disappointing customer service experience. Every time I contacted support, I was transferred from one representative to another without getting a clear answer or resolution. It seemed like no one took ownership of the issue, and I had to repeat my situation multiple times. The lack of communication and consistency made the process frustrating and time-consuming. I hope TELUS improves its customer service training and empowers representatives to resolve customer concerns more effectively.

Absolutely the worst company. Trying for 2 days to connect to a human, and it was not possible. I never knew their service was like this before moving from Freedom. Do not use their service. I am trying to switch to a better service where I can at least talk to a human.

I moved and talked to a agent cancelled my services and they still charged me another month after sending the equipment back.

I tried to cancel, they charged me 400.00.
I have been a customer for 20+ years!

improve their billing procedures. On a 2yr contract with a fixed rate and have to call & email every month since Aug/25 to get the charge corrected, since it has never been the correct amount and always higher than the contract. Customer service is terrible, need to bring call centres back to Canada and have responsible managers available. If there an issue, the rep can't handle!

non-technical overseers. Non technical managers. "Working from home" while at yoga, gardening.

How do you support so many working from home when many have 2-3 Etsy businesses and selling while "working" or are holding 4+ remote "jobs"? Real jobs do not consist of mundane things allowing for multiple concurrent positions. Some are making $400-700k a year defrauding you. That's why customer service is so bad.

I support credentialed, educated, professional engineers. Not this

Millions could be better spent on retaining skilled technical staff.

No thanks

Je maudis le jour où je suis devenu client de cette poubelle.
Même à mon pire ennemi je ne conseillerai pas de faire quoi que ce soit avec telus.

Honestly, I’m beyond disappointed with TELUS. I’ve been trying to get my internet set up for months, and they just keep rescheduling the installation.
Today, I spent two full hours on the phone with four different reps, and it was a complete disaster. Instead of fixing the situation, they somehow wiped out all the promotional pricing I signed up for. When I pointed out that I have a signed service agreement with a specific price, they didn’t care at all—they actually had the nerve to tell me my only option is to cancel my order and start over with their current, much higher rates.
It’s completely unacceptable to be treated like this. They have zero respect for a customer’s time, and they clearly don't care about their own agreements or promises. I’m honestly shocked at the lack of competence and the total indifference toward a new customer. Save yourself the headache and go with someone else. One star is honestly too generous.