TELUS Opiniões 620

I got everything set up for home internet. Then they just cancelled my account and installation appointment. No explanation. Registration never worked, so I could not access my account, use the app or EVEN USE THEIR SUPPORT. I had no intention of cancelling but I have decided to never use TELUS again. and I will make sure no one I love does either. Very disgusted and disappointed.

I’ve been with Telus for close to 15years. These are the problems that we are having which cannot be compared to Roger’s or Shaw as they answer their phones right away and have better service reps.
1) We have unstable internet Which also affects our TV.
2) we are getting really tired of having to wait 2-3 hrs on the phone to get a resolve.
3) when you send a contractor to service our house, more than not, we have to phone Telus to tell them that there are still problems. Another 2-3 hrs on the phone.
4) and through all of this we are paying full rates for poor service.
5) most times we cannot understand the person that we talk to because of their strong accent

Steer clear of this company. They are scoundrels and will compeletely screw you over with nonsensical fees (many thousands) with no clear justification or explanation about the fees. If I could go back in time I would literally slap myself in the face for deciding to go with TELUS. Unscrupulous business.

Been customer for over 10 years and had to cancel earlier due to inability to pay anymore. Got email about cancellation fees around CAD 345, but the bill came as CAD 420 with no explanation. Tried to call them several times waiting over an hour and had to hung up at the end. Sent an email with no answer. Called again and got no answer for this discrepancy. And BTW, I used to work for them for over 15 years. Avoid Telus if possible

Extremely disappointed in Telus Customer Service. I have had a Telus Home Security issue for the past 4 months with no resolution. Telus Customer Service management have approved the refund for the false alarm charges however they can't get any response from the "Back Office" for approval to pay! Their equipment failed and they won't take accountability. I would not recommend this company for Home Security. Look at all your options before considering this company and be prepared to be frustrated!!!

Extremely horrible company to deal with. Do yourself a favour, do not stoop to Telus services. This company is only interested in payment. Corporate greed absolutely out ways customer service. When it comes to any form of assistance, be sure to pack a lunch. Your ordeal is sure to be more than a time- consuming experience, excruciatingly frustrating and inaccurate to say the least. Like walking into IKEA.
The left hand doesn't know what the left hand, or right hand is doing. If you don't take my review seriously, GOOD LUCK! You'll be regretfully sorry. Up there with worst of the worst of the worst and I'm being kind. I would have given it a -5 star, but that wasn't an option.

Called for the third time for charges on home security that were supposed to be removed (previous dealings with Telus security). The second time Natalie, the supervisor, rejected the original promise to remove the charges. Luckily George intervened and read the notes on the file and got it approved for the "third" time. The situation was resolved and reflected on the file twice prior yet Natalie rejected it causing yet another series of calls to again correct their error. I am not impressed Telus, not even a little but impressed. You have to do better. It wouldn't be hard for a decent company to sweep in and replace you.......just thinking out loud.....

I signed a contract with TELUS on 20DEC2024 for Internet and Security system and had it cancelled on 31DEC2024 and returned their equipment on 02JAN2025. However their affiliate KOODO has been charging service charges although I did not used their services for even 1 minute.
Despite repeated email and telephonic calls money charged to my credit card has not been returned. Now their affiliate is saying that I should have contacted them for the cancellation. Although TELUS provided me the PR number against which the equipment was returned through Canada Post.

I can get more data or better prices from other companies but if I need help (even though it sometimes isn't easy to get thru) the service people solve my issues for me. I'm willing to pay a bit more for the assurance that I have good people available to help me with any problems.

Telus may offer a lower financial plan then it's competition but that comes as a cost of little or no customer service. When your TV service and internet service fail to operate efficiently, customer service is pathetic!

took an afternoon to unlock my phone when i wanted to cancel my service.... told me for hours that it was not their fault and that they could not unlock it. I refused to leave their offices until they did. When the right person was finally contacted it took but a few seconds. If you have not bought your phone from them the claim it is within their rights to wash their hands of it. Their sister company Koodo is worse. They charged me high rates for incoming long distance calls until after much expense I finally caught on. Con artists

My elderly relative was a Telus customer for many years.The time came that she needed help with managing finances and bills. As we were going through accounts i noticed that Telus had been charging her for a rental phone that she wasn't renting. When i phoned Yelus and told them of this the intial response was, "we only pay back 1 yr."
They had been stealing from her for 10 yrs!
Our family now boycotts Telus in memory of our sweet Mother that Telus cheated
ps just trying to submit this review I was met with obstruction. Apparently you can only add a review about an event within the last year. Well this excludes myself and many others who have not been a customer in the last year by choice to get away from Telus and their predatory policies
How convenient for Telus.

Try to get on their web page? try to get a tech or customer service? Either the system is down or there is a two hour wait until a agent can call you back. They have cut Optik stations. They have set new themes without advising the customer. They have no idea what customer service is?

If I could give a review lower than this I would. We have had a steady stream of problems with television and internet since we brought these people in to replace Shaw. This week has been the capper.

A week ago we had a large system disruption. Okay, that could happen to anyone. We were without internet or tv for 12 hours. It was finally fixed which was great but no apologies of explanations were given for the problems.

Since then I have been losing internet and television at least once a day. So far today we are up to three disruptions in just over 2 hours. Resetting the box works until the system goes down again.

I have now been on hold with telus for almost an hour waiting to speak to someone live (something they go out of their way to stop from happening).

This company is a sham. It's quality and service is a zero. I would strongly recommend to anyone getting these services that they go with a different company. telus does not care about their customers.

What a nightmare. 18 months ago we moved our telus hardware to another location and had their tech install and set it up. He said it was not capable of the gigabit speeds we had been charged for over a year. New hardware installed and almost a $1000 in credits issued. a few months later our PVR had to be changed. About 3 months ago , intermittent issues started with the PVR rebooting, record settings vanishing, screen resolutions defaulting to basic and turning itself off. Multiple calls and hours spent helping Telus sort their issues. Their tech came out, parked a white unmarked van in the fire lane and insisted in entering through our garage, plain clothed, no identification, no tools, and said his phone number proved who he was. He walked around the devices checking with an app on his phone, and left saying everything was good. We then find out he removed the PVR from their network. More calls and time spent fixing their stuff.
In the last week we have called 4 times, with hours of rebooting and waiting for results. Yesterday, a new PVR arrived that needed a verification code that should have enables automatically when plugged in. Was on the phone from 10:40 am , helping trouble shoot the new PVR, on hold, waiting for call backs, talking with a tech in the Philipines. That went on continuously till after 18:00. The tech's solution was that the replacement PVR was not compatable with our account. She said we would be getting an upgrade to the new digital PVR and TV boxes, our account and monthly fees would not change and our current credits that last another year would remain, and she would issue a $50 credit for the inconvenience. That didn't happen. The tech had to transfer us to loyalty to reset the account.
While talking with Loyalty, they terminated the TV account, and would not activate the TV account holding us to ransom while they tried to upsell us what was already agreed to with the digital boxes for an extra $15 a month. After over an hour with loyalty, we found that they could have fixed the settings with the new PVR in 5 minutes without spending 10 hours on the phone with them.
They don't deserve the one star. I cringe every time an issue appears with their stuff. Unfortunately, we have another year to put up with this company.

I had two years lease contract which just ended in January 2025. I did the return process on Jan 1, 2025 in store and the dealer told me I will get waybills on my email to return the phone. It is Jan 27 today and despite my 4 phone conversations with TELUS reps, I am still waiting for return labels. I spoke to a manager as well and he promised to follow up after three days. I am still waiting on his call. The worst CS I have received from TELUS and extremely disappointed how such a big company is scamming its customers. They lost a loyal customer for lifetime.

Don’t buy telus smart home service. Took 3 weeks for them to call back to set up a service call just to cancel the day before. Security system has now not been working for 2 months and will not credit customer.
There is zero customer service and highly inexperienced employees. Avoid TELUS smart home at if possible. That’s why they have barely a 1 STAR rating!

In the week before Black Friday, I ordered internet, home phone, and cable services from Telus. For nearly two and a half months, I’ve been stuck in an endless loop of frustration, having to call over 10 times just to get my services activated. To this day, I’ve never received a confirmation email for the services I ordered, despite requesting it multiple times. However, I did receive a cable box promptly.

I specifically requested a confirmation email three times and was assured by several representatives that a manager would send it. Unfortunately, that never happened. During one of these calls, a representative upsold me a mobile plan. I was upfront, telling them I likely wouldn’t switch because of the excellent LTE/5G deal I already had. They reassured me they could offer something comparable. I later discovered the plan they sold me was 4G—a detail they conveniently failed to disclose. Once I received the order confirmation from Koodo (and still no confirmation for my Telus services), I canceled the mobile plan immediately due to their lack of transparency.

On the same call, I requested the confirmation email for my Telus services once again. I was told a manager would send it but was warned it might take time due to Black Friday-related delays. I had already been on hold for nearly an hour, so I reluctantly accepted this excuse. Yet another week passed, and no confirmation arrived. When I called again, I was told the request had been mishandled on prior calls and that a specialized team needed to handle the sensitive information. I waited another week—still no email.

On my next call, I was told I would only receive the confirmation once the technician came to install the services and activated my account. Finally, the first technician arrived but informed my grandparents that he couldn’t complete the job due to a NAT port issue and promised to return once it was resolved. Two weeks went by without any updates from Telus.

I called again, waited on hold for an hour, and was told they had located a NAT port and would schedule another visit. Yet again, no one followed up, and I had to call back to reschedule. Another technician came out, inspected the house, and explained that the job required climbing the power line. However, it was a two-person job due to safety concerns. I understood and asked when they would return, only to be told it would be "in a few days." No one showed up for over a week.

I called again and spoke with customer service to schedule yet another appointment. This time, only one technician came and repeated the same thing about needing two people for the job. He assured me he would escalate the issue and request a new appointment.

Another single technician showed up on the next visit. Before he even began explaining the ladder situation, I cut him off and stated the issue myself—he nodded in agreement. Frustrated, I called customer service again, asking to escalate my case to a manager. The representative I spoke to was disturbingly quick to suggest canceling my services instead of resolving the issue. I insisted on speaking to a manager and waited on hold for over two hours and 15 minutes. The manager finally assured me they would follow up with the installation department and call me back the next day.

When the call finally came, the manager sounded defeated. They informed me I was in a “no-sell” area for the service I had ordered, despite the fact that Telus installed fiber in our neighborhood years ago after having us sign a waiver. Why did it take two and a half months, multiple technician visits, hours on hold, and countless dropped balls for Telus to figure this out? To make matters worse, I know my neighbors have Telus as a provider.

Having worked in customer service myself, I’m appalled at the sheer incompetence, lack of accountability, and repeated failures I’ve experienced with Telus. It’s shocking that a company would treat a loyal, patient customer this poorly and still have no resolution after all this time.

Horrible Customer Services. Stay away and go some where else.

When I went to Telus in 2010, they were fantastic. Now it is horrible. Every time I have to call, it's a minimum of an hour on the phone. The agents are rude and they do not understand more than their 'script'. The ONLY reason I have stayed is that I honestly get the best deal, even though their reception and service is extremely sub par. I used to brag on Telus that they were excellent in customer service, to deal with, and also their phone reception. At this time, the only thing that I would say is 'good' is their price.