TELUS Opiniões 620

I wish I could give Telus Home Security zero stars. They lure clients with misleading offers and fail to mention that you’re signing a three-year contract. Once you find out, it’s too late — you can’t cancel unless you pay for the entire three years, even if you no longer need the service.

The equipment is overpriced and almost useless if you simply want to secure a normal home. It feels like they trap customers with fine print and don’t stand behind the value of what they sell.

I feel completely deceived and disappointed. I would never recommend Telus Home Security to anyone. Be very careful before signing anything.

SERVICE: Have to deal with a horrid chat box (CAUTION: copy the chat into a word document and keep a copy for proof as not allowed to save or print - they delete it when they respond at times) Phone quit working so requested they put our phone on automatic call forward until they figured out why our service was down. It took Tier 2 or 3 (lost count) two weeks later to do it in a flash. They kept calling the service call an installation. The technician that came on site almost a month after the service went down said that is their standard. Why? So they can bill you! The problem was at their switch box but they still billed us. Asked for a credit and they gave it but on account only, not on our credit card. Asked they put the credit onto our credit card so what did they do? They removed the credit so charging us now, once again, charging us for something that was their equipment failure. From all the complaints I presume it is their standard policy. Sadly, no alternative service available for landlines.

"Start.ca, based in London,On in 1995, is pledging to its 70,000 customers they will not see a difference in staffing, service and cost (after Telus buyout), said Peter Rocca, Start.ca founder and chief executive."

What a lie. There is NO customer service. Everyone got laid off after the Telus buyout. The location is dark and abandoned. What was once the most excellent customer service is now just a scam.

You used to be able to call an agent and they'd pick up the phone in SECONDS. They fixed your issue so quick and that's why their customers were loyal.
But here comes Telus. We can't have other providers making us look bad. After the Telus buyout it's a shell of a company and probably violating multiple anti trust laws.

You will spend hours. not minutes, HOURS on the line before you talk to a human.
THERE IS NO WAY TO CANCEL YOUR SERVICE.
There is no one to talk to. Many have shared horror stories about this acquisition.

Never buy anything from the big 3 because they care about one thing only.
Greed while sacrificing those who got them big. Customer retention is a foreign concept to the big 3, that's why the deals are only provided to new customers.

Tip: We're in 2025, no one is forcing you to stay with one company. You can switch as often as you'd like. ONLY pay for the 'new customer deals' over and over. Brand loyalty is foolish.

Telus refuses to help correct the security system we have. Due to poor installation, the product has never worked properly since 2021. Finally, I found a new supplier and called to cancel. They tell me I have a contract (that I never signed) and that they would charge me a "cancellation fee". They refuse to help repair the issue and are holding me to a contract that I didn't sign that was automatically renewed without my permission.

When I called to cancel my subscription, the call was cut because it was immediate with no grace period of even a few minutes. They also closed my online account and put a balance on the account (I had just paid everything off). I found out later when I checked my credit score that the 30$ fee they had put on my account had gone to collections and was effecting my credit score. Now I am having to jump through hoops to pay the fee because I cant pay online with my account closed and its hard to even find a customer service number. Scammers.

Telus Fraud.
Koodo customer, Telus used my information to open a second account. No services rendered, would not close account. $80 to open account, $50 to 'operate', $150 to close it. 3 months billed for zero service with no recourse.

If I could give Telus a 0 I would. You now have an AI front end that is more than useless... to get to the right area of concern is any bodies guess and you usually call back 4 - 5 times yelling agent, agent in order to finally talk to someone ... then they send you to the right person. But each call for something simple takes generally 1 - 3 hours. It is a wonder that Telus is still in business--only because they have a monopoly.

# 1 Telus get rid of the international support who generally cannot help you answer the simplest of questions. Get people in Canada who know the answers and do not have chickens in their back yard.
#2 Get rid of the AI agent at the front. She obviously has not been tested and does not have her act together.. you released her far too early. She is shit to say the least. Calls should be easy to direct to a support member in the right area. You are wasting everyone's time -- clients and staff.

terrible website, tries to force you to us the virtual assistant, which is useless. Phone customer service after I had to look it up on google (shamefull that I had to do this!). on hold so line first time I had to hang up.
telus complaining that I haven't paid outstanding amounts, but my credit card statement says otherwise! How about a good old fashion phone call from customer support before you disconnect me down the road.
so disappointing that these large companies are doing crappy jobs.

Do Not, Do Not call customer service support for any problems regarding your charges on the bill, they will extend your service agreement without your consents and they automatically sent and updated your agreement for another 2 years. This is just like opium and worse than any other drugs that you hook on to their services. They will not listen to your complaints nor they will take any action and ended up my agreements to 2027 now! They will say we will listen to the recording but ended up my service agreement added another 24 months !

Please watch out !

Absolutely disrespectful and dishonest customer support. They are the least helpful troubleshooters, billing explanations, and overall customer interactions are awful. I have used them for quite sometime and will be switching to rogers as i have had nothing but issues as of late.

Horrible service worst customer service ever !

Worst service and home internet provider. Don’t go for Telus. Just don’t do it you will not like it. If you want to upgrade your home internet it will take a month for them to do it and then the service sucks. Slow internet even at the highest speed. I would say at the least garbage company and the worst customer service. Very incompetent workers.

I get at least 2 calls a week telling me about their promotions. Each time, I give them the same response....... I'm not interested. I am sure some times I have not said it as nicely as I would like it, but the last time, the Telus person asked to become a Facebook friend - which was unprofessional and suspicious. Who knows what he would write. I have asked to have my number removed from their call list - to no success. I feel this is harrassment at this point. This has been going on for about 6 to 8 months. I'm at the point I would NEVER subscribe to their plans based on this experience.

consistently down. just a waste of patience and time and endless patience dealing with the idiot system , even to phone is a nut busting session,b beyond pissed with the endless down time

My elderly neighbor was part of an outage a few days ago. Once the outage was over she was still unable to connect. She is limited in her tech experience. She called them and had bad experienced for 2 days. The 2nd time I went over to help. The first agent told her she didn't have an account even though she read the account number off of her bill. Then after a few transfers she was sent to billing and care. They did basic trouble shooting steps and it still was not working. But told her to find someone else to help with it. So thats why i went over. He ran me through all the same steps no luck. So he transfered us to tech support. After 45 min on hold they answered only to tell us we were in the wrong spot and transfered us again. About an hour later we got a different tech department. Had to explain everything again. Do all the same steps again then I realized he didn't even know what kind of equipment she had. He asked for the serial number so I started reading it from the bottom of the hub when he cut me off and told me thats not a serial number (thing legit said SN and then the string of letters and numbers). Agents and companies need to remember that there are still a large amount of elderly that are sort of forced to get internet and what not with how the world runs now. And to be more clear and patient as well as think if troubleshooting hasnt worked with many agents over a two day period it might be time to send someone out. I won't always be here for her to reach out to and she shouldn't have to invite a stranger off the street to get a product that she pays for working.

I wish I could give them 0 stars— it’s been 3 years out of a 5 year contract and it’s been nothing but problem after problem. The cameras disconnect from wifi, won’t reconnect so you get a tech and they tell you to reconnect them but it won’t. Camera quality is bad, it hardly records when it should from movement, only records in movement and not 24/7 like other leading brands. What a waste of money. It’s not worth it. Beware!

Trust me, DO NOT GO NEAR TELUS!!!!They may have had customer service before,now its so bad!!
IVe transfered fro shaw-rogers, they stole my phone number that i had for 35 years!complete incompetance..its goes further to get my Tv BACK WORKING .2 hours min. on hold to the phills.
Im so frustrated this contract will end and never again, get a black box, no shit canada company to put you on hold for hours.

I've spent 4.5hrs so far today on the phone trying to figure out why there are $650 worth of prepaid charges on my credit card. Tried to phone the number, after waiting 20 minutes it said you have to go online and use the agent, which i then did, and i'm not on hold with the 3rd agent for 45mins just for them to come back from looking at bill. This tops the worst experience i've ever had.

After 29 years as a Telus customer, I have cancelled my home phone account and moved to Shaw.I still have my Home Security Account until the credit I received after multiple calls and long waits with the call centre in the Philippines .The main reason is the billing practices where Telus will add a feature and increase my account bill without my knowledge or approval. On hold for hours, and then talking to a call centre operator in a call centre with lots of distracting background noise. I also do not like the aggressive sales pitches that come multiple times a week to the point I will not answer the call. I insisted to be taken off their call list.
When my credit for Home Security monitoring runs out, I will switch to another provider.
The only connection left with Telus is the shares I hold.

Horrible! Service, customer support and everything. I bought a Corp EPP line. The phone does not work in Canada. Calls keep dropping. It was a north America service. It does not work in Michigan which is next door to Windsor. Trying to cancel, after multiple calls, I got holed of an agent who cancelled the service as we were speaking without giving me heads up or wrapping up. The call dropped and the phone line was terminated. I had to call from another line, the automated service drops the call when you mention termination. It was a hardship requesting my bills for my business, because they say the account is terminated a minute ago. Hideous! Just Hideous service in a first world country.