TELUS Opiniões 620

telus Monopololy
I wish to add my opinion of the service received by telus. I have used telus provider for mobility 16+ years, and more recently home security. all customer service agents are dismissive and poorly informed. They read from a binder bullet list, peppered with up-sell incentives. Unfortunately your going to get that from every provider. Then when asked to complete what should be a straight forward task they know how to add services but to remove them or cancel you get sent to no mans land called loyalty but that is the last thing you get there ...if your willing to wait on hold for hours while they are helping other customers. If you cant get to a customer within 15 minutes as opposed to the hour+ wait times then they have too many customers for the service they provide. I blame the crtc for the corruption that allows monopolies to exist in this area.
telus sure do talk the talk with all their self promoting about helping in health care and environmental carbon free by 2030 nonsense. Why not start with your existing customers? Because the second there is an alternative to telus or that other bad actor, everyone will jump ship. There is very little interest in customer retention.

Telus demands you sign up for multiple years in the initial contract. To end the service early fees are exorbitant. The service has worked at times, but often does not. I live in a country area with not the best cell access. Currently trying to end the contract (again) and this time they are asking for an additional $400+ since the contract still runs another 14 months. Initially signed up in 2021, now it is July 2025. Very dissatisfied with this expensive, poorly informed decision that I made when first moving out to the country.

I had a call with a rep in which I was very specific about the products I wanted and the price I agreed to. Then the tech showed up without half of what I ordered and tried to give me other equipment instead which I refused. He then said he would get the correct equipment from the warehouse and contact me to come back which he never did. I GET MY BILL AND THERE IS ABOUT $700 WORTH OF EQUIPMENT THAT I DID NOT GET AND WHATS WORSE, I DID NOT EVEN INITIALLY ASK FOR ANY OF IT. Along with that, my bill itself was $60+ over what I agreed to on the phone. The rep I spoke to today is telling me oh there's no evidence of that, when I know all their calls are recorded and after being transferred to multiple places and over 2 hours on the phone I was told the best he can do is reduce my bill to the point where its still $17 more than I agreed to and that I just need to pay it and move on. He also let me know at 4:56 that even though the issue had not been resolved and I still had questions, he was done work at 5 and therefore would be ending the call and have someone call me tomorrow. I let him know I will be cancelling everything I have there and will never be working with telus again nor will I recommend them to anyone anywhere on this planet.

Telus added charges to a CLOSED account and without notifying us of these (bogus) charges sent them to collections. They tell us it is our problem to sort out with collections...it is their mistake, how is this my problem?? Asked for a supervisor they said "it's their process" to tell me to deal with it. All I have asked is that they contact collections to cancel charges and send confirmation of this action to me via email. Appalling customer service.
Seems very shady that they can add charges to an account that was cancelled and closed months ago no?

I want to take this opportunity and say a big thank you to the manger Mark and his support team at the Pickering location, who helped me in solving the technical issues I was having with my phone. Excellent customer service and Mark was very knowledgeable about the products and services provided by Telus. I will definitely recommend this location to my friends, families and the world at large so they can have the same experiences I had. Thank again

If I could rate it lower than one I would. Telus sent a repair person to my home for a 1:00 appointment, after a telephone call with Telus technical support, we were told that our router or our booster needed to be replaced. The technician showed up at 11:00, instead of the scheduled appointment at one, while we had a gentleman in our home quoting new windows for us. My husband told him he didn’t have time for him and that our appointment was for 1:00, he said it didn’t matter he could just work alone.

He did not know what he was supposed to do when he got there, and asked my husband what the problem was. He installed a booster in our basement and told us we would have to pay monthly for it, to which my husband replied “you can take it out, because we aren’t paying for that”. He left it anyways and told us to deal with Telus.

While my husband was dealing with the gentleman that came to quote our windows they could hear the Telus repair man belching from the basement while they were upstairs in our home. The window guy gave my husband quite a look. Then, he moved our booster to a new spot in our living room, and my husband told him not to take the wiring for it as he knew I didn’t want it six feet away from us while we watched tv. He said he would put it back himself, but the guy took all of the connections with him. Then at three o’clock he called again to do our appointment that he did at 11:00, and asked my husband to give him a good review.

I have called multiple times requesting to speak to a manager in Canada and I was told “that isn’t possible”. Telus no longer employs Canadians, it sources its jobs overseas, I have no desire to deal with a company with such low standards.

spent over 2 and a half hours on hold finally was met with "your call can not connect to due to unforeseen circumstances" nightmare of a company sent me to collections for nothing, collection company has no record of my file or account.

What a horrible experience. Telus mobility. I sent the bring it back phone. Got a text message from telus that they have received the phone and my balance is 0.00 yet they send it to collection and affected my credit score. Which I have problem getting mortgage with. Please stay away from telus. There is no communication between their billing team. You have to wait 3 hours to talk to someone but they will pick up your call in one minute if you want to get a phone.

If someone comes to your door and offers you an unbelievable deal to switch to TELUS, close the door and lock it, turn out the lights and bar the windows. If they approach you by telephone, immediately hang up and block the number.
We have just been through 3 months of hell trying to disconnect from these people. Hours upon hours of sitting on hold to then be disconnected or redirected. There is no relevant customer service who answers the phone.
We made the mistake of allowing the representative who came to our door into our house. We were offered an incredible deal on our cell phones, internet and home security and we bit. It was a terrible mistake.
On day one, we started trying to get in touch by phone with customer service with some simple questions. When, on day 3, we still had not gotten through, we realized that we had to cancel. There was supposed to be 14 day grace period for cancelation.
We contacted Bell and had them immediately reinstate our services with them. I will never complain about Bell again! They were very understanding and helpful.
The problem was that TELUS simply refused to accept the cancelation: Even though we had Bell port our cell phone numbers back to Bell, we called TELUS and told them we were canceling and they sent us a prepaid shipping label with which to return their equipment. Fortunately, TELUS hadn't gotten around to installing their internet, or it could have been much worse.
We were barraged with emails saying that our security system wasn't responding. I guess not: it was in the mail.
Then came all of the bills! For 2 months of service, unreturned equipment, early cancelation fees, late payment charges, etc. Totalling over $2,200!! If we had questions or problems, we were to access our account online and address the issue that way. Impossible! because the account was now closed and therefore there was no access.
Many, many emails and countless hours of sitting on hold on the phone. Agents on the phone - when we could get one on the line - said 'not to worry. The account is closed.'
Next came threats of collection.
We just spent 4 hours this morning dealing with various individuals on the phone. We finally agreed to pay $54 for over 1/2 month of cell service; even though we were only connected with them for 4 days, because they had kept the service active long after it was disconnected. They wore us down.
Note that it was only when we started talking about the BBB that we got the account reduced to that.
That TELUS has promised never to contact us again, in any way, was possibly worth $54.
AVOID AT ALL COSTS!

Literal harassment. Have recorded 257 phone calls since January 1st, 3 today. " we want youyr business sign up'. No clearly you don't. Clearly when told over and over and over and over and over again that a person will not switch to telus, and you keep harassing them, you don't want a customer. If you can't even handle taking a person off your call list how the f would you handle an account. The last call the guy brayed at me like a donkey, no talkig just braying like a donkey. Like what the f is wrong with you people?

I called on May 12 to cancel my Telus home internet services. After ages on hold, a male finally responded, and asked me repeatedly why I wanted to cancel. He asked many times if I had found a different provider, would move my internet to my new location, and if my partner would cancel his current plan to use Telus instead. I said no, over and over. The male then told me I needed to be transferred to the "Loyalty Department" to cancel my services. I waited on hold for ages again. A lady finally answered, and made me explain myself from square one. She kept on putting me on hold for long periods of time to "verify" things. She made me repeat myself over and over, asking why I wanted to cancel. She kept bothering me about keeping services, offering discounts, urging me to have my partner cancel his services and sign up with Telus. She even ASKED WHAT TIME HE WOULD BE HOME FROM WORK so that Telus could call to convince him to use their service! I finally started getting an anxiety attack from answering the same things so many times as I felt relentlessly harassed. Eventually, they stated my services were cancelled effective immediately, I received their email instructions to return the modem during that call on May 12. I mailed the modem to Telus on May 18. On June 14, I noticed an email from Telus stating that I had accumulated late charges for not paying my last month's bill. I thought maybe I forgot to pay for the April 11 to May 10 period, so I sent them approximately $160, leaving the other $160 unpaid. I then logged into the app and found that they had NOT cancelled the account. They continued to charge me. So I had needlessly sent them $160 for a month of service that I had CANCELLED, and was TOLD was "cancelled". I attempted to call them, and the phone line prompted me to start a chat with them instead. I started a chat with them, and the chat directed me to call them. I called them, waited on hold, and finally a lady picked up the phone. And I am almost certain it was the same lady who had "helped" me in the "Loyalty Department" on May 12! I explained to her that I cancelled and even got the email from them. She told me she needed to "read the notes". She put me on hold for a while, then came back and told me the account was still active. I told her that I had cancelled it already. She put me on hold again. Came back. Asked me WHY I wanted to cancel. I said "No. I am NOT doing this again." She told me she would transfer me to the "Loyalty Department". After another 20 minutes on hold, a man answers. And I am also certain this was the same man who had answered the first time on May 12! Once again, I had to start from square one and explain that I already cancelled my services. He said he needed to "verify" something, and put me on hold. I waited on hold for another ten minutes, and then he came back and stated the account was still active. I told him that I saw many complaints online from other customers having the same experience with Telus, where they were told their services were cancelled, but actually weren't, and they were then thrown around for long periods of time between various departments, and harassed over and over. He ignored that and told me he needed to verify something. When he came back, he stated that the cancellation had been requested, but it "didn't go through" and it was a "tech issue". He stated he needed to open a ticket with the IT department to cancel my service, and it would get looked at in a few days. They also had previously stated they'd be sending me a refund, but they haven't done so.
Note that I also sent in my modem on May 18th, which included a copy of my bill and account information. Even upon receiving the modem, they did not attempt to actually follow through with cancelling the account as requested. I've been told multiple times on the phone that they can see I requested a cancellation May 12th. So, I can't understand how they later received my modem, along with a printed copy of my account details, processed the modem return, likely saw that the account was still active, and still CHOSE to allow the monthly charges to continue and accumulate. It is absolutely unethical and sketchy.

A very crooked telus employee from retention department by the name SIPHE, who came from who knows country with cheating culture, continues her con artist practice here in Canada by lying through the teeth. When I caught her lying about the price of service and confronted her and complained to the supervisor, she ILLEGALLY DISCONNECTED MY PHONE. What is human resource department doing by keeping that con artist on a payroll???

I just purchased a new cell phone on Telus "bring it back" program. I dealt with Sean V at the Market Mall Telus store. Sean was very knowledgeable and explained all of my options and even gave me some very helpful suggestions for my usage of the new phone. I would recommend that if you are in the market for a new phone, go see Sean V at the Market Mall.

I admit writing review completely out of anger. Nothing wrong with speed of internet. Nothing wrong when i called for assistance. However, i called to cancel internet service and explained i was moving in with my son, he has Shaw and longer contract. They called back the next day, no sorry not interested. Called back a week later missed the call. Two weeks later (tonight) i had to explain the situation again and had to threaten that at this point i feel it is harassment and if i get called again i will cancel my telus cell service i have had for over a decade.
The telemarketing is out of control. No means NO! Only when you are having to scream at them to stop harassing you do they take you off their list. So yes was this to rant yes it was but Telus enough!!!

Zero stars. I got my data plan as a add-on, sharable 250 GB, for $7.5, while my phone line has free North America roaming. When I got my line, I was told that the data plan is the extension on the main line. I hardly ever used my data plan, but when I was going on a trip, decided to take my phone, to make some use of the data plan. I learned the hard way that my data plan was not included and was charged extensive roaming charges. After back and forth with CS (which was hard to get though) I finally put in a CCTS complain. I even told them just let me pay for the services I have used, because even then I didn't use my data, just 10 mb per day for most days with background refreshing on the phone, which should not cost $16 per day. Just sick how someone is so inconsiderate. They are just horrible if something goes wrong, I will change as soon as my contract is done. By principle I would never use them and give my money elsewhere.

After spending $180 at Rogers, paying for data as I did not have any wifi because Telus forgot to set it up. I am now facing an entire weekend without Wi-Fi due to an incomplete installation. I’ll also be forced to waste additional time on Monday waiting for a technician to come and fix what should have been done properly the first time.
I spent over an hour and a half on the phone with a technician named Ellen, who unfortunately appeared to have very limited experience—about as much as I do, and I’m not a technician. Case number 2300995 – I spent an hour and 30 minutes on the phone with a technician who had me turn on and turn off the system was her only technical resolution for her to realize we do not have a Cisco box from Telus.
This is incredibly frustrating and unacceptable for a paid service. Please ensure that the next technician is fully qualified and that this matter is resolved without further delay. When is TV coming, as the technician knew nothing about this, and I put in writing I wanted one appointment, not two. So now Telus has wasted 3 days of my time. I do love reviews.
No one knows my account number and she took 15 minutes to find us as she had no way without account number.
To add insult Ellen said the reason was we have boosters on the system tha is why there is no wifi it is my fault. So we disconnected the boosters and Telus had to admit still no wifi because their technician forgot to add WIFI so I have used all my data at Rogers! So ridiculous that you cannot make this stuff up while the corporate officers are patting each other on the back making millions. I lose now three days as they still have not set up the TV after telling me they would do it at once. They send out a technicinand that does not know tvs or internet for that matter but look at the profits. This is the only time I want Canada to open up to the USA and other countries for competition.
Sincerely,
Darren

Moved and asked for our security system to be set up at our new address, one month before our move date.. No one showed up the first day, rescheduled, and the installer was an hour late on the second day.
The installer didn't have a clue. We wanted our control panel mounted to the wall and he said it could not be done! We just happened to have a friend visiting us that was an electrician, 2 minutes later it was done.
The installer then continued on and an hour later left and said we up and running. We are still showing senors from our old address that we no longer have. He set up the video doorbell which is not working, not even showing up as connected.Drilled screws into our siding to hide the wire to the doorbell. (We are in a Strata which prohibits anything nailed or drilled into the outside walls)
We are so frustrated we tried to cancel our contract yesterday. Told it would be a $1400.00 penalty because of our contract, even though they are not providing the service they promised.
WARNING stay clear of Telus! WORST CUSTOMER SERVICE WE HAVE EVER EXPERIENCED!!!!!!!!

I would give a negative star if I could. This is the absolute worst company to deal with. Was with them for 10 years. If any advice shop arounds to any other company besides this one. TELUS IS THE WORST

Telus should stick to cell phones ,they have no clue about home security I had the worst service and experience with my home security,everything always breaks,when my alarm go off they don’t bother to call and check if everything is ok ,customer service is horrible and they send subcontractors that don’t work properly,if you want a good security for your house stay away from Telus .

I would not recommend Telus for anything,They are threatening to disconnect my service cause I owes them money for a service I don’t even have, I only got internet not security service , told the guy I was talking to that I don’t have it and he told me I had to pay anyway. Do this make sense Nope