Geezus..... 30 minutes on the phone with Telus to cancel Device Care because apparently letting customers do that online would be too convenient. What should’ve been a simple two-minute request took way more time and effort than it should have. And then of course, "while they have me" they decide it’s the perfect time to try selling me their internet service. FFS...No!!! I’m not calling to buy more stuff—I’m calling to cancel the thing I already asked you effing to cancel. At least the went straight through and I wasnt on hold.

TELUS needs to be held accountable for what they’ve put my 85‑year‑old grandfather through over the past five days.

Last Thursday, he called me in a panic from a public phone in his apartment building because his landline had suddenly been cut off. He has no cell phone, no tablet, no other way to reach me. I couldn’t call him back. I live over an hour away and I’m his only support person. He has no one else except me and home care.

When I finally got ahold of him through the building office, we went through every possible troubleshooting step to make sure it wasn’t user error or a problem with his handset. It wasn’t. So I called TELUS. After sitting on hold for an hour, the agent told me they found two “stuck sales orders” on his account that were causing errors. We haven’t changed anything on his account in months. Somehow TELUS’s own system errors shut off the only lifeline an elderly man has.

I need people to understand how serious this is. My grandfather lives alone in an independent living apartment. He was discharged from the hospital two weeks ago. Home care visits him twice a day. The only way home care can reach him is through his landline. To enter the building, they have to buzz his suite, which calls his phone, and he has to press 9 to let them in. His phone doesn’t work. Home care can’t get in. If they can’t reach him, they leave. He also has a fall alert device, but he forgets to charge it or wear it unless someone reminds him. His landline is the only reliable way anyone can check on him.

TELUS told me they’d create a ticket and it could take up to 72 hours. I explained the situation in detail. I asked for a rush. I asked for escalation. They said there was nothing they could do except “put a note on the file.”

Sunday night was the 72‑hour mark. Still no phone.

I called again Monday. A new agent told me the previous agent created the ticket incorrectly and they had to start over. Another 48 hours. I demanded a manager. They transferred me to escalations and we sat on hold for over an hour with no answer. I had an appointment, so the agent arranged a callback from the escalations manager between 5:30 and 6:00 pm today.

No one called.

Five days without phone service. Five days where I have no way to check on my grandfather. Five days where home care can’t buzz his suite or get inside. Five days where TELUS has shown zero urgency, zero accountability, and zero concern for a vulnerable senior who relies on this service for his safety and basic daily functioning.

I called again tonight. The agent told me the previous person simply “forgot” to call me back. She said she’d call tomorrow, only to refer me back to escalations, where I’ll likely sit on hold for 2–3 hours again.

TELUS has completely fallen apart. There is no customer care. No one is taking this seriously. My grandfather is just an account number and a bill payment to them. Nothing more.

If there is an emergency, he cannot call 911. If his fall alert device fails, isn't charged, or he forgets to wear it - and something happens... TELUS has failed to provide 911 service.

This is a preventable crisis caused entirely by TELUS’s internal errors and their refusal to escalate an urgent situation involving an elderly man who depends on his landline for medical care, safety, and contact with the only family he has.

Fix his phone. Now.

Has anyone noticed in the past month there has been a dramatic drop in speed, service and 5G? My wife and I have both suddenly started having issues across my entire city

Currently paying $265 for 5 phone plans on Koodo, it’s definitely not worth it (except for the 100 GB & plan rollover). Thanks!

I’ve had two calls with them regarding garage door sensor and on both cases they’ve made me factory reset and setup the whole home security system from scratch using remote video session.

Each session took 1.5 hours and the issue wasn’t resolved. The support team for home security seems to be located in Philippines and they seem to be more direct or even sometimes a bit rude when troubleshooting the issue.

Has anyone had similar experience recently?

I currently have PureFibre Internet 250 and my contract is coming to an end. Im in BC.

The internet speed is fine for me im a single person that just streams movies browse the internet etc.

What am I looking at as a new monthly fee? Will it be possible to get something around that same price. Im currently paying 60$

I had a scheduled service call to troubleshoot a fault on my 3 year old security system. Instead of actually diagnosing the issue, the technician tried to push a full system replacement, telling me with a straight face that my 10-year-old home copper wiring was obsolete because "wires lose resistance as they age" and all sensors needed to be converted to wireless. There was nothing else he could do.

Having spent a lifetime in electronics, I called him out on the complete fiction. He wasn't interested in fixing the system, he was just fishing for an upsell.

Once caught, he immediately gave me attitude, rushed for the door, and said on his way out: "Well, cancel and go to another company then." I will be taking the “cancel” part of the advice!

It felt quite predatory as it assumed I didn’t know anything technical.

Be careful out there, folks—when the actual repair technicians are feeding customers fake physics, there’s a problem.

I wanted to share my recent experience with TELUS because, honestly, it left me feeling completely misled.

On July 23, I received a call from a TELUS sales representative. The call started as a home internet sales pitch. I already had internet, so I wasn't really interested, but he kept presenting offer after offer.

He told me I'd receive:

• A $150 account credit.
• An additional $75 credit to cover my first month of internet service.
• No installation fee.
• Home internet for about $65/month.

That got my attention.

Then I mentioned I was also looking for a new iPhone. The rep spent nearly an hour discussing options, talking to his manager, and eventually came back with what he described as a special deal.

He offered me:

• An iPhone Pro (256GB)
• Canada/US/Mexico calling and data
• 60GB of data plus 50GB shared
• Total monthly cost of approximately $76/month

I specifically told him I didn't want Koodo because I'd had a terrible experience with them previously. He assured me everything would be through TELUS.

At one point, the representative told me I would need to pay approximately $178 upfront in taxes for the phone. That immediately raised concerns for me for two reasons.

First, I questioned why I would be paying tax on the phone's full retail value when TELUS was supposedly providing a substantial discount on the device. If the discounted price was what I was actually paying, it didn't make sense to me that I would be charged taxes based on a higher amount.

Second, I've purchased phones from multiple carriers over the years, and I've never been asked to pay the full tax amount upfront on a device that was being financed through a monthly plan. In my experience, any device-related charges, including taxes, have always been incorporated into the monthly financing arrangement rather than being collected immediately as a lump-sum payment.

After putting me on hold and speaking with his manager, he came back and said the tax issue had been approved and taken care of.

At that point everything seemed settled.

I was travelling for 10 days, so I asked him to ship the phone to a TELUS store for pickup when I returned. He agreed and said everything was arranged.

Then things started falling apart.

When I returned on August 10, I had received installation notifications for the internet service, but absolutely nothing regarding:

• The phone
• The mobile plan
• An account number
• Order confirmations
• Shipping information

So I called TELUS.

The representative looked into my account and told me something shocking:

No mobile order had ever been submitted.

Nothing.

After spending hours on the phone arranging this package, TELUS had no record of the phone order actually being placed.

Then they tried to recreate the order, but suddenly the same tax issue came up again. The issue that had supposedly already been approved and resolved.

At this point I was already frustrated.

The installation fee surprise

On August 15, a TELUS technician came to install my internet.

The process took less than 10 minutes because the house already had TELUS service. The technician simply swapped equipment.

When he left, I texted the technician:

"Am I being charged an installation fee?"

His answer:

"No."

Three days later I received a charge for approximately $200 for installation.

I had to call TELUS again and dispute it.

To their credit, TELUS eventually reversed the charge.

But by this point, I had been given conflicting information by multiple people.

Then the pricing changed too.

After dealing with the installation charge, I asked again about the phone plan.

Another TELUS rep reviewed the account and basically told me they couldn't find any record of the deal I'd originally been promised.

Then I was transferred to sales.

The new price?

About $110/month.

Not the $76/month I'd spent hours discussing with the original representative.

At that point I was done.

What happened to the credits?

Remember the $150 credit and the additional $75 first-month credit that were used to convince me to switch?

To this day:

• I have not received the $150 credit.
• I have not received the $75 credit.
• Neither appeared on my first bill.

So let's recap:

✅ Promised an iPhone deal that was never ordered.

✅ Promised pricing of $76/month that later became $110/month.

✅ Told tax charges would be waived, then told otherwise.

✅ Promised no installation fee, then billed $200.

✅ Promised $225 in credits that never appeared.

✅ Multiple TELUS representatives giving completely different answers.

My takeaway

I honestly feel like the objective was simply to get me to say "yes" to the sale.

Once I was onboarded, the details suddenly became negotiable, missing, or impossible to verify.

I'm not saying every TELUS employee operates this way. But based on my experience, if a TELUS sales rep calls you with a promotional offer:

Get everything in writing.

Every credit.

Every discount.

Every fee waiver.

Every promotional promise.

Because if you don't have it documented, you may find yourself having very different conversations once the service is actually activated.

Has anyone else had similar experiences with TELUS sales offers not matching what was ultimately delivered???

I seen this on fb .

$45/250gb/68 nations roam.

On 5g.

TELUS TV+ wants me to log back in across all devices. That's expected once in a while and totally fine. However, it won't accept my password. Yet, both the My Telus website and app accept the password no problem.

I haven't changed any passwords recently.

I don't get why the website for Telus support/app accepts it, but TELUS TV+ won't anymore.

Anyone have any thoughts? I'd rather not change the password if possible.

Hi everyone.

Currently on the runaround with Telus regarding home Internet renewals.

Just wondering if people in Alberta could share their recent renewals? Just hoping to gather some more localised examples for when I speak to them next.

They’re hard balling me at 1Gig for $90 a month yet I’ve seen people quoting prices in the $50 range on here and for higher speeds too. I had a callback but they doubled down on the plans with that on being the ‘lowest they could go’.

Thanks in advance.

Hi All

I'm currently using the outdoor smart hub coupled with the indoor smart hub for internet at my cabin.

I'd like to keep the outdoor unit (which has the SIM card in it) and connect the ethernet from that to a different Unifi router, and eliminate the indoor Smart Hub. Support is telling me this isn't possible, which doesn't really make sense to me... the outdoor unit does the authentication to TELUS, and provides an IP to the indoor unit...

It's hard for me to test/troubleshoot things as I'm not there right now, and don't want to buy and haul in equipment I don't need or can't use.

Does anyone have any experience with this?

Thanks in advance!

Has anyone used this wifi extender with Telus Wifi boost router. The wifi extender connects but after I have it plugged in and devices connected to my SSID loses internet. Has anyone had any experience in this?

Just got home internet started with Telus and they charged me double for no discernible reason. My account makes it look like I have two different wifi networks at the same address and presumably I will continue to be charged for them until I get this resolved. I called the in-person Telus business I went to to get this set up initially and he said he couldn’t help me and that I would need to contact customer service so I did and got connected to an AI agent who couldn’t do jack all for me. I asked to speak to a human and the AI agent sent me a link to their AI operated messaging system, or a form to fill out to request that someone get back to me at some point. All the AI does is tell me the amount of my bill. Obviously I know the amount I need a human to correct their mistake and it shouldn’t be this hard.

Why would their customer service line be unable to provide any actual customer service? This is actually idiotic.

For some reason we no longer get channel 121. Of course impossible to get to customer support. Has anyone solved this problem?

After nearly 20 years of service with Telus/Koodo I am done. My home services are set to be cancelled.

My last step is switching to a new cell phone provider. what companies are not owned by Telus that you would recommend?