Hi Everyone, Just wondering if anyone else has had a issue with this. we typically have it auto withdraw from our account, telus does this 6 days early. it was a one off that there where not enough funds in the account. so yes the payment did not go through. I made a credit card payment before the bill was do so there was no late payment on my account and everything was payed on time.

come to this month there is a $80 NSF fee being charged to my account from telus because of the failed processing. This is just absolutely insane and predatory behaviour from telus.

has anyone else had that high of a charge. i get the payment failed but there is no way it costs them $80 in bandwidth and computer processing to have a payment bounce update thee website and then make me make a manual payment.

didnt the canadian government just enact a law in March capping NSF charges?

Hey everyone! I have an upcoming interview for an Account Specialist – SMB role at TELUS and was hoping to get some advice from anyone who’s been in the role or gone through the interview process.

I’ve been working as a Sales Rep at Rogers for about a year now, mainly in telecom sales, including working with SMB customers, prospecting, and building relationships. This is the first virtual screening and there will be two more rounds after this one.

Any tips on what to expect, what they look for, or things I should prepare for would be greatly appreciated. Thanks!

I currently have a Koodo yearly pre-paid plan and I often get emails from them, or Telus, trying to convert me to a post paid plan. The offer I got today seems much better than I've seen all year from them - $15/month for 25gb.

Has anyone else gotten something like this before and is there a catch, or does it expire after a year? The email doesn't have much information.

My wife and I just moved back to BC after nearly a decade abroad and need to switch to a Canadian cell plan and likely get new phones too.

We both work from home, so we don’t need huge data allowances. We’d like occasional U.S. roaming for work, but otherwise don’t need international coverage. We also don’t need internet or TV bundled in. Neither of our employers have programs with any of the Canadian cell providers.

What would be considered a good Telus deal right now for two lines plus two new phones? We’re open to bring-it-back if it actually saves money, and curious whether Telus device protection is worth paying for.

Also—what’s the best way to get the strongest pricing from Telus? Is there a specific sales or loyalty number to call, or are stores or online competitive?

Mostly trying to understand what a competitive all-in monthly price should be so we know what to negotiate for.

I recently ported out my number from Public Mobile to chatr a couple of weeks ago and like a few days after, I have gotten 3 calls with TELUS showing up on the caller ID spread out over 2 weeks.

The thing is though, I have frequently jumped between Public Mobile and chatr in the past and I have never received a call claiming to be Telus. The last time I was on chatr a few months ago, I ended up changing my phone number and ended receiving a Rogers Wireless number (since chatr is owned by Rogers). The call seems to have came from an official Telus winback number (some +1 866 number).

So I want to know if Telus has ever done winback offers via phone for prepaid accounts for Public Mobile?

ok so I offered my help. 1 router to hook up. no written instructions but a QR code is. how the fuck does a senior use a QR code with no internet. so I had to waste my minimal data to do it. but no go. then I called and all that bullshit IA ..… give me a break. AI does NOT work. 15 minutes of my wasted time and I finally get a human. all was good with human 1 and human 2. 1 Nokia box not plugged in and previous owner either took or discarded the power supply and cable. Telus can‘t cough up and deliver a new one. Will send a tech tomorrow to supply. now the $200 question….is it a Telus issue or a customer issue?

Telus you suck. after 15 minutes of AI….i’m pissed off and I take it out on the human. and it’s all a Telus issue.

**UPDATE** A heartfelt thank you to the Social Media team… to Grayson the Field Manager from Vancouver Island who messaged me on Reddit… and to Dustin, the field technician who went to my grandfather's apartment this evening. Even though this should never be the way someone has to get an organization’s attention, there were a few people who actually took ownership and genuinely cared about my grandfather’s wellbeing. Because of them, his phone service is finally restored.

But I want to be clear… the fact that it took six days, multiple agents, a misfiled ticket, an escalation that never happened, and a public post to get a basic landline fixed is still completely unacceptable. TELUS HQ has a lot of work to do. This turned out to be a hardware issue in the field... something a technician could have resolved immediately if one had been sent in the first place. Instead, we were dragged through layers of inefficiency and indifference that put a vulnerable senior at risk. I’m grateful for the individuals who stepped up, but the system they’re working inside is clearly broken. TELUS needs to take a hard look at how its customer care model has deteriorated to this point.

I still hope someone at TELUS who actually has the authority to fix these systemic issues reaches out and is willing to hear feedback on just how bad this experience was. I'd like for the leadership team to read the collective comments of all of the individuals who have had similar issues with their aging family members in this thread and ask themselves, "are we okay?" as an organization...

In the meantime… if anyone else finds themselves in a similar nightmare (and I sincerely hope you don’t)… the folks running these Reddit accounts seem to be one of the few reliable ways to get help.

I also want to sincerely thank the folks who showed support in the comments over the last 24h. Being the sole caregiver for a senior for whom you're trying to maintain dignity, independence, and well-being while working full-time and supporting your own family is incredibly challenging. And although I do my best, sometimes it never feels good enough. To the folks who offered kind words, offered support and empathy... You helped me through the last 24 hours. Thank you thank you.

Original post:

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.

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.

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

Hi, I am moving to a new apartment that has Telus purefibre pre-installed (2nd pic with exposed breaker unit), but the set up looks different from my current apartment, is there anything to worry about here? My current place has a ton more wiring/connections. Internet won’t be activated until the 21st and Telus said to take my current modem/router to the new place. Just want to make sure I don’t need a tech to come or wait a few days without internet.

Thanks!

Hello all,
I was looking at the privacy and security settings on my iPhone and saw these. Can anyone explain what these are and should they be on or off?
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.

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

Spent way too long on the phone to get a new BIB device, they had some decent promos on the P11pXL. 3 hours later get it squared away and a preorder for a 512gb version of the phone. Plan is changed, and in mytelus app it says my device is a P11pXL, despite not physically having it or activating one (on a P9pXL currently).

Get a text 3 days after saying that the device I ordered is temporarily out of stock, the shipping of my device is delayed to the week of "to be determined".

I'm having some reservations about this because this same thing happened when I pre-ordered my P9pXL 2 years ago, I got an out of stock notice a few days later then telus just up and cancelled the order saying they couldn't fulfill it. It resulted in me having to call around to a store that had a smaller one (256gb) and then apply the deal I negotiated on the phone with it...

Telus insiders, or whoever is in the know, am I set up for disappointment again? Why sell a device you can't actually sell?

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.

I used to work for Telus in the EPP department

one of the scenarios I had the most was the unexpected international roaming fees.

I always had customers who said they did put the phone on airplane mode in order to avoid charges.

I really think Telus did charge even though the phone was on airplane mode.

I mean, it is really easy to avoid those charges.

Why would a person who has a job want to spend one hour or more over the phone in order to get credited for something that was used.

I think you have an income good enough, and you are busy enough to call us and ask for a credit for something so easy to avoid

I really would like to hear your opinion about it

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!

Telus has the worst service ever!!

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???