Review Time
Wow I was going to write a review of Telus experience, however what’s the point? All you see is horrible reviews yet Telus does NOTHING to fix anything. They really are as bad as all the reviews show. Only in Canada would a company survive this bad without gov help. About time for the CRTC either make them improve or pull their license.
Telus has the worst customer service that I have ever received from a tech company. It started with poor knowledge of product and processes from the sales team followed by installers showing up unannounced then the “customer care” person suggesting that it wasn’t their fault and that they would have to move the final install date back. When I called in to check on the “new” install date they said someone would call me back within 2 hours. NO CALL! The next day I spent another hour on the phone a finally got them to meet the original date which they agreed to since I had managed to contact and schedule the ground work on my own (running of the fiber optic cabling to the house). I took the day off and they even texted me early that morning to confirm they would be at the house between noon and 4, then were a NO SHOW. When I called to follow up, I waited on hold for 1/2 hour only to be told that there was a “system error” and that they would have to reschedule to the following week. I asked for them or a manager to call me back within 2 hours to confirm date and time. NO CALL again! Sooo another 1/2 hour on the phone only to be told that they set up a “new order” and that they would be at my home the following Monday (now one full month since my first call). They couldn’t tell me what time so I asked for a manager to call me again. No CALL! I then spent another 1/2 hour on the phone to cancel the order.
The future may be bright but the present is a cluster of bad representation, poor knowledge, unreliable / missed calls and apts followed by a complete breakdown of the process. For a tech company that sells tech, the only thing that they have going for them is the fiber optic running to the curb. After that, they can’t manage a ziplock bag. I have decided that I will go with Rogers. They picked up the phone right away, (no corn maze for a phone menu) and set up the call for later the same week. There is definitely a light on there! I’ll recommend Roger’s to all my clients now. Oh did I mention that I am a smart home dealer and influence my clients purchasing decisions on 75% of our smart home installs?
Giles Dupas
GiCor home technologies inc.
This is the fourth time a crew has been scheduled to replace the copper wire from my house to the station in the alley. Three times, despite being told to stay home for a 2 to 4 hour window, no crew showed up or contacted me to inform me they wouldn't come! Once, a contractor arrived with an unrelated DIY job that would cost $200, which had nothing to do with the wire replacement. He said he needed to consult his boss, but no further action was taken. Additionally, for the past four months, I have been unable to access my account. I learned from one of their agents that their AI billing system generates incorrect extra charges that the company conceals. Customers are expected to identify these issues and navigate their customer service line to request refunds. However, the company is aware that many people can't access their accounts to find these errors, and this problem has persisted for months! This feels like an illegal practice!
AVOID THIS COMPANY AT ALL COSTS! They are completely unscrupulous and operate in an unethical manner. My experience began with numerous unsolicited calls, the first promising a 50% discount on home services, which turned out to be misleading. Each agent provided different options and pricing. After verbally agreeing to their services, a technician was scheduled, and I was assured that installation would be free, but they never arrived, and subsequent appointments were also missed. I faced confusion regarding the availability of certain TV, internet, and landline services at my location. Each representative had no knowledge of the previous offers and failed to provide a customer service agreement as promised. They seemed hesitant to send a technician, insisting I install the equipment myself and asked if I had various tools, even questioning if I could climb onto the roof (I am a 77-year-old woman!). Their organization is so poor that it feels like the right hand doesn’t know what the left hand is doing. I spent around 12 hours on the phone with heavily-accented representatives, culminating in a two-hour conversation that left me dizzy. Ultimately, I decided against their service and returned all the unused equipment. They had assured me that charges would only begin once I installed the equipment, yet a few weeks later, I found a charge of nearly $300 on my credit card. Their explanation was unclear, involving some credit they claimed was for paying off my contract with my current provider. They said they had billed me for $965, later adjusting it by over $600, leaving me with an unexpected charge of $300. This confusing accounting is shocking and blindsiding. When I called them, they insisted I needed to "confirm the adjustment of the $300" for them to process it. In summary, this has been a tremendous waste of time, a major headache, and a disappointing revelation about a company that was once reputable.
I cannot convey how much I am frustrated with the security service. After being robbed, despite my alarm activating, every interaction with the company has been a struggle. The police requested the Alarm Log, which should be straightforward. I have spent over 2 hours on the phone with the company and am still not closer to obtaining it. I've been transferred numerous times, pressed the button for English repeatedly, been spoken to in another language despite my requests, hung up on, and directed to the wrong department. I am still on hold, trying to reach the appropriate department for the log.
Misleading billing issues. My city experienced an outage, but my service didn’t come back the next day. The company sent someone to address the issue, and suddenly I was charged $200, claiming it was my fault. It’s quite a coincidence that my service was lost during a city-wide outage!
This large corporation misuses its dominance. Their ADSL network was good, but their customer service mainly directs you to the website, which isn’t suitable for every issue. If you manage to get past the AI by repeatedly saying "I want to speak to a real person," they might offer a callback in an hour. If they can’t assist you effectively from their limited overseas call center, they will redirect you to sales, who will push unwanted offers and entangle you in confusing contract details. They misled me (I have proof) and attempted to impose a service I neither needed nor requested. After over a decade of being a loyal customer, I’m relieved to part ways and would advise others to explore options beyond the two major providers. There are many alternatives available thanks to regulatory oversight.
The customer service has been appalling. After my parents had an alarm system, my mother passed away, and my father recently passed as well while in a nursing home. The issues began in May 2025 when the house was sold, and I contacted the company with all the required documentation as they requested. I sent everything to their legal department multiple times but never received any confirmation. Despite emailing them numerous times and resending the information several times, I received a call from a collection agency in mid-November 2025, stating that the account had not been settled since the house sale. I provided the death certificate and will information to the agency, but there was no response. Today, I received another notice from a different collection agency threatening legal action. When I called to explain the situation, the representative confirmed that the company is incompetent. Dealing with the loss of two parents in such a short time is already overwhelming, and having to navigate this incompetence adds to the stress. This is undoubtedly a terrible company—hands down the worst. I am so frustrated that I plan to switch my cell provider. I strongly advise looking elsewhere.
I spent several hours on the phone trying to access my account, which has been locked for months. The representative offered various solutions, each taking 15 to 20 minutes. Eventually, she acknowledged her inability to assist and promised to escalate the issue. She assured me of a call within 48 hours. Guess what? Nothing happened—no follow-up, no resolution. I need access due to ongoing billing errors, but I can't identify them. This has been an incredibly frustrating customer service experience!
I spent hours on the phone trying to regain access to my account, which has been locked for months. The representative proposed multiple solutions, each taking 15 to 20 minutes. Ultimately, she admitted she couldn't help and would escalate the issue to a higher level of support, promising a call within 48 hours. Can you believe it? No call, no follow-up. I need to access my account due to billing errors, but I can't pinpoint them. This is by far the worst customer service experience I've ever encountered!
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TELUS Canada provides mobile, home phone, Optik tv, high speed internet services. At TELUS, we put YOU first.
