I have been a Telus customer since the day they first started offering service in Burnaby. Back then, their customer service was excellent, but over the years it has drastically declined.
After moving to a new address, I completed the online move request with all the required information and selected an installation date. However, just one day before the scheduled installation, I was informed that it would need to be handled by a third party because fiber optic service was supposedly not installed at my new address—resulting in a three-week delay.
I spoke with three different representatives, trying to explain that this was incorrect and that the previous occupant had Telus service in the same unit. No one listened or made an effort to verify the information.
Only after my landlord intervened did they admit the mistake and confirm that internet service was already installed. Despite this, I received no follow-up call or apology. I then spent another hour on hold just to reschedule the appointment. There was no way to reach a supervisor or manager, and although I was promised a callback within 24–48 hours, no one ever contacted me.
At this point, I can’t wait for my contract to end so I can switch to another service provider.
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TELUS Canada provides cable TV, high speed Internet, home phone service, IPTV, satellite television and wireless Internet services for Canadians at home, work & students.