Telus customer service is a nightmare just to get thru to someone. They make it so you have to jump through automated recording hoops then finally be put on hold. Told 15 minute wait but an hour later still on hold is not only ridiculous but is a signal to customers that their time doesn't matter. You'd assume that a company would prioritize customer service to customers paying 1200 plus per year for them to turn on a switch. read more

A year back, I switched to Telus for my home phone, internet and security. Since that time, I have regularly contacted Telus about the home phone. Being unable to access the voice mail feature. Can't set it up and the phone rings and goes directly to voice mail on the first ring. And I can't access the voicemail to check messages or to change the number of rings prior to voice mail pickup. Seems like an easy fix, right? Not so. Apparently. Today, July 03. 2021, I got it fixed, after nearly a year of trying. More than 14 hours, aggregate, of being on the phone, constantly transferred and told what number I was in a que, throughout the year. I have had the virtual assistant transfer me to the technicians, and after 45 minutes with a technician, have that same tech get pissed off at me, because he works with 'copper' and I am 'fiber.' How do they not know this? Today, it was finally fixed. It took 3 different people to do it. I went with Telus initially to save money. The TV and Internet are good, the service is incompetent. The jury is still out on how the home phone functions, as it's just been fixed. I am not saving money. When I 'add' the features I previously had, I'm now paying more and am stuck in a contract. There will be no recommendations for Telus from me. read more

Well, I'll give a one since I can't give a zero. Telus is the epitome of poor service. They offer "great deals" on PVR's, and discounted bundles. This is a total joke since the PVR's don't work well at all (audio / video syncing problems, blacked out shows / no digital sound, it takes about 5 seconds for it to change a channel -- that's not an exaggeration). And the discounted bundles are only discounted in the ads -- they'll throw all kinds of extra charges in that they promise are included free (like modem rental fees, being an idiot and signing with Telus fees, etc.). Then they say, Oh we'll just adjust your next bill. And then, guess what? The bill is wrong again. Every time. For months. If you add up the $5 here and $10 there on every customer that they're ripping off, they're making a lot of money. And most people just don't look at their bills anyways. The thing that really bugged me was missing shows due to network problems or whatever -- nothing but a black screen for 30 minutes or more sometimes. There were a number of times I pvr'd a football game or a movie, only to watch a black screen when I got home. And then to charge me extra for so-called included fees was enough to make me cut the contract after less than a year of hoping things would get resolved. Save yourself the trouble and just go with Shaw or Bell instead. Telus is only a better deal in their ads. read more

Telus in Sherwood Park Mall has the worst service. Some of the staff have absolutely no idea how to answer questions. We were in there 2x to pick up our phone and renew the contract on business accounts. We provided ID but the staffs working evening on May 3rd,2019 had absolutely no idea what they were doing, very rude and unprofessional. Worst customer service experience ever. We had to go to Telus store in bonnydoon mall where the staff knew exactly what to do, polite, efficient and we had no problem picking up our phone read more

If I could give the Telus customer service a rating for all Sherwood Park locations it would be 0/5 stars. Do Not ever go to these places unless you enjoy waiting in line for hours, dealing with extremely rude customer service techs (who I notice half the time do not even have Telus phones themselves), or being spoken down to by someone younger than you, because these are the people that work in these places. I don't care that you work at a phone kiosk, so don't talk over me like your better than me. I understand your job can be stressful sometimes but wow...just wow... I'm sorry that you helping me is taking away time from your busy texting schedule so maybe you should go shave those pre-pubescent mustaches off ( I'm talking men and women here) and get a job you actually enjoy. read more

After moving to Edmonton and doing some research regarding the rates of various internet and telephone service providers, Telus deceptively appeared to be the most appealing-they were the cheapest! But, as it turns out, with Teleus, you get what you pay for- in my case, absolutely nothing. For close to three weeks since I "started" service with Telus, I have been without internet, forced to do all my web-surfing activity at the Edmonton Public Library or on the University of Alberta campus. I can't believe I've been able to survive so many hours, days, and weeks without unhindered access to my Facebook or gmail accounts! Although complaints to Telus in the last three weeks have resulted in two free months of service, I wonder what good is FREE service without SERVICE? True, I'm not paying for something I don't have, but paying for something and getting something in return is infinitely better, right? After my (ongoing) experience with Telus, I suggest to all those looking for an internet service provider to forgo the hassle of waiting on hold for hours (seriously) to ask Telus customer service agents why your account still isn't activated, and instead go with Shaw. Oh, and that reminds me... if you follow my advice, you won't have to tell your Telus horror story over and over again and hear the response: "Why didn't you get Shaw?" read more

Can Yelp allow a negative star rating for Telus? Please? After they almost tricked me into signing a contract after I distinctly told them I pay month-to-month, and after waiting hours, literally hours, on hold, I realized that they just can't keep up with the market. read more

So I completely agree with all of the grievances towards Telus mentioned below. I am usually severely disappointed with Telus customer service and have had countless service issues throughout our relationship. However, my most recent Telus experience was more than fantastic so I thought I would share. I bought a car charger for my blackberry curve in Jan 2011. Last week I noticed the wires were loose and it wouldn't charge unless you pushed the wires into the little USB thingy that goes into your phone. I was ready to try and red-green it back together but I thought I would stop by the place I got it at and see if there was any chance they would do anything for me. Well I walk in with my guard up ready for a war. No sooner did I pull out the cord to show the guy when he simply grabbed another box, took out the charger and handed it to me no questions asked. I wish I knew the guys name so I could give him some credit but I was in and out of there faster than I could read his name badge. I honestly was so taken aback by this gesture (and my unusually pleasant experience at a TELUS store) that I started to wonder if something weird was going on in the world that I was unaware of - it was actually kind of scary for a second. Anyway, Telus - this small gesture has temporarily restored my faith in you - for the time being... read more

Today my phone went out in Sherwood Park, Did the typical wait and spent hours on the phone with uneducated page flipping idiots telling me they understand. Told them to quit patronizing all their customers putting us on hold for 1/2 hr to cool off before you finally speak to another page turning idiot that tells you their sorry you don't have phone or Internet. Just do your job so we have phone and Internet and we wont have to talk to you Then I was told by two not one but two reps that it was not because of the problem they are having in Sherwood Park. They could have someone here in seven days. What a joke!!!!!! But they understand and are sorry!!! Again Patronizing. Called again and she said yup we have a problem and we are working on it with NO expected time of repair. Two outright Lies, treated like a little kid.........I understand, I understand. No ONE cares Telus if you understand or not. Give the service you advertise and you wont need to understand your thousands of pissed off customers daily. HHHHHHHHHHHHMMMMMMMMMMMMMm there's a thought to your job. read more

I went in to get two Telus business phones activated. They told me that they work off commission. "If we activate your phone it is like working for free. I don't work for free." The store had 0 customers in it and 3 visible employees. Telus business as a whole has been much better to deal with then Rogers -but I will most certainly not be giving the Sherwood Park Telus store my business in the future. Really poor service, lazy, rude. read more

I would suggest for anyone who is looking into home telephone service, AVOID TELUS. I disconnected my phone service (phoned in Jul 1) to be effective Sep.1. I received a bill for services from Aug. 25 to Sep. 24. When I called in now to remind them that my service had already ended on the 1st, I was told that it would take several billing cycles to clear my account and to just pay it. 4 BILLING CYCLES!! I'm not paying for a service I'm not using. Not only that, but their customer service reps are terrible to deal with and extremely rude. I am finished with Telus - I think there are better options out there! read more

People. DO NOT SIGN up for Telus until they pull their heads from their asses. They are only interested in making sales and money. Their service is pathetic. I live 5 miles from a tower and I still get shity signal. I called customer service and was told I only had a few hours to decide if I wanted to stay with Telus as I was at the 14 day trial point. Try to return a phone at night when you don't even live by a Telus dealer. How does a person that realize on internet and phone just give that up and not have a backup? I will not give Telus any positive feedback. They should have thought about providing decent service in Manitoba before they decided to roll out. They only want to get in and compete with Rogers and MTS as they own more than 80% of the monopoly in Manitoba. It's all about money. Not service. Do not sign up for Telus in Manitoba. It sucks and once you sign that contract you're stuck. Very, very poor service!!! read more