Telus complaints, customer care and support service

The Telus Corporation was founded as TELUS Communications, a holding company, in 1990 by the Alberta provincial government. The company was created to facilitate the privatization of the Alberta Government Telephones Commission, which was a crown corporation at the time. Five years later the company acquired Edmonton Telephones Corporation and became the sole telephone service provider in Alberta. In 1999, Telus merged with the British Columbia Telephone Company (BC Tel), changed their name to Telus Corporation and moved their headquarters to Vancouver, BC. This merger made Telus the second largest telephone company in Canada. In addition to phone service, the company provides internet access, entertainment, satellite and IPTV television.

Telus Customer Care Service

Telus takes good care of its customers. You can find help online, anytime, day or night. Select the topic you are interested in and click the link. Service is available in all ten provinces and three territories – wherever you live in Canada, Telus is there to serve you. You can contact the support team through live chat at any time. For email support, you must log into your account. The online help center is geared towards your location, for example, if you live in Newfoundland, you will be directed here.

You can call Telus about your mobility account toll-free at *611 on your TELUS mobile phone or 1-866-558-2273, Monday to Friday from 8 am – 10 pm and Saturday and Sunday from 9 am – 8 pm. Times are local to your province, so if you live in Ontario, the times are EST.

telus-logoFor home phone, internet and TV inquires, call 1-888-811-2323 toll-free, Monday to Friday from 7:30 am – 9 pm, Saturday and Sunday from 8 am – 8 pm and statutory holiday from 9 am – 8 pm, local time.Technical support is available around the clock, 24/7. Alternatively, you can write to:

TELUS Client Care at
PO Box 7575 Vancouver,
BC V6B 8N9

Hundreds of Telus stores are sprinkled all over the country, plus you can buy Telus products and services at many retail stores, such as GT Wireless and Blue Water Office Equipment. Use the store locator tool to find a convenient location near you.

Find out what’s hot and what’s yesterday’s news by connecting with Telus on Facebook. Keep on top of the latest and greatest deals and discounts with Twitter and read all about what’s trending on Google Plus. Whether you want to know what’s playing at your local theatre or want to check the weather in Fiji, connecting with Telus connects you to the world.

Customers' rating

54%

3/5 (26)
3.2/5 (26)
2.9/5 (26)
2.1/5 (26)
2.3/5 (26)

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29 Reviews
  1. Heather Clebo 3 days ago

    No email address for customer complaints. But then, if my service sucked as much as Telus, I’d hide too.

    Telus so sucks, they keep raising the rates for abysmal speed and service.

    They won’t even let you KEEP YOUR PASSWORD WITHOUT HARASSING YOU ON EVERY LOGIN.

    FXXX XXX TELUS. I’LL CHANGE MY PASSWORD WHEN I WANT TO ! (YES, I’M SHOUTING!)

    Telling this to the poor foreigner providing ‘customer fob off’ would be useless.

    This is probably useless also – that’s another reason I hate telus.

    They just bill you, ever increasing rates, and ignore you.

  2. bob 2 weeks ago

    Not good wish i had never switched from Shaw. Soon i will have spent many hours trying to get done what should have been ok in the beginning.

  3. Frustrated Telus Customer 3 months ago

    Telus: The Future maybe “Friendly”, but the Present ISN’T WORKING. Get your act together and deal with customers in a timely fashion (i.e. less than a 1 hour hold-time).

  4. Duane Baumgartner 3 months ago

    After trying to update my TV channels online without success I tried to phone the help desk. After 2 different evenings of waiting 45 minutes on hold and this morning waiting over on hour I give up. I never did get to speak to a real person. I guess I will not be buying any more channels from TELUS

    I would suggest that with long wait times like that you need to hire more people for support!! I rate your help desk at a minus value!!

  5. Ernie Beart 7 months ago

    I have to say that if I could change to a different email supplier or any other telus products I would do it in a drop of a the. Trying to get through for tech support is a laugh I am put on hold and I have more of a life than to set on hold with telus I need to have my email account cleaned up and I am not a computer tech .So if my email account get over full I gues I will just have live with it NO HELP FROM TELUS
    Ernie

  6. keith crosby 8 months ago

    No Telus cable since last evening. Tried to call Telus customer service this morning but nothing other than a complex line of numbers that get me no where. Would be great to have a number I could call to speak to a human rather than a recording and simply ask for advice, or perhaps even s- service repair at the home.

  7. Don Doherty 9 months ago

    Very, very disappointed at trying to reach technical support. Have a satellite bok. Awaited 3 times for over 1 he for each call. The last call I waited 1hr 45min to know avail.
    That is not customer or tech support,by any definition, of service or customer appreciation. Finally the connection was made and the service rep said he did not much about satellite TV. I believe he tried to help but we could not make my new TV to connect with the satellite box.
    The rep said he would call back to determine a service appointment. There a call I missed. Hope he calls again.
    This has been a sorry situation. For a major corporation to make callers wait a significant time waiting and tying the telephone up,makes one think that a new service will and should be considered.
    Don

  8. Derek Richer 9 months ago

    My home phone is not working, and yet my bill is paid in full, with more on the way for next month. I have contacted the chat line, but so far have received no assistance with this. I was supposed to receive an email from support, and so far no help has come. I do not have a phone with which to call the support line, and thus my phone remains inoperative – a pressing concern for me since I need to contact my parents immediately. I am very disappointed in the service. I expect my phone to be up and running pronto. I have been a loyal Telus customer for a long time, and am now questioning why I should have bothered, since the company does not seem concerned about ensuring that I am served well.

  9. Wayne Cust 10 months ago

    Trying to get hold of agent for telus tv and Internet repair is a joke. They say to leave your number and we will get back to you in 45min. That was at 1pm and it’s 4:45 now and still waiting on them. BECAUSE of this poor service my wife has to drive in bad weather to go to work because Internet not working and can’t get a response from TELUS.

  10. Leah 10 months ago

    I am extremely frustrated, trying to contact Telus. Yesterday I managed to get through, but the rep was unable to send me an email to confirm my email, and suggested I chat, but the chat times out before I reach the front of the queue. The only # I can find 1-888-881-2323 “is not available in (my) area at this time”. The login is telling me my name does not match their records (!). What am I supposed to do? I want to access my bill online, but am unable.

  11. Gail Walt 11 months ago

    today than i was yesterday as i talked to a rep (carlos in guatamala) for over an hour but he was able to reduce my bill by $35! my contact name for telus is “telus 2 b****”…so might have edit it…hee hee i have internet/cable/landline/cell all with them and he kept saying “as a loyal customer”,he could reduce this for 6 mths and that for 3 mths so i said thanx carlos! i also warned of move from 3rd fl to main fl and he was able to check to see that main fl apt has a “service path” and if i need a tech to come out i wont have to wait as long as 7 days for service but just a day or two and he waived any “moving fee” costs…i have been the “squeaky wheel” calling them before and did get a small discount and def will be calling them again…thanx telus!

  12. Gail A Ryley 11 months ago

    Well, Trelus was suppoe to credit my account in November for 450.00, Nelected to do so. As of December 27, 2016, 10th call to Telus in 3 days. Total hold time 8 hours so far. Requested 5 call backs from the Escalatons Department and still no call. At the point of cancelling whole plan and suing Telus for breach of contract.

  13. Carrick Lebrecht 11 months ago

    Absolutely stunningly terrible customer service.

    The vast incompetence I have had to deal with over the last six weeks is standing. Almost impossible to reach anyone, if you actually do succeed in under a few hours they will most likely drop the call in which case you have to r repeat the entire painful process.

    Promise to calls and fixes and updates are never completed and there is again virtually no ability to contact them without spending many many many hours on the phone each time.

  14. Ken 12 months ago

    The service (or lack thereof) from telus cannot even be described. I am on my 3rd day off WITHOUT pay waiting for the scheduled install to actually show up. I get email confirmations ensuring someone will be here, then nothing. I’ve called in 5 times and have never gotten a hold of a real person; shortest wait before giving up was 46 minutes. When so many companies have such amazing customer service, how does telus still exist????

  15. A 12 months ago

    Wait times are unbelievably slow, I’ve been trying to call since last night and still no answer. Absolutely pathetic!! What a disservice to their customers. I’m changing providers once my renewal comes up!

  16. MJ 12 months ago

    An hour wait, with no option for a call back? Really? That’s unacceptable service.

  17. D Vincent 1 year ago

    TERRIBLE TV RECEPTION FOR THE PAST WEEK OR TWO. STOPS AND STARTS. NO PAUSE, REWIND… WE ARE GETTING FED UP!!!!

  18. claudia 1 year ago

    I heartily agree with all the reviews. No way to let them know my land line is down. At least 45 min wait to talk to a live body – always!!! Maybe some of the Telus management should read these reviews!! Pretty wretched customer service !

  19. bet 1 year ago

    Terrible trying to find a contact email to report a home phone not working. There is NO CONTACT # FOR A HOME PHONE NOT WORKING. How do you report it with no cell? No help at all. Awful service after over 50 yrs of being a customer.

  20. Maria 1 year ago

    Terrible service. Tried to open a mobile account the operator couldn’t process credit card call the bank no record of transaction conclusion the Telus operator could’t punch the right numbers being very rude and blaming me in the process. Satellite TV waiting time to find why two news channels disappeared over 45 min ( the regular receivers reboot did not work). High speed internet is only fast during off peak hours. After using Telus for 15 years I have enough and will be switching to different company.

  21. Bryan Benn 1 year ago

    every time I call, the hold time is longer than 45 mins and i don’t have a security pin # set up. That is part of the reason for my call, so i actually have to sit on hold for the full time. Last time, hold time was 30 min, and i sat there for over an hour and no response. I work during the day where i cannot spend a hour on hold, They are closed when i have the time.
    The other reason for my call, is to discuss some charges to my bill that i cannot see, because they email them to me, and i cannot set up a telus account without having my bill #. WELL, they block my acct number on my emails, and they don’t mail them to me, and i cannot set up my telus to view my bill without having the bill #. So, i am left stuck on hold waiting to ask an agent what my bill # is so i can complete that part of the process, and then, discuss what it is on my bill that made it over double the contract monthly agreement.
    AWESOME, to say the least !!!!!!!!!!!!

  22. Rosemarie Garvey 1 year ago

    I have had no success in using the mobility service to top up my account. It consistently refused to accept my 4 digit security number nor the birth date numbers I have entered. As it won’t accept either of these numbers, it is virtually impossible to speak to a human being.

    I am totally unsatisfied with this process. I am seriously thinking of going elsewhere for my mobility services.

    Rosemarie Garvey

  23. Bob Walden 1 year ago

    No service. No help. No nothing

  24. Mekhala 1 year ago

    I dread calling Telus, as I have to stay on hold , feels like forever
    I have been on hold for more than an hour every time I call..WHY??
    I think the customer service needs improvement and really sucks

  25. AARON BOWERSOCK 1 year ago

    VERY UNHAPPY WITH THE WAIT TIME WHILE I HAVE ALARMS GOING OFF ON MY FIRE PANNEL DUE TO A COMMUNICATION ISSUE. RECORD PROFFITS FOR THIS COMPANY AND NOT ENOUPH STAFF? sorry but very unhappy.

    • Anton 1 year ago

      Agree one-hundre-per-cent!!! I am in your exact position.

  26. Daniel Thompson 1 year ago

    Telus support services for all levels of clients is extremely poor. People have to be on “HOLD” on phone for over an hour or more. Even for Corporate Clients the wait time is over 45 minutes.

    Telus needs to employ more CSRs and the right number of CSRs to support customers and corporate clients.

  27. Ron 1 year ago

    Technical support will answer you after 2 hours waiting period , you sucks telus

  28. Peter 1 year ago

    For a company in the communications business, having to wait over 45 minutes for Customer Care to call me back is laughable!
    Hire more staff Telus!

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