Telus complaints, customer care and support service

TELUS is a Canadian telecommunications company that offers a variety of products and services throughout the country. For over two decades TELUS has expanded their portfolio to include internet access, entertainment, mobility, and television. The company caters to residential clients, businesses and large enterprises.

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 offers so many services that having an organized technical support department is necessary to satisfy all clients. At the moment TELUS offers client support via email, phone, social media and live chat. They have many direct phone lines to specific departments as well as international phone lines available.

This article aims to familiarize you with all the important departments and their direct phone numbers. Instructions are also provided on how to reach TELUS’s customer support representatives via live chat or social media. There are also some tips on how to solve problems on your own and avoid being put on hold.

Contact TELUS Support via Phone

  • Mobility Services: 1 866 558-2273 or dial *611 from your TELUS mobile device. You can reach a representative between 8:00 AM and 9:00 PM from Monday to Friday and between 08:00 AM and 05:00 PM on weekends
  • Internet and Phone Services: 1 877 710-0404 you can dial this number between 8:00 AM and 6:00 PM EST Monday to Friday. This number is for all regions except Quebec
  • Business Connect: 1 844 626-6638 this number is available from 8:00 AM to 5:00 PM Monday to Friday for billing inquiries. Technical support is provided 24/7
  • Business ADSL Internet and Phone Services: 1 800 361-3311 you can receive technical support from this line 24/7 or call regarding billing and account issues between 8:00 AM and 5:00 PM on weekdays.
  • Business Fibre Internet & Business Optik TB: 1 877 352-0898 you can dial this line for billing and account inquiries between 8:00 AM and 5:00 PM on weekdays. For technical support regarding Fibre Internet and Optik TV, you can call 1 888 310-2267 which is available 24/7
  • Quebec customers: 1 877 520-1212 is a phone number reserved for Quebec and it is available from 8:00 AM to 5:00 PM from Monday to Friday. You can dial it for wireline information during the specified work hours or use it for technical support assistance 24/7.

TELUS also has phone lines set up for international callers and for callers from within the US. Technical support is available 24/7 on both lines. For general enquiries the lines are open from Monday to Friday between 9:00 AM and 10:00 PM and on weekends between 9:00 AM and 8:00 PM.

  • International Number for TELUS Mobility: +1 416 940-5995
  • US number for TELUS Mobility: 1 866 771-9666

Support Callback

telus-logoThis interesting feature from TELUS allows customers to submit a request and wait for a support member to call them. You can fill the form with the required information depending on your status. The forms have different fields for residential clients and businesses.

After filling out your information, you have to choose one or more products or services you need help with.

  • Mobility
  • Bundles
  • Internet connectivity
  • Cloud phone solutions
  • Cloud contact center solutions
  • GPS, M2M
  • Email, web Hosting, and collaboration solutions
  • Cloud and managed IT services
  • Security solutions and consulting services
  • Push to talk
  • Toll-free, long distance, and fax
  • Other

To further narrow down what department is best suited to help with your problem, you can tick a few more options.

  • Billing and account queries
  • Renewals
  • Account or product cancellations
  • Technical support
  • Faults and repairs
  • Other

All of the previously mentioned options can be connected. There is also a text box which you can use to add more specific details about your issue. Once your request is submitted it can take up to 48 hours to receive a response. Because not all departments work weekends, the 48 hours response time is calculated in business days.

Contact TELUS Support via Email

You can track or ask for additional information on the status of your orders. You can do so by sending an email with your order confirmation number to TELUSorders@TELUS.com.

Contact TELUS Support via Live Chat

You can choose between two main categories: Mobility, home (residential). Each of them has a list of topics you have to choose before you can start your conversation.

Mobility

  • Login and registration
  • Technical support
  • Buying or upgrading a phone
  • Billing or customer service

Home

  • Login and registration
  • TV technical support
  • Internet and email technical support
  • Home phone technical support
  • Satellite TV technical support
  • Billing or customer service

Once you’ve selected your topic, you will also have to provide your name and contact number before being assigned a representative you can chat with. The live chat feature is not for relocation or cancellation services.

There is no TELUS live chat support for businesses. Only email and direct phone lines are available for businesses and large enterprises.

Contact TELUS Support via Twitter

The official social media support page for TELUS is @TELUSsupport. Customers can tweet and send private messages to communicate with a human representative. The hours of operation are from 04:00 AM to 10:00 PM PT Monday to Friday and 08:00 AM to 04:00 PM PT on weekends.

A link to TELUS’s official forum is also provided on their Twitter page.

Browse Support Articles

The TELUS support page offers many guides and articles dealing with already solved common issues. Browsing through them or using the search feature can save you a lot of time. Some of the topics can come in handy especially outside of live customer support hours.

The TELUS Neighbourhood is similar to what other companies refer to as a community forum. On TELUS’s forum, you can talk with and ask questions of other members, clients as well as staff members. The forum expands on many of the topics found on the support page, and it also deals with any new issues that may come up.

Language Support

TELUS offers English and French support for their entire website, including the support page. To switch between languages and regions, you can use a button in the upper right corner of the website.

 

Customers' rating

53.8%

3/5 (29)
3.1/5 (29)
2.9/5 (29)
2.1/5 (29)
2.3/5 (29)

Share your experience with Telus customers support service

Submit your review of the Telus customers care service. Your e-mail address will not be published. All fields marked with * are mandatory.

*

30 Reviews
  1. Alberto 4 days ago

    I like the way they handle customers. A good service indeed

  2. Heather Clebo 10 months 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.

  3. bob 10 months 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.

  4. Frustrated Telus Customer 1 year 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).

  5. Duane Baumgartner 1 year 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!!

  6. Ernie Beart 1 year 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

  7. keith crosby 1 year 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.

  8. Don Doherty 2 years 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

  9. Derek Richer 2 years 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.

  10. Wayne Cust 2 years 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.

  11. Leah 2 years 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.

  12. Gail Walt 2 years 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!

  13. Gail A Ryley 2 years 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.

  14. Carrick Lebrecht 2 years 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.

  15. Ken 2 years 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????

  16. A 2 years 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!

  17. MJ 2 years ago

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

  18. D Vincent 2 years ago

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

  19. claudia 2 years 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 !

  20. bet 2 years 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.

  21. Maria 2 years 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.

  22. Bryan Benn 2 years 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 !!!!!!!!!!!!

  23. Rosemarie Garvey 2 years 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

  24. Bob Walden 2 years ago

    No service. No help. No nothing

  25. Mekhala 2 years 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

  26. AARON BOWERSOCK 2 years 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 2 years ago

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

  27. Daniel Thompson 2 years 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.

  28. Ron 2 years ago

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

  29. Peter 2 years 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!

Leave a reply

Your email address will not be published. Required fields are marked *

*

Rate your experience with the customer care service

Telus Frequently Asked Questions

The most popular questions submited by Telus customers. Can't you find a solution to your problem? Submit a new question!

Sign-up

or

Sign-in and ask your question. You do not have an account yet? Create a new one!

or

Log in with your credentials

or    

Forgot your details?

or

Create Account