Telus Communications

My complaint in this area relates to failures in ***'s support and escalation systems. When I attempted to escalate my issue through ***'s official escalation form, the form repeatedly returned an error and could not be submitted.

This prevented me from accessing proper escalation channels. Additionally, I experienced repeated issues with callback systems, including incorrect contact numbers being entered and system errors that prevented requests from being completed. I made multiple attempts to resolve these issues through chat and phone support, but was unable to obtain assistance due to these system failures and long wait times. These issues have significantly impacted my ability to resolve my account concerns.

My complaint in this area relates to how TELUS has handled my account during a period of financial hardship. I have made multiple attempts to arrange a manageable payment plan and have made partial payments in good faith. Despite this, TELUS has not provided a reasonable or flexible arrangement and has indicated that my services may be disconnected. While my account has not yet been sent to collections or reported to credit agencies, the current handling of my account will result in service disconnection April 3, and potential negative credit impact.

I am seeking a temporary extension that would allow me to bring my account fully up to date by April 15, 2026, at the latest, when I expect to receive funds. I first contacted TELUS in January 2026 by phone to request a payment arrangement. Since then, I have made multiple attempts to resolve the issue through online chat and phone support throughout January, February, and March 2026. These contacts often involved long wait times and did not result in a resolution.

In March 2026, I also attempted to use ***'s escalation form, which failed due to repeated errors and could not be submitted. On March 21, 2026, I contacted TELUS Executive Relations by email and followed up on March 24, 2026, but have not received a response. Despite these repeated efforts through multiple channels, I have been unable to resolve the issue. TELUS representatives responded inconsistently and were unable to provide a workable solution.

I was initially told that I could not set up a payment arrangement until my account became delinquent. After following up, I experienced long wait times and was often redirected between departments without resolution. When I was eventually able to set up a payment arrangement, it was limited and inflexible. After making the first payment, I was unable to meet the second due to my financial situation, and *** declined to provide any extension or alternative arrangement.

In addition, there were instances where representatives indicated that services or plan changes would be made, but these were not followed through. I also attempted to escalate the issue through ***'s escalation form, which did not work, and by contacting Executive Relations via email, but I have not received a response. I am unsatisfied because, despite multiple good faith efforts to resolve this, *** has not provided a reasonable or compassionate solution, and my services are scheduled for disconnection as of April 3, 2026. I am seeking a temporary and compassionate resolution to allow me to bring my account fully up to date.

Specifically, I am requesting an extension of my payment arrangement until April 15, 2026, at which time I will be able to pay the full outstanding balance, as well as the following month's charges, bringing the account fully up to date. I am also requesting that my services remain active and not be disconnected during this period. I want to emphasize that I am acting in good faith and am committed to resolving the balance in full. This is a temporary financial hardship, and I am making every effort to address it responsibly.

A reasonable extension would allow me to stabilize my situation without losing essential services. My daughter and I both have medical conditions and disabilities that require access to a phone, and all of our phones are with TELUS under this account. I have filed a complaint with CCTS, and *** has not even responded to them yet. All I am asking is for an extension until April 15, 2026, at which time the account will be brought fully up to date, the next month's balance will be paid, and this payment will be done online, so it will be instant.

As a customer since 2010, I don't think that this is a lot to ask. We have had such terrible service that we are considering switching to another provider at the end of our contract.

We have had high-speed internet for 7 years with ***. While I certainly have a number of complaints about the last upgrade they sold me on not coming close to what they said, this isn't about that.

Out of the blue, without changing a thing, I can no longer log in to my online account to see my bill, which is only digital. Their customer service is laughable. That they even call it 'service' is as comical as it is painful. Many calls, or attempted calls.

Did everything they asked, nothing, no wait, they did remind me I have to pay the bill. They don't have any issues with taking my money. AI is such a joke, wait, I'm not laughing.

Why do I have to still give them one star? None is the appropriate option.

Hi,

I have been having problems with my cable service with you, TELUS. I have tried to call your customer service, but that is a joke—staying on hold for 1-2 hours before getting help, and then when they can't help or I ask for a supervisor, I get put on hold indefinitely. When your customer service is in *** or the *** and nothing in ***, what do you expect but bad service.

My issue is my cable and internet. My cable takes longer to change channels than it did before, and many times the channel will change on its own without pushing any channel selection. You also add many channels for free, but they are garbage to me, like having 8-9 game shows and other channels that are of no interest to me. As for my internet, when I run a speed test during the day (7:00 am to 10:00 pm), my speed is 410 to 425, but when I do a speed test from 10:00 pm to 6:00 am, my speed is 925 to 950. I have the high-speed internet with you, and this doesn't make sense for the difference. We have your optic cable, which is supposed to be dedicated to our house only and not a shared cable system, but the numbers show me that my internet is being shared, which your salespeople told me that your cable system is not shared.

Please do not try to BS with your lame excuses; I have had cable and internet for over 20 years, so I am very familiar with how they work. I have had these issues with you ever since I renewed my contract last summer. If you can't or won't resolve my issues ASAP, I have no choice but to cancel my service with TELUS and go to another service.

Regards,

***

Every time I call TELUS customer service I am on hold for 1-2 hours, it doesn't matter what day of the week or time of day it's the same. Then when I do talk with someone they are in South America or Philippines and when I tell them my problem they try a little to help and when they can't help they put me on hold again for another 2-3 hours or until I hang up because I am to tired of being on hold.

I still haven't had my cable and internet problem fixed yet because I can not get anyone at TELUS to answer the phone to fix my problems. I want out of my contract but i can't without pay cancellation fees