Telus Customer Service

User Reviews, Ratings and Comments

Telus customer service is ranked #180 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 48.21 out of a possible 200 based upon 266 ratings. This score rates Telus customer service and customer support as Disappointing.

NEGATIVE Comments

225 Negative Comments out of 266 Total Comments is 84.59%.

POSITIVE Comments

41 Positive Comments out of 266 Total Comments is 15.41%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Telus

    Customer Service Scoreboard

    • 48.21 Overall Rating
      (out of 200 possible)
    • 225 negative comments (84.59%)
    • 41 positive comments (15.41%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.8 Issue Resolution
    • 2.8 Reachability
    • 2.3 Cancellation
    • 4.7 Friendliness
    • 3.8 Product Knowledge

Add your review!

Posted by Cory


Get talk to anyone was trying for 4 hours and soon ask my contact is up I out

Posted by Anonymous


Nauseating and disturbing - listening to the very depressing TELUS hold music... turned down as much as possible... problem missing agent to come on line...

Posted by Telus Customer


If there were a rating for being one of the absolute worst companies on the planet In a world where any company with a management IQ > '0' recognizes that customers WISH TO SPEAK WITH A LIVE PERSON RATHER THAN DEALING WITH SOME RIDICULOUS IVR SYSTEM is alone enough evidence that TELUS should simply fade as an operating company as quickly as possible.
Unfortunately, that will not happen because they share a 3 company monopoly of Canada so, like Banks and others, are not required to provide competitive product, pricing and any semblance of customer service!

Posted by Death to Telus


Telus has the WORST customer service on the PLANET!!!I am at my wit's end trying to cancel Home Services with Telus. I signed up a couple of weeks ago and now want to switch back to my previous provider as I am not satisfied. I have 30 days to cancel before I have to pay my way out of the contract, or "service agreement" as they call it. Problem is when I try to cancel I end up in a hellscape where after waiting on hold for an hour or so, they keep transferring me from one department to another, and I never seem to get to their "cancellation team". Sometimes when I am on hold for the fourth or fifth time the line goes dead. I call back, and I hold again for a couple of hours then they offer to call me back. The call back never comes. I have been trying for about 3 days, I'm getting nowhere. They are trying to stall until my 30 day free trial is over.

Posted by Anonymous


The worst customer service I have ever had to deal with. Whats wrong with you Telus you make enough money off us as so called customers

Posted by Gc


Hung up after 34 minutes on hold, online virtual assistant won't confirm I'm a human, tried 7 times, refreshed page, tried again, nope, apparently I'm not a human. So as of right now, I would say there is no way to contact telus

Posted by Jorge


After 1 hour call, they hang up, didn't solve my problem, and didn't call me back!!!! The worst!!!!

Posted by Anonymous


My roommate wound up between a rock and a hard place financially after being badly injured on the job. Telus told him he had to pay at least $100 which I readily gave him(and yes, he paid it) as I also use the internet. Today, 2 days before xmas they cut service with zero warning! Do NOT trust them and go with anyone else. And yes, I had to pay the entire bill before it was turned back on. They deliberately LIE.

Posted by Robert


" customer service" ha that's a joke worst company ever in the world to deal with. Anyone with Telus should run and fast because if they haven't screwed you yet they will!!!

Posted by Bioinformatics


I abandoned mts after being over billed, to the tube of, like 2000 dollars, then playing games. It looked like someone perhaps was using my account as a joint business account... Without informed consent. #mts

I love the Telus service, it is really quite amazing that I have the ability to stream a film, using my hotspot!

The only drawback is the hacking, Google pixel has limited options with packet sniffing, which should be automatic today on every device, no one requires a degree to prove hacking, or the 5000.00 to have it forensically analyzed.

So, it would appear a lot of medical communications using bioinformatics and remote sensing still goes on with DoD in Canada...

Posted by Ali


Outright fraud, this is purportedly a large telecom operator and you might think they have some level of customer service and integrity, but none. These guys have costed me nearly two thousand dollar with a promise of zero cost move to them.

Posted by Anonymous


I have had very poor service over the last 2 weeks with my phone service, home services, and home security. I am trying to go with. Tell us for home services which I don't already have. And my mother-in-law would like to switch over. They offer me deals, and then they are not going good for the deal. They offered twice have said OK for service to be hooked up October 27th. Nobody phoned nobody came. They did not show up

Posted by Sickening


Telus is the Worst company I have dealt with in my life, they have absolutely no compassion for their customers. It's sooo very sad ?
I'd rather be without a cel phone and cable then have them as my service provider

Posted by Ozair


I had scheduled landline and internet installation from Telus for my new account and got a call from the technician who said he is on the way for installation. I had left the door open and informed him to come in as it was my prayer time. I heard him call out and during the prayer break I asked him to come in but when I was done praying I did not find him and my door which I had left slightly open was completely shut.

I expected better service from a great company like Telus.

Posted by SPIRITT


Very disappointed with Telus, actually disgusted best describes the runaround I have had this past month , being put on hold forever & then not speaking to the proper rep & put on hold again to speak to another, wasting hours of my time , each time thinking maybe someone will get it right this time...well I was wrong ... landline i have had for the past 15yrs suddenly was out of service...& no one can seem to fix it...today the tech was useless...I am at my wits end to have proper service as I have been a loyal customer for decades...If you are thinking of dealing with Telus....RUN RUN RUN & do not look back...Telus is the WORST OF THE WORST...

Posted by Upgraydez


Telus internet is always losing connection. Why do we pay for what we don't get? Internet through wifi is always losing connection and over data it's even worse! Since I switched over it's been constant problems. Worst decision ever!

Posted by Harpreet


Telus security services and home services sales / marketing team is cheating on customers. They discuss all benifits and get agreement signed but never disclose that one had to pay heavy cancelation charges or penalties to come out of that agreement. Telus is cheating customers. They compared my earlier service providers plans w.r t Telus and showed me savings for $35 /month and now after 1 year of services i want to quit Telus and they are asking for $1300 to cancel or stop my services. This is clearly cheating on customers. I will never ever be a customer to Telus or recommend anyone in future. Further in every forum where I speak will share my bad experience with Telus.

Posted by Dave


Product of tv service horrible

Posted by Adit


I'm done with TELUS. I'm sick and tired talking to a computer that never gets me to where I want to go. I spend more time waiting than talking. Took me over 3 hrs on the phone to resolve my internet issues. And don't believe their 300Mbps. It's a scam. I never get that unless I'm right beside the modem. They send me a video doorbell with inadequate instructions, requiring me to install it. What the hell do the techs do?

Posted by Neillio


Spent 6 hours on phone to try to pay bill and get services I was less than a month not paying them 90 dollars and they cancel account, they want full payment of course I get that but they didn't tell me that account was canceled till I kept asking if services will be reinstated after I pay bill finally told me after payment I have to get transfered to yet another department to basically beg for reinstatement from them, they should tell you up front about quick disconnection and if you will be reinstated or not before I pay, cause I know sure as sh.. after they take money ill be told to take a hike and piss off,that's dirty pool and telus can kiss my a.. I don't care I won't pay them a cent terrible service no understanding of financial troubles no payment options to help spread out cost when I'm broke but will have money soon cause I'm a contractor I don't know when I'll be getting paid long long wait times on phone unhelpful service and unwillingness to help a fellow out makes for a terrible crap company don't use telus they suck
!

Posted by none


Telus customer service is the worst. They have a large number of employees who do not understand English. Second no one knows a company policy, the answers vary from person to person. If you should get through to a human they will to try and sell you something instead of giving you a correct answer. Its funny that a phone company has no phone number you can call regarding a land line. This is why I will never be a Telus customer, they are simply to stupid to earn my business.

Posted by tbone


When I arrived at this site, I read through all the many previous complaints. They were generally spot on. It is almost impossible to get anyone to answer a call unless you have been on hold for half an hour or more listening to their numbing music and woke messages. Do not switch from Shaw. I made a big mistake.

Posted by Durran


I was out of the country for 4 months which I asked them to hold the line so I don't lose it, the agreed amount was 30 dollars, when I came back, found out the were charging me same plan that I had, they suspended my line asked me to pay 700. I don't know where that money came from and don't know what to do, they suck and Worst Customer services I have ever experienced waiting in line for 2 hours and they hang up on me, time to move out, won't pay that money.

Posted by Anonymous


Store employees cannot answer a simple question on how to make voice to text better than the mishmash it is.

Posted by GK


The most terrible service I have ever received. I am so disappointed from Telus's Customer service. After spending 2 hours over the phone no one was willing to listen , emphasize or to help.
Agent name Melodie and Manager Lorrie both were super rude.Talking it over with there incompetent customer service, Both of them did not show any support and did not even try to give us any solution.
When no one was willing to help, i told them I am going to file complaint to CRTC. The Manager name Lorrie said I don't care you can complaint to whoever. I mean wow so unprofessional. And they are just ready to loose their 8 years old loyal customer. I do not recommend Telus for any services.
Good Luck !!

Add your review!

Posted by Anonymous


Would like to extend my Thanks to Faith and Co worker at your Telus location in Penticton on Skaha Lake Rd. They were most helpful in the repairs of my IPhone 14. There was no charge and the work was done in minutes! Very sweet!

Posted by Raghav


Today I interacted with CREISYat telus customer service. She was an amazing personality with very kind and polite behaviour. Very good job. Keep it up ??

Posted by Anonymous


Lawson Mall Saskatoon Telus. Roman delivered exceptional service on Saturday October 28 when I had tp replace my cell phone cell phone.

Posted by Anonymous


I just had my internet installed by a service technician, Vlad Kuznietsov.He was amazing!? He deserves the best rating.

Posted by Angela


I wanted to thank Angela for the customer service I received this afternoon. As a home internet user in Calgary, AB. Canada, I have been very happy with the help I have received. He was knowledgeable, professional, patient and polite, and what else a customer expects from customer service team?

Thank you Angela (hopefully I write your name correctly.).

Posted by Add a Comment


Hi, I would like to thank Telus for fixing my bill issue in a fast and professional manner. Dear Telus, please pass my THANK YOU VERY MUCH to your agent Hema. She was very polite, patient, professional and very helpful. The way she dealt with my issue on March 6, 2023 left a sense of confidence and peace of mind. I dealt with many agents in over than 18 years in Canada. Hema was above and beyond my expectations. Thanks again. Rasim Aghayev. P.S. And by the way waiting for the call back was half an hour less than expected.

Posted by Anonymous


Thanks to Katie Conboy
Perth store

Posted by Anonymous


Dec 10th 2022. I visited your Guildford Town Center store. I was looked after Kelsey
your service rep. She was the most professional and polite rep I have ever met.
Having lots of business experience I congratulate you for a great choice.
Thank you Kelsey.

Posted by Johnathan Antonio Torres


I want to give one of your employees Johnthan Antino Torres who works in my home security and retention a big thank you for taking the time and patience to resolve my issue. This gentleman is a great asset to your company and his service was excellent. This employee was friendly, patient and I don't know him but believe me if I was the owner of this company I certainly would award him as he is one pleasant caring gentleman. He truly deserves a gold star and a days pay for his service he is remarkable. I have been a manager for many years in my early years and if he ever came to my business I would love to have him as an employe. Thank you Johathan for you truly are a gem to this business. Thank you so much for resolving my issue am making me a priority as I am grateful to you and will always remember you. I hope all your customers are satisfied as much as I was I hope you go far in life as you deserve nothing but the best
Mary L Pastuck

Posted by Security Camera installation


This am we had a re-do on our new security camera installations. Your agent, Reid was very professional, knowledgeable, and informative. Kamloops, bc. Please pass this on.

Posted by Hi


Danny was THE BEST! He deserves 5+ star rating. He was so kind and made conversation throughout the whole process! Danny went above and beyond.

Posted by Andrew


My utmost appreciation to technician Farzad who promptly responded to my internet connection problems at 12036 66th Ave in Surrey today 2nd Sept 2022. I switched to Telus in December last year and I think I made a right choice. More so with technician like Farzad who attended to my needs as I'm working from home and totally dependent upon a consistent internet connection. Thank you so much Farzad.

Posted by Anonymous


"George in Montreal on the help line was exceptional. Can't say enough about how patient he was helping me to reset my telus cable box. He stayed on the line for 1.5 hours helping this 85 year old women out. I did not believe I could fix the problem, but George gave me the confidence to do so. It was nothing we had done wrong, but in fact Telus's problem. Thank you Anne Bounds.

Posted by Rohit


hi.i like to thank the tech person Rohit for the great job that he did while fixing the problems we had with our home optic tv,excellent customer service.

Posted by Anonymous


I am very impressed with the Technician who installed my internet and optik TV yesterday.
The work was very net and in standard.He did a good job.

Posted by Ben


Had Telus tech , Gokuh, come out to install internet. He spent over an hour checking and rechecking internet connection. His patience in troubleshooting each outlet was appreciated. Gokuh explained that my expected modem placement was not ideal and made better suggestion for stronger connection. He diagnosed previous port as faulty. Thank you Gokuh for your explanations and patience.

Posted by Magdalena


I am a customwr from , WINNIPEG, MB, CANADA. I wasn't able to answer the survey after our call and I feel bad not to give a plus plus star on how MAGDALENA assisted us with our concern. we were supposed to pay off our plan so we can start a new one but she went above and beyond to assist us and ended up making our day. She is experienced, has a vast knowledge on the services and offers, and handled everything smoothly. Thank you Telus, and thank you MAGDALENA for the great service.

Posted by Anonymous


Today my fiancé and myself attended your Telus location in the Burlington Mall, Burlington Ontario. My fiancé is a long-time customer of Telus and I am a new customer to Telus. We were met by your customer service rep 'Dylan'. Dylan was extremely helpful in outlining the available options for our mobility requirements and detailed the associated costs. He sought the best pricing for our needs. Once our decision was made on which phone and plan to purchase Dylan walked us through the step-up and download from our old phones to the new ones. His demeanour and professionalism was second to none. We truly appreciated his help and hope his efforts are recognized. Thank-you.

Posted by Anonymous


I would like to congratulate Sara for the way she handled my problem this morning the 14th of Feb around 10 am I really appreciated her help and neglected to fill in the report afterwards --Thanks Sara- Bill Richens

Posted by Anonymous


I'm surprised to see that Telus's customer service rating is so low as I have had nothing but excellent customer service for a variety of issues over the past few years. This didn't used to be the case but I've noticed major improvements and always have more than satisfactory service, very friendly and helpful, polite.

Posted by Barb


I had a Repair man from Telus come out and fix my land line phone to day and while he was here he also fix my remote for my TV thank-you Ed great service, much appreciated I have been with Telus since 1967.

Posted by bcweatherman


Had an issue with a 200 dollar promotional discount that didn't get applied to my account (first billing) & I got an unexpected bill for $250. (didn't think I'd anything to pay so didn't open the first bill) Sales rep told me he would get it resolved... a few days went by without hearing from him, so I paid it, then I got a disconnection notice 2 days later. Chat line told me I was #45, and I took a long time to get through on the phone, but the rep was very friendly when I finally got through, & resolved the issue. Reachability was a problem for me.

Posted by Kelly


I am very satisfied with Telus because of their customer service employees whom actually listen first, then find an amicable solution for me.
Wait time calling is within a few minutes. Service personnel are prompt.
I stay with Telus not because of the products they offer....like their competitors, I remain a customer solely due to the World Class Customer Service I receive.

Posted by Anonymous


The Telus service technician, Dave, provided service for us in a way that exceeded out expectations. He was prompt, very courteous, experienced, very knowledgeable about satellite tv setup and reception. My wife and I have been full Telus customers, all bundled up, for many years. And the reason for this is the great service we have enjoyed from Telus, over those years. And Dave was simply excellent in all respects, convincing us again of how happy we are with Telus.

Posted by Anonymous


Just want to say a very special thank you to ahmed. Recently moved and ahmend hooked up everything. Telus has an awesome service provider in ahmen. Cant say enough. He was so wonderful to deal with. Made my move so much easier. Thank you Thank you.

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