I have been a Telus customer for a year and two weeks, with a Blackberry Curve. During the past year I have experienced numerous dropped texts and have called their technical support roughly 7 times, the first few were placed with in three months of having my phone. I have asked the technician on numerous times if it was my handheld and was assured it was a network/server problem. On the one year anniversary with Telus I was having more problems and spoke with a customer service rep who transfered me once again to technical support, however this time they escalated it and I had to wait three day's for a response-putting my phone now past warranty. I called again two weeks later and again had it escalated-this time I am being told that it is my handheld device and that I can pay $300 for a new phone without extending my contract or pay $240 to buy my phone out. I don't want to pay for a phone that never worked as I've been paying full price for partial service for the past year. I have been told there is nothing they can do beyond that. I am livid. Any advice would be greatly appreciated!

Yesterday, I had the very unpleasant experience of being yelled at, told repeatedly 'you are a
grown up', interrupted, asked if I always see the glass half empty, asked if when it rains if I
ask the radio station for a refund on the forecast, told I should be very grateful that Telus had
already reversed $170 worth of the bill in question, and that I had no reason at all to be angry
because Telus is a private business in the business of making money.

Amid everything else, she insisted on comparing calls from Montreal with calls from China, because 'the principle is the same' and, dripping with sarcasm, said 'ooh, we're getting personal now' after asking me where I thought my responsibilities lay. After repeatedly explaining what my complaint was, she continued to talk about the part that was my fault and how it was entirely my responsibility while ignoring the core of my complaint. She explained repeatedly that Telus policy was this or that, and that all the information is readily available on the website. For nearly an hour.

A charming experience, I promise you.

Until yesterday, I had several reasons not to conclude my business with Telus, or Telus
Mobility and many reasons to stay, and today I have very many reasons to leave and none to
stay. Until that conversation, with a very sarcastic Customer Care Associate, or whatever her
title is, I actually felt it was reasonably important to me to keep my email address of more
than a decade. I do not feel that way anymore.

The core of my complaint is that when I called to find out the details of a long distance charge on my cellphone bill, I found out that instead of excellent customer care that I thought I had received regarding a long distance issue with my daughter's phone a week earlier, I had actually been given a mere increment of 500% of what it could have cost. Better, true, than the 1000% it had been... but of all the weasely and obnoxious manoeuvres I have encountered after the fact, this one wins.

My daughter was in Montreal, and based on what turned out to be outdated information (me calling her as one of My5 was billed to her number as long distance, as well as her calls back to her local area. I agree, I was confused when I expected the long distance billing to be the same as it used to be: call a local-to-your-area-code number and you don't pay, call a long-distance-to-you area code and you do. The last time I was out of my area and calling, this was the information I received, and I was billed to talk to the woman at the home I was standing in, and not when I called my house –but since my house is one of My5, and the number I was calling was certainly long distance to my phone, you can see where the confusion arises...) my daughter's account had 50% of the long-distance billed reversed.

Which, at the time, I thought was generous and beyond what was necessary.

Imagine my surprise, then, when the rep I spoke to about how to find the Airtime Details (no,
it's not under Airtime Details on either of the two 'View eBill screens', it's under View PDF,
which every normal human would obviously expect), he said 'next time she goes she should
get the $40 unlimited long-distance plan.

Pardon?

You mean that at $40, she could have phoned everyone she knows in Canada for her entire
minute allotment that month, at no additional cost? You mean that the 982 minutes billed at
35 cents a minute is nothing more than making sure Telus squeezes 100% of whatever possible out of every single customer. And I should, according to Georgia your sarcastic customer service rep, feel grateful for only having to pay five times the package amount?

Having spent a number of frustrating hours trying to navigate the website, and not ever having called *611 for less than 10 minutes, no matter how simple the question might be (it took nearly 12 minutes just to get the corporate mailing address), I can't tell you how surprised I was this
morning to find out that it just gets worse.

I finally managed to find the add-on long-distance packages on the website (add-on might
make sense to someone, but I expect to be able to find 'long distance' under 'service' because,
it's a long distance service... or perhaps 'packages' because it's a package) and I find that the
company makes a profit doing business at $15 for unlimited Telus-to-Telus calling within
Canada. So, even the $40 is nearly three times what is, according to their business plan and
service pricing they offer, necessary for for them to make a profit.

Both cellphones are under ongoing contracts, and I will not be paying ten cents to cancel either before they expire, but they will not be renewed with Telus Mobility and as a direct result of their crap service, I will no longer be dealing with Telus in any way --not Koodo, home phone, or the new Telus TV I was looking forward to getting this fall.

I owned the LG Chocolate Flip about a year ago through Telus Mobility. Shortly after my one year warranty ran out the phone started to break down (buttons didn't work, dropped calls, and so on). So my first thoughts were to get a new phone, thinking Telus would help me out. Without doing any consumer research I purchased the LG Keybo 2 with $150 off from Telus. I still ended up paying $178 to buy this phone but what choice did i have? I need a cell phone, much like a large percent of the population. I bought the phone September 2009 and the first few months were like a honey moon, then in February the battery stopped holding a charge. I phoned telus and they asked me to phone LG who told me to phone telus. Finally telus agreed to send me a pre-paid box to have my phone fixed and told me i would have to pay reactivation fees of 38 dollars twice (once to reactivate my old Chocolate and again when the Keybo 2 made it back) but the box never came. I eventually forgot about it because my Keybo was suddenly working fine again, the battery would hold a charge for 5 days.
About three weeks ago my battery stopped holding a charge, again! And it was considerably worse this time, only holding a charge for about three hours. I let it slide for about a week, thinking it would fix itself again but it didn't. I finally broke down and phoned Telus who told me they wouldn't back the warranty because it's not the phone itself it's the battery. The (rude) man i spoke to then told me i would have to buy a new battery for about 80 bucks. i was furious. i had spent an hour on the phone with telus, was treated like an idiot for even asking them to send me a new battery and then when i asked to speak to a manager or supervisor i waited on hold for ten minutes and was hung up on.
I finally got a new battery through an under-the-radar company (C and I tech in Guelph) my mom's company gets their Telus customer service through. They were very nice and gave me a new battery for free. I'm not sure this battery is any better (i got it tuesday it's now thursday and it's already died once) but i didn't have to pay for a battery that is still under warranty. And now i'm stuck with Telus, the "network problem", "won't back our products", "pay up the bum for our plans and products", company for the next three years. If you managed to read through this entire rant do yourself a favour, do not sign ANY contracts through Telus, you will strongly regret it!

On February 28th 2010 my fiancée and I went to the Telus Store in Scarborough Town Centre. We wanted to know what offers were available to us seeing that our contract was up for renewal March 20th, 2010. We gave the store rep our account info and he told us based on our account we were eligible to get the Samsung R540 for $0 on a three year term... (We’ve now been with Telus for 6 years and the best they could do was to give us $50 off what was being offered to new customers). To say the least we weren’t really interested in this offer. I asked what type of offer they could make if we wanted iPhones. We were told that Telus wasn’t allow to discount the iPhone any further than what was already been offered to new customers, the best they could do was give us free $50 Bluetooth headsets. So the iPhone G3S 16GB was going to cost us $199 each on a 3 years term, so we said fine... (After all this is standard across most carriers). Now it came down to the monthly plan, because we didn’t have Smartphones before we only had a voice plan which for $72 (taxes/fees included) for both of us included: 200 daytime minutes each, unlimited evenings and weekends start from 6pm, unlimited Telus to Telus calling, Caller ID, Voicemail 3, 1000 call forwarding minutes each, per second billing & detail billing (no text messaging - that was 15 cents per). So I asked if we could keep our current voice plan and add a data plan, the rep told us that was not possible, we were told that we had to take a voice/data plan package. The rep show us the couples plan... so to get what we already had in our old plan with the addition of 50 more minutes, 3GB of data and unlimited text messaging it was going to cost us $170 a month ($100 for the plan, $7 each for 6pm early evenings/weekends, $15 each for Caller ID & unlimited text messaging + fees and taxes). Clearly this wasn’t going to work; I told the rep that this was basically what I could get from Rogers except with them I would get a 15% bundle discount with the only difference being 2GB less data. After wasting at least 30 minutes to see if they were willing to do anything I asked the question if I cancelled today what it would cost and the rep told me “$20 for each remaining month on my contract” (I only had 20 days remaining). So we went to the Rogers Store in Scarborough Town Centre that day and switched our service... for a $135 a month we’re getting 400 shared minutes, 1GB data shared (in 23 days we only manage to use 150 MB), unlimited evenings and weekend starting at 6pm, unlimited calling between plan members anytime, unlimited text/email/picture messages, Caller ID and Voicemail Plus.
About a week later I got a bill from Telus for $213.22 so of course I called their client care and they explained to me that the termination fee was the greater of $100 or $20 for each remaining month. Okay but their store rep never told me of the $100 – I’m not exactly sure how many customers go into Telus’s store with their contract in hand that was signed almost 3 years ago especially when you’re only trying to see what they have to offer you. So now their store reps are unfamiliar with their terms of termination... seeing that they have to go over this almost every day when new customers sign on I’m really not sure how exactly this wasn’t mentioned to me; the store rep had my account info and our conversion started with me telling him that my contract was up for renewal. So after half an hour on the phone explaining if it really made sense that I would chose to pay $213.22 when I could have just stayed a month more and pay $72 and I would have been free from their contract, client care decided to meet me half way... they reduced the bill to $100.22 (which I paid, not worth ruining my credit score for $100). I was only expecting Telus to charge me $40 in cancellation but I guess they had to teach me a lesson. They can rest assure that I would not use or recommend their services in the future for many reasons beyond this recent experience. This is not to say that the other guys are any better but at least they make up for it in upgrades and credits. I’ve sent my complaint to the Commissioner for Complaints for Telecommunications Services (CCTS), I’m not expecting anything from Telus but I just wanted to share my experience because its only through the power of social networking that companies will realize that consumers are no longer at their mercy and they need to change their behaviour.

We recieved a call from Telus sales department offering a deal to switch over from Rogers to Telus and they were going to give us a telus credit for the amount that we had owing on our Rogers accounts. It turned out in the end that the 2 sales reps were both not giving us the right info, they just wanted some more sales, typical! This is part of the reason we left telus 2 years ago and will never be back again. It sure is a good thing for social networking sites so that we can get the info out to all our friends about this so called friendly company. Just fyi stay away from TELUS.