: Telephone Service Review: Telus
The purpose of this thread is for Digital Home members to review and relay their experience with Telus landline service
This is NOT a discussion thread so please limit yourself to one post which includes your review.
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2006-12-10, 06:59 PM
I have their fully-loaded landline service with Voicemail, Forwarding and SmartRing. The Call Blocking is limited to 12 numbers and the only 800 numbers blocked are the last number called. Voicemail has been solid except when they did a system upgrade and then all the saved messages and settings were lost, including greetings. There have been no service outages in over ten years. I find it is expensive ($48/mo) for the use we get.
Caller ID for call waiting while on the phone is irritating and useless. Silicone Sally says British Columbia instead of announcing the calling number.
Given how long these technologies have been available, I am disappointed that there has not been more progress.
Telus telemarketers are either uninformed or dishonest, after some bad experiences taking them at their word, so I never talk to them anymore.
We use Skype and Yak for LD so cannot comment on that for the last 8 years.
2006-12-29, 08:01 PM
I know at least 3 people at my workplace who were with Telus but left. Their reasons are similar to what you said, deceptive marketing, expensive, idiot CSRs.
2007-01-09, 11:14 AM
Bell is far worse in terms of csr's.
2007-01-28, 04:05 AM
My dad has had Telus landline service in Alberta since like 1988 back when Telus was still AGT. I called them the other day because they had a better long distance plan Call Canada Unlimited for 19.99 per month which was cheaper than my dads current long distance plan which he was paying 30.00 for.
Needless to say, it was almost as if the CSR didn't want to drop down to the Call Canada Unlimited plan. She started to say "Well theres still the 4.95 access fee so you'll only be saving a little bit." :P Duh?
Regardless.... if you don't have to call Telus for anything your usually happy with their landline service because it works.
2008-05-22, 02:34 PM
We ordered Telus Phone/Internet in Edmonton in October of 06.
1. Phone rang at all hours of the day and night for someone else.
2. Internet was too slow for the amount we were paying.
I called Telus--they told me I had to pay to change my phone number. After arguing with them, they finally gave in.
We moved within Edmonton and had Telus hook up our phone/internet service in our new apartment.
1. We never got our internet service. An "upgrade" caused our line to get stuck.
2. I kept receiving bills and to this day still receive bills for this line we never had.
3. I have called at least a dozen times to straighten this out and the response was. "Sorry, there's nothing I can do"
4. I put a complaint in to BBB, and telus responded with lightening speed-unlike the previous 4 telus CSR's that NEVER returned my calls as promised.
5. When they did respond, they did not live up to the promise of having my refund ready by March.
6. One year later and I am STILL waiting for my credit from telus.
I would NEVER recommend Telus to anyone. In fact, my telus cellphone is up next month and I am extremely happy to be rid of Telus once and for all--I won't even start on the service problems with my cell.
So if you are considering telus internet/phone--Don't do it!
2008-06-30, 01:10 PM
About a week ago I called telus and was transferred to the network resolving department. They trouble shot with me and told me to reprogram my networking list which I did... they told me to use the phone for another week and if it continued to have problems to call. a week went by and call drops proceeded to get worse... now I do have friends who have telus phones and they say the have the same issues... so I called in once again and asked to be transferred to the network resolution center, I was questioned on why I wanted to be transferred there so I told them, I was told to talk to them once again. She proceeded to probe me and ask trivial questions. I asked “could you please transfer me?” She then told me to bring my phone to a store and have it sent for repairs which would require a deposit and my contacts would be deleted... I asked again if she would transfer me and she said no... I then told her that the problem for my call is not being resolved and that she was lacking in customer relationship skills… she then laughed and interrupted what I was saying on many levels… I did not get angry with her but maintained a good tone… Now I work at TD Canada trust, the bank. I know the many ways to maintain a customer and none of these steps were taken with me… Is it because I am already in a contract with them that they don’t take the time to help, or is it because they’re employees are just not trained? Anyways I am on my way to the store now to bring the phone in and get a “loaner” phone.. Just one question… How does a company with this poor of customer service still exist?
2009-01-29, 07:11 PM
I have been a Bell customer, Videotron, Cantel/AT&T, Rogers and Shaw. I am now a Telus customer and I would never give it up.
I have Landline/Internet/TelusTV(HD)/Mobile Smartphone and a regular cell phone with Telus. Haven't had any service interuption in over 5 years on any service. I have 4meg internet service but often get burst speeds of 10meg. Yes 10meg.
Customer service is an art which is tolerable at best for any company. Out of all the mentioned companies, Telus has frustrated me the least, which is why I gradually gave them more and more business, where they are now my exclusive technology provider. I have noticed that as you give them more business, they treat you better.
The only issue I have had with Telus is some billing problems with the cell phones since we switched the bundles to share minutes. They have been quick to credit my account and I am very pleased with their Billing Agents' professionalism. They even credited the late payment charges as a result of me refusing to pay for data charges which are supposed to be included with my smartphone plan.
All said and told, I am saving buckets of cash compared to individually subscribing to various companies by bundling everything and picking the services I want and need with one provider.
If you are a Telus customer, trust me, the grass is not greener on the other side.
2009-02-11, 11:21 PM
I switched to Telus from Rogers purchasing a new Motorola Q for $299 with a three-year contract only to find out that I received no reception in my building. After explaining my dilemma to customer service and higher up, the continued response was "we don't guarantee reception and you signed a three-year contract. There is nothing we can do but you can pay the cancellation fee of $20/month for your 3 year contract."
Basically $720 was the only way out of their service contract. All together out of pocket was $1019 for the phone and to cancel service that didn't even work, not adding taxes in. In response I had to switch back over to Rogers and finally after 2 1/2 years of paying $45 per month for nothing, I have cancelled my Telus account and am paying a final cancellation fee of $120 left on 6 months for absolutely no used service and a phone that was never used.
If this isn't proof not to go with Telus, I don't know what is. They are thieves and don't care about their customers, only their pocketbook.
2011-07-07, 10:11 PM
We were moving june 30th. I called telus on June 6th to arrange our phone service. We were told it would be a simple switch on the 30th. There was another business line at the address that would be complicated. On the 30th Telus sent out a technician (we did not know this). Husband is in the middle of moving; I live in a different town 2 hours away. We called telus on July 3 to ask what had happened. They said someone was slated to come on july 8 to hook us up. The woman was very nice and said she would look into the date and try to get something sooner. She did phone back and said the 8 was the best they could do. I phoned back into telus and told the next person that the late date was not acceptable and was told that it wasn't the 8, but the 5th. Okay; however they never showed up and it was an all day appointment from 8am to 8pm. \my husband waited all day for them and they never showed up. I tried to call husband..no answer..i call telus. They say the appointment for the 5th was cancelled..and rebooked for the 8th.? hmm... Many Many Many phone calls later, \i have requested a call from a manager who has left a msg on my phone asking when is a good time to call me. I have left msgs on his line with many times and exact times for him to call. Another msg today asking when a good time to call is. Yesterday I finally talked to someone who was going to try and arrange an early morning appointment. My husband has no other phone and i cannot contact him. I am assuming he will be home in the morning. The fellow then asked for a contact number for the installers? He did not seem to understand despite telling him 4 times that there was no contact number. They have not hooked up my husband's phone and my phone is 2 hours north; hardly a contact phone. I got ahold of a woman manager today who was supposed to fix everything and call me back at 5:30. It is 6:00 and no call...but the other manager who i left a msg for was supposed to call at 6:00...6:10 now and i am assuming he will also not be calling. This has been over 5 hours on the phone trying to hook up a phone line. There has been abysmal service and many dropped balls..no return calls..and i am still thinking they are not going to be able to hook said husband up tomorrow as planned because...gol darnit they have no contact phone...Is this enough?
2011-07-09, 02:52 PM
The latest on the telus saga....The last manager i spoke with on Thursday night denied we even had an appointment on the 8th. He even suggested i was calling him a liar when i disputed this statement. Now apparently the BEST telus can do is have someone come by on the 20th of july...an all day appointment of course...to set us up. Can you believe these guys?
Still waiting on hold for a response. 40 Plus Min. They tell you to visit site. no email for home phone bill screw-ups. Is it not 2011?
Online chat - they tell you to phone for help- if your not dropped from that. 3 tries.
We were charged with Internet- We have always had Shaw. 4 different people argued with me that ONLY way I could have been charged was with my account # & I had a modem shipped etc. So I had it. Told them to send a truck by there is no way I have a signal from Telus - Shaw Only.
Then after being on hold AGAIN Chris comes back to tell me I paid for a computer by credit card- That was the problem- What?
#1 Telus did not have permission to do a credit check which is only way they could get that info.
#2 Computer in question was returned - did not work
#3 Offer for Internet on this computer - which we declined - WAS WITH BELL not Telus!
They agree to cancel and not charge us for modem etc. after 4 people & 3 plus hours
NOW we get a bill for cancelling Internet service So on Hold AGAIN!
2011-12-12, 01:58 AM
Hi there I was trying to transfer my 83 yr old mothers landline to assisted living.
Telus promised us 74.99 plus tax on tele line optick tv internet for 12 months and laptop
They started billing her 160 a month would not correct it, then the free temp line at her condo they offered when I said we need to renovate her condo - they started to charge her for. She was panic stricken - bills sent to my brother - he tried to get it corrected and the exec office of telus VIC Verdi ? would not do as they promised to begin with.
A really horrid experience and sad thing to do to a senior coming out of hospital and needing to connect to me for her meds and things at a distance Edmonton to Waterloo area.
Telus has direct numbers on the web someone posted, just saying search the web for telus contacts save it for future use I guess.
Make sure you contact the headoffice for problems but in our case they have the services in moms room - but she cant operate the optik tv - a real waste and the calls she tries to make to me daily dont go through cut her off.
Any help would be so appreciated everyone.
2011-12-13, 12:23 AM
Such terrible experiences from first time rookie posters.
2011-12-18, 03:00 PM
Yes the single post hit and run bad reviews are kind of suspicious.
On topic: we've had Telus internet and phone for a year now and the price is right, and their service is reliable with no outages or problems.