Telus contact info

[clr80]

I have been getting conflicting messages when talking to Telus on the phone.  How do I contact Telus via email so that I can have something in writing regarding my contract conditions?

[A-B · Accepted solution]

Gotcha. They don't have a dedicated contact email address, so you'd need to reach them via their direct toll free number.

[A-B]

Which specific team are you trying to reach?

[clr80]

The home security team

[A-B · Accepted solution]

Gotcha. They don't have a dedicated contact email address, so you'd need to reach them via their direct toll free number.

[clr80]

That doesn't help with conflicting verbal messages, and there is no accountability on Telus' behalf.  Room for improvement on this front.  

[Blaze53 · Accepted solution]

Telus says they are customer service oriented.  They will do anything they can to help you and make your experience great with them but....you cant contact them by email, you have to waste hours on the phone waiting for someone to answer your question or to give you the service you desire.  I have waited upwards of 23 days for my internet to be upgraded and the more I call the more frustrated I get.  We pay high enough rates s it is and then to be told to wait yet again is unacceptable.  This problem has been ongoing since 2019 and looks like it will never end!

[TELUS_Support]

@Blaze53 Can you elaborate more on what you need help with? You mentioned an internet upgrade? Is this just a change in speed or from copper to fibre?

[Blaze53]

Just a change in speed. Evidently there are continuing issues with the copper and it must be replaced from the street. This has been an issue for many month but a lay person would have no idea w hat the problem. With being charged for service calls deemed unnecessary one is not calling when they should.

Tracie Woodhams

[TELUS_Support]

Which speed profile were you on and hoping to change to?

[Blaze53]

I was on 100 hoping to change to 150 at same cost. The contractor that was out here has found that my speed is 40 not 100 and the connection from the main line is a problem as well as the one from the communication room. Evidently this is on the list to be repaired but......and I have been paying for services I am not receiving.

Get Outlook for Android

[TELUS_Support]

Gotcha. We'll send you a private message to discuss further.

[Karebear]

I am also looking for an email address, since I do have problems with the online chat, very frustrating.  Why do they not provide one?  That way I can personally customize exactly what I need versus confusing options appearing from a robot.  Hope this gets through and I get an answer as they may lose me as a new customer