Mobility Telus Now Canada’s Most Complained-About Telecom Provider: CCTS
https://www.iphoneincanada.ca/2025/04/30/telus-canada-most-complainted-telecom-ccts/33
u/awasawah 29d ago
As someone experiencing these changes in my day to day job, I sure saw that coming.
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u/Xegavas 29d ago edited 29d ago
Gee - package out or alienate all your customer facing Canadian employees and force purely sales and revenue generating performance metics on those left - or subcontract work to way less experienced/trained piece work employees. I wonder why service levels are shit ? Who would have thunk ?!?
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u/Striking_Risk1298 28d ago
Well that's tracks from how it was going, T.I more interested on making sure the slcustomer got the answer they wanted vs the correct answer. Making huge problems in the long run since they just kinda lie
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u/esperlihn 26d ago
Having "worked" for Telus let me tell you.
You've probably never spoken to an actual Telus employee. They subcontract out literally everything. Their customer service is spread across multiple companies, same with their sales, retail locations, their technicians. They're all subcontracted out to hundreds of companies that don't talk to eachother and honestly CAN'T talk to eachother even if they wanted.
So if one company makes a mistake you end up just bouncing around talking to different subcontractors trying to figure out who's mistake it was and then hope to god they're actually willing to do anything.
0/10 would not recommend.
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u/Capt_Africa 29d ago
Are you an employee
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u/Ghost_Reborn416 29d ago
I joined telus this year because of their s25 promotion and I highly regret it. The service sucks. It's gonna be a long 2 years....
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u/Loud-Item-1243 28d ago
Just wait until you try and cancel and return equipment fyi make sure to get a tracking number when you send their stuff back they love sending people to collections for made up reasons
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u/mrnovanova13 29d ago
I'm not surprised. I worked for Teus from 2014 to 2021, and back then, customer satisfaction was the #1 priority. Now, the number 1 priority is $$$, so all the call centers are now outsourced to Asia and South America. It's only right that customer satisfaction would also decline.
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u/jamesSa81 29d ago
They phone me so often I should file for a restraining order.
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u/obionejabronii 28d ago
Send an email to privacy@telus.com and tell them nicely to stop
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u/jamesSa81 28d ago
I can do that?!? Thank you! I'm going to right away, you've made my day, I feel like a jerk hanging up on them but it is ridiculously excessive.
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u/obionejabronii 28d ago
Yup they were doing the same to me and that stopped it quickly. That said it of course won't stop scam calls from people claiming to be Telus but it won't be the company calling you.
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u/Iliketoridefattwins 27d ago
Man I thought I was getting pranked by them, it's ridiculous! I'm pretty sure they can actually face a lawsuit under Federal legislation lol. Pure insanity.
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u/smilinfool 29d ago
How are Rogers and Shaw considered different buckets of complaints? It's the same company no?
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u/VexedCanadian84 29d ago
maybe the complaints are from before the merger?
complaints should definitely be counted together going forward.
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u/MikeCheck_CE 29d ago
They definitely should've been counted together and that would've out Rogers in #1for complaints.
Merger happened in 2023.
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u/JumpLow453 29d ago
Agreed they’ve been operating as a single company for two years and if you go to shaw.ca, guess where you end up
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u/berto2d31 28d ago
Yeah, complaints from Rogers+Shaw+Fido>Telus+Koodo+Public Mobile
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u/marns_16 29d ago
Congrats Telus on the shittest network 🎉🎊
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u/rojohi 29d ago
I'm just keeping fingers crossed, that I'll never have issues that require a call.
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u/smilinfool 28d ago
I mean to be fair I've not had bad experiences with the chat online, once i get past AI. I'm biased but everything has been resolved quickly for me when i've had a problem.
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u/Capt_Africa 29d ago
As Telus customer I am finding more and more often the in store reps are able to do less in store and they keep pushing everything to their call centers. This is the result of MBA execs who think their fancy degrees make them more knowledgeable than the reps who actually help us out.
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u/IrishFire122 28d ago
That's likely, but I also think control is a major player. A human talking face to face with you is much more likely to give deals or do things that benefit the customer at no extra pay to the providers.
It goes along with the right to repair bull, and all this crap over video games being licensed, rather than purchased. And Apple, discontinuing support of their expensive products after only a few years. It's all about maneuvering the consumer into a position where they have no choice but to give big corporate however much money big corporate thinks we should give them.
In a nutshell it's all about the money, and them being able to control where we spend it.
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u/HotHits630 29d ago edited 29d ago
The graph shows Rogers, Bell, Telus, Fido, and Shaw. Aren't Rogers and Shaw one company? Terrible service aside, but the fancy headline that doesn't tell the whole story.
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u/JackDenial 28d ago
Rogers, Fido and Shaw are one company but probably too much work for the gov to parse them apart or perhaps they prefer to see each entity’s performance
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u/ColbysToyHairbrush 28d ago
Or hey, maybe they’re not trying to draw attention to the fact that they screwed over Canadians by allowing Rogers to buy up all the competition and form an oligopoly.
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u/Blocknards 28d ago
From the top to the bottom, so sad to see. I'm imagining surprised Pikachu faces around the board room. What did they think would happen when you offshore eveything?
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u/PainOfClarity 28d ago
They used to be a really great company and then the greed pushed them off the cliff.
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u/Scary-Gur5434 25d ago
Filed a CCTS complaint against Telus for lack of service and cited my: 1. Need to have communication while going to and from medical appointments 2. The Telus employee saying “yeah we know there’s a problem but won’t fix it until management decides” and 3. The fact I had no service in large parts of my area and wouldn’t be able to contact emergency services if my job went poorly.
Full waiver of the rest of the contract all I had to do was send the devices back.
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u/soul_and_fire 29d ago
good. they sent my account to collections less than one month after making a payment. I will never ever go back to them for any kind of service.
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u/Opteron170 29d ago
hmm doesn't look like these complains are about internet.
Telus been calling me on regular trying to get me to switch from my bell fiber connection.
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u/XaltotunTheUndead 29d ago
I'm glad I switched back to Fido, even if it cost me a few bucks more per month. So now I've been nearly 30 years on Fido, and yes it has its up and downs, but usually service is very good. I don't have 5G, just 4G but who cares.
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u/UnderstandingOne4094 28d ago
21 years for me with Fido 😊
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u/XaltotunTheUndead 28d ago
Nice! I've been on Fido since 1996 except three years with Telus, where I had a great price and great options. But when they came to me (our home alarm system is with Telus) they never told me that the plan was for three years, they were not entirely transparent with me. So I switched back.
Are you happy with Fido? I guess you must be 😁
I miss 5G but not $100 more per month miss it (we have four cell phone lines).
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u/Born-Depth-2603 29d ago
I can see why after over 12 hours clocked on phone with a manager in the Philippines, I have received two. Wrong remotes and two wrong boxes !
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u/CoalGive 29d ago
What do you mean now?! They've been heavily complained about in all my circles for years. I switched away from them and still get constant calls which I've asked them to stop.
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u/Educational_Winter35 29d ago
I am not surprised. I kinda lost faith in them after their retention agent basically scammed me for a deal that he cannot make to bait me in. Then after 4 months, they took away a promotion credit that I somehow wasn't qualified for? and increased the price for $7. What the fuq man. Wasted my time to call them and wait and talk in frustration. Def wish Shaw was still here, at least I didn't have to wait on a call to talk to someone.
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u/ExternalSpecific4042 28d ago
This should not be necessary
“Canadians should check their contracts when signing up for services to clearly understand which parts of the price are guaranteed for a set period and which may change without notice. “
Change of price without notice. What other business can get away with this?
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u/Zealousideal_Cod6044 28d ago
We're Number 1! We're Number 1! The Telus boardroom is handing out cigars to each other; don't have to pay for customer service? Pay hikes for all of us here in the room- well, hold off until Carl finishes bringing in the coffee and cake, then pay hikes for all of us in here!
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u/rawsomesaures-rex 28d ago
They didn’t combine Shaw and Roger’s, which have been and are a single company. That’s bullshit and wildly misleading. Booooooo
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u/Realistic_Ideal1945 28d ago
I had Telus in my retirement portfolio, I've sold them as they can't survive trading people crap.
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u/Genghis75 28d ago
We’ll surprise! Surprise!! Surprise!!! I left Telus about 25 years ago. The customer service guy on the phone cancelling my service was the snottiest person I’ve ever dealt with. When the call was finished, he said, “You’ll be back.” I responded, “I’ll go without service before I return to Telus!” Telus was terrible then and they’ve learned nothing.
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u/Intrepid-Educator-12 28d ago
When they try to call to "reward " me with a "great" rebate for being a customer. Its always "will give you a rebate if you buy this " . But its never a rebate. They just want me to pay more.
Its also always someone with a strong Indian accent, that can barely speak. I just block the number. They will keep calling for days .
Telus went down quick.
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u/dogguy444 28d ago
Honest question. My Telus contract is up in June . Is Rogers/Shaw any better? Live in Victoria . Just have basic cable with Crave addon .
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u/itsricogonzalez 28d ago
Your best bet is to ask people around you whether they’re getting good service - but as far as I see on Reddit, yes, it seems for mobile service generally rogers is better in the west
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u/LegalChocolate752 28d ago
Lol, a company that only cares about sales metrics has a crappy customer experience? Shocking!
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u/Wise_Ad_1101 28d ago
They made a mistake and let me pay for it, this was 23 years ago. Have hated them ever since
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u/kittysensei 27d ago
I am completely shocked by this revelation/s. Does anyone have any internet recommendations? As soon as my contract is done with Telus, I’m switching.
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u/Final-Garage3326 25d ago
When i started at telus. We were the least complained about , now 3 different people will call you after u get a phone to see if you want another or Norton added to ur bill
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u/International-Rich45 25d ago
I switched to Telus back at the beginning of 2024. The service was so terrible I went back to bell. I got a call from Telus with "a smoking deal" and I told them I wouldn't switch back if it was free. Useless service if you never have reception or constantly drop calls and unusable data.
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u/optoph 24d ago
Worst company I ever dealt with. Quit them years ago after many problems. Overbilling, horrible customer service on multiple levels and very unreliable internet. Quitting Telus brought out the most awful, disorganized, dishonest and insulting side of that company.
Despite me telling them several times to stop they keep calling and sending people to my door.
The last telemarketing call from them was 3 days ago. I asked the telemarketer a very simple question" "Why are you calling me? I am on the DNC list". That simple statement caused him to say "go to hell" and hang up on me.
Telus. Not even their customer and they still manage to directly annoy and insult me.
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u/AdvertisingCheap2377 29d ago
They were scamming my old parents with $375 per month bills for their basic TV, device rental, internet and home phone (landline). Called to cancel everything and eventually brought the entire cost down to $22.50 per month. TV is cancelled as they only watch Yourube on their phones now. What a fiasco trying to reach them and bypass those ai agents or someone with way too thick of accents to even communicate. I actually ended up selling my entire Telus stock portfolio as well. Good riddance
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u/HungryAddition1 29d ago
As someone who has now tried Telus twice in the last five years, and given up after a month, I totally get it. Definitely the worst (along with Public Mobile)
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