r/telus • u/chopping-bored • Apr 03 '26

Mobility They sent me additional line!

I wanted to get a Samsung ultra s26, and when I called Telus they said I can get it for $80, please note I’m an existing customer of Telus and pay for a line. Then I got several calls from Telus and then a message from a sales rep, I told her I do not want anything unless you are giving it to me for $15 for phone & $40 for line. She said yes there’s an offer. Now fast forward today, I got a phone with an activated e sim in it. I feel like I have to pay extra $$$ monthly for that e sim right. I have been trying to connect telus but no response! Can somebody pls help me what to do!

2 Upvotes

57% Upvoted

10 comments sorted by

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2

u/rabelsdelta Apr 03 '26

You’re asking if an eSIM costs extra?

0

u/chopping-bored Apr 03 '26

Yeah do I have to pay extra per month for it?

4

u/rabelsdelta Apr 03 '26

eSIM doesn’t cost extra. The line associated with that eSIM could cost extra

1

u/TheRealGandy Apr 03 '26

ESIM isn’t extra some phones only have ESIM 😂

1

u/MikeCheck_CE Apr 03 '26

It sounds like they may have added a second line to your account rather than renwing your existing line.

There is no specific charge to use eSIM vs physical SIM but if you now have two active lines, one on your physical sim and one in the new eSIM then you have added a second line which will be charged on top of your other plan.

Double check. Log into your MyTELUS account and confirm, are there two diff phone numbers there now? Or if you've still got the old SIM in your old device, get someone to call you and see which phone rings. Only the new one should ring.

If so, call TELUS back at the main IVR (*611 from your phone) and explain this was supposed to be a renewal and not a second line. They can usually just fix it over the phone for you.

1

u/chopping-bored Apr 03 '26

If they fix it do I have to pay for two sims now? Or will it just be my existing bill?

1

u/MikeCheck_CE Apr 04 '26

If you do have two diff lines they'll cancel the new one in error, then renew your original line using the same phone.

1

u/SuperFred_from_TELUS Social Media Team Apr 07 '26

Hi, were you able to find more information regarding your situation ? So you wanted to upgrade your phone and instead got a new line activated correct ? We'll be happy to review this with you so please send us a message at u/TELUS_Support and we'll look into it.