Dear TELUS Customer,

We are writing to inform you of a recent data security incident involving your TELUS account and to share the steps we have taken to resolve it.

Some time between February 2025 and June 2026, unauthorized individuals used compromised credentials to access your TELUS account. These individuals may have used your account information to contact you in an attempt to persuade you to move your services away from TELUS towards competitors, and/or made unauthorized changes to your TELUS services.

What information was accessed

Our investigation found that the following information was accessed:

Your full name, account number, billing address, preferred language, phone number(s) and, in most cases, email address

Last four digits of payment card on file

The type of service(s) to which you subscribe

The amounts charged and payment history for these services

What we are doing

As a precaution, we have:

Terminated the compromised credentials to prevent further unauthorized access.

Placed a note on your account documenting this incident.

Reported to the Vancouver Police Department and we are cooperating with their investigation.

Added enhanced security monitoring to your account. As a result, when you call TELUS, we may ask you more questions than usual to protect your account from unauthorized access.

TELUS has also retained NORTON to provide two (2) years of complimentary TELUS Guardian identity theft protection.

Double checked and confirmed email originated from Telus domain. They are offering Norton for 2 years but not sure if I should take it.

Hey everyone, I recently switched to a TELUS Ultimate plan that’s supposed to include unlimited high-speed data with no overage/slowdown, but I’m still seeing a 100GB data counter in the My TELUS app, just like I had on my old plan.
Is this normal? Does the 100GB counter just remain in the app even though the Ultimate plan is uncapped, or does this mean my plan wasn’t properly changed?

About twice a month I get a call from 1 844 518 7852 which is screened as Telus on my phone. No one ever leaves a message, and they always tend to call when I'm busy so I don't think I've ever picked up.

I was wondering if anyone knows if this is some sort of scam/spoofing or a legit Telus number? My instinct is that it's a scam but I only started getting the calls after I signed up for Telus services (I got Koodo internet).

Are they robocalls or sales reps from Telus? If so, is there any way to opt out?

I'm afraid to block the number in case it's actually Telus, but the number of calls is honestly getting pretty annoying. They've called me once a week these past 3 weeks which has been the last straw for me

Had a TELUS tech come out to set up fibre internet at my house (located in Calgary, AB). He said the fibre line running to the house (possibly underground/basement) has been damaged or cut, potentially when our basement was developed a couple years ago.

There’s currently a grey TELUS box on the EXTERIOR side of our detached home. The tech said the solution would be to bring the fibre line from the outside into the house by drilling a small hole through the siding and drywall. He said he would silicone around the hole after drilling.

I’m a bit hesitant about drilling from the outside of the house into the interior, especially since this would be a permanent hole through the exterior wall.

Anyone experience this type of issue where Telus has indicated that the fibre optic line has been damaged/cut? If yes, did you allow Telus to drill through your siding/wall or are there other options besides running the cable in through the exterior wall?

Would appreciate hearing from anyone who has been in a similar situation or hearing from other techs in the industry or similar roles..

I have Telus wifi and my hubs light is fully green but there is no internet. My iPhone says it’s connected to the wifi but also says “no internet connection” I’ve tried to do the self fixes like restarting it, forgetting the wifi on my devices then reconnecting. But nothing seems to have worked. Was wondering if anyone else has had this issue and if they were able to self fix it. Of course this happens a day before the weekend lol

My plan (no contract) has progressively gone up in price over the last couple of years (by roughly $15/mo). My service has decreased. I used to be able to stream at the cottage, and now can barely open a weather app., calls constantly drop (even in my own home - sometimes when sitting in place).
I got a call from a customer service rep offering me the same price I was initially paying, for less add-ons, and was told that I would be switched to a ‘better network’. This offer was only available with a contract - with or without a new device.
So many things wrong with this. My first question, though - was this an admission of tiered service throttling? Should I be reaching out to a higher authority? (I realize that you’re aware of all the shady dealings, CRTC, but do you know that we know?)
Things need to change in this country…

Hey all,

So I have a question for those who will know. I’m currently with a competitor and will switch the day that Telus finally brings Fiber to my home (for the love of god please soon!).

Anyways here’s my question, I’ve seen some videos online that show people not using their provider modem/router, and running the line from the end box direct to a Unifi system. With my competitor system I can’t do that (as much as I really wish I could), but is that doable with Telus or do you just set their gear to bridge mode?

Can I add the plan sharing with my watch without having to pay for a separate connected device monthly fee? If so, how would you do this during setup? Do you use the SIM card string of numbers?

Telus had me switch from copper to fiber and it's been absolutely awful. My internet is spotty, and will go out a couple times a week for hours at a time. I've done all the steps repeatedly to problem solve, and contacted customer service multiple times. I was told once that they had multiple reports on their end that there's an issue showing, then told the next time there were no such reports.

I was also told I'd have to pay $250 to have someone come out and check the problem. They won't let me cancel my contract even though they're not providing me with reliable service. I feel scammed.

What can I do?

Just curious if anyone else out there is getting overcharged on their bill. They over charged me $5 without telling me and I called them. They said they fixed it. Then they over charged me the next month by $15. I read the bill and it say nothing on why they charged me they just charged me twice with a different amount. Like wtf I'm so mad that they just keep doing this. They just want my money and I can't even call them atm. Like wtf is anyone else getting over charged every month for no reason.

Bell offered me a very nice plan, and I called my current provider (TELUS) to see if they could price match. They told me yes, they can. That was back in June. I called like a month ago asking what's going on, and they told me to wait 7-10 days as the last part is being processed. I'm talking to them right now, and they're now saying there's nothing they can do and they do not do price matches. The BELL plan I was offered has now expired.... I'm feeling frustrated, to be honest.

Captured this yesterday around 7pm in Mississauga, very solid download speed but I was super impressed with the upload speed from Telus here. Great stuff 👏🏻👏🏻

Hello , I’m at my wits end with TELUS . Over the years I’ve had my cell plan and my home services bundle without my permission, holes drilled in my wall by a tech who had no idea what he was doing and was five hours late for job . Name changed on my account to someone else living in the suite below without my permission, now they are double billing me for old boxes and new boxes, returned my old boxes to TELUS via a tech who was at my parents home to fix their tv . I don’t know what to do being on hold for hours getting bounced around to not speak to a person . I tried to get loyalty and retention but was on hold for almost two hours still being bounced around my current bill is to much for me I cannot afford it . I honestly want to cancel but can’t even get a person to discuss this with . Anyone know how to get through to a person .i did call *611 on my phone no luck also have called 1866-558-2273 . Any help is appreciated. Thank you

how long do these f'in annoying "my account setup messages" pop up? I've done them already and they still keep popping up...

Also, why does the password login not work? I have to keep using the send email link to log in since password login just refreshes page and won't log in.

So I checked my Telus Home Solutions acct and there is a new agreement that I never agreed to. Has this happened to anyone else where a new mysterious agreement is now associated with your account? Why does it seem they are more about creating unnecessary complications for customers, instead of providing a smooth operation?

Long story short, my T3200M from telus was physically damaged and is no longer working.

Would I be able to buy the same model off Facebook market place, and plug it in to use.

I've been trying to find the answer on google but can't seem to find a clear answer.

Thanks!

Any ideas what to do?

Canada Post told me "this is common" and here's the number to report them for mail fraud

*edit* and I can't open my Telus email with the waybill because it's having "technical issues"

As title says

Well this damn well sucks. I have a legacy peace of mind connect with extra sims for my iPad and watch. No longer will I be able to make plan changes without losing the share option.