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TELUS page on DSLReports
Six Month Rating Unavailable
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Reviews:
bullet 411 reviews (217 good) (98 bad)
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Review by patster See Profile

  • Location: Medicine Hat,AB
  • Cost: $60 per month (36 month contract)
  • Telco party Telus
Good "Reliable service, good bundle pricing."
Bad "Limited internet speeds due to lack of fiber in my area."
Overall "Telus provides good service, but it makes a difference where you live!"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I am on a 25/5 mbit package and using an Actiontec T1200. The appointments and install visits are good. The only complaint that I have is that I live in what Telus calls an Extended Reach Area. I'm at the end of the loop and as such my SNR values are very low.

member for 2.4 years, 42 visits, last login: 1 days ago
updated a few hours ago

Comments:






Review by Cartel See Profile

  • Location: Chilliwack,BC
  • Cost: $47 per month
Good "Nothing now"
Bad "Ping, credit check, ID, DNA, drug test"
Overall "Way too picky and want way too much info. GTFO"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
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Value for money:
(ratings match consensus)

My Other Reviews

·Shaw
·TekSavvy DSL
Telus wanted a DNA sample to verify my ID and a $300 deposit, they can suck my pant antler...


member for 8.3 years, 741 visits, last login: 1 days ago
updated 1 days ago

Comments:






Review by BGPatterson See Profile

  • Location: Calgary,AB
  • Cost Contract price not specified.
  • Install: about 5 days
  • Telco party Telus
Good "service seems fast"
Overall "seems ok. "

I called up telus and ordered the high speed 25 dsl. They mailed out a zyxel vdsl modem, it was hooked up on the 7th. I ordered it about a week before, they waited for the modem to get to me in the mail. It seems to work alright, tech hooked me up to the cabinet and called to say it was ready. I didn't request the in house install, I put the pots filter in myself. lets hope they are better than my shaw line.

member for 12.1 years, 154 visits, last login: a few hours ago
lodged 13 days ago

Comments:

Review by Lyk9 See Profile

  • Location: Calmar,AB
  • Cost: $60 per month
  • Install: about 7 days
Good "Better than the alternative "
Bad "Can't even come close to delivering promised speeds during peak hours"
Overall "Meh"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

Signed up for the 25/5 package and everything was fine for about a month or two. However I started to notice a drop in speeds around 5PM local time accompanied with an increase of latency that was on average four times the normal measure. So my first official contact to Telus about this issue was in October 2013, After a while on the phone moving up the chain I finally get to someone who tells me my area's "box" needs to be upgraded and that he does not have any time frame of when it will be replaced. After that call months go by and I do call Telus again, I cannot give specific dates to these calls but over a year I contacted Telus at least four times in regards to this issue. Every single time I was told a plan is in place but no time frame. It has now been a year from my first call and no change. During the weekdays between the hours of 4PM-1AM my speeds deteriorate from 27mbps to as low as 3mbps. during the weekends and holidays the speeds are not consistent enough to give a accurate picture.

I was offered a discount once for this issue, that didn't materialize until I contacted Telus again. I also had to contact Telus TWO separate times to tell them that my bundle discount and 6 month promotion discount were missing from my bill.

UPDATE: As of October 16th hardware changes to my connection were made to resolve this issue, prime time hours no longer adversely affect my connection. This came after contact with someone in Executive Customer Relations.

2nd UPDATE: October 19th The connection is still doing very good. Speeds and latency are better than they have ever been.

member for 1.4 years, 334 visits, last login: 2 days ago
updated 97 days ago

Comments:

Lou Majta

@216.232.208.x

Idiot charges

I just noticed that telus has the nerve to charge me $2 for a paper bill. My bill also fluctuates between $155 to $170 with no explanation as to why.
Time to get rid of the thieves.
Trencher

join:2007-02-12
Etobicoke, ON

Re: Idiot charges

Almost all ISP's charge for paper billing now... If your bill is fluctuating maybe you should contact them to find out why?

Review by chachazz See Profile

  • Location: undisclosed location
  • Cost Contract price not specified.
  • Telco party @link
Overall "Satisfied"

xxx

member for 11.1 years, 4376 visits, last login: 1 days ago
updated 98 days ago

Comments:






Review by pkclown See Profile

  • Location: Chilliwack,BC
  • Cost: $84 per month (36 month contract)
  • Install: about 10 days
Good "solid internet connection, consistently high speeds"
Bad "nothing major"
Overall "thoroughly satisfied"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
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Value for money:
(ratings above consensus)

I ordered Telus Internet 50 (50 Mbps D/L & 10 Mbps U/L) for $40+tax/mo for the first 6 mo. and $75+tax/mo thereafter as a part of a TV+Internet bundle.

The order process was relatively straightforward in terms of calling into a Telus sales queue. It took about an hour or so in terms of waiting on hold in their queue, getting to a person, getting a credit check done, and ordering the features my family was looking for in terms of TV, internet, and home phone. (We ended up switching the home phone later on.)

The installation process was straightforward. The tech came, installed, and went.

We received the normal Actiontech V1000H equipment which has served us well.

In terms of experience, my experience has been extremely positive. The speed is great and consistent. I don't think my family has ever experienced a significant outage or packet loss since we installed Telus' internet last November. I am thoroughly satisfied with the product, and while $75+tax/mo w/o any term offers and discounts is a bit pricey, I do think I am getting excellent value given my family's extraordinarily high usage patterns. Between 5 people and about 15-20 devices (computers, laptops, smartphones, tablets, etc.), we simply do not have bandwidth conflict issues; we are able to use the internet comfortably without lag even if everyone else is doing something. I can game, two people can be watching two different YouTube feeds, and my parents can maintain their online business (i.e., email, banking, etc.) all at the same time.

So, at the end of the day, I give full marks to Telus. Thank you for a painless internet experience!

My ONLY complaint is that Telus' 100 Mbps internet isn't available in my area yet.

member for 330 days, 347 visits, last login: a few minutes ago
updated 121 days ago

Comments:

Review by jed See Profile

  • Location: Alberta, Can
  • Cost Contract price not specified.
  • Telco party Telus
Good "My connection is reliable, and stable."
Bad "Cost - plans change all the time & you don't get those costs unless you are VERY diligent! Tech Support can suck! See comments"
Overall "About a 7.5 out of 10"
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

My Other Reviews

·EastLink Interne..
On a 3mbps connection, with 2 landlines, and 2 mobility accounts. Infrastructure is not upgraded in my area to give me more than 3mbps. Have had it now for about 6-7yrs. Using an older Linksys ADSLME3 modem with WRT54GL running tomato. Rock solid combination, as I run torrents, up to 7 systems, some wired and some wireless, wireless bridged to my xBox, and 2 wireless print servers.

Worst part of Telus is their support - if you are fortunate enough to get someone who is knowledgeable and in Canada, all is good. Look out if you go overseas for support to someone reading off of a flow chart and for whom English is a new skill.

Best part of Telus are the support staff that know their jobs and are more than willing to do what it takes to help you. I've had some tricky issues fixed immediately, while other issues, need repetitious calls to get the right person.

Never call past 1700h MST as I always seem to go to the Philippines.

Once you know the pitfalls, its pretty good, working within those parameters.

Update: subscribed to 25Mbps, and loved it. For about a year. Unfortunately, Telus' service is popular here and now in the evenings, sometimes a YouTube video cannot be streamed, at any resolution. Hopefully our area is upgraded sooner than later. Running all of my own gear, and connection still rock solid, just the oversubscribed area.

member for 13.5 years, 1167 visits, last login: a few hours ago
updated 154 days ago

Comments:

Review by AJ102 See Profile

  • Location: Vancouver,BC
  • Cost: $30 per month
  • Install: about 40 days
  • Telco party Telus
Good "Reliable connection, steady speeds"
Bad "Advance billing, short payment times"
Overall "Much improved from my last experience"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I just switched back to Telus from Shaw. I last had Telus ADSL internet in 2009, but since then Telus has upgraded my neighbourhood for VDSL2. This is my first experience with Telus Optik TV after using Shaw Direct satellite and Shaw cable TV. Main reasons for switching were price and interest in seeing what Telus had to offer (my Shaw deal came to an end and they were about a week too late offering to extend it).

So far my impressions are good:
- Telus offered me a good deal after some negotiation (no contract, 6-month promo price, free PVR that I own after rebate, no install fee)
- Installation was on time, smooth and professional.
- Speeds are better than promised, especially upload speed. Ping times much better than my previous experience with Telus.
- No real problems with the Telus Actiontec router, although I'm just flowing through to my own router for most things.
- Customer service was fine: no delays getting through, correct information provided, commitments delivered as promised.
- My first bill was correct, reflecting the promised promotions, discounts and credits (I could hardly believe that Telus hadn't screwed it up somehow!)

On the TV side:
- To my eyes the picture quality is a little worse than Shaw cable, which was a little worse than satellite. But nothing really significant.
- The basic TV service (Essentials vs. Personal) and the PVRs are more-or-less a wash for me, with minor advantages one way and the other. The only significant advantage for me is that I can program the Telus PVR over the internet, while my older Shaw DCX-3400 PVR did not allow that.

Other issues:
- It's exasperating that Telus won't provide any information in writing about my deal with them. I just have to hope that the notes on my file are correct and that my bills are as expected.
- Telus pre-bills for the coming month, while Shaw post-bills for the past month. Telus gives a week less to pay, and both charge equally excessive late payment fees. So with Shaw I could pay 8 weeks after the start of a service period and not be late, while with Telus I'm late paying 3 weeks after the start of a service period. Bad Telus!

member for 9.8 years, 634 visits, last login: a few hours ago
updated 162 days ago

Comments:

Review by camonline See Profile

  • Location: Coquitlam,BC
  • Cost: $56 per month
  • Install: about 1 days
Good "Service was very reliable. Only had downtime for 30 mins during an update within my 2 years of service. "
Bad "Wifi quality has dropped slightly with gateway after moving it from its original location (2 feet difference)"
Overall "With a long term promotional rate, I've had nothing but a positive experience. "

Started around 2 years ago with telus 25/2.5.
* Installation was timely.
* Technician was friendly.
* Telus automatically pushed me up to 25/5 service without me having to ask for the same promo pricing I was on.
* Random speedtests had me consistantly at 24.50+mbps down and over 5.5mbps up on my hardline connection.
* Wifi in the same room was satisfactory with my Actiontec wifi gateway. However speed dropped significantly on wifi. My PS3 in the same room only could get 17mbps on its wifi speedtest. Other areas in the home within a reasonable distance was slower. Not enough to cause a real issue overall, but still a noticable drop if we're just looking at numbers.
* Softcap has been beneficial - as my partner has been pregnant and at home regularly the last 8 months her netflix usage and our overall usage increased because of it. While the plan gives us 250 GB, we didn't receive any letters, warnings, presure to upgrade even though we currently are averaging 350 - 450GB monthly.
we are not people to take advantage of others but, we have been very thankful and feel fortunate that Telus has not been enforcing overages even though we clearly have been going over regularly.

Overall - I've been a happy client for the last two years. I recommend Telus as long as you are happy with their pricing since the service has been reliable and as advertised (on hardline).

Unfortunately I am planning to cancel and move back to Shaw as Telus is unable / unwilling to continue my promotional rate. While I was getting what some may consider a high promo rate (10.00 MSF credit + 5.00 MSF credit over 12 months = 50.00 + taxes/mo) they stand to lose a customer who has no late payments and comes to 672.00 / year. Heck, I may not be worth much - but its better in their pockets than their competitor(s) I would think.

Anyhow, the first 6 month promo savings at Shaw will allow me to bank the savings (50.00/mo down to 30.00/mo) to offset the cost of a new router and modem purchase / activation fee for Teksavvy after Shaw's 6 month promo pricing expires.

Internet Service Rating:
Hardline - 10/10
Wifi (with Telus equip): 7/10

Price Rating:
Promotional: 9/10
Regular: 5/10

Technician Experience:
10/10

Customer Service / Tech Support Experience:
8/10

UPDATE - June 25, 2014
Requested my cancellation for the end of my promotion. The agent, just like the previous one, was polite and nice to speak with. After confirming my reasons for cancelling she was able to get approval to continue my promotional rate for another 12 mos. I don't know if their first offer for Internet only customers is to be higher (Probably so they can try to increase ARPU) or if Telus' marketing teams opened up the stacked discounts again for their Loyalty agents and the previous agent didn't have it in his toolkit at the time of my call, but based on the experience, I'm happy to continue my services with Telus as the service, customer service and pricing all met my needs. While I'm not the highest revenue generated client, I'm glad they were able to see that my money is better in their pocket instead of Shaw's or Teksavvy's.

This confirms my previous positive experiences mentioned above, thus far.

member for 1.7 years, 16 visits, last login: 120 days ago
updated 162 days ago

Comments:

Review by jtl999 See Profile

  • Location: In the GVRD
  • Cost: $196 per month (36 month contract)
  • Install: about 14 days
Good "Faster then ShawCable somewhat. Speeds are alwaus consintent. Techsupport and Installers were nice."
Bad "Some people might not like the gateway. Some ports blocked (Shaw home still blocks some of them though)"
Overall "If you can get it and pissed off with Shaw go do it!"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

My Other Reviews

·Shaw
Update: July 2014
Have been having issue since April where DSL retrains every few hours, TV has pixilation issues. Tech came out to fix it but didn't have much of a improvement.

Infoleak exploit has been patched :/

Six month promo has expired, although still affordable.

UPDATE. January 2014
PVR and STB stopped working. We got a tech out the next business day to help us. He tried his best to avoid upgrading the Actiontec firmware but had to so kudos to him. Good service so far!

I discovered a infoleak exploit on Actiontec .12 to obtain root

Original Review:

On November 15th we finished transferring our domains and stuff from Shaw. Then we ordered Telus Internet 50. Optik TV Select and Home Phone 1. Then 26 hours later a women called back to confirm. Then we got a letter in the mail with all the info. On December 4th at 09:55 2 installers came. They installed a Actiontech V2000H and two boxes for the TV (1X PVR 1X STB) However the bonded line was not configured due to a problem and I was getting speeds like this.
»www.speedtest.net/result/3144628123.png

They came back later to hook up the bonded line and show us how to us the PVR. We told them not to waste their time and have a good day. Then speeds were normal
»www.speedtest.net/result/3144910304.png

Overall I would say that the service is great so far!

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member for 2.1 years, 933 visits, last login: a few minutes ago
updated 162 days ago

Comments: