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 Review by korupt 
UPDATED: 1.2 years ago
member for 9.7 years, 4230 visits, last login: a few hours ago
 Canada
 $40 per month (12 month contract)
 about 10 days
 Telus
 "very few outages"
 "poor tech and customer service"
 " BAD"
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(ratings below consensus)
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My Other Reviews ·Shaw
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Review by burgal
Posted: 1.3 years ago
member for 1.3 years, 1 visits, last login: 1.2 years ago
Burnaby,BC
Contract price not specified.
Telus
"Reliable, always get 2.6mbps"
"Expensive. to get 3mbps you pay over $40/mo"
"Going to switch to shaw. 32/mo with bundle, get 5mbps"
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Been with TELUS for a long long time. been stuck at 1.5mbps like a loyal little slave. Moved into a new house and signed a stupid 3 year contract to get a little discount on high speed enhanced whopping 3mbps. Going to shaw. everyone I know loves their shaw connection now that they're docsis 2.0. 5mpbs for cheaper than telus and no contracts.
Going to switch with a competitive switch offer which should help counter the contract cancellation fee that telus imposes!
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Review by Ishan05
Posted: 1.3 years ago
member for 1.3 years, 3 visits, last login: 1.3 years ago
Burnaby,BC
$50 per month (12 month contract)
Telus
"Telus has a stable connection thru wires(i said connectiong nothing else) .. If your area gets 2.6mbps then that's what you got."
"Everything else .. horrible customer service, sends cheap gateways, no help if you cant figure something out"
"Even though you get a connection speed that doesn't change like cable, you wont be getting anything else. Not for games!!"
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Telus, a fast service and good customer service, NOT !!! If you've got telus you've probably called them, had problems with your router and wanted to switch to cable ....... Yea of course.. Their website shows the 2wire 2700 but if you sign up you recieve the siemens se567 which doesnt work with any game console!!!! No DMZ .. no UPNP ... NO HELP Try calling them once in a while and try to get help and not get told to search google or call someone else, like siemens(which they do not have a number for) or even your computer manufacture ... Seriously they don't know what they're doing ... Even you are told you will receive 3mbps you may not get over 2.5 but they don't know whats wrong ...If you want to get telus, give it some thought and make sure that most computers are wired, you have no game consoles and you probably wont be using p2p sharing ...
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 Review by GaiaChaos
UPDATED: 1.3 years ago
member for 3 years, 92 visits, last login: 16 days ago
Vancouver,BC
$45 per month (36 month contract)
about 5 days
"Stable for the most part..."
"Poor customer service and tech support, Overpriced, Slow With Keeping Up With Technology"
"Just a matter of picking your poison."
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UPDATED (July 22, 2008) I have added some extreme points regarding TELUS. TELUS is cheating millions of customers for one reason: corporate greed. My superiors work for giant companies, so I know.
Installing Procedures: It's actually much simpler than what most people think. Just follow the instructions from the manual and you'll be fine.
Number of Days Before Activation: It varies, but 5 days is considered too slow for me. This can easily be done in one day.
Connection Reliability:
It's usually stable. However, bare in mind that Telus has been using archaic ADSL network/equipment for the past decade. Other countries are using a new type of network called ADSL2+. If you prefer connection stability than speed, then I guess Telus ADSL is right for you.
If the loop length is too long, then you should not be getting ADSL. That is one of the major limitations stemming from the ADSL technology. It's not good enough to be available everywhere.
Speed: Too slow. Other countries offer higher speeds.
Price: Generally on the high side and barely affordable. I advise against accepting Telus' contracts. There will not be significant decline in price over the years because of various reasons, which in my opinion are not legitimate. First, the CEOs and the execs are overpaid for doing absolutely nothing to offer the best experience for customers (what happened to customer service???). Secondly, they are making sure their buddies (stockholders) continue to make money with minimal loss in stocks. This is the essence of "freezing" prices. Don't let TELUS make you the sucker. Make TELUS the sucker. Unfortunately, I see the former all the time. Too bad, huh.
Customer Service/Technical Support: Very poor. Usually during the evenings you will be speaking to a CSR or TSR that comes from the Philippines. They will only be able to troubleshoot common problems with your internet or PC. They will not be able to troubleshoot specific problems with your internet connection.
Availability: Unfortunately, Telus ADSL isn't for everyone. If you live too far from the central office, you likely do not qualify for ADSL. Even so, your connection may not be stable.
Others: I happen to have one of the shortest possible loop length right now. However, that doesn't change the fact that TELUS is any good.
Final Remark: I suggest getting a technician to carry out a test that measures the strength of attenuation (in decibels (dB)) from your house to the central office before you consider getting Telus ADSL. If dB falls above 50, your connection may not be stable.
My T3 line (45 Mbps/45 Mbps) is excellent by far. I will cancel TELUS when my contract expires. Sorry TELUS corp., but people will revolt against ya eventually.
Followup comments:  
gatman
@telus.net
| Tech Support at Telus DSL Internet I recently subcribed to the high speed extreme service..I had a little difficulty getting it up and running, having to install a new modem they promptly delivered to me. I phoned tech support twice late in the evening (once the call was handled from Montreal, Quebec and the next time, from Burnaby, BC)...the technicians were very helpful, spoke good English and understood exactly the technical issues involved. There was no wait time to talk to them...
Now, I am more than happy with the higher connection speeds I am getting.
I will stay with Telus. | |
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GaiaChaos
The Illusion of Gaia
join:2006-11-08
Vancouver, BC
 ·TELUS
| Re: Tech Support at Telus DSL Internet said by gatman :
I phoned tech support twice late in the evening (once the call was handled from Montreal, Quebec and the next time, from Burnaby, BC)
Right. So you actually asked them about their whereabouts? That wouldn't cross the casual customer's mind in the first place.
You were actually talking to a representative and not a technician. The representative normally have to get you to answer a few questions regarding your problems. Then they forward the information to the higher tier techs to troubleshoot your problem. You cannot speak to a tech directly, since the techs contractually cannot talk to a customer unless they are at your house to repair your line. The problem you described was just too common, and I know this.
Your story have holes and thus I don't buy it. Even if true from that instance, you cannot base the result on one experience. In your case, you are result-biased. Average the experience out and you will notice something fishy about Telus' customer service and technical support.
There is another forum (not this one) in which the Telus customers voiced their displeasure in Telus' tactics. | |
| | | CR123
join:2006-11-04
Vancouver, BC
| Re: Tech Support at Telus DSL Internet Edit your prices again - you no longer have to pay $5 more if you don't have a TELUS LD or cell. You do pay $5 more on month-to-month, though.
TELUS customers can speak to technicians; however, all calls are directed to front-line support staff, like many ISP's. I'm not sure what the "contractually" is about. | |
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GaiaChaos
The Illusion of Gaia
join:2006-11-08
Vancouver, BC
·TELUS
| Re: Tech Support at Telus DSL Internet I was denied the request to talk to a technician every time I called. Technicians aren't even trained for customer service, anyways, so I'm pretty sure the union is strict on what the techs can do and cannot do. To my knowledge, the CSRs/TSRs can only spend time with the customer for a limited amount of time during peak hours or else they get vehemently scolded by the supervisors/managers (douchebags btw). Also, many customers are deliberately on hold for a long period of time. The management implemented this system on purpose in the hopes of getting those angry customers to hang up. That's lousy CS for you.
The extra $5/month charge still applies to those who doesn't use Telus LD. I have proof of this. Technicalities will not matter, since Telus will find ways to deceive customers. When I specifically asked for a modem through phone, I was NEVER sent the specified modem.
Telus is too desperate to leech more money off customers in order to satisfy the stockholders. With respect to the other countries, ADSL has been a laughing stock in Canada. | |
| | | | | CR123
join:2006-11-04
Vancouver, BC
| Re: Tech Support at Telus DSL Internet Well, I should have said the $5 extra doesn't apply now, as in if you sign up now. They don't change your price after you sign up, though.
You can ask to speak to a technician - the CSR will decide, based on the guidelines they are given, if it makes sense to transfer. They can speak to customers directly, although it's rare.
I'm not sure where you get the idea that many customers are put deliberately on-hold for a long time?
You can ask for a specific modem, but I don't think TELUS has 'pick your own free modem' as a policy. They may or may not give it to you - it's the CSR's call. If you were promised it would be sent, and it wasn't; well, that's different. | |
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GaiaChaos
The Illusion of Gaia
join:2006-11-08
Vancouver, BC
·TELUS
| Re: Tech Support at Telus DSL Internet said by CR123 : If you were promised it would be sent, and it wasn't; well, that's different. That WAS the case.
Just a few days ago, I requested a tech to see why I am not connected to a port, all of a sudden. TSR said he promised that the tech (whoever that may be) will fix the situation in one hour. However, that NEVER happened. I called for the request again this morning, and I'll have to see if the port problem will be fixed.
I later found out that one of the customers recently got his ADSL installed. At the same time, my port was carelessly severred. Yep, so much for TELUS' fully trained techs.
And...
said by CR123 :I'm not sure where you get the idea that many customers are put deliberately on-hold for a long time? I have proof of this. One piece of evidence: One of the Filipino TSRs claimed that they had no calls in the "morning" before me. Yet I waited 30 minutes --- I expected this, so I pretty much took a shower, brush my teeth, eat breakfast, etc. before I got through. I know your manager cannot post here, but I certainly have some inside info. | |
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DP060
@telus.net
| Re: Tech Support at Telus DSL Internet Well, this is strange. We have someone claiming that they have evidence that they were "deliberately" placed on hold for "a long time", and yet the only evidence they have of this is the fact that the call was routed to an offshore call centre. Could this be because they were placed in a timed queue for local support, and when the timer reached zero they were forwarded to an offshore centre? Nope, its a grand conspiracy by Telus against only this particular customer.
Personally, I have both Shaw and Telus in Alberta, and I have problems with both of them. I keep both of them because I need a constant connection for my job, so when Telus goes down I simply hook up the Shaw, and vice versa. I spend $161.95/mo on Telus Server Elite, and $99.95/mo on Shaw Nitro. For me, its easier to pay that much more a month than to sit on hold for an hour every two weeks because my connection is down.
Neither company is stellar, but when we criticize them, lets try really hard to stick to the facts and not invent some bizarre conspiracy. Bottom line is, you were placed on hold for a long time. Yes, it sucks, but believe me, it is not deliberate. Your inside info is bunk, nothing more. | |
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DarkGaiaChaos
@telus.net
| Re: Tech Support at Telus DSL Internet DP060: Obviously you are making assumptions that doesn't account to my situation. I CALLED EARLY IN THE MORNING (6 AM) AND I STILL WAITED 30 MINUTES. There is no way it takes that long for my call to route to the Phillipines.
I requested the rep to speak to the TELUS manager (an idiot). The rep said no, but he can get the TELUS manager to call me back. I knew right away that was totally BS. So I told him that the manager won't call back because he obviously has bigger fish to fry. The call-back gimmick was an attempt to shut me up. I see no reason to believe that that is NOT deliberate and that is not the only deliberate stunt afaik.
Since I'm practically working all week, there is no reason for me to give them shit. The fact is: Canada's broadband will always be 2nd-rated compared to the rest of the world. | |
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 Review by Telly Boot
UPDATED: 1.3 years ago
member for 7.5 years, 3124 visits, last login: a few hours ago
Vancouver,BC
$40 per month (36 month contract)
about 7 days
Telus
"Same price, fast, stable."
"Offshore tech support useless"
"Very good."
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Upgraded to Extreme ( 6Mbps / 1 ) in January 2007 for the same price . After "upgrade" switch-over a nightmare few days ensued: ( see thread: Telus port didn't work-cut off- offshore support useless- repeatedly wouldn't pass problem to BC Support- hung-up...) but once I got a local tech on the job [*cough* call "Line Repair"] it started to work fine and is very stable:
Download Speed: 5280 kbps (660 KB/sec transfer rate)
Upload Speed: 848 kbps (106 KB/sec transfer rate)
I'm using the Siemens SE567modem/router and it has a powerful signal but the user interface is a little quirky. I get slightly higher speeds to my laptop, and it's easier to get into the Siemens control panel via the laptop- newer hardware, I guess.
Overall: very good quality for a low price, local techs know their stuff.
"Nightmare" thread here:
»Upgrading nightmare before Christmas.
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Review by AiMnDtel
UPDATED: 1.3 years ago
member for 3.8 years, 932 visits, last login: 292 days ago
Surrey,BC
$30 per month (36 month contract)
about 6 days
Telus
"Technical support just barely acceptable, quality of service fluctuates"
"Service, price and to much offshore outsourcing of services"
"TELUS has to remember where it's bread butter comes from"
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8 months to go on 3 year term as of July 16, 08
The order and provisioning of the service straight forward for 1.5 ADSL
I was lied to in regards to what speed I could expect.
Found out later after signing up for a 3 year term that I was on the borderline in regards to distance for ADSL service.
I feel like I was snookered by TELUS
Initially I wasn't getting anywhere near advertised speeds
It took some modem changes and rewiring to get things close to advertised.
Just recently my speeds have dropped back down for some reason and I am having connectivity issues..
For me TELUS gets a failing grade.
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Review by jyeung
UPDATED: 1.4 years ago
member for 5.6 years, 408 visits, last login: 14 days ago
Burnaby,BC
$30 per month (12 month contract)
Telus
"Pricing, service, quality"
"Speed dependent on line condition"
"If you have a good DSL line, TELUS High Speed is a good choice. If not, then stay away."
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I recently relocated to Vancouver to work for TELUS and have attempted to get TELUS High Speed Internet installed in my place.
The promotions they have a fairly decent, and include a $200 Amex gift card for a one year high sped contract, which I opted for. Problem is, half the dealers don't know the promotions. I went to Best Buy and Future Shop, both of whom had no idea how to even sell TELUS internet, and finally find someone with a clue at London Drugs who was able to activate for me.
Within a few days, they sent me a modem. I requested for the Speedtouch 516 modem instead of the 2Wire and hooked it onto my router at home.
During the first couple of days, the DSL line sync kept dropping once every two or so minutes. I ran a line test and saw my line wasn't even capable of 2Mbps - the theoretical speed was around 1.5; and even that's pushing it. This was fixed shortly after by a technician visit.
Compare that with Shaw, whose high speed is a steady 5Mbps and Extreme-I is a whopping 10Mbps.
Granted, most of these are technological limitations. TELUS provides a decent service, but unfortunately sometimes technology doesn't work too well due to distance issues. If your line is good, then you'll get good speeds. If not, you'll end up in my situation. I'm sticking with TELUS due to employee discounts and to support my employer, but if I was a consumer, I would jump ship.
Bottom line: go with TELUS if your line's good. Stay away if your line's bad (unless you don't mind even slower speeds, depending on how your line is).
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 Review by DMCR
UPDATED: 1.5 years ago
member for 1.5 years, 42 visits, last login: 304 days ago
Vancouver,BC
$45 per month (36 month contract)
about 60 days
Telus
"Consistent DL/UL speeds"
"Horrible service (cycle this .!.. ), Lousy DNS, Phone agents make up answers as they go."
"If you like to spend hours on the phone arguing with strangers TELUS might be for you!"
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If your the kind of person that doesn't accept any less than what you have ordered and are prepared to hound these guys until you receive the promised performance from your connection you will eventually get it. I recommend getting the business card of the "tech" that actually knows what they are doing...don't worry there will be many visits,most of them have no clue which end of a screwdriver to use....(It's no secret that Telus contacts out technicians one tech told me "You will be lucky if one out of 3 actually works for Telus" they aren't happy either, in my many conversations with various techs 2 directly complained about the contractors screw ups and how they end up having to correct the problems created by these hacks. If your the type of person that doesn't monitor the quality of your connection likely you won't run into the issues I have, but if you are beware ! You are in for the same scripted answers every time you call the first line support until they finally get it through there heads that you know a hell of allot more than they do! at which time you are forwarded to actual techs with honest non scripted answers in allot of cases these guys have been brutally honest to the point of telling me that there are failures on their end (something first line support doesn't do and by all accounts isn't allowed to do ...script monkeys?). I have noticed since switching to the 6.0 package (Extreme) that the line speed up and down is almost rock solid and within acceptable ranges notably the up speed, 1 mbps on a really good day and averages around 95 KB/s My review above is mostly aimed at the 3.0 package (Enhanced package). In short if your going to go with Telus go straight for the 6.0 and hopefully you won't have to deal with all the BS I had to.
Followup comments:
DarkGaiaChaos
@telus.net
| Clarifications 1) TELUS practice outsourcing. Their reason supposedly is to save money, but I do not believe they needed to save money in the first place. The senior management, executives, and the CEO is flat-out overpaid for deliberately "slow-rolling" technology. So thus, they have no intention to make ADSL grow in Canada.
Anyway, most of the front-line agents you were talking to were likely from the Phillipines. North America is notoriously known for practicing outsourcing for the sake of their capitalism regime (ironically, their economy has sunk).
2) TELUS techs can risk being honest because they are a union member of TWU. They can't get fired instantly. On the other hand, the Filipino agents can easily get fired should they make one mistake (no union in Phillipines TELUS call centres). They only get paid like $3-$5 a day for so many hours of work (NOT per hour). And the Filipino reps are easily replaceable.
3) Bandwidth per dollar is still too high in today's standards because TELUS is in essence running a monopoly. I am demanding the CRTC to probe TELUS in conjunction to Bell, Rogers, and Shaw.
Although to be honest, I do not trust the CRTC because what the hell were they doing the past several years??? | |
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Review by nriding
Posted: 1.5 years ago
member for 4.7 years, 18 visits, last login: 3 days ago
New Westminster,BC
$40 per month (36 month contract)
about 1 days
Telus
"Consistent reliable service. Very good for online gaming. Bundled Wireless router is a bonus."
"Monthly price is too high or long term contracts."
"I keep this for Online gaming, it's much more reliable than my Shaw service."
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I switched from Shaw to Telus for better Xbox Live performance, and lower price. Telus is much better for online gaming. It's more expensive when you factor in the bandwidth that Shaw is able to provide these days. Long term contacts suck. I started with a Self install kit, and when the modem crapped out after about a year, the Telus technician, came in and installed a POTS filter, and replaced my modem no charge. I've had excellent service from Telus, but not terribly prompt, I had to wait almost a week without internet. Billing is generally honest and they call frequently to make sure you are happy with your service. I probably won't sign another 3 year contact though. I'll keep it short and switch to take advantage of cheap incentive rates, unless they give better loyalty discounts.
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Review by serfx
UPDATED: 1.5 years ago
member for 1.5 years, 7 visits, last login: 8 days ago
Edmonton,AB
$94 per month (48 month contract)
about 13 days
Telus
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i've been off an on with telus for many years, since my dial up days in 93 with agt, and then moving over to telus. i somehow managed to keep my agt address, even in their new systems. i should note that price includes local line, internet and ttv.
anyways i just recently moved into a new place, and i figured that despite my dislike of telus' policies on a few things they are usually far superior to the alternative, and i figured i'd bundle in my tv at the same time. despite some hitches getting things arranged (hazzah for sales?) once the tech was out it was a short install, with cat5 now running through the house. I would have been happier with a speedtouch, but the 2wire appears to be working alright so far. both wireless were setup easy enough (done while tech was registering one of the STB)
my main complaint comes from speed. i know my modem is syncing at the right rates, but even with only one STB powered on i'm downloading at about 170Kbps, speed tests put me slower, but my up is around 80 - 90.
i should be closer to 300 down.. esp once i pulled the power from the other STB. guess i'll double check with them when i have the time to figure out the automated system.
but only a few hours in i'm almost happy with telus again. and still better speeds then i would get with shaw durring any time of day, thanks to apartment complexes.
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Telus $30.95 Extreme 6
Telus Service