Review Insights · Google Play
My TELUS
TELUS · 76,738 ratings · ★ 3.6
3.6
★★★★★
76,738 ratings
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Top complaints - extracted from 50 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"telus"
11 negative reviews mention this · 22% of all complaints
★★★★★ "Telus is no good anymore, they are turning into rogers when it comes to your bill, and its hard to get ahold of a rep." - Yaniyan Rodriguez
2
"work"
7 negative reviews mention this · 14% of all complaints
★★★★★ "When I first got the app it was very hard to register my account and then when I finally had it hooked up it worked good for a couple of months Now I've gone to use it again and no matter what I do to try to log into my account even if I go…" - Anthony Jason Phillips
3
"doesn"
6 negative reviews mention this · 12% of all complaints
★★★★★ "When I first got the app it was very hard to register my account and then when I finally had it hooked up it worked good for a couple of months Now I've gone to use it again and no matter what I do to try to log into my account even if I go…" - Anthony Jason Phillips
4
"phone"
6 negative reviews mention this · 12% of all complaints
★★★★★ "When I first got the app it was very hard to register my account and then when I finally had it hooked up it worked good for a couple of months Now I've gone to use it again and no matter what I do to try to log into my account even if I go…" - Anthony Jason Phillips
5
"account"
5 negative reviews mention this · 10% of all complaints
★★★★★ "the app or the way it's laid out to you is very vague. I liked it before with the details available for your account" - Leona Moses
6
"login"
5 negative reviews mention this · 10% of all complaints
★★★★★ "worst fucking app I've ever used. never allows me to login, whether that be online or this app, and it never explains why. and when/if I ever do somehow manage to log in due to shear luck, it always says that there was an error and logs me …" - Darth Nemesis
7
"manage"
5 negative reviews mention this · 10% of all complaints
★★★★★ "worst fucking app I've ever used. never allows me to login, whether that be online or this app, and it never explains why. and when/if I ever do somehow manage to log in due to shear luck, it always says that there was an error and logs me …" - Darth Nemesis
8
"company"
5 negative reviews mention this · 10% of all complaints
★★★★★ "the definitions of the plans are vague and difficult to find- ie. $30 plan. I want to know exactly what I am paying for. Also, where would a customer find a invoice of when he paid for them?. Why do you STILL not listen to your consumers?? …" - SDCoctober71 SDCoctober71
9
"service"
5 negative reviews mention this · 10% of all complaints
★★★★★ "used to be a decent app to manage my accounts but since the update it doesn't give me any options to select my channels or update my services. do better" - Tiffany Williams
📋 All 50 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
When I first got the app it was very hard to register my account and then when I finally had it hooked up it worked good for a couple of months Now I've gone to use it again and no matter what I do to try to log into my account even if I go to forgot my username or password whatever I try doesn't work I can't even uninstall the app out of my phone properly very disappointed
worst fucking app I've ever used. never allows me to login, whether that be online or this app, and it never explains why. and when/if I ever do somehow manage to log in due to shear luck, it always says that there was an error and logs me back out before I can pay my bills. seriously debating switching to Rogers or something because at this point it's fucking stupid.
no phone number for billing, lots of links but no chatbot option, or number to call and agent
crashed all the time, limited options that forced you to use the web page, not worth the memory space.
it's too difficult to log in
paid in full for said phone after 3 months of 'monthly payments'. still being charged monthly payments. lots of dropped calls. poor connection when using data. high monthly charges. changing companies as soon as this phone issue is resolved
Telus is no good anymore, they are turning into rogers when it comes to your bill, and its hard to get ahold of a rep.
Disgusted. If I could give negative stars I would. I can't review an app that won't work. I've been stuck in a login loop for months now, and to make it worse, the website is having issues. Joy.
Tried to order a new phone using the app. pretty much pointless and didn't matter. They would not ship the new phone without calling and talking to me in person and confirming my identity and a bunch of other minutiae related to the order receipt they emailed to me that went to my junk folder. Really annoying and frustrating experience, having to essentially order the same product twice just to get it. Don't order through the app and just call them because clearly they need too anyway.
the definitions of the plans are vague and difficult to find- ie. $30 plan. I want to know exactly what I am paying for. Also, where would a customer find a invoice of when he paid for them?. Why do you STILL not listen to your consumers?? Also- tell your A.I. to reread my bill before sending a notice. also for a major world company- this app is cheaply assembled and executed. still.
your telus phone work because your tower is not working and won't fix it. I want a new phone thru another company at no charge. An upgrade! I will go to Roger's, Bell whoever but never again with Telus
terrible, have complained endlessly!!!
I get frustrated every time I try to do a simple top up for my SIM card. Why is this app so confusing and hard to use and why don't you fix it?!
used to be a decent app to manage my accounts but since the update it doesn't give me any options to select my channels or update my services. do better
Too many stupid notifications - always trying to sell me something. Had to turn its notifications off.
Not Working Anymore!
log in is clumsy, sometimes in an endless loop
Price kept going up. Stop it or we leave.
this app sucks the big thick one can't even top up prepaid mobility account when you click on manage it doesn't do anything it takes you back to the same page, I'm slowly getting away from telus, virgin mobile is so much better
worst design ever. could never connect with real support agent. They only have ai. which can't resolve issues
Whatever recent change they did broke the app keeps saying don't have any linked accounts but when entering account number and postal code says profile already exists goto overview smh
I checked responses from Telus to reviews and only found one. that demonstrates they don't care about our feedback. I was thinking of getting the internet now that the $100 fee is gone. internet $80 per month so i add to cart then on the next page the price has changed to $95 i can't trust their website
No guidance. No support.
No Uninstall Option! I don't even use Telus. How do I get rid of this app?
total trash. harasses the user
won't let me login
App doesn't always allow me to manage my mobile account. The page will continuously refresh and show no information.
If I could rate it 0 I would. I had a pixel 7 where the app AND the mobile website simply didn't work. I had to use my wife's phone (pixel 8) or a computer in order to do anything. I now have a pixel 10 and what do you know? App sends you on an endless loop of logging in yet won't actually log you in. Yes the app is updated. Yes I've uninstalled and installed again. Nothing. This app is entirely useless. Not to mention how difficult it is to even see what TF my own plan is. No easy way to see.
if someone from Telus reads this I hope your day sucks.
they hang up on me
I wish I could give it zero stars, yet to find anything that works properly.
it won't let me on the app won't work at all
garbage imposed on users by Telus
I can never even log in to the app. I put in my credentials, I put in my verification code then it brings me back to the login screen on a never ending loop.
Prices and service fees keep going up. AI customer service and 3rd-world app/website development quality going down. My rewards are gone, but the offers have been trash for a while now anyway. Years of customer loyalty? Irrelevant. They don't care. Enshitification at its finest. Quite the greedy, faceless company you've become Telus.
useless service, but Canadas are just piggy Banks and easy money for these scummy services. I absolutely regret having switch to this company, is really, really bad.
horrible app!!!! Horrible service from Telus. Trying to cancel the home security service and cannot connect with a human being!!!!
quit trying to download other stuff I don't want
your accountability is unacceptable! why can I not speak to an agent. I pay your bill every month and expect better customer service! Clean up your act!
Never works. Can't even sign in.
This My Telus app has not worked for six years. Telus customer service is pretty well non - existent. Been with Telus for thirty four years and have never had a late payment charge nor have I ever missed a payment. I have in fact a healthy credit but this month there is a late payment charge...what the heck is going on Telus. Can't dislike this company enough. Don't even get me started on Data mistakes and three of their useless apps...My Telus, Home Security and Smart Home...none work.
Just got this notification today pay soon can. please only one text me once not 12 times .
doesn't work. after login and verification code, it goes to the login screen again.
the app or the way it's laid out to you is very vague. I liked it before with the details available for your account
glitchy at best. I consistently have issues with the app freezing, or not logging in.
Telus 5G sucks, and doesn't live up to claims. Even in the middle of a city with 2 to 3 bars of 5G and it doesn't load data. You can't even stream music without it stopping to load. You aren't getting what you're paying for.
App was working till end of May. this month I can open the app but "manage" is not working. I have tried almost everything that google suggested. but no fix. now have to use my desktop to check statuses. any help would be appreciated
useless
this app barely works at the best of times
always a problem
Sentiment summary
62%
Positive (4-5★)
9%
Neutral (3★)
29%
Negative (1-2★)