Review Insights · Google Play
My TELUS
TELUS · 73,844 ratings · ★ 3.5
3.5
★★★★★
73,844 ratings
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Top complaints - extracted from 82 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"
24 negative reviews mention this · 29% of all complaints
★★★★★ "Telus website says they are going to send me a link ... but they never do. Their telus' website sucks." - Gordo Weitzel
2
"service"
16 negative reviews mention this · 20% of all complaints
★★★★★ "do not use their internet service, There is less than zero customer service and the internet is bad" - shion major
3
"been"
15 negative reviews mention this · 18% of all complaints
★★★★★ "I signed up for TELUS Home Security with a $2/month promotion. My first bill was correct, but the price increased immediately the following month without any clear notice. The system has not been working properly since installation, and the…" - agha Ghassan
4
"customer"
11 negative reviews mention this · 13% of all complaints
★★★★★ "do not use their internet service, There is less than zero customer service and the internet is bad" - shion major
5
"useless"
10 negative reviews mention this · 12% of all complaints
★★★★★ "completely useless" - Natasha Wallis
6
"doesn"
9 negative reviews mention this · 11% of all complaints
★★★★★ "can't log in, doesn't matter if it's a password or biometrics. I have to chase down a code in my email, and as soon as I submit you log me out. Eleven tries. Fix your app!" - Megs G
7
"account"
9 negative reviews mention this · 11% of all complaints
★★★★★ "It always disconnect when I'm trying to check my account..so bad app" - Akatsuki Ibara
8
"bill"
9 negative reviews mention this · 11% of all complaints
★★★★★ "Terrible app. It never has issues showing my bill. But throws errors for almost everything else." - Jordan Fischer
9
"phone"
9 negative reviews mention this · 11% of all complaints
★★★★★ "was good but can't make payments anymore without it being a hassle or not at all that part of the app is broken FIX THE APP why do I have to log in even thou I am already logged in to make a payment then not be able to do anything still suc…" - alex murphy
📋 All 82 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").
can't get big tv to work
Telus website says they are going to send me a link ... but they never do. Their telus' website sucks.
can't log in, doesn't matter if it's a password or biometrics. I have to chase down a code in my email, and as soon as I submit you log me out. Eleven tries. Fix your app!
doesn't login and will just remain at the login page. tried troubleshooting doesn't work.
do not use their internet service, There is less than zero customer service and the internet is bad
As usual the app is struggling to sign me in. Telus should be embarrassed. They make enough money off of us to afford an app that works properly. I detest Telus and do everything I can to avoid calling them because dealing with them is always a nightmare.
I need to talk to a live person but your system only wants me to figure out everything by myself!! This is NOT service! This is abandonment!
unable to get proper information!
im not a telus customer but I was charged 3 times $ 52.36 ......why ???????
Broken as of 05-05-26. Devices don't show up anymore. Keeps saying something wrong with the connection.
Locked out again. Can't update my info. Hardly seems worth it.
I signed up for TELUS Home Security with a $2/month promotion. My first bill was correct, but the price increased immediately the following month without any clear notice. The system has not been working properly since installation, and the service quality is poor. On top of that, the billing is confusing, with unexpected increases and charges. Very disappointing experience. I do not recommend this service.
completely useless
Simply does not work.
Terrible! Old app was much more user friendly. Will be changing providers when contract expires.
was good but can't make payments anymore without it being a hassle or not at all that part of the app is broken FIX THE APP why do I have to log in even thou I am already logged in to make a payment then not be able to do anything still sucks really disappointing not fixed I use to be able to pay still can't 8 months now ... app changed might as well delete it and just use web browser and save space on phone since that's all the app does now is redirect to the web page wish I could give 0 stars
I can never find what I'm looking for
this app is terrible. I spent close to a year not being able to log in. somehow it got sorted out and a couple months later, I can't log in again. every time I try it just takes me back to the login screen.
App will not log me into my account. I enter my password and then it takes me back to the login screen. This has been occurring for months. Phone is the Google pixel 8
App and website run you in circles leaving you unable to complete actions you wish to do. Encourages you to not call in, then leaves you in the lurch. terrible customer and user experience.
Rating one star because there’s no option for zero. This app has been extremely frustrating to use. I’ve tried multiple times to log in without success. When attempting to reset my password, it prompts a security question I never set. The app used to be easy to navigate, but now it’s become unreliable and difficult to use. This needs urgent attention.
Sluggish, unintuitive, certain commands won't work. Feels like an old browser experience with an App facade slapped on top. Pretty disappointing from a multi billion dollar telecommunications company
I haven't been able to log on to the website or app to pay my bill and now it is overdue, somehow that is supposed to be my fault. Going to be looking for a new ISP.
My account says it's been canceled. It has not verified it with customer service but I can't even get into my online account except to pay the bill. Of course, they would let me in to pay the bill, but not access any of the services.Quite disappointed
It's lame, I have to pay for shows and movies I've seen for the last 40 years. Let's get current people.
awful internet and wifi service, works barely long enough for the negative review. it's been absolutely abysmal for months. horrible service across multiple telus networks owned by different people. overall service is steadily deteriorating.
Not happy with anything about your company. It is impossible to get any customer service over the telephone. I would happily change provider but it is too difficult to do so.
doesn't work I can never connect to support I'm unable to order new services online
This app is absolutely horrible.... told to go find a dispute tab on the bill overview page that doesn't exist.... told to go find a online security tab which doesn't exist. Absolutely horrible and it's going to make me leave Telus after being a customer for over 30 years. Can't talk to a representative because now everyone is using this damn AI nonsense.
not good useless
Dumbest app ever, won't let you log in. Fire whoever made the changes. 🤦🤦🤦
I so regret getting trapped into the biggest scam of the century! if you haven't been sucked into the Telus lies I advise don't even consider it. worst customer service while bleeding your bank account dry, also this app randomly logs you out and forces you to change yout password to some new one over and over again, almost monthly. idk even know my password anymore I've been forced to change it about 20 times in the last 2 years. as soon as I am done paying off my kids phones I am leaving this!
It never works. Completely useless. Time passes, never fixed...
I have never seen a more useless, confusing app. All I want to do is review my latest statement. As usual, your website is a nightmare. I am actually thinking of changing over to another provider. This is beyond ridiculous.
Absolutely the worst experience ever.I hate tell us
reducing my review due to it being absolutely horrible, it was good at one time, like 5 stars, now it says my account is canceled and it doesnt do what I need it to do.
MY TELUS LOGIN SAYS 'TRY AGAIN LATER' for days, multiple verification attempts- I'M NOT PAYING $5 🤬
this app is useless. it keeps sending a verification code that never works. if it wasn't for the fact Telus has taken control of other companies we would not have to use them.
Cannot access my Optic TV theme packs. It's been an issue for over 2 years. Telus is no help in this matter.
Goes around in circles. It's easier to cancel my plan and go to a different company than to simply change it. Such a waste of time.
It won't let me login
Literally tells you to go to the website which then tells you for the best experience download the mytelus app these guys are a literal joke. rogers and bell actually have working apps fyi.
very bad no contact with the costumer service.
Terrible, barely ever loads properly. It is a constant fight to get anything done, most of the time I just give up and go to the actual website which also isn't great but is slightly better than the app.
Only able to login 40% of the time, 2 step verification never works. always freezes or says "oops somthing went wrong" and can't load the page.
it's pretty painful to use with my phone. cuts off parts of the screen, turning my phone horizontal does nothing. the u.i is painful and not at all intuitive. guess when you have an oligopoly quality and customer service is not required.
I've never missed a bill payment. I've been a loyal customer for over a decade and Telus has cancelled my account without any notice or warning and limited my account access. The app is garbage and only gets worse and harder to use with every update and trying to resolve anything with Telus is absolutely impossible. Switching providers.
Updates and bugs are making things worse. I used to have virtually no issues, but now the app is saying my account has been cancelled which it hasn't. The web page doesn't show this error and I've spoken with Telus, so I know my account is not cancelled but now the app is completely useless.
worse app ever
what a clown show 🤣 gets worse every day and they hide behind ai.
+ 32 more in the clipboard copy
Sentiment summary
61%
Positive (4-5★)
9%
Neutral (3★)
30%
Negative (1-2★)