Review Insights · App Store
My TELUS
TELUS Communications Inc. · 150 ratings · ★ 3.5
3.5
★★★★★
150 ratings
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Top complaints - extracted from 21 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
"company"
6 negative reviews mention this · 29% of all complaints
★★★★★ "Fail. You’re an Internet and phone company that does not have a fully functioning website or mobile app. How can this be? Your parents must be so sad" - MamanElodie
2
"telus"
4 negative reviews mention this · 19% of all complaints
★★★★★ "can’t login. keeps saying password is incorrect even after multiple resets. works on telus website" - zephyr707
3
"service"
4 negative reviews mention this · 19% of all complaints
★★★★★ "Don’t go with Telus. - You can’t easily switch which Apple Watch is linked to your smartwatch plan via the watch settings or the app, as they hope you’ll open a new plan. - You can’t use Wi-Fi calling outside Canada because they hope you’ll pay the roaming fee…" - bu_bull
4
"business"
4 negative reviews mention this · 19% of all complaints
★★★★★ "Should rate no stars!. Poorest of poor service of all providers. Incompetent customer service if you get through to them after long wait times. Overcharges on billing. Need I say more. Take your business to someone who actually cares about you and not just profit…" - Crappy TELUS
5
"website"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Fail. You’re an Internet and phone company that does not have a fully functioning website or mobile app. How can this be? Your parents must be so sad" - MamanElodie
6
"multiple"
3 negative reviews mention this · 14% of all complaints
★★★★★ "can’t login. keeps saying password is incorrect even after multiple resets. works on telus website" - zephyr707
7
"version"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Very bad app. The interface navigation and order synchronization are terrible. There’s no logical way to rate this app. I had a super bad experience with this app on my iPhone 15 Pro Max up to version 16. I won’t be using this app again." - RizoGj
8
"plan"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Don’t go with Telus. - You can’t easily switch which Apple Watch is linked to your smartwatch plan via the watch settings or the app, as they hope you’ll open a new plan. - You can’t use Wi-Fi calling outside Canada because they hope you’ll pay the roaming fee…" - bu_bull
9
"account"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Don’t go with Telus. - You can’t easily switch which Apple Watch is linked to your smartwatch plan via the watch settings or the app, as they hope you’ll open a new plan. - You can’t use Wi-Fi calling outside Canada because they hope you’ll pay the roaming fee…" - bu_bull
10
"communication"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Don’t go with Telus. - You can’t easily switch which Apple Watch is linked to your smartwatch plan via the watch settings or the app, as they hope you’ll open a new plan. - You can’t use Wi-Fi calling outside Canada because they hope you’ll pay the roaming fee…" - bu_bull
11
"difficult"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Don’t go with Telus. - You can’t easily switch which Apple Watch is linked to your smartwatch plan via the watch settings or the app, as they hope you’ll open a new plan. - You can’t use Wi-Fi calling outside Canada because they hope you’ll pay the roaming fee…" - bu_bull
12
"customer"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Flawed security. How is it possible that TELUS only responds to potential security breaches and fraud from 9-5 M-F? How can a company marketing online fraud protection be so negligent at dealing with potential breaches for their customers" - mc123myc
📋 All 21 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").
Absolute garbage
Nothing more to add. The title says it all
Fail
You’re an Internet and phone company that does not have a fully functioning website or mobile app. How can this be? Your parents must be so sad
2FA Bug
Won’t let me log in because “2 Factor Authentication is missing”, but there is no way to enter it!!
can’t login
keeps saying password is incorrect even after multiple resets. works on telus website
Flawed security
How is it possible that TELUS only responds to potential security breaches and fraud from 9-5 M-F? How can a company marketing online fraud protection be so negligent at dealing with potential breaches for their customers
Very bad app
The interface navigation and order synchronization are terrible. There’s no logical way to rate this app.
I had a super bad experience with this app on my iPhone 15 Pro Max up to version 16.
I won’t be using this app again.
I had a super bad experience with this app on my iPhone 15 Pro Max up to version 16.
I won’t be using this app again.
Don’t go with Telus
- You can’t easily switch which Apple Watch is linked to your smartwatch plan via the watch settings or the app, as they hope you’ll open a new plan.
- You can’t use Wi-Fi calling outside Canada because they hope you’ll pay the roaming fee.
- If you have multiple lines in your account, they can’t have their own outbound caller ID, and all outbound calls will display the name of the account holder.
- Their call center is located in other countries, which makes communication difficult. Their agents have poor communication skills, lack comprehensive documentation, and have a poorly designed backend.
- Their coverage and speed are abysmal.
I could continue listing issues, but I suggest you consider a different service that prioritizes customer satisfaction.
- You can’t use Wi-Fi calling outside Canada because they hope you’ll pay the roaming fee.
- If you have multiple lines in your account, they can’t have their own outbound caller ID, and all outbound calls will display the name of the account holder.
- Their call center is located in other countries, which makes communication difficult. Their agents have poor communication skills, lack comprehensive documentation, and have a poorly designed backend.
- Their coverage and speed are abysmal.
I could continue listing issues, but I suggest you consider a different service that prioritizes customer satisfaction.
STOP REMOVING FEATURES
You removed the ability to have call forwarding on my plan in the app. Ridiculous. Now it’s a 30 minute phone call.
This is in addition to the inability to report service outages without another 30 minute phone call.
Your goal is to get people to not contact you and not support your customers. For being an enterprise company that’s not going to work.
I’m not paying this month for continuously worse service. There’s way better and more reliable providers and this was the final straw.
Get it together-you do an excellent job of making people hate you.
This is in addition to the inability to report service outages without another 30 minute phone call.
Your goal is to get people to not contact you and not support your customers. For being an enterprise company that’s not going to work.
I’m not paying this month for continuously worse service. There’s way better and more reliable providers and this was the final straw.
Get it together-you do an excellent job of making people hate you.
ANNOYING UPDATE
Annoying REPETITIVE update
Should rate no stars!
Poorest of poor service of all providers. Incompetent customer service if you get through to them after long wait times. Overcharges on billing. Need I say more. Take your business to someone who actually cares about you and not just profit.
Trash apps
flash out since 17.2 , updated version made it worse than before. also firber never over 450mbs, this is Fraud.
Worst company in the universe
Bad communication, excessive billing, infinite time to speak to someone
Incompetent people
How do they continue to do business is a mystery
Incompetent people
How do they continue to do business is a mystery
Horrible app, unethical business practices
The app never loads. I can never get to reviewing my usage. I think they purposely do this so that we can never change our plans. Someone needs to file a lawsuit. These guys earn so much money and I doubt that folks can’t even afford good tech team. Less than 2 star app! The team behind this should be fired.
Freezes
Freezes, slow pages don’t load , on iphone 11. not good since security is integrated with web version
Telus please do better
Telus please get your stuff together please. The app usually doesn’t work. Pages are down information isn’t correct. You manage a tele communication business you should be able to communicate better. After 3 years overseas I gotta say that telus is extremely behind even in the most basic aspects of what’s expected of a company
Once you sign up for a trial, you’ll NEVER able to cancel it
Crap service, I tried 20 times to cancel my add-on trial service and ALWAYS fails
I still getting billed for the service I don’t use
Totally crap
I still getting billed for the service I don’t use
Totally crap
Almost nothing works
I cannot top up my prepaid account, change my plan, my current balance shows up as $0, and the price of my current plan shows my current balance. It does show my data usage
0/5
would give less if i could 😂 website makes customer support access super difficult then redirects you to the app saying it’s easier but any attempt at contacting support through the app brings up an error message and offers no solutions.
Barely functional
The fact that such a large company can have such a bad app is a testament to corporate incompetence!
Horrible Experience
Several services in the app tend to go “something went wrong” and no further explanation or solutions, and my prepaid account itself is way confusing than it should with the app. I might have to switch carrier since I find it quite difficult to navigate myself in the app.
Useless so far
Tried multiple times to get the app to recognize my login credentials but all I get is “Oops, Something went wrong”.
Sentiment summary
63%
Positive (4-5★)
3%
Neutral (3★)
34%
Negative (1-2★)