Telus offers a variety of services for consumers including mobile phone plans, home internet, TV, and streaming services. Their mobile plans include options for unlimited data with different speed levels, family discounts, and the ability to bring your own device or shop for new phones with no contracts. For home, they provide PureFibre Internet® and Optik TV bundles, which combine internet with TV and streaming packages starting at affordable monthly rates. Customers might be billed by Telus for these subscriptions, which can include phone plans, TV streaming, and internet services, often with promotions and discounts if bundled together.
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Based on user experiences, canceling a subscription with Telus is reported as extremely difficult and time-consuming. Customers describe manipulative tactics and long phone calls with multiple representatives, often lasting several hours before cancellation is successful. The process is frustrating and mentally taxing for many users.
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minutes to cancel a Telus subscription.
How to Cancel Telus: Step by Step
If you purchased through Credit Card:
- Log in to your My TELUS account.
- Select the Billing section.
- Navigate to Manage subscriptions.
- Find the subscription you want to cancel.
- Click on Cancel next to the subscription.
- Follow any prompts to confirm your cancellation.
If you purchased through My TELUS App:
- Open the My TELUS app on your device.
- Log in to your account.
- Select the Subscriptions tab.
- Choose the subscription you wish to cancel.
- Select Manage.
- Click on Cancel my subscription.
- Confirm your cancellation when prompted.
If you purchased through TELUS customer service:
- Call TELUS customer support at 1-866-558-2273.
- Follow the prompts to speak with a representative.
- Request to cancel your subscription.
- Provide any necessary information for verification.
- Confirm the cancellation when directed by the representative.
Tips & Tricks for Canceling Telus
- Use online chat to request a callback from an agent instead of calling directly first to avoid frontline resistance.
- When the agent calls back, insist on speaking to a manager or the loyalty/retention team who have authority to cancel and possibly waive fees.
- Do not mention cancellation intentions to frontline agents as they often delay or obstruct the process.
- Be persistent and patient, expect long hold times and multiple calls (some users reported wait times over 2 hours).
- Express frustration firmly and request escalation if regular agents refuse to process your cancellation.
- Ask for written confirmation of cancellation date and any fee waivers to avoid unexpected charges.
- Time your cancellation close to the end of the billing cycle or contract period to avoid extra charges.
- Be aware of cancellation fees; sometimes negotiating with retention teams can reduce or remove these fees.
- If trying to schedule a future cancellation date, be prepared that agents may refuse and only allow immediate cancellation; consider calling on the day you want cancellation to go into effect.
- Escalate the issue by calling repeatedly, asking for supervisors, and being persistent if cancellations are refused.
- Email support with detailed account info if phone/chat is unhelpful; some users received private messages from Telus support on forums.
Telus Customer Service Info
If you need assistance, here's how you can get in touch with Telus's support team.
Cancel Telus Script
Script
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Hello Telus team,
I hope this message finds you well. I am writing to formally request the cancellation of my subscription due to recent changes in my financial circumstances that require me to reduce my monthly expenses.
Please process my cancellation at your earliest convenience and confirm via email once it has been completed. Thank you for your assistance.
Best regards,
Frequently Asked Questions
Telus allows you to cancel your subscription at any time to stop the renewal at your next billing date. After cancellation, you will continue to have access to your subscription until the end of the current billing period.
To cancel your Telus subscription, you will need to log into your Telus account, which requires your password. Telus does not appear to offer unauthenticated cancellation via phone or chat without verifying your account with a password. If you need to reset your password, you can do so here: https://www.telus.com/en/support/article/reset-home-services-account-password
- Poor internet speeds and ongoing internet service issues
- WiFi problems causing connectivity disruptions
- Problems with TV service, including issues with TV boxes and PVR (Personal Video Recorder)
- Billing errors, such as being charged for devices or services not properly connected or used
- Difficulty in cancellation process, including needing confirmation from Telus and sometimes being charged for early cancellation
- Switching areas, for example moving from a fibre area to a non-fibre service area
- Dissatisfaction with app or web app functionality
- Contractual obligations that impose fees if cancelling early
- Customer service challenges in handling cancellation requests smoothly
- Security services cancellations such as online security or alarm systems once contracts expire or due to service dissatisfaction
Telus often requires users to sign 2-year contracts with early termination fees, typically $15 per remaining month per product (like internet and TV), which can add up quickly if you cancel early. Non-contract plans are available but tend to be more expensive and offer no incentives. Additionally, cancellation requires contacting Telus with a defined cancellation date, and you are responsible for any charges up to cancellation with no refunds for small credit balances; this can make immediate cancellation costly or inconvenient.
Before cancelling a Telus subscription, membership, or bill, it's important to know that cancelling before the end of a contract (often 2 years) may result in an early cancellation fee, such as a $130 fee for Telus TV. You will lose access to the specific services included in your subscription, for example, Telus TV service features will no longer be available. Also, you will need to return any Telus equipment at your own cost, as Telus does not provide shipping labels for returns. Additionally, cancelling may mean losing service quality and features tied to the subscription, and any deposits paid may be refunded minus any outstanding fees or charges.
- Account login credentials (username and password for your My TELUS or Telus.com account)
- Subscription or service type (Mobility, Home Services, or Smart Home Security)
- Phone number associated with the account
- Full name of account holder
- Billing address (if requested by representative)
- Account number (found on your bill or online account)
- Email address on file
- Reason for cancellation (if requested)
- Confirmation of cancellation (look for a confirmation email or message after cancelling)
- Access to customer service phone numbers (Mobility: 1-866-558-2273, Home: 1-888-811-2323, Security: 1-855-255-8828)
- Knowledge of non-refundable prepaid credits
- Ability to verify ownership (may need to answer security questions if calling customer service)
We've actually written a step by step guide on how to get a refund from Telus. Check it out!
The Easiest Way to Cancel Telus
If you’re frustrated trying to cancel your subscription, membership, or bill from Telus—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or email account, and we’ll take care of the rest.
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What Are Some Alternatives to Telus?
TELUS TELUS Mobility TELUS Telecom TELUS TV TELUS Internet TELUS Wireless TELUS Equipment TELUS Services TELUS Payment TELUS Instalment TELUS Refund TELUS Credit TELUS Deposit TELUS Monthly Fee TELUS Usage TELUS Roaming TELUS Data TELUS Plan TELUS Activation TELUS Late Fee TELUS Service Charge
Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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