Forum Discussion
Vacation Suspension Issues
For the past 2 years I have requested a 6 month vacation pause for my Telus internet service. The first year it was not turned off as scheduled. I found out a month later when I got my bill via email for the usual price. I had to spend 2 hours on the phone calling from overseas to get the pause put in place. At least it was turned back on on schedule when I returned. Last year I set up the pause with a customer service agent and even call back shortly before leaving to make sure it is still in place, and it was. After leaving I find out my service is still on at home and again have to call from overseas to resolve it. Then, I get home and the service has not been turned back on as per the agreement!
This year I figure I'll do it via the online vacation pause request feature. 3 days later I get an automated email saying the request did not go through. I call Telus. It takes 1hr45m for the agents to find what's wrong. They say they'll resolve it and email me when it is done. So today I get an email saying they have issued the pause for the dates I asked for and that I can check it in my new agreement at my account online. So I go look and there are 3 agreements all dated today Oct 19. None of them mentions a vacation suspension at all. 2 of them say the exact same thing pretty much. They list my charges and discounts and give my monthly bill total, but it is actually more than what I pay monthly. The 3rd new agreement only lists my discounts and and says my monthly bills are $0.00
So needless to say I am far from confident that my suspension actually is in place. It's more likely that I will find out after leaving on my trip that my internet is still on at home and will then receive a bill after saying I was charged the new higher amount listed on the agreement.
So if anyone from Telus sees this and wants to keep a customer please email me so you can look into this and tell me what the %$#! is going on and fix it! I leave in 3 days.
Thank you.
6 Replies
- C_Fun
Community Manager
Hi Brian, for your privacy and security, please don’t post personal details like your account number or email publicly. To send TELUS_Support a private message, click on the envelope icon at the top right-hand corner. Once we receive your private message, we can review your account details and confirm your vacation pause information.
Well if this was set up in a more clear way I wouldn't have had to. I did click the envelope in the above right corner but all that did was take me to an inbox which was empty. I then went back to the link you gave me and found a message button there. I sent a message there and I received a message saying the message I sent had gone through. other than that I don't know what to do. Either make more clear what you want me to do or respond to that message or sent me an email. It's up to you but I am very very busy and have had just about enough of Telus runarounds.
I just checked and the message I sent to Telus_support did in fact go through but I have heard nothing yet. What a surprise.
T17TELUS Team Member
Hey yerbo - lets have a look. Please feel free to send us a private message to TELUS_Support with your account details. Thanks for your patience — we appreciate you bringing this to our attention.
I am going to send it here because I don't see a way to send a private message in the place you linked and I am VERY busy preparing for a big trip tomorrow. Name is Brian Lamothe. Telus acct# is (removed account number on public forum). e-mail is (removed email) I spoke with Abby at customer loyalty about my case. I was sent an email from him saying they had issued my vacation pause and to look at my agreements. But there are for some reason 3 new agreements and none seem to be about the vacation suspension. Plus they say my monthly bills are higher than they really are. I want to make sure my service is paused and reactivated on the dates I gave. I also want to be sure I will be getting charged more. Thank you. Please contact me at the above email address.
