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Last attempt to resolve account issue
Posting here in a last ditch effort to resolve an internet/account issue before filing a complaint with CCTS.
I am on a 250mbps internet plan, along with tv, and some home security thing I never wanted in the first place but was told they had to give it to me as part of some loyalty plan.
6 months ago I contacted support - they couldn’t communicate with the modem on their end, they ended up sending a new modem. I was told it would be a new generation modem, but it was not. I worked slightly better, so I kept it (not worth spending another 3 hours on the phone with support)
Finally the internet got so bad, with ~50mbps down and 10mbps up, and almost non-responsive at times I called again. 3 hours later, and I’m paraphrasing - “we have to send a tech out, something is wrong between the modem and the building”.
I am on a 2 year agreement as a result of the last loyalty plan to keep me as a customer. I confirmed with multiple escalations that my account has always been in good standing, and that my internet speed is nowhere near 250mbbs (~50mbps on a good day). In my view I have kept my side of the agreement, and Telus has broken theirs. Multiple loyalty departments refused to waive a the cancellation fee - I offered that they just waive the fee, and move me to a internet-only 75/mo plan and some small compensation for the last 6 months (much longer, but it was 6 months since I contacted them initially) - and then this customer of 10 years will likely be a customer for another 10 years. Nope, no can do.
I think I’m going above and beyond as a customer in giving Telus a chance to make things right by even posting here. So here’s your last chance.
The latest agent I spoke to that ended with the situation being unresolved, called me back and forwarded me to a manager who "made it right", and resolved all my issues. While I don't wish on anyone to have to go through all the issues I did, Telus did end up compensating me fairly in my view. So kudos for that. And finally experiencing 250mbps is really nice too!
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The latest agent I spoke to that ended with the situation being unresolved, called me back and forwarded me to a manager who "made it right", and resolved all my issues. While I don't wish on anyone to have to go through all the issues I did, Telus did end up compensating me fairly in my view. So kudos for that. And finally experiencing 250mbps is really nice too!
TELUS_SupportOfficial Support Team
Hi there, thank you so much for the update. We’re glad to hear that everything was finally resolved and that you’re now getting the full 250 Mbps experience you signed up for!
Any luck Telus? A technician did come and fix the speed (it took him all of 5 seconds to see that the equipment will not support my plan). However this is all the more frustrating, as I specifically asked when i originally upgraded the plan if my old equipment would support the new speed and was assured it would. And now you have the gall to still try and charge a cancellation fee for a plan change after YOU broke your end of the agreement.
- TELUS_Support
We’re truly sorry to hear about the ongoing issues you’ve experienced and completely understand your frustration. This isn’t the experience we want for our customers. Please send us a private message so we can review your account in detail, look into the technical and billing concerns, and work toward a resolution.
