Need to cancel Business Internet in ON -- early lease termination!

Hello there,

I signed a 3-year contract for Telus 1.5/940 fibre internet on Sep 2025 in Scarborough, Ontario M1G....and now I'm left with equipment I can't use!

I had a 12-month lease on my home, but it had to be terminated early due to mold toxicity that rendered the unit uninhabitable. The landlord agreed to let me out on January 31.

I can't continue Telus internet service at the address, as I've moved out; not because I wanted to, but it was unsafe to live in. My new address doesn't allow any more Telus lines to be installed. Customer service checked and confirmed as such.

Telus and I are both in a catch-22. I have a modem and NAH I'm not able to use, and Telus is unable to fulfill their end of the contract due to circumstances beyond both their & my control. I repeat: Telus is NOT able to fulfill THEIR obligations to the contract.

I raised a ticket with the appropriate department. On Jan 30, I had a phone call where the agent told me they'd escalate this to senior cancellations. He said I'd get a call back in 48 to 72 business hours. It's nearing 2 weeks and I've yet to hear back.

My company has been a faithful Telus business customer since 2019 with 2 mobile lines that remain in good standing. In fact, last February we renewed both lines for a 2-year term.

I've been happy with my business internet. If I move to another province this year, I'd bring it there in a heartbeat. It just makes no sense for Telus to charge for a service they can't provide.

I am leasing the current address until the end of August 2026.

I hope it won't take a CCTS complaint to get things moving, so my request is to

1. suspend the contract until I am at an address that Telus can service, or, failing that:
2. void the contract.

My business internet is a separate account from my business mobility, as Telus has told me that they can't be combined under business.

Your prompt action is much appreciated.

Best,

Alexander