A nightmare : our mandatory migration to fibre

Yesterday, May 20, 2026 a technician came. He just had to finish the installation for the TV that was included with our mandatory migration to fibre. He arrived two hour and 30 minutes later. He decided that he had to improve our installation: we just asked to finish what he had to do with the TV. He wanted to try more and to fix something chatting with an agent on his phone. In the end he messed up completely with our landline agreements removing few important features we had.

His job with the TV was just 20 minutes long to say the most and he told me “oh you can call the loyalty department they will fix all the things that have been taken away from your plan. “

When he left was 3 hours later. In total we waited 5 hours for a job of 20 minutes.

This morning, I called Telus at the loyalty department, spent one hour on the phone and ended up with paying at least 20 $ more per month because the agent told me he couldn’t fix what was done yesterday by that agent on our agreements and eventually adding to our plans “almost” what we had before but at an higher cost. 
Frustration and more frustration for something that could have been easily solved and at no extra costs. 😟 

How can we go back to our previous agreements? The ones we were promised that wouldn’t change with the migration and with all the features we had.