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Me22222's avatar
Me22222
Neighbour
22 days ago

Concern About $200 Tech Fee Right After Renewal

I just renewed my Telus contract yesterday (Admin edit: <removed personal info>) after being a loyal customer for 4 years. Today, I was told a $200 technician fee might be applied because a Telus wire disconnected when the equipment fell.

This feels unfair — Telus’s own policy says charges only apply if the issue is caused by customer equipment or wiring. Since this was clearly Telus’s service line, I don’t believe I should be held responsible.

I’m disappointed to face this right after renewal, and I’m cautious about continuing if unexpected charges like this are added. Has anyone else dealt with this, and how did you get Telus to waive the fee?

1 Reply

  • El-Eric's avatar
    El-Eric
    Icon for Community Manager rankCommunity Manager
    21 days ago

    Hi Me22222 - Just wanted to clarify the process. If an ethernet cable was disconnected, you should be able to plug it back in as they only connect one way. Waiting for a tech will take much longer.

     

    The fee is mostly chargeable when an issue is not TELUS-Caused. As an example, let's say your equipment shut off out of nowhere and won't turn back on, or you have faulty equipment we would say that the issue is TELUS-related. Of course every situation is unique and nuanced but that's the spirit of the policy. You can read more about it Here

     

    For your situation, I would encourage you to just plug the cable back in and save yourself the time and the potential fee. Ethernet cables only go in one way and without using any force will plug in easily.

     

    If it's the Fibre cable, the only precaution is to not look directly into the end of the cable but it can be easily plugged back in as well

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