Forum Discussion
Extra Modem?
Hi All,
I've just moved into an apartment that has Telus equipment permanently installed. However, I also just got email saying that my equipment is on its way.
Has anyone else encountered this? If so, did you just send it back or what? Trying to contact an actual human at Telus is elusive, at best, thus I throw myself on the mercy of this forum.
Thanks.
9 Replies
I think I got the answer I needed. I got a return ID and sent the unneeded equipment back.
However, I still can't get a live person at Telus to tell that I don't need that equipment because of the permanently-installed equipment in my building/apartment.
I'm half convinced that when they get their equipment back, they'll cancel my account. I'd really like to get a live support person to tell this all to, but I've combed through the Telus website and there's nothing. I really don't wanna spend several hours on hold; I'd rather just email someone.
Gotta love the contemporary world, eh?
TELUS_SupportOfficial Support Team
While we don't have an email address, we do have our live chat through the Telus app called TEM. Have you tried reaching them there?
I spoke to the chat and couldn't get it to understand my situation. What words would work so it understands that the equipment for my apartment was already installed and that the extra equipment mailed to me isn't needed? I tried several times, but it kept going off topic. Let's face it, that chat-bot is fine for most situations, but if it's a tad out of the ordinary, it's got nothing useful to say.
Okay, thanks. I have a lot on my plate today, so it's good to have one less thing to figure out. Muchly appreciated.
- TELUS_Support
No worries! Let us know if you ever have any other questions!
- TELUS_Support
Hey Songbird - It is likely that it is new equipment and upgrades being sent your way!
Thanks for the reply.
I guess I could have been more clear...
The equipment that's on its way is meant to be installed by customers. What we have here already was installed by Telus technicians when the apartment building was built and can't be removed or updated by tenants.
The advantage to this is that our Internet connection has been up-and-running since the day we moved in. We have preinstalled Ethernet connectors in in every room. None of this is meant to be touched by customers.
So, the question still stands. How do I return the meant-to-be-installed-by-customers equipment which we definitely do not need?
- TELUS_Support
I see! Thanks for clarifying. In this case, to initiate equipment returns: https://forum.telus.com/kb/home/return-your-telus-equipment-in-3-easy-steps/179393
