Fibre issues unresolved

Update: on Saturday a technician came and fixed internet and tv boxes, actually one out of two. He should have come back today to finish but it seems he couldn’t and maybe he will come on Thursday. 🙄🤞
On the billing  side the phone bill has been adjusted and we are happy with that. Thanks to the support team who moved the mountains to have it done. 💗 

I made a mistake, sorry, our fibre is 250 Mb not 250 Gb. 

Still waiting  from Telus to fix the fibre wifi not getting to the second tv box. Beside the billing issue for the second line

Today: 😵‍💫 The technician who came to fix our wifi with a booster, didn’t come for that. He was @ our house to fix the 1st phone line . When he told us that, we were shocked 😳! Everything works but the tv box downstairs that needs a booster because it doesn’t get the full signal 

BTW he also checked our internet speed and instead of the 250Gb we should have and pay for, he told we are getting only 150Gb 🙄. What happened to the other 100Gb?!

He told us he had a ticket for the phone. He left after 1 hour and half without accomplishing anything and asking us to have a job done outside for 150-200$ for a different cable that could help the tv box downstairs to get the signal.We are back to square one. DEPRESSING to say the least.

Update: I received an email from Telus saying we have a wifi issue and to call the tech department @ 1-888-811-2323.

I called and the guy I talked to checked everything on our wifi, so I believed it. Then he asked my cell number because he needed to send me a link. I told him he could send me the link to my email, no problem. He told me that he preferred my cell phone because he needed to see what we have in our house with my camera on the cell phone. This started to become really weird. I told him we have a technician coming next Monday, why did he need to see what we have in the house?! Then he started to tell me that our computers were getting too much data and we needed to update our fibre from 250 to 500 Gb.

We were perfectly fine with copper 50, we already had to switch to 250gb fibre because of Telus moving us away from copper; we didn’t change our habits, our internet traffic is the same. In the end the guy just wanted to sell us a bigger plan when we are not settled yet with the first move. 

How to waste an hour on the phone! 😖

Hello Katbel78, It sounds like there’s some confusion on the billing for that second line. To clarify: long-distance calling areas are based on the physical location of the number you are dialing, not the prefix of the technician's cell phone. 

Vancouver and Chilliwack are in different local calling areas. If your second line doesn’t currently have the World 60 or a Canada-wide long-distance feature active, a call from Vancouver to Chilliwack will incur a standard per-minute charge (which explains that 30-cent charge). Our billing team will be able to review that for sure. 

It can be incredibly frustrating to upgrade to blazing-fast Fibre 250 and feel like your basement TV took a step backward!

If your specific Fibre 250 plan explicitly includes a TELUS Boost Wi-Fi pack, yes, a physical booster should have been paired and left with you to extend that high-speed bubble into the basement.

Sometimes, if the technician's initial signal tests on their diagnostics app looked "green" while they were standing in your living room, they might have opted not to install it—not realizing the basement signal would drop under heavy internet use. 

We'll send you a private message soon since we'll need more details regarding your account, thanks !