Forum Discussion
Fibre issues unresolved
Yesterday someone from the head office, I’m guessing, fixed the agreement of our phones. Thanks!
Two problems still remain though.
1st We had on both land lines World 60. One is still on, thanks but the second one doesn’t and it could be ok if we can still make free calls just Canada wide. Calling one of the Telus technicians who had his cell based in Chilliwack Bc cost us 30 cents, call from Vancouver! I don’t understand from the agreement if it’s on or not.
2nd problem : tv box doesn’t work in the basement if any of us is using internet; before with the copper 50 no problem. Why having fibre 250 we incur in this issue?. I see in our plan there is a booster wifi. From what we have now there is only the router/modem but no booster anywhere.
Did the technician forgot to leave it?
Hope someone could help us to find the answers, thanks
2 Replies
TELUS_SupportOfficial Support Team
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 !
Thank you for understanding! It’s so frustrating to keep getting one issue after another. We had no issues with the copper for so many years. I hope you will fix those too
