Forum Discussion
Moving to a new place that provides no service.
I recently moved to a new residence and contacted Telus to transfer my existing service or set up a new plan. Unfortunately, I was informed that Telus does not offer service at my new address. As a result, I’m now being asked to pay a termination fee.
I believe this is unfair, as I did not choose to leave Telus—there simply isn’t service available at my new location. I would have continued with Telus if that were an option. Given these circumstances, I don’t think I should be held responsible for the termination fee.
Is there anything I can do?
11 Replies
generally I have concluded that common sense is no longer followed. and it is not just Telus btw.
There must be really small print in your contracts where you agreed to live in the same location for the term of the contract.
There doesn't need to be. You agreed to maintain your service(s) for the period of time you agreed to. If you moved into an area where Telus doesn't offer service, that doesn't invalidate the agreement you signed to that commitment of time for servie(s).
However on the other side telus is not living up to provide the service at the new location which would make the agreement invalid
+1 I have the same problem !
TELUS_SupportOfficial Support Team
Thank you Frenchconnectio, we sent you a PM to look into a resolution for you.
We are having the same problem. I got transferred for work, and Telus does not provide service in the the area we are moving. I’ve been a Telus customer for many years and would like to continue. It’s ridiculous that I have to pay for a service that they can’t provide
We are having this exact problem and they gave us TV for free and now they are making us pay $350 to get rid of it plus another $350 to get rid of our internet.... DO BETTER TELUS
- TELUS_Support
Hi there, we're really sorry to hear about your situation—that does sound frustrating. While termination fees are generally part of contract terms, we’d like the chance to review your account and see how we can help. Please send us a private message with your account details so we can look into this further and explore possible options.
I am a retired telus customer service and tech support rep, from my understanding you aren't cancelling it's telus that is doing the cancel as they can't provide service . personally if I was still an employee I would override but if not available I would issue a credit
I like how you think! I bet you were a grest CSR/Support rep. Even though I don't work im Customer Service and don't work for any telecoms. i do think that it looks good on a company to do their best to always try and understand things from the customers perspective and try to help them in the best way possible.
