Forum Discussion
Moving
I'm about to schedule the transfer of my internet service to another apartment. Should I be present during the "installation"? Meaning, do they go inside the apartment? I'm just very busy and not su...
TELUS_Support
Official Support Team
Official Support TeamThe short answer is usually, yes. If a technician is dispatched, an adult (18+) must be present. Even if your new place is pre-wired, the tech will need to verify the optical signal at the jack, sync the Network Access Hub, and ensure your Wi-Fi coverage is solid. In a number of newer builds, we use Smart ONT technology and you may be offered a self-install, which would've been made clear to you during the ordering process itself.
If there's already equipment (most likely a 'Stationary ONT') in your new location, our tech would still be required to hook things up. Also, be sure to take your current modem with you and not leave it for anyone else as it's tied to your account and you may be charged!
The chat here has just told me to take my modem with me and to just plug it in the new place. When I ask them to confirm that I don't need any technician, they just rerouted my chat to callback schedule.
I'm getting extremely annoyed with this callback thing. I work in a medical environment. I am not available for calls during my working hours. I said that in the chat. But every single agent (seemed to be a human being)-- there were at least three of them -- completely ignored this comment and rerouted me to scheduling a call back during my working hours.
I don't know if my move is scheduled and what to expect. I am extremely busy right now with organizing the moving and with a full-time work. And I feel like she doesn't want me to be their customer anymore. They just ignoring my questions about moving. They cannot answer that simple question in the chat.
I am now at my 4th callback thing in the chat. They scheduled it without asking me, during my working hours.
I feel extremely unhappy with this very basic experience of moving my internet access.
- TELUS_Support
Hello yanadeni, we understand and we'll try to find a solution for you. We'll send you a private message shortly in order to have more information regarding your TELUS account, thanks !
