PureFibre billing error

Hi TELUS team,

I’m writing this out of genuine frustration and I’d appreciate some help getting this resolved.

I ordered TELUS PureFibre (self-install unit) on June 3, 2026. The unit was shipped that day but wasn’t delivered until June 9, and I obviously wasn’t using any service before it physically arrived. It doesn’t make sense that billing appears to be calculated from the order/shipping date rather than the actual installation date, since I had no access to the service in that window.

During the signup call, the associate explicitly told me that payment would be pre-authorized and automatically debited from my account, since my Fiber account would be connected to my existing TELUS Mobility account. I directly asked whether I needed to do anything on my end to set up payment, and I was told no, it would be handled automatically. Because of this, I did nothing further, trusting that the payment method already on file with TELUS would simply carry over.

What actually happened is that my PureFibre account was never linked to my TELUS app or online account at all. I had no visibility into any bill, no way to check charges, and no indication anything was wrong until I received an email stating I had an outstanding balance and a late payment charge had already been applied. I only discovered all of this after manually digging into my account, and I’ve now had to manually set up account linking and manually configure pre-authorized payment myself, something I was explicitly told would already be handled.

This has been an incredibly disappointing experience. I was misinformed at signup, given no way to monitor or pay my bill through official channels, and then penalized with a late fee for a payment failure that was entirely on TELUS’s end, not mine.