Forum Discussion
Waiving early termination fee for moving to address that does not provide same service
Hello,
I am considering moving to a new address and recently contacted TELUS to inquire about transferring my current service.
During my conversation with a support representative, I was informed that fibre service is not available at the new location. The highest speed available there is only 150 Mbps, compared to the 940 Mbps fibre service included in my current agreement.
I signed up for my TELUS service based on the availability of fibre internet, and I would be happy to remain a TELUS customer if the same or a comparable service were available at the new address. Unfortunately, that is not the case.
Given that TELUS is unable to provide a comparable service at the new location, I respectfully request that the early termination fee be waived. This situation is not the result of a voluntary downgrade or a change in my service needs, but rather the lack of equivalent TELUS infrastructure at the address where I may be moving.
I have been a loyal customer and believe that waiving the early termination fee would be a fair and reasonable resolution under these circumstances.
I would appreciate your consideration.
Thank you.
1 Reply
TELUS_SupportOfficial Support Team
Thanks for your post! While our network teams are expanding our fibre infrastructure across the country, deployment is a physical, property-by-property rollout. When an address maxes out at 150 Mbps, it means the neighborhood is currently fed by our copper/DSL node architecture. Because fibre requires physical construction, permits, and micro-trenching, we physically cannot "beam" or provision Gigabit speeds to that specific doorstep today, as much as we would love to keep you on that tier. While we can't get that speed tier increased here, what we can do is look in to your account to see what we can get done for you. We see your private message in our Inbox as well, and will continue there (as we'll be asking for private account info). Thanks!
