Account renewal

Yes more than 1 call maybe required.  You have probably only a 70% chance of a 1 call solution.  And yes it is because the multiple step programming of all the discounts required to match an offer - the Telus billing model is based on a fixed set of charges per item with minuses to get to the actual offer made whether the offer is marketed on the website or by phone.  So when tailoring an offer the agent must pick from a list of minuses to apply rather than a discrete bundle.  There are some discrete bundles of services that they can start (mine was fiber+optik+camera) with provide different minus entries and this is where I think it gets too complicated leading to errors with call back required to correct.  My fiber+optik+camera with allowed loyalty minus's was less cost than any of the fiber+optik bundles again with loyalty minuses.  My thanks to the initial (yes I had to phone 2 times since the 1 st missed one key button) for figuring this out for me.  The second call was very short since the agent could see exactly the button missed by the first agent.  What Telus have improved (a lot) is the speed of agent response and the politeness and customer focus of the response.  Telus billing system, account setup procedure and the marketing that forces the options are as poor as they have ever been.  They, like all of the Canadian communications companies. are struggling with their business model (what to provide and what to charge for it).  I think Telus are the best (but of the worst compared to other countries communication companies - like Singtel/Optus for example).  But "Buy Canadian" is our life in Canada so..........