Forum Discussion
Suspending Service issues, while we move into a rental as our home is being built
we moved out of our old home in August 2025. we had sold and were building so had to move into a rental property. i spoke with telus, advised them of our situation and tried to find a solution. You would think this was a regular occurrence, but apparently not.
i was able to cancel our TV services as our contract had ended, but as we had signed up for home security, we were unable to cancel that (as the contract was only recently started. because of this we were also unable to cancel the internet, as the security requires an internet connection.
We advised telus that we were moving into a rental home where the internet was p[provided as part of the rent (SHAW) , Telus insisted on sending a technician to the address to fit the equipment. (technician advised us surprisingly that they couldn't fit the equipment as the internet was not linked to the rental address and to request a vacation suspension from telus. This they said they could not do as it was going to be longer than 3 months. so for the last 5 months, i have my security system sitting in a box in my rental, and an internet payment that i cannot access.
now that we are 10 weeks away from taking possession of our new home, i am still having issues suspending the internet until we can transfer service to the new house. I am paying $140 a month for a service i cannot use. (our modem and all the extenders cables, boxes etc were sent back in August. How is this so complicated???? and expensive !!
3 Replies
TELUS_SupportOfficial Support Team
Hi! We'll take a closer look with you. We'll go ahead and send you a PM.
When we left 248 crystal green point, I had to return all the equipment, so I have been paying $140 a month, and have no physical way of accessing the internet. So $150 hardly covers that cost. I understand they couldn't give us the vacation for the security service, that contract was way longer than we were sold at the door too, and i agreed to just pay it rather than pay the cancellation fee, but the internet charge , couldn't even have been reduced to a minimal amount, why was it still billed at $125 a month? i asked the chap i spoke with yesterday to cancel the internet and instead he put me on a different plan, never explained what the plan is, or how much that would cost, and after an hour and twenty minutes on the phone, i gave up, and then messaged you through this method. No $150 isn't enough, we have spent $840 so far on an internet service we can't even access. If we were to stay with Telus, I would expect to have that credited to our account. I do not want to enter into another contract at this stage with TELUS, so if yesterday's conversation resulted in that please let me know how to cancel. Honestly, we have been happy with TELUS service , since we moved to you 15 years ago, but just lately, i feel that despite our time with you, currently we are not being treated well and should be looking to get our services from elsewhere. I contacted telus and gave you plenty of notice that we were moving, asked for assistance and felt let down. I appreciate that call centre staff have varied backgrounds, but i don't feel they understood my questions, and couldn't understand how to help me out when i have phoned.
- TELUS_Support
Definitely not the experience we want for our customers. We'll send you another private message to continue the discussion.
