I have been using Telus internet services in Calgary, Canada, without any issues for the past 2-3 years. However, about 4 months ago, I started experiencing a major problem. Through the Telus Connect app, I have been managing my Wi-Fi name, password, and connected devices, but suddenly, my Wi-Fi name and password began changing on their own. It appeared as though someone had accessed my app and started sending messages through the Wi-Fi name, such as "I hacked your Wi-Fi," "Contact Telus," and "Switch to Shaw." This made it seem like my network had been hacked.
I contacted Telus to resolve this issue. Initially, they suggested I pay extra for a security program they offer. However, I believed this was not a hacking issue and continued speaking with other representatives to identify the root cause. One representative discovered that my modem was actually Model A, but their system had incorrectly registered it as Model B. They promised to fix it remotely, and I thought the problem would be resolved. However, after this, the default Wi-Fi name shown in the Telus Connect app still reflected Model B, and the issue persisted.
I contacted Telus again, but each time I had to explain the entire situation from the beginning to a new representative. Eventually, I requested a technician to visit my home. The technician came and investigated the issue, revealing a surprising fact: a nearby customer, referred to as "C," had requested an internet upgrade, and after that upgrade, my information began appearing in their Telus Connect app. C had reported this to Telus, and attempts were made to correct the issue.
The technician reported this situation to Telus and assured me that it would be resolved within a week. However, the problem remains unresolved, and every time I contact Telus, I am told the same thing: "The report is complete; it will be fixed in 2-3 days." Some representatives have been outright rude, with one even yawning during the call and dismissively telling me to just wait. I question how Telus trains their staff and how such individuals are employed in customer-facing roles.
Now, 4 months later, the issue is still unresolved. I still cannot view accurate information on the Connect app or change my Wi-Fi name and password. The address displayed in the app is my home address, but the connected devices belong to someone else. This entire ordeal has caused me immense stress. When I attempted to cancel the service, I was told I would have to pay cancellation fees. Telus's irresponsible attitude and appalling service have left me furious.
Telus, I demand a clear explanation of how you plan to resolve this issue. Additionally, please advise on what steps I should take to avoid further losses and stress caused by your services.
