I have TWICE tried to get Telus to provide the WIFI 6 hardware they promised with the PureFibre internet, and all I get is a runaround about "availability" and that my "upgrade" is in queue. Yet months have passed. What can I do? Complain to the CRTC about the false advertising? Demand a discount given the crappy wifi I am stuck with?
The demand for the Wi-Fi 6 hardware is exceptionally high, but this is understandably frustrating and not the experience we want our customers to have. We can definitely escalate this to get you a callback. Send us a message over on our Twitter or Facebook pages so we can verify your account for security purposes, gather your info, and start the callback process.
Again - don't use Twitter or Facebook. So that doesn't work. And I don't want to talk to someone on the phone AGAIN. I want action. You advertise that all PureFibre comes with Wifi 6 - but can't actually provide it. False advertising, if you ask me. I should get a discount on my bill since you promised Wifi 6 was "included" and failed to provide it.
We can only provide discounts/credits after an account has been verified for customer privacy/security reasons (thus the process we have available on our social media channels); otherwise you'd need to speak with our team directly to discuss that. We could also look into a callback from our escalation team, but as you don't wish to speak to anyone on the phone again, it appears that it's all I'm able to suggest.
Were you given a reason as to why you didn't receive the new equipment? From what I understand, it's available for all new internet customers.
I can go buy Wifi6 hardware TODAY from numerous shops. The problem isn't that such technology isn't available - it's that the TELUS manufactured ones are not available. That's a TELUS problem. If I go buy my own, can I deduct that cost from my TELUS bills since I am providing a service you claim you are providing?
So if I cancelled my service, waited a month and signed up again I could get it. But being a loyal customer for years gets me kicked to the back of the line? The website said it is available with ALL PureFibre. But that's misleading advertising, which is illegal. If you can't actually provide the advertised service, that isn't allowed under the law.