Internet disconnected without consent

[Entropyman]

Hey!

I had a missed call today from a Telus agent saying that someone said they moved into our apartment and we were getting disconnected.

We didn't get home until after normal buisness hours, but became very disappointed that we were cut off from our internet. We are regular customers who always pay our bills on time.

What is the normal policy for internet providers when they disconnect your service without your consent?

If this is a normal Telus protocol, I'd rather take my buisness elsewhere.

Please advise on how to stop this from happening in the future.

Cheers

[A-B]

Most services are disconnected fairly early in the day. Was this an order done in error? As in, you're not moving out or anything but rather the person moving gave the wrong address (yours) to our team?

[Entropyman]

The disconnect was done in error. We are still without service.

I believe someone thinks our address is their new one.

I am just frustrated that we didn't get more than a few hours notice about our service getting cut. I feel like we should have had at least a day of notice.

Cheers

[A-B · Accepted solution]

The process is that when the other customer contacts us to place an order moving into a location where there's currently active service, that person at said location does receive a text/voice message from us to move or cancel their services. In layman terms, it's basically 'we were just advised someone's moving into your location? please let us know if you're moving / cancelling as well to clear up the location' etc. We also don't do same day orders, meaning the order to move in from this other person wouldn't have come in on a day, with your services disconnected that same day, as it obviously wouldn't be enough time.

[Entropyman]

Thank you for all of the responses. I have cleared it with an agent this morning.

Someone made a mistake, and disconnected us on the same day (within a few hours of notification), not allowing me enough time to rectify the mistaken address.

It is good to know what the normal policy is.

Mistakes happen, it was frustrating, but the people who helped me this morning were great.

Cheers everyone

[A-B]

That's amazing to hear. Without question, very much appreciate your patience on this.

[TelusCutMeOff]

Your process is OUTRAGEOUS. How is it that I can't even ask Telus the time of day without proving PIN and other verifications, but somebody can call up and get my internet disconnected? Unless I am the one cancelling MY contract, and unless I am delinquent in paying the bill - why on earth would you think it is ok to cut people off? If I didn't want the service any more, don't you think I would be the one calling you instead of keep paying the bills? I don't know what notifications you think you are sending out, but they aren't reliable - you shouldn't cancel anything without confirmation in person from a person you can verify as the account owner.

In my case, after several hours of being given the runaround, the lady on the phone assured me it has been reactivated. But it wasn't work... so I went to the communal eletric room shared with the legally SEPARATE downstairs unit (who apparently had booked the install that started this mess) - lo and behold my equipment is gone and the single fiber line has been plugged into the other units shiny new equipment! Apparently the call center I had wasted hours with was unaware of any of this.

Now I will have to make alternative living arrangements for the several days it will take to sort this all out if I want to keep my job.

[TELUS_Support]

Hi @TelusCutMeOff we want to help with this situation. Can you please send us a message if you are still experiencing issues?