TELUS Internet Agreement Not Being Honoured When They Said They Would

[Molin]

At the end of May, FibreConnect/Ledcor, on behalf of Telus, announced plans to install fibre optics in our neighbourhood. Around that time, Telus representatives began visiting homes with special offers. In late June, a Telus representative spent nearly an hour convincing me to sign up. I agreed to a deal for Copper Internet at $55/month, with a $10 discount for having Telus Mobility, bringing the total to $45/month for two years, plus two months free. She assured me that once PureFibre was installed, I’d be upgraded to 1GB at the same price. She said the $10 discount would show once my account was active after installation.

It took six months to get the service installed. Multiple technicians missed appointments without notice, leaving me waiting for hours. I spent countless hours on the phone receiving conflicting information: one representative would report issues, while another claimed everything was fine. Despite the delays, I was reassured my original agreement would be honoured once PureFibre was active.

When the installation was finally completed, Telus Loyalty informed me they wouldn’t honour the agreement, claiming it shouldn’t have been offered. This was infuriating after all the time and effort I had invested. Telus approached me with the deal, and Loyalty previously confirmed it would be honoured. Now, they’ve reneged, which is fraudulent to me.

It’s been a week since and I still haven't received a callback from a Loyalty Supervisor. I’ve made countless calls over the months, and I’m fed up.

1.Missed Appointments and Poor Communication: Technicians repeatedly failed to show up, and follow-up promises were broken.

2.Conflicting Information: Representatives contradicted each other regarding my agreement.

3.Frustration and Time Wasted: Hours lost making calls and waiting for callbacks that never came.

[Rocky3]

During the 6 months you paying for copper internet @ $55? Did you also pay for mobility separately and not get a $10 discount? Trying to understand where the expected contract was broken

[Molin]

I couldn't explain everything in one post. I was initially writing this for the CCTS. There is so much more that happened but we are limited to 2000 characters on here. Due to missed appointments and Poor communication and poor follow ups. For e.g. I have still not been contacted and it's been a week. And I know they won't call me, so now again I will have to call them. This is why it added to how long it took to finally get my internet installed.

Since Fibre Optic cabling was finally installed to my house Telus scheduled a service for that. Which took about a month before they came. Before they came, Telus Loyalty said they would honour my initial agreement. This is why I continued to have them install it. 

The price they offered is not even the issue its the principal. You can't do business like this. I'm not just going to back down on something that made me go through what I had to go through. This promotion was offered to me by Telus representatives. They are failing to honour it, after months of delays and mismanagement, reflects poorly on Telus’s customer service and integrity.  But what does that matter anymore today right. Doesn't seem like these companies really care about their customers. They say they do but actions speak louder than words. 

[Rocky3]

OK, you have a problem. You may have noticed you are not alone. Being annoyed is legit.

Instead of books, I read every new thread and follow some.I have come to understand the following;

The new hardware issues are taxing their resources (manpower). Like Shaw, Telus is growing too fast. They are signing customers before the infrastructure is built, in some cases even before they know it can be built.  Outsourcing call centers to India, Guatamala and? only solves a place for complaints to land. You still need the limited number of in country techs that can actual fix a problem, a bottleneck.

Is your problem greater than my latest one with a sudden $44 increase in my monthly bill by discounts disappearing before their due date. My solution was simple, I am not paying the overage and expect one day it will be resolved.

[TELUS_Support]

Hi there, we will send you a private message to assist further.