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Just Moved In

Hello forum members,

I am reaching out to share a frustrating and ongoing experience I've been having with Telus, and I'm hoping to gain some insights and advice from this community.

To provide some context, I initially signed a 2-year contract with Telus for Pure Fibre internet service, which included one year of free internet as part of a promotion. However, after one year into the contract, I had to move to a new address where Pure Fibre service was not available. As a result, the original contract could not continue.

In response to this situation, I contacted Telus, and we reached a new agreement for a 2-year contract, this time for Internet 50, with the understanding that the first year of this new contract would also be free. I received written confirmation of this agreement, which was sent to me via email.

Here's where the problem lies: despite the confirmation of the new agreement, Telus has not been honoring the promotion, and I've been receiving bills for the full price of the service. To resolve this issue, I have spent hours on the phone with Telus representatives, only to be transferred from department to department, with no one recognizing the agreed-upon promotion.

I'm at a loss for how to proceed at this point, and it's becoming increasingly frustrating. I have a confirmed agreement in writing, yet Telus seems unwilling to acknowledge it and apply the agreed-upon promotion.

If anyone in this community has faced a similar situation with Telus or another service provider, or if you have advice on how to effectively address this issue, I would greatly appreciate your insights. I am desperate for a solution, as I believe I should not be paying the full price for a service that was agreed upon under specific terms.

Thank you all for taking the time to read this, and I look forward to any guidance or support you can provide.

Best regards.


Community Manager
Community Manager

Hello. This is definitely not the experience we want our customers to have. I'll send you a private message to discuss further!