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Early termination fees for services that are not available at new address
I am 10 months into my 2-year contract for Telus PureFiber 250 and Optik TV. I moved to a new apartment where Telus PureFiber is not available, otherwise I was planning to move my account to the new location. But Telus is now charging me almost $400 for the remaining 14months on my contract. I tried calling customer support and they could not do anything. I work from home and need fiber internet. I honestly cannot afford to pay this amount at the moment and I don't understand why Telus is charging me when their services are not available at the location. How is this my fault? What can I do?
Internet Service Support on Weekends
What is the best way to receive internet support over the weekend when all online/chat bot suggested fixes do not work? The chat bot provides a phone number, which leads to another AI rep that walks through the same troubleshooting methods provided online. Then when you ask for tech support, the number pressed does not register and the AI hangs up.
Disney+ Jittery/lag
Hello. I have had Optik TV for over 2 years, with Telus Pure fibre 1gig internet. I use the newer style smaller cloud based TV box, connected via wifi. In the first 2 years I had optik TV I had Disney+ and it worked fine without issue. During that time, we cancelled it to cut down on costs. I renewed for another 2 years with Telus, and part of our new plan covers the cost of Disney+. Since I have restarted my Disney+ subscription, I find it lags durning playback. It’s very jittery. I also use Netflix, Apple TV, Amazon Prime, and Crave. None of the other apps have an issue. Live TV also seems to be fine. It’s just Disney+ that has this issue. I tried to uninstall and re-install the app, but the Telus Optik box won’t allow it to be deleted completely. It allows me to uninstall updates, which I did, and then re-installed them, and still had the same issue. I’ve lowered the playback quality settings on the app, and still it jitters. I was trying to watch a movie today and it was almost unwatchable. Has anyone else had this problem specifically with Disney+ on the Telus box. Any suggestions on how to fix it?
Unexplained charges
Has anyone had repeated unexplained charges on their bill? About once per billing cycle since I returned my extra set top boxes we have a pay per view or channel added charge on our account. We have contacted regular support they remove the charge and tell me to make sure that I have a PIN on my set top box. I did that the first time and it hasn't stopped the charges/changes. I think it may be because the set top boxes that we returned to a Telus technician are somehow messing with things. They are still on our account even though a call center staffer said they would remove them.
HDMI control of devices not working
As title says the HDMI control of devices not working all the way right. I just want to get to 1 button turn on if possible?? Optik remote turns off all 3 units off with press of power button as it should (Samsung TV, Optik box, Yamaha RD-X585 amp) But from everything being off will only turn on TV and optik box, Yamaha amp stays off. HDMI hook up is optik box into amp (regular HDMI #2 in) Amp hdmi ARC-CEC out to tv HDMI arc-CEC in. I have all settings on amp and TV for hdmi arc-cec set to on. Talked to Yamaha customer serv and went through all the stuff on their end and all is set right and is confirmed by both optik remote and tv remote controling amp volume levels so seems like all are speaking through HDMI cables. But again from everything being off will only turn on TV and optik box, Yamaha amp stays off. Anybody have this problem with Yamaha, Samsung, Optik combo?? Thx in advance for any help, DarrenDouble-Charged on Internet Bill
I was recently double-charged for my internet bill. I have two transactions from Telus, on my credit card, that have been “posted.” I have also verified with my bank that both of these charges have gone through. However, the double-charge is not reflected on my Home Services account, which is extremely troubling to me. I have contacted Telus support several times, all of which keep telling me that there is no double-charge on their end (even though there is on my end!). I’ve been told it must be a pending transaction (it is not), or that I’m reading my credit card bill wrong (which I also am not - I have confirmed with my bank that the charges have gone through, and are both from Telus Internet services). Are there any options I can take (other than reaching out to my bank to dispute one of the charges? That will be my last resort). Or is there someone from Telus that can take a look into where that extra money went, considering the support people I have talked to “cannot see a double charge” on Telus’s end since it isn’t on my home services bill?
Frustration Frustration
I am still waiting for the link, as promised to verify me as a member/customer to continued with my unanswered simple problem previously sent. I want an answer not my verification. Why verification is further needed? From my point of view, this is redundant as my registration is being fully registered which means sufficient information is already collected and verified. Why verification is needed when I file my issue with the Forum. Please review this redundant Telus policy in order not to arouse further frustration to customer like me who is looking for answer to my problem. Kenneth Koo
Terrible customer service
I have tried multiple times canceling my services with you guys only to be met with “there are no records of you cancelling your services”. I have returned my pvr box and my internet router a month ago yet keep receiving bills for a service that I no longer have. The reason for my cancellation is due to my contract not being agreed-upon month after month on Telus’s end. I tried multiple times to resolve my conflict with Telus Support, which is abysmal at best and time and time again. I was still being overcharged, after multiple warnings of saying I’m going to cancel my services if the contract was not agreed upon I finally decided to cancel my services. Now I’m still being charged for my services that I do not have and I’m being told that I never cancelled and that I have to pay cancellation fee on top of this. Please tell me how do I pay a cancellation fee for a contract that was voided on your end i.e. Telus? The customer service that your company is providing is the worst customer service I’ve ever experienced in my life. I have been a customer with Telus for 18 years and not only will I never be a customer again, but I will actively go out of my way to make sure no one I know will ever use Telus as their provider. I asked to speak to a manager, was told I would receive a callback. The call went straight to voice mail (even though i had my phone in my hands, you guys are great at doing that by the way, a number was left with an extentsion. I called, entered the extension and was hung up on immediately. Great service, truly remarkable.