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CaseyT
Neighbour

I have recently moved from another company to Telus at the end of December 2016, a customer representative came to my door and offered Telus explain the cost to me and I decided to switch to Telus. I am enjoying the opportunities that are available. the problem I am having is my TV keeps freezing up on me and goes to the you have lost the connection. it happens numerous times a day and they last for 30 seconds to 2 plus minutes. I contacted Telus and they sent over a tech and he stated that we find with these older homes the wiring does not work and it bounces around. I was advised that I would have to have the wiring replaced at a cost of $75 plus to me. I was surprised and very disappointed, at no time during any conversation with the rep who came to my door or the installer who came to my house was I advised that there was a potential problem with the wiring in older houses and that I may have to replace at my cost. if I was advised from the get go before I was obligated to sign a two year contract of the potential problem. I may have decided against the switch. I should have at least had the opportunity to make an informed decision.

I believe that Telus should fix the problem with the wiring and absorb the cost or at least give me a credit if I have to pay up front.

I believe this was an honest mistake by Telus Rep, not informing me of the potential problem, the alternative would be that Telus was deceptive, misleading and dishonest and I do not want to believe Telus would stoup to this level to gain new longterm customers.

anu suggestion on how to get Telus to correct their error would be appreciated.

 

Casey

1 ACCEPTED SOLUTION

NFtoBC
Community Power User
Community Power User

Sorry, but upgrades to the wiring in your dwelling falls to you. While Telus Techs will occasionally run new technology (satellite cable, Fibre Optic or Ethernet) to the first point of use, replacing existing telephone wiring with new is outside their area of responsibility for the install. It is usually better to arrange the replacement or installation beyond the demarcation point, or Telecommunications cabinet by someone you hire, if you cannot manage it yourself. @SCo describes one such installation in this Blog post.

 

 

NFtoBC
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4 REPLIES 4

NFtoBC
Community Power User
Community Power User

Sorry, but upgrades to the wiring in your dwelling falls to you. While Telus Techs will occasionally run new technology (satellite cable, Fibre Optic or Ethernet) to the first point of use, replacing existing telephone wiring with new is outside their area of responsibility for the install. It is usually better to arrange the replacement or installation beyond the demarcation point, or Telecommunications cabinet by someone you hire, if you cannot manage it yourself. @SCo describes one such installation in this Blog post.

 

 

NFtoBC
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SmokeJV
Advisor

Think of it like you want to put something in a area that has a plug.  That plug doesn't work, is it the Power company's problem?  Anything wired in your house is owned to you and is your responsibility.

My brother back east was with Rogers in a VERY old house and had issues like that, but understood it was his problem as Rogers had the coax cable wired to the modem and that's where their responsibility ends. 

good news Telus has stated they will do the wiring at no cost to me. I notice in the response no one mentioned that telus was aware of the problem and should have advised me of the possibility of the problem before I signed a two year contract

like I said they have stepped up and are going to correct the situation.

now thats a company I can get behind.

NFtoBC
Community Power User
Community Power User

Happy to learn they went the extra mile for you.

 

NFtoBC
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