Question about disconnection with no warning.

[KJade88]

Hi there,
I was just curious what is Telus's code of conduct when disconnecting mobile services? I will be honest, my family has run into some major financial hardships and my payments fell behind and I was trying to do what I could with what I had. But, I went to go make a call today and my phone has been disconnected. I had no letters or phone calls warning me about it or sms messages letting me know that they were going to do it. I was a little taken a back by this because I thought there were certain steps a cell phone company had to do before disconnecting someone's service.
Or can Telus just completely disconnect with no warning?

[Nighthawk]

You can find the requirements for disconnection and notification under section i here: https://crtc.gc.ca/eng/phone/mobile/codesimpl.htm

Basically first notification 14 days in advance. Final notification 24 hours in advance.

Are you sure it was disconnected and not just the phone having an issue? If it was disconnected, had you previously phoned Telus to try make alternate payment arrangements?

[KJade88]

I figured it out. My husband was receiving my emails about my services being disconnected and didn't tell me. My primary email is my email, but my contact email address is his for some odd reason. I have no idea how that happened.

But thank you for the quick response.

[El-Eric · Accepted solution]

Hey @KJade88 I'm sorry to hear about what you're going through. If you need to make payment arrangements please contact us by calling *611 from your device. Even if you were suspended you should be able to get through