10GB PLAN for $60 and phone upgrade question?

[NFtoBC]

AFAIK, both Koodo’s and Telus’ offerings continue until you change your plan. Some others were offering a 5 + 5 GB bonus for 24 months.

[mysticalas]

I have a 2 yr active contract with 11 months remaining. I'd like to upgrade from my current plan to the 10gb plan. How can I go about this? I've been on hold with customer service for 30 mins so far after having the phone number hang up on my 18 times. I'm a patient person but that was pretty frustrating. Hoping to upgrade this today.

[Tsumasan]

I don't think you can get that deal, my understanding is if you are on contract you are not eligible unless you are willing to buy out the remaining time on your contract. 

If you think waiting on hold for 30 minutes is bad be prepared to have your patience tested.

[mysticalas]

Well it's snowing beyond all belief where I am today and I can't get to work because of accidents and road closures so luckily I can just put my phone on speaker and go about my day while I wait for someone to answer. Telus has always been very good to me. I'm sure there is something they can do.

[darren13]

I've waited at Eaton Centre store for an hour, to be told to call since I'm an existing Telus user with a paid off phone. I'm on my second one hour hold time today. For customer loyalty sake it would make sense to allow for online upgrade. I always recommended Telus as I've had no issues. Before now.

[melilalo]

Hi, 

I just switched from my old plan over to the "Promo ULNW 10GB non-share BYOD" plan. 

I read that it gives you:

– 10GB data
– Unlimited Canada-wide calling
– Unlimited text + MMS
– Caller ID & Voice Mail

When I signed up, this is what I was given:

Promo ULNW 10GB non-share BYOD Effective on December 19, 2017	$60.00
No charge LD: CAN to CAN Effective on December 19, 2017	$0.00
Family Calling LD Effective on December 19, 2017	$0.00
SMS Unlimited Effective on December 19, 2017	$0.00
911 Emergency Access Charge Effective on December 19, 2017	$0.00
Easy Roam US - $7/day Effective on December 19, 2017	$0.00
Easy Roam INTL - $10/day Effective on December 19, 2017	$0.00

I'm not clear which of these options is the Unlimited Canada-Wide Calling? Is it "No charge LD: CAN to CAN"? That doesn't mention anything about unlimited or the number of minutes, which is why I am confused. Can someone confirm that this means unlimited calling? Or what else on the list refers to unlimited calling?

Also, it says nothing about caller ID? Is caller ID supposed to be included for this plan? 

Thanks!

M

[Vik]

Nothing!

[MTL_Dave]

ULNW should stand for unlimited nation wide which would be your calling plan.

[maxine292]

How long were you waiting and did you do it on the phone or online? I get booted off online every ten minutes after watching it go down hundreds of people. 

[Vik]

I've called them 2 times this year to switch over my account for Sask to Alberta. Telus representative told me both times when a promo comes up call us and we will switch you without a question and the need to pay off my balance. If I wasn't told this I wouldn't be irritated. There is an obligation to a customer when there are noted made in my account stating what I was calling about and what was promised to me, honoring that is a main priority of a company. I'm not looking to get free stuff here I'm merely want what I was promised and the time I've waisted calling, waiting on hold all together probably over 10 hours. Do you get it?

[melilalo]

I called around 9 AM and I couldn't get through at all until around 9:30 - It gave me the busy signal. It took about 2 hours for me to get through to a person. When I was on the phone the CSR's computer broke so she had to take my info down and call me back. She called back about an hour or so later and set everything up for me, but I wasn't able to ask her much because I didn't have her on the phone long. My account still shows my old plan, I got the confirmation by email. Good luck!

[melilalo]

Oh yes - thank you!!!!

[Pskippy]

I just got this plan. I can confirm that caller ID, name display, and voicemail are all included and working. So are VoLTE and WiFi calling. However, im not able to confirm if MMS is included because it just says SMS Unlimited under my account. Also, I tried to enable Easy Roam but it said there was a problem and that I have to call in to speak to someone...so I’m not sure if Easy Roam is included.

[jasonv93]

I'm just trying to get through to clarify why for a brief time yesterday they were showing shareable 10GB data on the telus site.  tried to order but it directed me to call store...store told me to call 611...cant get through.  facebook message sent but nothing.  just want them to honour what was advertised

[WestCoasterBC]

@jasonv93  The talk & text plans are not valid they're old plans you would have found using a google search. Those plans were out 2014 ish.

[darren13]

Hi Dru,

I know the volume issue was not planned for. I too am in customer service.

If you can share with Telus, there is no reason to have people wait on hold for hours, then be told after 2:02 minutes by a nice voice over that she "appreciates my patience and to try again later."

I'm a long-time Telus customer and have shared my delight with Telus customer service several times in the past.

Don't:

Don't make people wait in the middle of the Eaton centre mall, lined up for the in store application process, fielding general Christmas shopper passersby questions, then later, when met by a representative in store, tell the existing customer this can only be done by telephone (not online or instore)   

Do Different:

If you cannot handle volume, you open the channel wider to meet the demand, extend the deadline to accommodate techno difficulties or give existing Telus customers, who don't owe on their plan, a proactive communication to take advantage of this plan.

This is not a great holiday gift to staff who have to deal with frustrated customers either. 

Darren

my telus number 416-999-4708. I guess I won't get the 10GB for 60$ as I won't sit on hold again, then told to call in again,  without asking me if I'd like a callback.

[Clintos]

Is Telus offering existing customers the same plan but at $85/mth, like Rogers?? Just changed my wife plan at Rogers to new 10gb but didn't have to break the contract and pay only $85/mth and the plan never expires either

[jkyletelus]

Been on the CS line now for 1:48 and counting....   over 13 years a customer, since they were Clearnet...   I was told a few weeks ago when I was looking to upgrade my phone that my legacy plan was "untouchable" at $60 for 5gb and 500mins...  so I bought a used phone outright.   Would like to take advantage of this promo for sure

[Pskippy]

According to store reps, the $60 promo is only for off-contract BYOD customers (new and existing), and $85 promo includes the same features but allows some subsidy on a new phone (e.g. iPhone X would be $800 on 2 year term with $85 monthly plan). Existing customers who are already on contract will have to buy out their existing contract to switch to either of these promos.

[Clintos]

That's too bad! Well I have been with Telus since clearnet days (about 20yrs).. thankfully I am also a long time Rogers client too and I will be moving to them since Telus has no loyalty to existing customers

[jkyletelus]

just got dropped from the call I was on for 2hrs:02minutes! sent a note to their CS twitter rep.  Not sure what else I can do??

[Puroman]

Has happened to me 4 times in the last couple days, finally got through. Their computers are slow, my rep Sharon had to call me back after rebooting her computer. It’s a great deal. Don’t give up. 

[sidsz]

anyone get the email address that it says to emailnin order to get the promo??? i cant understand what it says....waited for 2.5 hours and got disconnected...now waiting again 1hr 45...lets see how this goes...

[BKontheSCENE]

I’m trying to contact a customer service person since I can’t through via the phone about the promotion !

[Dogmonster]

I'm pretty sure its $85 for a plan and phone upgrade. $60 is for BYOPhone.

[Chad_Trytten]

Also eager to figure out the email. Been on hold over 25min to try and figure this all out and, what's worse: calling from outside Canada because I'm out of the country until the weekend so I can't even walk to a real store!

[jkyletelus]

On my second call now at 2:30 so over 4.5hrs total. Tried the web and made it to 22nd when they booted me. This has got to be joke, right?

[10gighappy]

After calling both the Telus numbers - one saying they can't answer the call, *611 just hangs up - I logged into the chat 1144 people ahead of me.  Within 5 minutes that went down to 570.  After 2 hours I was up and the agent quickly said, yes she could give the the $60 plan - make it so.  Haven't checked my account but given that they are so overworked currently and their system is on the verge of collapse, I will give it at least an hour

[shipstrow]

Got through earlier today on chat, asked for the $60 10gig plan, agent said no problem and added it.

My husband got an email confirmation and it's showing $85 for each of our plans. Our contract ended months ago. Now I can't get through. This is beyond frustrating. 

[10gighappy]

"Also eager to figure out the email. Been on hold over 25min to try and figure this all out and, what's worse: calling from outside Canada because I'm out of the country until the weekend so I can't even walk to a real store!"

Chad, the $60 promotion is not offered in store to existing Telus customers.  You could try logging into the chat instead of being on hold.  Good luck with it