I got the 10GB plan but paying $85 because of a phone upgrade. I also had to pay an upfront fee for the phone as well. My question is after the 2 years and the phone is paid off will the plan revert back to $60? I am basically paying $25 more a month but that is too pay the phone off ($600 over 2 years). If the plan won't revert back to $60 after the 2 years then its better to buy a phone out right and pay $60 a month. I can't get a hold of TELUS online chat and I can't even get through on *611.
It is amazing to me how short sighted Telus has been with the 10gb $60 promotional plan for it's existing customers. Historically my wife and I had very good service from Telus and have been with them for over 5 years for mobility, TV, and internet. Over this period we spoke highly of them and even had friends and family sign up due to our positive comments. Now we have both cancelled our mobility accounts as of yesterday due to poor service surrounding the $60/month 10 gig plan. We will also be cancelling our Telus internet out of principal as we have no intent of supporting them any longer.
My wife and I spent at least 8 hours on hold/trying to get a hold of Telus over the weekend trying to switch to the promotional plan (we were not on contract). Eventually we went into a Telus store after getting fed up with calls to customer service getting dropped. We had also tried online chat dozens of times but it kept freezing. At the store they told us we had to call in as we were already customers. That was after waiting in line for almost an hour at the store! At this point the BYOD plan seemed like false advertising as there was no way to actually switch onto the advertised plan if you were an existing customer. Unable to switch over phone, unable to switch over chat, unable to switch at an actual Telus store. My wife gave up on Monday night and switched to Freedom and I was finally able to get through to a customer service representative via phone on Wednesday but they would absolutely not budge on the offer since it had ended on the 19th. I explained that we had spent literally an entire day trying to swap our plans on the weekend when the deal was on offer but that made no difference. Truly unbelievable. I switched to Fido yesterday and look forward to cancelling our internet plan as well. Congrats to those who managed to get on this plan.
Edmontonuser, no other carrier would treat you differently if you were under contract. This offer was for BYOD (Bring Your Own Device) customers only.
Telus gave you the option to buy out your contract, in effect giving you full ownership of your phone, so you could take advantage of the offer but you refused. All the other carriers were treat their contract customers the same way. I know because I spoke to a lot of people who were in the same boat as you and none of them could make the move unless they bought out their contracts.
If you are looking for an excuse to leave Telus this isn't it.
So you are complaining because:
A: You have a cheaper rate because you came from Saskatchewan and to keep that cheaper rate that's not offered where you live you can't change plans. They are being nice letting you keep that cheaper rate and although I wish the rates were the same across the country they are not.
B You are taking issue with the 10 gig $60 plan because it is BYOD (Bring your own device), which is exactly the SAME as the other carriers are offering.
So you are going to someone else as a provider, who would have treated you exactly the same as Telus did?
Business is a numbers game, and especially when you have 9 million customers, you have to get those numbers right, or you fail. I'm not defending any particular carrier here, they all have to run their numbers on anything they do - and yes, I know they make a lot of profit....that's not related to this story.
Telus has pretty good service and pretty good coverage. They treat me fairly. I also deal with Rogers, and they treat me fairly too. I don't see how jumping ship is going to change things. The next time your new provider comes out with a special and you aren't willing to adhere to the terms, are you going to leave them too?
Your "great loyalty" extends as far as you want special treatment and don't think they should be allowed to treat you exactly the same as another carrier would, which in this case, is BYOD. I just don't get it.
You mean this one? this would mean that the original post does not comply with the rules, which is my point...the original post is taking out frustrations on Telus and kicking up a storm over them doing nothing wrong.
"We are here to listen and to help. Please try to help us focus on what we can do to help you rather than simply taking out your frustrations on us. Making you happy is our goal."
Yes, that's the same thing I was told on Saturday.
I am an existing Telus customer, on month to month, and I was on hold for 2hrs to talk to a CSR about switching to the $60/10GB plan. Once I got through, the CSR was very courteous and answered all of my questions professionally. One of my key questions was whether tethering/personal hot spot was allowed on this new plan. He did not know the answer, so he forwarded it to their own internal Tech Support team (who were also slammed on the weekend). I waited another 10min with the CSR, then he offered to call me back once he heard back. I was nervous that i'd lose my place, but he assured me he had my info down and would call me right back.
Long story short, he called me back in another 10 minutes to CONFIRM that tethering/personal hot spot was allowed on this new plan. He said that's exactly what the team told him. As discussed, the "non-shareable" part of this deal is in relation to family plan sharing, where multiple people share pooled data. Sharing with your own devices is fine. That's when I agreed to switch to the new $60/10GB plan.
However, after I was switched over, I also get the message about contacting Telus to enable Personal Hot Spot on my iPhone X right now. I emailed customer service yesterday, and expect a follow up response today (response eta is 24hrs).