Last month our in-laws moved into our basement and signed up for their own Telus internet. I came home to all my services offline (internet, tv, security…and everything that relies on wifi). I attempted a number of modem reboots but nothing would work. I called Telus and they said the account was cancelled. I was surprised as there was no notification to myself, the account holder. When I asked them how this occurred they couldn’t explain it, they said my account is in good standing and paid automatically every month. I asked why it was cancelled and they replied, there’s no reason. After a while on hold they reinitiated the service and scheduled a technician to reconnect it…in a few days. I asked my in-laws about it and they said they didn’t do anything except request a new service. So we went without any services for a number of days. Then I received a packed from Telus with a new modem, security system, sensors and a tv box…? When the technician arrived they thought I was a new customer until they noticed all my existing Telus hardware. He was perplexed, and asked me why he was there and so I explained. I told him we just needed everything reactivated. He said that’s odd as they can do that online without needing a technician dispatched but he got it working and said regarding the new hardware that Telus would message me instructions as it will need to be returned or they will charge me. A couple days later while I was at work my in-laws scheduled technician setup their box in the basement with their own wifi. Unfortunately when I arrived home we had no internet upstairs, again. I phone Telus, again, and they tried some reboots but nothing worked. They scheduled a technician to come out and troubleshoot it. A few days later, again without any services functioning, the technician arrived and took about 5 min to fix it stating it was just a wire out at the street. He checked that everything was working and it was. About 2 weeks go by
