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deciving sales taktecs
Yesterday, I was calling about unrelated issue regarding my bill. The agent wanted to push a TV package, he offered a basic package for $38 according to him it would include all the basic channels + all the services Stream+ (Netflix, Disney+ and amazon) which I already has. His pitch was I already pay $43 for stream+, but the TV package include all this for $38. I repeatedly I asked him of all the stream+ would be included and he confirmed multiple times. He also said, I will receive an email with all the changes. No email was sent, so I called back today, to my surprise. TV package he sold me DOES NOT include Stream+. I had spend 1hr yesterday and another 1hr today trying to cancel what the agent did yesterday. It is hard enough to understand these agent, yet alone to be scammed into bad adverting. This is absolutely not good business practice, and very disappointed with the service. At the end the agent from retention department, fixed the issue for me and kept my Stream+ with no TV, but the hole experience left me question if I should stay with Telus at all.
HVAC disruption Yates St. Victoria BC
Hello, there is a Telus building located on Yates street between Quadra and Blanshard. The HVAC on the roof is functioning at a very high-pitched disruptive sound. I live close by and this has been a problem before until it was fixed. Now it has started again. Is it possible to connect with the building manager and provide an update on the status of this? Thank you
Account Incorrectly Sent to Collections Agency
How do I escalate this complaint and receive confirmation that it is settled? I cancelled my home security system and returned the equipment according to the instructions provided by Telus. I paid my final invoice. My account confirmed that I had a zero balance. The tracking information indicated the equipment was received at Telus. I have proof of receipt. Without contacting me, Telus sent a charge for the equipment to a collection agency who in turn contacted me last month. I disputed the charge. I contacted Telus a couple times and once was passed on to Telus' collection department. The representative there said he was submitting an amendment to the collection and that the collection agency would receive it within a week or two. Customer service sent me an email confirming that I returned the equipment and did not owe money on my account. She gave me an unclear explanation about how this would be settled eventually and I did not have to do anything else. As I said, I have documentation proving I have returned the equipment. The collections agency continues to contact me and have indicated they have yet to receive confirmation from Telus requesting that the account be closed. We are now three weeks into this.Forced upgrade, not honouring our old rate
So our apartment building in Esquimalt was set up for fibre, with a port over each door. We were told we didn't need to upgrade. Then we were told we did need to have the new fibre internet installed because the copper system would be dismantled and were given a day for techs to enter. Voila, our internet stopped working on a weekend because they dismantled the copper system before the tech guys visited. Put in a ticket, the tech guys came and installed the new fibre system. Told them we didn't want or need a high speed tier, and they told us we'd get a break on the price for the inconvenience of no internet for several days, 75$ or something. Never happened, of course. But here's the real issue-- the guy who came around to set up the initial installation dates for each unit looked at our account, and said that we could get our old copper rate of 84$ per month grandfathered in if we called before August (the date our 2 year intro plan expires and becomes about 140$, a ridiculous amount for basic internet). Well (after the usual nightmare of navigating the AI screening system) my husband just spent an hour on the phone with a guy who a) couldn't seem to get it through his head that our fibre system was already installed, b) kept trying to upsell add-ons or higher speed tiers that would supposedly make our bill cheaper, and c) said he would transfer to a supervisor, but disconnected instead and called back only to offer the same un-helpful options. The upshot is we are going to have to escalate outside the company because Telus is not honouring what the rep told us was possible -- keeping our old rate of 84$ if we called before the August renewal daUnfortunately this is typical of Telus now, the worst service, long phone waits, inconsistent advice and a failure to honour promises re rates.
Why are online support requests always broken?
Whenever I try to submit a support request, I always get a message informing me that you are experiencing technical difficulties "We were unable to submit your form due to technical issues. Please try again.". On the page where it says "keep track of all your requests and inquiries", I am always shown the error: "We are unable to retrieve your request details. Please try again." I have a telus business account. I click on "Send a business support request", and this is all I ever get. I'd much prefer to communicate by support ticket than in person on a phone as it is much less time consuming and easier to transfer details like IP address and MAC address by text.
Deal not honoured ! Who do I escalate too?
In the past couple days I have spent almost 2 hrs on the phone with a Telus person. The first hour to discuss options for my family for cell phones and services and bundle with other services we already have and an offer was sent to me by email aftert that call and the second hour was for us to sign up for the deal that was offered and in an email only to find out after the second hour and verifying my identity etc that Telus would not honour the deal (that I have in writing!) . We have been long time customers of Telus for internet, business services, etc which apparently means nothing. So this is a warning that you can't believe the deal offered verbally or even in writing from a Telus representative. Not sure how they can do business this way. It seems the Telus rep just wants to keep you on the phone line for as long as they can - is this how they are paid? This experience has been such a waste of my time .........total disrespect! I wanted to stay with Telus but after this experience I will be seeing what other providers can offer now. Who can I complain to at Telus about this? Potential customers beware.
Internet Sign up
Hi all, I'm moving into a basement suite in Surrey, BC that already has a TELUS PureFibre wall jack installed from a previous tenant. If I sign up for a new TELUS PureFibre plan, does TELUS still require a technician visit, or can they simply ship the modem/router for a self-install? If self-install is available, can I pick up the equipment locally from a TELUS store or depot to speed up the activation process, rather than waiting for it to be shipped? Has anyone done this recently, and how long did activation take once the equipment arrived or was picked up? Thanks.