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Unable to upgrade TV equipment due to being a current client

Just Moved In

My contract with Telus home services is up in a month.  I tried to call the loyalty department to sign up for another 2 year contract but they are unable to upgrade my TV equipement to the new Telus TV system with cloud recordings.  According to the agent and their supervisor, the new equipment is only being offered to new clients of Telus and not returning clients!  This seems absurd to me.  I had an offer from shaw, who already offers bluetooth remote controls with voice control that is cheaper than what I am currently paying with Telus.  I mentioned this to the loyalty supervisor, and she said their was nothing she could do.  


Anyone have any recommendations?  Should I just move over to Shaw?


Community Power User
Community Power User

My understanding is that currently the new hardware is only available to new customers. Telus will roll out the new hardware to current customers at a future date.


Some of the features currently available on the existing platform have yet to be migrated to the new system.


If you must have voice control Alexa is an option:


Control Your TV with Amazon Alexa | TELUS


Cloud PVR would be nice to have but a 45 day retention may be an issue for some.

Just a long time customer hoping to help.


Unfortunately all telecommunications companies do the same, prioritize new customers.

Why not wait till Cyber Monday?