$25 charge to change channel selection

[Bb1]

Hello,

Is there really a $25 charge for swapping one channel for another with PikTV subscription?

In My TELUS I've unselected TLC and selected History. After confirming I've received this email:

Order confirmation number: XXXXX

Transaction date and time: October 09, 2018 00:00 PM MDT

Type of change made: Channel Subscription Change

Order details:	History $4.00 TLC -$4.00
Change in TV monthly programming costs: $25.00

Is this $25 "change cost" normal? The Telus support article about changing channels in subscription doesn't say anything about this extra cost.

Thanks!

[NFtoBC]

Was this done within a month of a previous change, or creation of the account? There are frequently additional charges for making changes in short order after another change.

[Bb1]

No. I've had PikTV for a year with the same set of channels from day 1.

Thanks

[NFtoBC]

I was unaware of such a fee and agree that the documentation provided. by Telus does not clearly indicate one would be charged. Since I expect you will be doing more research on the issue, please share what you learn!

[HouseCat]

I just changed channels in August online. I was never charged a fee for the swap on my September bill. Ive also never heard of any charge for channel changes, nor did one display in the online order shopping cart.

I took a look at the automated email I received after the change, and it says the same thing your message did! ( I never even noticed it)

Transaction date and time: August 01, 2018

Type of change made: Channel Subscription Change

Order details:	H2 $4.00 BBC Earth $4.00 Space -$4.00 A&E -$4.00
Change in TV monthly programming costs: $25.00

The only rule on it I found around channel changes is located here: https://www.telus.com/en/ab/support/article/switch-pik-tv-channel-subscriptions  It just says when you change channels you are locked into the selection for 30 days. So, probably nothing to worry about at least.

[canucks4life]

Can we get some official word on what the deal is...billing glitch? $25 for such a simple change seems absolutely ludicrous?

[NFtoBC]

It does say “Change in TV monthly programming costs“, not “Charge”. It likely stems from the ‘Skinny Basic’ plan, which PikTV channel selection is based upon.

Since no one has indicated they have been billed this amount, it is, so far, a moot point.

[A5hley]

I had the same thing happen to me last month.  I waited on the phone for an hour and then on the live chat for half an hour just to ask why I was being charged.  The chat agent said "Don't worry about it as long as you will not exceed on 5 channels. You won't be charge extra for that ."  The chat cut out so I couldn't get any more answers, but I never saw the $25 charge on my bill.

[Bb1 · Accepted solution]

Hello,

TELUS agent has responded to my email: "We do apologize for the confusion. Upon checking on your bill, there will be no extra charges with regards to changing your TV packages as long as it is 5 package in your subscription".

Also received the monthly bill - no extra $25.

I guess, they just need to adjust the confirmation email template to eliminate confusion.

Thanks for your replies!