Competition stimulates innovation. Unfortunately for Telus all their innovation is centred on making the customer do all the work technicians did in the past.
I assume this move helps increase profits. But some people are ill equipped to fix their own TV reception and Internet problems and Security systems.
Recently Telus sent me a YouTube video to learn how to change the Nicad battery in my security panel monitor. It was not a good video. As a person who doesn't even know what screw driver to use, that is a BIG ask to expect I'll be able to do that after watching a You Tube. Also, I never signed up to be a security system technician and pay for the privilege.