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Re: Telus Connect app Boost devices not displayed
Well so much with my Boosts showing up in my Telus Connect app correctly. Today suddenly it showed that I had no Boosts installed but all my Boosts were working, I still had perfect wifi in our house. While writing this post I noticed the Connect app suddenly started working and showing all my Boosts again. Telus you really need to get someone working to fix these issues with your Connect app. It’s been a long time where customers have been having these issues.Re: Telus Connect app Boost devices not displayed
In my situation, I found powering off all the Boosts then powering them up one at a time, waiting until the status LED turns green first, seems to work most of the time. Sometimes I need to wait a while for them to show up with correct IP address on the Connect app’s network section. In all cases even if red colour or improper IP address (192.168.1.2) shows up in Connect app they are still fully working. It’s just a very buggy Connect app that Telus hasn’t managed to fix in over a yearRe: Partial Charges on bill incorrect
A few years ago when I signed up with Telus something similar happened to me but it turned out the agent set it up so the final charges would add up to the same if I simply kept the Bring it Back phones. I told them originally very clearly I didn’t want Bring it Back. I can only guess there was some promo discount only available if BIB was setup or maybe the agents were being incentivized to sign up BIB as it was a new thing at the time. Check to see if it adds up correctly, but sounds like yours does notRe: Partial Charges on bill incorrect
Since the agent never called me back at Noon today I called back in. What is amazing is the agent handling my call today said they had no notes indicating I spoke to anyone yesterday. Absolutely amazing how this could happen. In the end this agent applied some Telus Rewards points to offset the partial charges but told me the way Telus works the partial charges are always calculated by prorating the base plan charge, in my case $70/mo which makes no sense to me at all. I even asked, if my base plan were very high with very high discounts then it is possilbe to have 'partial charges' exceed my monthly rate, and he said yes. I think Telus has this policy all wrong. Seems like a way to squeeze a few one time dollars even if it doesn't make sense. End of issue.Re: Partial Charges on bill incorrect
On my first bill I see they did set me up for a $70 plan but minus a bunch of discounts it comes to $25. However, they did charge me $18.33 for each line for the Partial Charge (essentially 1 week). All of this for each of the 5 lines, so everything 5X. So while yes, it's looks like $70 minus discounts, the $18.33 can't be right as in the end it's still $18.33 for 1 week vs $25 for a whole month. The issue must be they see me as originallly subscribing to a $70 plan for that week but I never agreed to a $70 plan. It was always a $25 plan from the start. What the Retentions person did to make the corrections to get me back to the $25 plan I was not aware of. Seems like this is all due to some Telus system limitation. Yesterday the agent on the phone said she would phone me back today at Noon with whatever she could find out to get it fixed but I never heard back. Very disappointing. I even emphasized that I wanted to hear back today at noon even if she doesn't have a solution yet but no call at all.Connect app not showing Boosts
Had this problem about a year ago too, can’t remember how it got fixed. My NAH and Boosts all work fine as I can log into each and verify they’re setup and working, just the Telus Connect app is messed up. It would be good to have them appear correctly in the app so I can reset them remotely if needed etc.Re: Partial Charges on bill incorrect
Ended up talking to another rep who checked into it and said they cannot reimburse due to the policy as my rate plan was $70. This is crazy as it was messed up from the start due to Telus not me. So they are looking into it more and will call me back tomorrow. It’s simple. My phone plan (after discounts) is $25/mo so prorate the partial charge days based on that. Unbelievable that it has to go through so much effort. So far I have spent hours on the phone to fix Telus errors and now I am being asked to accept $60+ for no good reason.Partial Charges on bill incorrect
I signed up 5 lines with Telus Mobility at the Shopping Centre and when I ported over and installed the SIMs I saw the plan and charges were incorrect in MYTELUS. I called into Loyalty the next day and the agent made the fixes. Today I received my 1st bill and the monthly charges are all correct after all the discounts are applied but the PARTIAL CHARGES seem to be wrong. After discounts each of my lines comes to $25/month + tax. However, the partial charges for Nov 29 to Dec 6 (8 days) is $18.33 plus tax. Prorated the partial charges should only be about $6.xx per line. I called in and after explaining the situation the agent said my main plan cost is $70/mo so that is why it's $18.33 prorated. I told him that it doesn't makes sense because my monthly is only $25/mo, so where are my partial discounts? I suggested I could speak to another agent if needed and now I am currently on a very long hold that doesn't seem to be going anywhere. Am I wrong on the partial prorated partial charges? How can Telus charge 73% of a full month for only about 26% of the days. I didn't request a plan change, it was a setup mistake on Telus' part from the start. Can anybody from online support please assist as I'm about to hang up on the hold as the agent said I was being passed right over to another agent but it's been a long hold. Thank YouTelus Connect app Boost devices not displayed
This is a recurring issue that I started having about a year ago when I first signed up with Telus Internet but seems to still be happening and I can't seem to have a clear fix. It was fixed, I think by powering everything down and then back up. I am 100% certain my NAH and Boost units are working fine as I can log into each and see they are setup and working fine but it's just the Telus Connect app that is displaying their status incorrectly. See photo. 1. How do I get my Boost units to show up correctly again? Think they all went RED and were called "Livingroom" after I disconnected a Boost and reconnected it. It was fine previously. 2. Any fix in the plans for the Connect app? Thank You
