User Profile
theros
Organizer
Joined 3 years ago
User Widgets
Contributions
Re: Discounts in Agreement not being applied
Here's what was in the CIS: Optik TV Optik TV Commitment period for 24 months : May 29, 2025 - May 28, 2027 • Includes TELUS TV Digital Box $0.00 • Core $40.00 includes Musicroom, Stingray, Core $0.00 • $20 Off Optik TV for 24 Months - effective 05/29/2025 to 05/28/2027 -$18.33 • Service Agreement on TELUS TV - effective 05/29/2025 to 05/28/2027 $0.00 Total Optik TV Regular Price (after all promotions expire) $40.00 Total Optik TV Promotional Price (when all promotions effective) $21.67 PureFibre Internet Gigabit Internet Commitment period for 24 months : May 29, 2025 - May 28, 2027 • PureFibre Internet Gigabit $135.00 includes 1 TB monthly data • Unlimited Data Usage $20.00 • Unlimited Internet Free for 24 Months - effective 05/29/2025 to 05/28/2027 -$20.00 • $40 off Internet for 24 Months - effective 05/29/2025 to 05/28/2027 -$35.71 • $20 off Internet for 24 Months - effective 05/29/2025 to 05/28/2027 -$17.86 • Service Agreement on High Speed - effective 05/29/2025 to 05/28/2027 $0.00 Total Internet Regular Price (after all promotions expire) $155.00 Total Internet Promotional Price (when all promotions effective) $81.43 CLS Loyalty Home Phone Lite $15 • CLS Loyalty Home Phone Lite $15 $15.00 includes Pay-per-minute, Call Control, Call Display, Name Display $0.00 • E911 and NG911 Provincial Network Fee $0.20 • E911 Municipal Call Answer Fee $0.69 Total Home Phone Regular Price (after all promotions expire) $15.89 Total Monthly Regular Price (after all promotions expire) ****Price does not include pre-authorized payment discount $210.89 Total Monthly Promotional Price (when all promotions effective) ****Price does not include pre-authorized payment discount $118.99 None of these promotions are being applied correctly to my bill and I signed a 2 year term. Why is TELUS not honouring what they sent me in writing?300Views0likes1CommentDiscounts in Agreement not being applied
I called in to renew my service agreement at the end of May as my term was up and the cost of my services was going to go up from $135 a month to $220. Spent about an hour and a half on the phone and received the Critical Information Summary promising a Monthly Promotional Price of $118.99 before taxes. Just got the first bill and none of the discounts in the Critical Information Summary are being applied and I'm being charged $260 or full price for each service, including an extra $20 for unlimited data despite specifically selecting a bundle that was supposed to include it. My latest bill also does not reflect the TV and Home Phone services correctly at all.348Views0likes2CommentsRenewed my contract, was sent another TV box, but already have two
Two years ago when I moved I wound up with two TELUS Digital TV boxes due to an order duplication. I've recently renewed my contract because the off-contract price was going to be $220 plus tax, and thought I was very clear that I did not need any new equipment sent to me - I already have an Apple TV 4K, and there's only one TV in the house. TELUS just sent me another digital TV box. I do not need this and in fact I still have one from when I moved in that a phone agent at the time said would cost me $360 to return early. I don't need three TV boxes for a two bedroom condo with only one TV! How can I return these? Previous experiences here: https://forum.telus.com/t5/My-Home-Account/Problems-scheduling-a-move/m-p/136256#M3101Re: Problems scheduling a move
I’ve not been able to get this resolved with the phone agents. I was told that I’d be contacted before the appointment, but now I’ve received three text notifications for three appointments at the same time - and despite replying “KEEP” have received three texts that read as follows: ”Hi, it’s TELUS again. We haven’t heard from you and would like to confirm your availability for <appointment time>. Reply KEEP to secure your appointment or let us know if you’d like to CHANGE the date.” It seems obvious that the phone reps have duplicated the move order for my services at this point, but they will not admit this over the phone and claim everything is fine. I have also not received any instructions on what to do with the multiple OptikTV PVRs that have been sent; the phone reps condescendingly explained that I “just need to plug in the power and HDMI” twice.2.5KViews0likes0CommentsProblems scheduling a move
First time poster but current PureFibre customer in Richmond, BC. Called in back in April to schedule moving my services and add on Optik TV and a home phone. Seemed everything went fine then, got a confirmation as expected, and then... no technician visit gets booked. Called back on April 13th as I never got a Critical Information Summary or shipping info. Rep said the initial order "wasn't processed" and claimed to cancel it. I get a new confirmation email, a Critical Information Summary, and a shipping notification. Tech visit is booked and confirmed, TV box shows up a week later. Fast forward to yesterday. I get called by a rep to say that the order (for which I already received a TV box!) wasn't completed. They try to do the order again. I try to tell them this is a duplicate order, I've already received a confirmation, have a tech visit booked, have received the TV box. They insist that none of these have happened, it must be the last tenant's account. We spend an hour on the phone where I insist that this is a duplicate and ask to speak to their manager. The "manager" takes over and says exactly the same thing; the order wasn't processed, they'll send me a new confirmation and TV box. When I tell them I have already received a TV box and want to make sure they don't duplicate the order, they tell me I haven't received the box or completed an order Today, I now have three confirmation emails, two TV boxes, and two technician visits booked at the same time. I've been on the phone for four hours already, and no one at TELUS seems to believe me that they already sent me a TV box. I'm expecting to wind up with two or three technicians visiting at the same time at this point. Should I just be throwing the first-received TV box at them? No one at TELUS can tell me why moving service has turned into a nightmare. Help!2.7KViews0likes2Comments