Customer Service Vancouver Complaint
Formal Complaint Letter (Service Not Delivered) Account Number: (removed account number) Address: Gastown Area, Vancouver, BC Date: Dec,13/2025 To Whom It May Concern, I am writing to formally lodge a complaint regarding the Home Internet Bundle I signed up for, which was scheduled to be installed on December 11 between 9:00 a.m. and 12:00 p.m. Despite this confirmed appointment, no technician arrived, and I have received no communication regarding rescheduling or delays. I did receive promotional emails about upgrading to Pure Fiber and receiving two months free, as well as the PS5 holiday package deal, but none of these services have been delivered. I have waited two days without any reply to my emails or call‑backs, which is unacceptable for a service I am already expected to pay for. This lack of service and communication is extremely disappointing. For the price being charged — even at $70 per month — the absence of installation, follow‑up, or accountability feels like a breach of trust and a failure to meet basic customer service standards. I request the following actions immediately: Confirmation of a new installation date and time. Written acknowledgment of the missed appointment. Assurance that promotional offers (Pure Fiber upgrade, two months free, PS5 holiday deal) will be honored. Compensation or credit for the delay and inconvenience caused. If I do not receive a satisfactory response within five business days, I will escalate this complaint to the Commission for Complaints for Telecom‑television Services (CCTS), the independent body that handles unresolved telecom complaints in Canada. Yours sincerely, Jonathan Craig (removed email address)
Can't login to Telus account on optik tv box
Hi, I set up a new service recently and I haven't been unable to login to my account using my email and password. I also cannot login to my TV either (using optik tv android box). I have logged in using the email a link method without any issues. I then reset my password and tried logging back in with my email and password but it doesn't work. Any idea what is going on? I haven't even able to access my tv services or telustvplus. I get the following error: Sorry, an error has occurred. Please try again later. I know the password is right because when I have reset the password (after logging into mytelus account using the email link) it says you cannot use the same password as last time.How to View and Change Your TELUS Technician Appointment
Manage your upcoming TELUS technician appointments through your My TELUS account. Available for Alberta and BC clients using a desktop browser. Viewing Your Appointment Access your appointment details: Log into My TELUS account Select "My Profile" Click "View and manage your appointments" View appointment information: Scheduled date Arrival time window Service address Contact number Appointment type (install, move, repair) Managing Your Appointment To reschedule: Click "Reschedule" Select new date and time Click "Reserve" To cancel: Click "Cancel" Confirm cancellation To update contact number: Select "Change your contact number" Enter new number Confirm update After Making Changes You'll receive a confirmation email Changes will appear in Appointment Manager Review details page for verification Important Notes Service available only for Alberta and BC customers Must use desktop browser (not available on My TELUS app) Some appointments may require calling TELUS or using Live Chat When to Contact TELUS Contact TELUS support if: You can't reschedule online The cancellation option isn't available You need immediate assistance You're outside AB or BC EN version
Missed Installation Appointment and Poor Communication
I recently signed up for Telus internet services and was scheduled for an in-home installation on Saturday between 8 and 9 a.m. I was told a technician would call 15 to 30 minutes before the appointment. No one called, and I received no message or update about any changes. I contacted customer support, and the agent (Miguel) assured me a technician would call within 20 minutes and arrive within the hour. He also promised to call back in an hour to confirm. He never did. When I called again, the next representative said she couldn’t access the transcript from my previous call due to a system issue. She confirmed the appointment was still showing as active, put me on hold for 40 minutes to contact dispatch, and then the call disconnected. No one called back, even though I was told they would if that happened. I am now on my third call. It is 12 p.m., and I still have no information on whether anyone is coming to complete the installation. Am I expected to keep waiting indefinitely? Or will I later be told that a technician showed up unannounced and marked the job as missed? My current internet service stops working tomorrow, and this delay directly affects my ability to work. This entire experience has been frustrating and unacceptable.Setup Boost Wifi 6 Lite as an access point to extend existing LAN?
Hey all, got fibre installed 10 days ago and finally getting to cleaning up what the tech left me with. He was great, but custom lan setups aren't his job. Currently my NAH connects to my router (Asus RT-AC86U) that is aptly handling all my family's routing needs, including 2 Telus TV Digital Boxes over ethernet. Documentation (online or otherwise) is quite light as I suspect Telus wants it to be the centre of the universe and not really tinkered with by most users. Can I just factory reset it, connect it to a Lan port on my existing router, and it will figure out that I want it to be another AP to extend my existing SSIDs? Thanks
Connecting Arcadyan PRV65B to TP-Link Deco AX3000 X50
Hi all, I’m setting up my Telus Arcadyan PRV65B Wi-Fi hub with my Deco X50 mesh. With bridge mode off, the Deco works perfectly, I get strong, fast wifi throughout the house. I want the Deco to manage routing, so I switch the Arcadyan to full bridge mode. When I do, wifi drops completely on the Deco: the light flashes blue and yellow during setup but ends up solid red. I’ve set VLAN ID 35, priority 0, and tried cloning the Arcadyan’s MAC to the Deco. My in-wall Ethernet ports work fine. Tried power cycling and hard resetting both. Tried wiring the Deco into all 4 ports. The top light on the Arcadyan (Wi-Fi) is red, but the front internet light is green so bridge mode to be works correctly. I can attest to this as my smartTV is hardwired and connected with no issue. What am I missing, and how can I get the Deco to handle routing correctly to get the wifi working?TELUS TV+ Availability in Ottawa
When I submit my address on the telus.com website it says Telus TV+ is available and can be ordered now. After I submitted my order request, the salesperson that called me said their system shows that Telus TV is not available in Ottawa. Either the website is wrong or the salespeople they have calling customers are wrong. So, is it available or not?Telus WiFi intermittent
Has anyone in the lower mainland bc had an issue with telus wifi being intermittent. It sometimes disconnects for more than ten minutes at a time and stays this way back and forth for more than an hour. What was your solution? The agent came by and replaced all the modems and boosts. Asked me to go buy a new router and I am still having an issue. Is this a setup issue? we have not had problems in the past and these last two weeks it’s been horrible connections. nothing changed in our end. We work from home so we looking for any advice. the agent mentioned maybe replacing outside fibre at our cost not even sure what that means.TELUS PureFibre Installation: Property Impact Guide
Learn what to expect during TELUS PureFibre installation and how it affects your property. Installation Overview Work zone parameters: Limited to 2-metre utility right-of-way Temporary equipment installation required Includes underground conduit and exterior terminal box Equipment installed: Underground 'flower pot' conduit connection 18mm underground conduit pipe Small terminal box on home exterior Underground Installation Process Installation method: Small plow or compact drilling machinery Minimal ground disturbance Service box installation where required Driveway considerations: Small 'coring' holes may be necessary Concrete filling for repairs Individual assessment for repair needs Aerial Installation Process Connection details: Fibre cable runs from pole to house Small exterior termination box Fire-resistant interior cabling installed Property Restoration TELUS ensures complete property restoration: Area cleanup after installation Grass seed replanting where needed Paint markings naturally dissolve Property returned to original condition Important Notes Utility markings are temporary Water-based paint dissolves with weather Contact local municipality for right-of-way questions When to Contact TELUS Contact TELUS support if you have: Questions about installation timeline Concerns about property damage Issues with restoration work Need clarification on installation method FR version
Internet disconnects and times out randomly
got the telus 1gig pure fibre installed after 1 day all my devices wireless and wired via ethernet cable all have disconnection issues. did ping test in cmd, it says request timed out when internet is down. i am getting 4000 packet loss in games and straight up disconnected from calls. had technician swapping the entire modem and still didnt fix the issue. having a hard time living with this crappy internet, wondering if theres a solution to this.
