Forum Discussion
Solved
Billing and Plan Issues
I’ve recently had multiple issues with Telus regarding my home internet/piktv.
Over two weeks ago I accepted a loyalty plan with Telus as my two year promotional plan for home internet/piktv was due to expire at the start of December 2024. The first issue was that the agent who sold me the plan did not put in for a cancellation of my initial contract.
I had a bad feeling that she had rushed me through so I phoned back within the week to verify the changes and was told nothing was cancelled and instead I would have two internet plans at the same house. The agent I spoke to this time assured me he rectified the issue and that my new plan would start without issue as my old plan expired; this took over an hour on the phone during which time he had to report the previous agent.
Fast forward to yesterday and I get an e-mail about my upcoming bill; it’s magically gone from $93 to $170 due to unexplained “additional charges” and presents as “overdue” on the Telus app. So I reach out first to the virtual agent then a phone agent, only to be told by both that I’m on a “month to month” contract now, despite the mytelus app containing what is supposed to be my new service agreement.
So I call again today seeking a resolution, only to be placed on hold for 1.25 hours and be told a “supervisor” would call me back within the hour because this agent also only sees my “month to month” contract (then proceeds to try to upsell me on a new contract); it’s now been nearly 2 hours with no call back.
At this point I can only figure that the agent I spent that one hour call with did not actually swap my plan correctly, again, and now I’m left with ever-escalating bills and ridiculous call times trying to sort this out.
It’s a shame because the technician who came to my house last Sunday was very friendly and deserves to work for a better organization.
Please advise on how to proceed.
I’m happy to say that Darryl and I have reached a great and swift resolution of my issue. Many thanks! That man deserves a raise.
12 Replies
Replies have been turned off for this discussion
I’m happy to say that Darryl and I have reached a great and swift resolution of my issue. Many thanks! That man deserves a raise.
Currently working with an exceptionally kind man named Darryl from escalations. High hopes. The beta is to file a CCTS quickly.
TELUS_SupportOfficial Support Team
We’re glad to hear Darryl is providing you with exceptional support, and we’re hopeful for a positive resolution.
We are also having work from home issues. An online agent from this forum reportedly “updated” my escalation but I still have yet to hear from someone. Starting to feel like I'll have both Roger’s Shaw home internet and mobile by the end of the week. As a shareholder and human being, I’m very disappointed.
I have been without internet and been on the phone multiple times to no avail since they installed my services Friday, it will not connect, has yet to since installation. I have spent over 6 hours on multiple calls, all ending in the promise of escalation and a call back that never comes. I even went into the Telus store Saturday and waited an hour to have them also tell me I have to wait on a call back. So I again phoned today and there is still no date or technician scheduled to come to my home. What if I had had a smart furnace or work from home, either way I believe I would endure the same loop and run around. This entire experience has left me very upset, I have asked them to remove the equipment, guess what that also takes a tech to come, which they also informed me is a fee (possibly refundable) of $175 to have them come out, to fix a service that has yet to work.
- TELUS_Support
Hi there, we will send you a private message.
You have yet to send me a private message, you sent me a verification link. I haven’t heard from anyone and still haven’t had internet in my home since the past Friday when you installed it. I have also filed a complaint with the CCTS. This is ridiculous and I do not need to spend each and every day on the phone chasing you down for minimal 60 minutes to get off the line with no answers or internet once again.
Oh and I also found out the initial agent who sold me the plan sold me a plan that existing customers don’t qualify for. This was also not rectified by the agent who I spoke to for a hour a few days later (who said I’d still get the deal) and who sent a technician to my home.
- TELUS_Support
Hi there, our apologies for this experience. Do you still require assistance with this?
I was told yesterday that I’d receive a call back in 24-48 hours, yet again. Im
still without internet and have filed a complaint with the CCTS. If there is any way you can actually help vs put in line for another long hold/phone call, that’d be great.
Follow-up: this morning I awoke to being signed up to a new contract for home internet and tv, something I had never discussed with Telus! Then at 4pm, all my home services were cancelled, leaving me with no internet or access to my account on the myTelus app. So I call in, and am told my concern will be, yet again, “escalated.” The saga continues!
