I have been a customer with telus for 5 years and dropped calls have always been an issue where i live. my first phone died while i was in the middle of my contract and was forced to buy another phone and extend the contract. Since then dropped calls have become so frequent at home it has been affecting my personal and business affairs. I understand frequent dropped calls is a valid arguement for cancelling my cell phone contract without paying an insanely high fee. The fact of the matter is i am paying for a service that i am not receiving and I believe this is an unethical business practice.
My attempt for resolution with the company has resulted in phone swapping to 45 minute conversations with technical support and rebooting the phone. Also my calls have been dropped during these resolution sessions with telus which means I had to call back and explain my situation again from the beginning hoping that i can get through the conversation without it being dropped. Finally I was told by technical support it was the foundation in my house that was the cause of my dropped calls. After i explained to him my wife and my friends who are with different cell phone companies never experience dropped calls, he admitted that their signal is not as strong where I am and that it was not their problem. At this point I asked to be released from my contract where I was told there a $560 fee have to be paid. Its my understanding that there is a ceiling when it comes to a buy out fee of $400. I brought this to his attention and he disagreed. Im not sure if this ceiling exists. I've heard rumours but couldn't confirm it due to my lack of a law degree.
The bottom line is I want out of my contract with Telus. This is a breach of contract on their part. Im doing my part by paying for their service yet Telus has failed to perform their duties of providing me with a service. Im sure they provide service to others that have no problem with their network. Unfortunately I am not one of those people and I should not be penalized for wanting out of this contract. I just want to have a conversation without my calls being dropped, thats all. This has been a negative effect on my personal and business life and have produced many stressful moments. I just want out.
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