Activated services (OPTIK TV & HIGH SPEED INTERNET) at the above mentioned address in August of 2011
Issue #1- Telus was billing us for Internet and TV usage at THE WRONG ADDRESS were billing.
Issue #2 - OPTIK TV service kept cutting in and out, reception was lost, channels were missing and would mysteriously return again, volume was missing in recorded shows; recorded shows were lost due to bad reception - this started from day one and continued 3 months into the service. At the three month mark I noticed we were being billed for services at the WRONG address based on this Telus was able to break the contract for TV services also due to the fact their OPTIK TV NEVER worked properly for us.
Issue #3 - HIGH SPEED INTERNET - again for the first three months Telus was billing us for services at #801 NOT OUR UNIT!!! Also, service was choppy. Internet connection always being lost, takes 2 hours to upload a photo to Facebook, connection dropped, modem overheating etc.
Three months into the contract when OPTIK TV was cancelled – Telus told me I could cancel my Internet services in the future AT ANY TIME PENALTY FREE IF I SENT BACK THE XBOX LINKED TO THE ACCOUNT AND THIS OFFER WAS A SPECIAL ACCEPTANCE DUE TO ALL THE HEADACHES SINCE OPENING MY ACCOUNT. WE AGREED TO STAY WITH TELUS AS WE WERE OFFERED A REDUCED RATE OF $49 / MONTH FOR THE FIRST SIX MONTHS-TELUS ALSO SENT ME A NEW MODEM AND SENT A TECHNICIAN OUT TO MAKE SURE THE CONNECTIONS WERE “OK”
Issue #4 – The “technician” came to our townhouse; and the townhouse on his record was still THE WRONG ONE – UNIT 801. He told me since the units were mixed up he didn’t know what to do. He walked around the perimeter of the living room looked at the baseboards – DIDN’T TOUCH ANYTHING OR BEND OVER; AT THIS POINT HE’S WALKING ROUND AS IF ON A PERSONAL TOUR OF MY HOUSE!!! Touched the modem, said it was hot and recommended Telus send me a new one. He then sat in his truck for 15 minutes typing a “report” came back to the door gave me his card and told me to call any time to follow up.
Issue #5 – One month after giving Telus another try, internet services have NOT improved, I phone Telus to cancel and am THEN TOLD I’m ON A THREE YEAR CONTRACT AND CANNOT CANCEL!!! I pay my bill anyways.
Issue #6 – TWO months into my new “contract with Telus” I phone again to complain about their services. Again I’m told I cannot break the contract but I insist my complaint is at least noted on our file.
Issue #7 – THREE months into the contract and my internet worked properly for TWO DAYS this month. I call again and am told I cannot break the contract. I am 99% Sure that according to the SOX compliancy act it is ILLEGAL for Telus to charge me for a service that has not been provided nor had worked properly since the start of the contract. I pay my bill
Issue #8 – Another month of little to no internet services. I call Telus again. I cannot cancel my contract and I pay my bill.
Issue #9 – In May of 2012 I phoned Telus to SUSPEND my services temporarily. I was the victim of a hate crime in May 2012 and had to move in fear of being targeted again. I had NO fixed address to give at the time. The Telus CSR I spoke to told me I could suspend my services for $15.00/month I explained to him that was ridiculous as I was not going to be accessing my account at any time and was already fed up paying Telus for a service that NEVER worked. He put me on hold to look into my account history. He came back, apologized for my issued and told me he would credit my account by $30 to make up for two months of the suspension – that was the best he could do so I agreed. At the end of the conversation it was confirmed my services were put on hold.
Issue #10 – On August 6, 2012 I received an Email from Telus with my bill in the amount of $346 for CANCELLATION OF MY ACCOUNT IN JULY 2012. I phoned Telus and learned that the rep I spoke to in MAY was WRONG that I actually CANNOT suspend internet services I can only TRANSFER THEM.
I explained to the CSR in May that due to being the victim of a hate crime I was being forced to move and had no fixed address so I had nowhere to transfer the account to – he said not to worry that due to the circumstances he would suspend my account until December 31, 2012.
It was further explained to me that I could transfer nmy services to another existing address – AGAIN I told this CSR – Marie or Maria that I had NO FIXED ADDRESS; THAT I HAD EXPLAINED THIS TO THE CSR IN MAY; she apologized again and told me he was wrong. That I have no choice I cannot suspend my account and I have 90 days to give the a new address of to pay them the $400.