Telus TV Confusion - Canadian TV, Computing and Home Theatre Forums

physicist · 2008-12-11, 06:19 PM

I've got a bit of confusing situation here that I hope someone could shed some light on.

Last week I got a flyer in the mail from Telus announcing that Telus TV was now available in my area (I'm a pre-existing Internet/Home Phone customer). So I go to the website to verify this with both by phone number and address, and lo and behold, it is available! I go ahead and place the order online, which goes through without a hitch, and I get a phone call the next day from Telus to confirm my install date of Dec. 15.

Fast forward to last night and curiosity gets the best of me for whatever reason, and I go to Telus' website to see if the TV service is still listed as being available.

It's not.

Quote:

TELUS TV is not available in your area today.

This can quickly change as we are continually expanding our service areas.

Come back regularly to check if TELUS TV is in your area.

I phoned Telus to find out what is going on. I spoke to two different people on the phone. The first said that there was a 50/50 chance of it working, while the other said that it would definitely work, as the order couldn't have been processed if it was unavailable. Either way, they said I should just wait until the install date and see if it works then.

Does anyone know why this is happening and if there's a real concern for it not working?

Thanks for any input.

hugh · 2008-12-11, 07:15 PM

I wouldn't worry. This kind of thing happens at Rogers all the time. Essentially the networking operations and the Marketing department aren't taking to one another.

Since customer service typically would get its info from networking, my bet is that that marketing (the website) doesn't know what they are talking about.

rstratton · 2008-12-11, 07:59 PM

It reminds me of when I tried to order DSL from Telus, I was told it was available and placed my order. On the day of the install, the installer phoned and said it wasn't available.

I wouldn't hold my breath.

bobancle · 2008-12-11, 11:42 PM

I'm just guessing here but this may be related to ADSL port inventory. This is probably queried when you placed your order and a port was reserved for you. When you queried it later there may not have been any ports left in your immediate areas GWI (the little Green pedestals) and they will have to add more for new customers. I wouldn't expect that to affect your order however. I think TELUS tries to give an accurate representation when they say it is available for you.

stump14 · 2008-12-12, 03:44 AM

Quote:

Originally Posted by bobancle

I'm just guessing here but this may be related to ADSL port inventory. This is probably queried when you placed your order and a port was reserved for you. When you queried it later there may not have been any ports left in your immediate areas GWI (the little Green pedestals) and they will have to add more for new customers. I wouldn't expect that to affect your order however. I think TELUS tries to give an accurate representation when they say it is available for you.

Sounds about right. I remember when I moved a few years ago we kind of got the same thing with internet as there was no ports available.

physicist · 2008-12-12, 02:27 PM

Thanks for the info everyone.

springle · 2008-12-15, 07:36 PM

I think the service availability is 3-pronged in nature.

The high speed build out must have reached your neighbourhood.

There must be an available port.

Your loop must be tested to ensure that it has no defects which would render the HDSL service ineffective.

trainwalker · 2008-12-23, 05:19 AM

So...what happened?

2008-12-11, 07:15 PM	#2
hugh Member #1 Join Date: Dec 2001 Location: Toronto Posts: 47,492	I wouldn't worry. This kind of thing happens at Rogers all the time. Essentially the networking operations and the Marketing department aren't taking to one another. Since customer service typically would get its info from networking, my bet is that that marketing (the website) doesn't know what they are talking about. __________________ As of January 2012, I am no longer the owner of the Digital Home website. If you have questions about the operation of the site, please contact VSAdmin. For personal inquiries contact me at the Hugh Thompson website.

2008-12-15, 07:36 PM	#7
springle Join Date: Oct 2006 Posts: 521	Availability I think the service availability is 3-pronged in nature. The high speed build out must have reached your neighbourhood. There must be an available port. Your loop must be tested to ensure that it has no defects which would render the HDSL service ineffective.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Switch to Linear Mode Hybrid Mode Switch to Threaded Mode

2008-12-11, 07:59 PM	#3
rstratton Join Date: Sep 2003 Location: Victoria BC Posts: 280	It reminds me of when I tried to order DSL from Telus, I was told it was available and placed my order. On the day of the install, the installer phoned and said it wasn't available. I wouldn't hold my breath.

2008-12-11, 11:42 PM	#4
bobancle Join Date: Apr 2006 Location: Calgary Alberta Posts: 250	I'm just guessing here but this may be related to ADSL port inventory. This is probably queried when you placed your order and a port was reserved for you. When you queried it later there may not have been any ports left in your immediate areas GWI (the little Green pedestals) and they will have to add more for new customers. I wouldn't expect that to affect your order however. I think TELUS tries to give an accurate representation when they say it is available for you.

2008-12-12, 02:27 PM	#6
physicist Rookie Join Date: Dec 2008 Location: North Vancouver, BC Posts: 3	Thanks for the info everyone.

2008-12-23, 05:19 AM	#8
trainwalker Join Date: Sep 2008 Location: Shaw employee. My thoughts are my own and not my employers. Posts: 192	So...what happened?