Telus TV Complaint & Rant Thread

[Moiza67]

Hi Madmojo, I work for TELUS so let me help you.

TELUS will pay for your xbox gold for one year in a way of a one time credit of $60 on your bill. TELUS was not involved in charging customers to have xbox gold to use optik TV, this decision was made by Microsoft. TELUS thus will cover the first year for existing customers.

However you can still opt for a free STB rental as well. I cannot guarantee this without looking into your account first.

Pixelation should not occur (no matter how much your downloading) as the built in QOS built into the router prioritizes TELUS TV. I would call tech support once again to troubleshoot.

[jechow]

I was watching the Canucks game last night on CBC HD. The picture quality was very poor from time to time. When the camera was showing the players on the ice, the colors were not the usual HD vividness but when the camera was on the commentators the HD vividness and clarity were fine. What gives? Is this expected from Telus Optik service?

[Dr.Dave]

@jechow, I didn't watch the game, but it sounds like you are complaining about the cameras that CBC used. Telus has no control over that and can only pass along the signal that CBC provides. The broadcast would have been the same on all providers.

[brownstar]

I started watching the game on my best HD tv and the picture looked good to me, switched to a lesser tv later and the picture was worse but I put the down to the tv

[WarrenC12]

How does this always happen?

Cancel Telus service Mar 22nd.

Return rental PVR box and modem at Post Office Mar 24th.

Get confirmation that PVR and modem are returned to Telus depot Mar 26th.

Billing period ends April 10 - Charged $250 for "non return of rental box"

Apr 15 - my Visa is charged

Apr 17 (today) - get an email that a new bill is ready, and all of the above has happened and it's too late.

Yes I know I can fight to get my money back on my credit card, but why do they have procedures like this? It's a complete joke.

[xray]

Have you tried the obvious course of action? Just call them and have them reverse the charge. It's a billing cycle timing issue and they reverse these charges all the time.

[brownstar]

Don't do pre-authorised billing, you sign up and give them carte blanche to take money from you

[Rock1]

I switched to Telus on Sept. 30 2011 after Shaw's poor CS. I took a 1 year deal on the TV ptn. with 6 months discounts, got the rep to detail it with prices and signed up. Just got my bill. While I expected higher rates as in month 7- Telus has overbilled me by over $60 Tel supposed to be $25 charging $29.68 Internet $44 Charging $52.71 TV Your Pick HD pkg w/HD $78 1 year term charged $114. I'll be calling to see what the deal is. May have to pay the $10 per month penalty and go back to Shaw. This is terrible. Telus needs to read their agreement.

[ae_collector]

Sept 30 plus 6 months is March 30. This is almost the end of April so my bet is that you are now on the regular rates plus you were charged retroactive to March 30 for the extra amount from when your "new customer" special rates expired. The billing cycle just worked out so that your previous bill was just before your 6 months ended and they didn't charge the new rates until this bill. You should be able to decipher that on the bill somewhere. The "Your Pick HD" pack is still $78 a month though there are apparently increases to TV and ADSL "coming soon". Study the bill or cal lthem up but I'm betting that is all it is.

[Rock1]

OK- maybe a bit too quick to criticize. I called Telus who advised me some credits came off the top and added on this month- reason why 29.68 instead of 25 and 52.71 instead of 44. They also said because of pkg. there was an error of almost $30 which they credited back to me. So I understand now but it is confusing. We went through next months bill based on what I have and we matched so all good. End result- CS excellent. Billing- mistake corrected and confusion on charges explained but misleading. - also I was too quick to criticize.

[ae_collector]

Telus bills have always been "a nightmare" to decipher since TV came along. I have seen some changes to the bill recently that improved things a bit but more work is definitely needed on that front.

It is too bad that they can't bill you the new rate for the part month that the discounts expire in, on the bill that will cover the time frame when the discounts expire. So a $20 discounted rate that will change to a normal $30 rate (just examples) would be $20 one month, then $26.34 (pro-rated amount) next bill and then finally $30 on the next bill. The way it currently works is the bill is $20, then $36.34 and then finally $30. The extra large jump from $20 to $36.34 has everyone running for the phone to call Telus threatening to go back to Shaw.

[Rock1]

What got me is a $115 bill goes to $232. I expected $165 plus tax. The phone goes from 20 to 28 something- I expect 25. Internet from 29 to over 52- expected 44. TV I expected 78 plus some extras I have- Hollywood suite etc. TV was up there. Rep said right away I was overcharged on TV and explained it all. I asked about next month's charges which will be 25, 44, 78 plus and she said that's what it will be what you will see. So it's good but there was a 26 plus tax error on tv and the crossover stuff that I wasn't aware of. I'm happy but it should be simplified explained better.

[brownstar]

As a happy Telus customer so far I've encountered my first major potential issue. I recently moved from Calgary to Vancouver and arranged the move and install in advanced with Telus. I was told by the CSR that my equipment would be replaced and that I should ship the old equipment back, all I had to do was to box it up and take it to Canada Post who would have the requisite label and give me a way bill number.

I did this and had confirmation that the equipment had been received and that there would be a credit to my account. My old account from Calgary was still open and the credit appeared there so I called Telus last week and asked for it to be transferred to my active account. This did happen but when I received my bill there was a charge of $600 for unreturned equipment! Of course I was shocked so I phoned and spoke to a CSR who said that as there was only 1 waybill Telus assumed that I had only returned 1 piece of equipment. I explained that I had done as instructed and that the PVR, 2 STB's and Actiontec router were all in one box.

After being put on hold for about 15 minutes I was told that the CSR would have to complete a form, send it to the warehouse and they would check the box to see what had been returned and that if the equipment was found then I would see a credit on my May account.

I hope this does happen as I did send the equipment back and do not want to have to get into this with Telus. Anyone else experienced this and had a positive outcome?

[mellaby]

This is info maybe everybody should know. I send back my Telus modem and PVR back every fall. I'll have to remember to ask for a separate return label for each unit.

[brownstar]

Looks like my issue has been resolved, outstanding balance shows as $63 rather than $630 so I just need to wait until my next bill for the details