There should NOT be a charge for this. If the caller ID is not working there can only be a charge if there is something causing it in your house. If its out in the cable (most likely) or an issue with TELUS hardware or programming, its not your concern and its non-billable.
If it was working and suddenly stopped, and doesn't work on your phone either, but everything else is working, its probably a TELUS hardware failure.
If it is working on your phone and just not the TV, then it IS a TELUS issue and is non-billable.
Check to see if its any of your equipment that may be causing it. Do this by unplugging all of your phones then calling your TN on a cell. If the caller ID works on the TV its a problem with one of your sets messing up your circuit, use process of elimination to find the culprit and replace the set. If it still doesn't work I doubt strongly its a billable issue and should get fixed no charge.
TELUS policy on billing for trouble repairs is clear, customers are only billed for trouble ticket repairs if;
- the trouble is caused by a piece of the customers equipment (phone, fax machine, alarm etc.)
- the trouble resulted from damage to the inside (house) wiring for the phone system, typically from renovations causing cut wires or nails causing shorts etc., and finally good old corrosion or deterioration. The wire inside your house is your property, it therefore will not be repaired by TELUS without charge.
All other trouble repair related work is non-billable.
- another TELUS tech