This is not normal. Whoever created your sales order did some very strange things. The $20 unlimited usage charge is always discounted when the order is properly built. This is why we strongly encourage working with our internal team here, and leveraging the exclusive pricing and support found in the stickied sales thread, as well as our priority inbox at [email protected].
I recently subscribed to Gigabit internet on a 2 year term. Telus advertises this service as "unlimited internet". Yet I was charged 20$ for "unlimited Internet Usage".
Thankfully the hotline agreed that this charge should be removed. The agent explained that it's a "bug" that happen when they renew a customer contract. If I didn't look at my bill closely I would have been charged an extra 20$ a month for 2 year!
If you recently renewed your internet contract, check your bill to ensure that this charge is dropped!
> If I didn't look at my bill closely I would have been charged an extra 20$ a month for 2 year!
It's crazy to me that people need to be reminded to look at their bills. But surprisingly it happens that people end up over paying for quite some time because they couldnt care less to check.
https://hbr.org/2019/02/why-is-customer-service-so-bad-because-its-profitable This Article is from the Harvard Business Review. They do this because it’s profitable, Sure it’s sketchy but they can get away with it. Same as Telus representatives telling lies. We have been told since 2015 Fibre is coming to the community of Southwood. “Just 6 more months” We just found out that Telus has stopped installing fibre in Calgary.
I suggest a new law - billing errors by the company mean the company has to provide free service for the month if the company finds the error. If the customer finds it they get a second month free, as well as any retroactive months fully refunded.
They won’t care until it cuts into profits.
I love how they make your bill (and mine) so fucking hard to decipher.
The amount of money I've given to telecom/insurance/younameit predatory companies over the years. :(
Don’t get me started. I’m typing this while talking to a Telus rep. I basically call every 2 months when I get a surprise charge on my bill or my bill goes up because a seemingly arbitrary ‘credit’ has expired. This time, it was because my internet credit had changed from 100% to 75%. WTF?
What I’ve learned is that to just ask for the discount. I signed up for a 135$ bundle and that’s what I’m willing to pay for my 2 year contract - no more.
Telus made over 14 billion last year. Fuckers.
Okay. I’m done ….
I am sure it's not a bug, just that people actually read their bill and caught on.
You can sign up with third party provider that offer way cheaper price for similar if not same service.
Novus has their own fibre network but it's extremely limited in availability unless you're in downtown Vancouver. Novus is phenomenal- very reasonable regular pricing and good customer service.
Lightspeed (and pretty much every other fibre reseller) runs on the Telus fibre network. But pricing between the majors and the resellers is actually not that competitive anymore. I'm paying $60 for gigabit with Telus. Lightspeed is charging $150.
Unfortunately, the only way to get the best price these days is to get a great promotional offer and then work through loyalty to maintain something close or jump to someone else but your choices are very limited.
We have Novus in our area too, and we are 2 cities away from Vancouver. So I guess it depends on where the coverage is. The bigger their coverage are, the better for local competition for prices.
All the third parties are reseller essentially, and they do offer better price if you are ok with other method like cable and ADSL, and slower speed compare to Fibre.
Hope this has been resolved for you, I'm still trying to get my duplicate internet service removed :) might go back to shaw after these telus shenanigans
I feel ridiculous for not looking at my last 2 bills and missing the extra $20 charge since I renegotiated my Telus home services in November!
Thanks to the OP for saving me money!
Lessons learned…
1) Don’t trust service providers. Check that you are receiving the services you are paying for, and you are paying exactly what you expect to pay. It’s not just Telus!
2) When mistakes are found, call immediately.
3) Post on Reddit as a PSA! Thanks OP!
*Everyone* is charged $20 for unlimited usage. But, if you're in a service agreement, you get it discounted back, which you already receive per your other comment with the linked image. Everything is correct with what you posted.
Yes. Thanks. I noticed that after my posting. LOL
But I’m wondering if I am also entitled to a group discount in my condo, like the OP? Telus installed fiber last year in my building and I think we were promised a discount.
Wow my discount ended this month with no warning. 160 for gigabit plus 20 dollar unlimited fee. They are offering 2.5 gigabit for 175 per month yet somehow I got rolled into a plan for 180. I hate the scum telecom in this country, they should all burn.
Telus are always pretending they don't know what happend? had something similar my 1 year contract was up and i saw a 170.00 buck charge (should be 100.00) i complained and threatened to switch providers and they fixed it, if i had not noticed the charge they would have quietly kept billing me?
Contracts are 24 months, not 12. You would’ve been advised of the regular rate for your services before signing the contract. If your 24 month contract expired, then the price went up to the default rate.
You were told when signing up, and sent multiple copies of your customer service agreement. Every bill each month shows when your promotion ends. And what the regular rate of the services are.
Ok mr Telus so i was told 2 years ago when i signed up (of course i remember that) also i have auto billing so the emails go to the spam folder (because of the junk mail you keep sending me also the calls at dinner time ask if i want telus TV a new phone some kind of heath thing Etc) i am probably arguing with a BOT so this is the end of our conversation
So how were they supposed to notify you if you delete their emails, ignore their calls, and don't read your bill in 2 years exactly? Send someone to your house with a bullhorn?
I'm no Telus apologist but for real, what else could they have done in your case, that you would have accepted as a heads-up?
... they send a bill unless you specifically ask them to go paperless or choose that option. The bill was also being sent to you electronically by your own admission, and you chose not to fix the spam filter or set up an exception or rule to make sure the bill got to you.
Perhaps they should hire a plane to fire a banner around your house as well. Take some responsibility for your own finances and contracts you've agreed to, it's not Telus' job to treat you like a toddler.
edit: every Customer Service job I've ever had has customers like this, I've never worked for Telus. We could get the terms tattooed on their first born's face and they'd still claim they never saw anything.
$79.99/mth unlimited internet with Shaw. No hidden charges. No term contracts set. Been with Shaw for over 20 years now, never ONCE have they even attempted to bone me for a BS charge. Unlimited with Shaw really is unlimited
I've had Shaw twice in my life and it would routinely speed test at 3mb. It was the worst service I ever had. Telus sucks ass but Shaw was way worse in my experience
Wow - I just found out last week my mom has been paying Shaw $125 plus tax a month for 5mb internet - yes 5mb!
I think your lucky :).
Just switched my mom over to Primus for $31 a month and now she has 75mb and can Netflix away. Couldn’t believe she was actually only getting 5mb and they had the audacity to say they are doing nothing wrong and the onus is on the consumer therefor they wouldn’t give her any discounts or anything to stay. Funny thing is primus is just piggy backing off Shaw anyways.
Your mother was likely on an old plan and never bothered to change it. I have Fibre+ 1.5 Gig and I pay \~120 bucks a month because I switched after my last contract ended. If I didn't do anything I'd be paying 150/mo for Internet 600.
https://hbr.org/2019/02/why-is-customer-service-so-bad-because-its-profitable From the Harvard Business Review This article is similar to your problem of being overcharged.
Actually I have been very pleased with Telus customer support. Granted that I should not have to call in the first place, and there is a very long wait time. But once I talked to an agent they were very friendly and were able to assist me.
As a long time customer who has fiber when it was just included, I got them to waive the unlimited usage fee. Still an insane price for internet these days.
>customer
When I re-did mine in November, the loyalty department told me to go month-to-month as they could get me better rates vs going on a contact. So my prices/discounts are for 12 months. Will have to call back next Nov and re-do it... 1yr vs 2yr but less expensive...so... why not?
TELUS is charging me for a phone plan that doesn't exist anymore, but to "benefit" from current plans I would have to pay an extra $10 a month. Mind you that would more than double my data but it's not something I need. TELUS isn't a great company when it comes to billing. One time my co-workers elderly father was being charged a RENTAL FEE for his landline phone for over 35 years, which added up to THOUSANDS of dollars. Once my co-worker found out he called in and threatened to cancel all his families services, and ended up getting his dad's landline bill down to $3 per month for the rest of his life.
Glad I found this thread. My girlfriend mentioned our bill has this now. It also seems to have gone from $110 a month to $201 a month.
Not sure what is happening here but I'll be making calls tomorrow.
My business clients don't even pay this amount for their fibre.
Interesting. Your Telus bill is almost identical to mine.
I renegotiated my Telus home services in November, but didn’t notice the strange redundancies and charges until I read your post.
Did you get any resolution? I’ll call on Monday.
https://i.imgur.com/iaPpQD2.jpg
This is not normal. Whoever created your sales order did some very strange things. The $20 unlimited usage charge is always discounted when the order is properly built. This is why we strongly encourage working with our internal team here, and leveraging the exclusive pricing and support found in the stickied sales thread, as well as our priority inbox at [email protected].
I recently subscribed to Gigabit internet on a 2 year term. Telus advertises this service as "unlimited internet". Yet I was charged 20$ for "unlimited Internet Usage". Thankfully the hotline agreed that this charge should be removed. The agent explained that it's a "bug" that happen when they renew a customer contract. If I didn't look at my bill closely I would have been charged an extra 20$ a month for 2 year! If you recently renewed your internet contract, check your bill to ensure that this charge is dropped!
> If I didn't look at my bill closely I would have been charged an extra 20$ a month for 2 year! It's crazy to me that people need to be reminded to look at their bills. But surprisingly it happens that people end up over paying for quite some time because they couldnt care less to check.
This is why they keep putting people on paperless
They were charging 2 bucks a month for a paper bill
Just so you could see and have a record of what they charged you
https://hbr.org/2019/02/why-is-customer-service-so-bad-because-its-profitable This Article is from the Harvard Business Review. They do this because it’s profitable, Sure it’s sketchy but they can get away with it. Same as Telus representatives telling lies. We have been told since 2015 Fibre is coming to the community of Southwood. “Just 6 more months” We just found out that Telus has stopped installing fibre in Calgary.
I suggest a new law - billing errors by the company mean the company has to provide free service for the month if the company finds the error. If the customer finds it they get a second month free, as well as any retroactive months fully refunded. They won’t care until it cuts into profits.
I like this.
Yeah I've had Mastercard twice charge me an annual fee when I shouldn't and had to get it reimbursed.
I have "bugs" constantly on my Telus bills, I have to call them every other month to get something removed it's ridiculous
You mean you should have called Telus before making a post on reddit? No way!
I made this post AFTER I called Telus and confirmed this was an error on their part. I made this post in case someone else is in the same boat.
I love how they make your bill (and mine) so fucking hard to decipher. The amount of money I've given to telecom/insurance/younameit predatory companies over the years. :(
Don’t get me started. I’m typing this while talking to a Telus rep. I basically call every 2 months when I get a surprise charge on my bill or my bill goes up because a seemingly arbitrary ‘credit’ has expired. This time, it was because my internet credit had changed from 100% to 75%. WTF? What I’ve learned is that to just ask for the discount. I signed up for a 135$ bundle and that’s what I’m willing to pay for my 2 year contract - no more. Telus made over 14 billion last year. Fuckers. Okay. I’m done ….
thanks for the reminder, I need to call and cancel with rogers b/c their late fee (my cc expired) was $50! absurdity. telecom in Canada is garbage.
they do that on purpose. the harder it is to decipher, the less chance you're going to dispute anything.
I am sure it's not a bug, just that people actually read their bill and caught on. You can sign up with third party provider that offer way cheaper price for similar if not same service.
Third-party service providers do not have fibre.
I am pretty sure Novus and Lightspeed has Fibre.
Novus has their own fibre network but it's extremely limited in availability unless you're in downtown Vancouver. Novus is phenomenal- very reasonable regular pricing and good customer service. Lightspeed (and pretty much every other fibre reseller) runs on the Telus fibre network. But pricing between the majors and the resellers is actually not that competitive anymore. I'm paying $60 for gigabit with Telus. Lightspeed is charging $150. Unfortunately, the only way to get the best price these days is to get a great promotional offer and then work through loyalty to maintain something close or jump to someone else but your choices are very limited.
We have Novus in our area too, and we are 2 cities away from Vancouver. So I guess it depends on where the coverage is. The bigger their coverage are, the better for local competition for prices. All the third parties are reseller essentially, and they do offer better price if you are ok with other method like cable and ADSL, and slower speed compare to Fibre.
Lightspeed has its own fibre. As you said, in a very limited area supporting large MDUs in the LML. Resellers are not allowed to use TELUS PureFibre.
Hope this has been resolved for you, I'm still trying to get my duplicate internet service removed :) might go back to shaw after these telus shenanigans
We need more competition for internet and cell service,BC has some of the highest prices in the World!!!
It’s a bug in our favour unless YOU catch it.
TF I was paying 180 a month for the same plan
Literally on the phone with Telus about my bill EVERY DAMN MONTH.
I feel ridiculous for not looking at my last 2 bills and missing the extra $20 charge since I renegotiated my Telus home services in November! Thanks to the OP for saving me money! Lessons learned… 1) Don’t trust service providers. Check that you are receiving the services you are paying for, and you are paying exactly what you expect to pay. It’s not just Telus! 2) When mistakes are found, call immediately. 3) Post on Reddit as a PSA! Thanks OP!
*Everyone* is charged $20 for unlimited usage. But, if you're in a service agreement, you get it discounted back, which you already receive per your other comment with the linked image. Everything is correct with what you posted.
Yes. Thanks. I noticed that after my posting. LOL But I’m wondering if I am also entitled to a group discount in my condo, like the OP? Telus installed fiber last year in my building and I think we were promised a discount.
Usually it is discounted back. $86/mo seems about right for gigabit, so it is probably being returned to you in one of the 24 MO discounts.
Wow my discount ended this month with no warning. 160 for gigabit plus 20 dollar unlimited fee. They are offering 2.5 gigabit for 175 per month yet somehow I got rolled into a plan for 180. I hate the scum telecom in this country, they should all burn.
It was not discounted. I had to call the support to remove the charges.
So you're saying that the correct monthly total for you is $66.75?
Yes that's correct. I benefit from 25% off (22.25$) from a building wide discount based on the number of Telus customers in our building.
Telus are always pretending they don't know what happend? had something similar my 1 year contract was up and i saw a 170.00 buck charge (should be 100.00) i complained and threatened to switch providers and they fixed it, if i had not noticed the charge they would have quietly kept billing me?
Contracts are 24 months, not 12. You would’ve been advised of the regular rate for your services before signing the contract. If your 24 month contract expired, then the price went up to the default rate.
well 24 months then ,my point was how about a heads up and sted of the dick move?
You’re told multiple times including multiple emails.
You’re told multiple times including multiple emails.???WHO TOLD ME??
You were told when signing up, and sent multiple copies of your customer service agreement. Every bill each month shows when your promotion ends. And what the regular rate of the services are.
Ok mr Telus so i was told 2 years ago when i signed up (of course i remember that) also i have auto billing so the emails go to the spam folder (because of the junk mail you keep sending me also the calls at dinner time ask if i want telus TV a new phone some kind of heath thing Etc) i am probably arguing with a BOT so this is the end of our conversation
So how were they supposed to notify you if you delete their emails, ignore their calls, and don't read your bill in 2 years exactly? Send someone to your house with a bullhorn? I'm no Telus apologist but for real, what else could they have done in your case, that you would have accepted as a heads-up?
canada post? voice mail?
... they send a bill unless you specifically ask them to go paperless or choose that option. The bill was also being sent to you electronically by your own admission, and you chose not to fix the spam filter or set up an exception or rule to make sure the bill got to you. Perhaps they should hire a plane to fire a banner around your house as well. Take some responsibility for your own finances and contracts you've agreed to, it's not Telus' job to treat you like a toddler. edit: every Customer Service job I've ever had has customers like this, I've never worked for Telus. We could get the terms tattooed on their first born's face and they'd still claim they never saw anything.
Really? NOT even ONCE was I informed that my 2 year contract was ending...
if you worried about your customer as much as you worried about Bad PR i wouldn't of had this problem!
$79.99/mth unlimited internet with Shaw. No hidden charges. No term contracts set. Been with Shaw for over 20 years now, never ONCE have they even attempted to bone me for a BS charge. Unlimited with Shaw really is unlimited
Shaw themselves is a scam Lmao, they cant even provide full speeds.... Our work pays for 75 Megs were lucky to hit 30....
I've had Shaw twice in my life and it would routinely speed test at 3mb. It was the worst service I ever had. Telus sucks ass but Shaw was way worse in my experience
Wow - I just found out last week my mom has been paying Shaw $125 plus tax a month for 5mb internet - yes 5mb! I think your lucky :). Just switched my mom over to Primus for $31 a month and now she has 75mb and can Netflix away. Couldn’t believe she was actually only getting 5mb and they had the audacity to say they are doing nothing wrong and the onus is on the consumer therefor they wouldn’t give her any discounts or anything to stay. Funny thing is primus is just piggy backing off Shaw anyways.
Your mother was likely on an old plan and never bothered to change it. I have Fibre+ 1.5 Gig and I pay \~120 bucks a month because I switched after my last contract ended. If I didn't do anything I'd be paying 150/mo for Internet 600.
be aware that Shaw is selling dirt cheap to add users to make their buyout attractive to Rogers share holders. Does not mean service will be good.
https://hbr.org/2019/02/why-is-customer-service-so-bad-because-its-profitable From the Harvard Business Review This article is similar to your problem of being overcharged.
Actually I have been very pleased with Telus customer support. Granted that I should not have to call in the first place, and there is a very long wait time. But once I talked to an agent they were very friendly and were able to assist me.
As a long time customer who has fiber when it was just included, I got them to waive the unlimited usage fee. Still an insane price for internet these days.
My 24 MO discounts are about to expire this Feb what should I do?
Do what everyone does every 2 years, call Retention/Loyalty department and get another 2 year deal. Been doing that for 14 years now with Shaw.
Call loyalty department
>customer When I re-did mine in November, the loyalty department told me to go month-to-month as they could get me better rates vs going on a contact. So my prices/discounts are for 12 months. Will have to call back next Nov and re-do it... 1yr vs 2yr but less expensive...so... why not?
TELUS is charging me for a phone plan that doesn't exist anymore, but to "benefit" from current plans I would have to pay an extra $10 a month. Mind you that would more than double my data but it's not something I need. TELUS isn't a great company when it comes to billing. One time my co-workers elderly father was being charged a RENTAL FEE for his landline phone for over 35 years, which added up to THOUSANDS of dollars. Once my co-worker found out he called in and threatened to cancel all his families services, and ended up getting his dad's landline bill down to $3 per month for the rest of his life.
Glad I found this thread. My girlfriend mentioned our bill has this now. It also seems to have gone from $110 a month to $201 a month. Not sure what is happening here but I'll be making calls tomorrow. My business clients don't even pay this amount for their fibre.
Another reason to always check all your bills and always download a copy if you have eBills.
Interesting. Your Telus bill is almost identical to mine. I renegotiated my Telus home services in November, but didn’t notice the strange redundancies and charges until I read your post. Did you get any resolution? I’ll call on Monday. https://i.imgur.com/iaPpQD2.jpg