Unexpected Channel Changes; Added Costs

[Kaye]

Just recently (7 weeks ago) signed two year contract because I like the basic core channels. Now they have removed many, readjusted theme packs, without so much as a boo to their customers. Channels just quite working. 

apparently after being on the phone for 90 minutes I can have my favourite channel back for $10/month. It's in a new theme pack, no longer core tv and comes with the Food network which I don't re3ally want. If I could afford the cancellation fees for the 10 months I have left, I would. Very poor customer service for long time loyalty customer.

[TELUS_Support]

Hi @Kaye - we would like to look at this situation. We'll send you a private message to gather some account information and discuss further

[Kaye]

Okay, I will look forward to the email

[Tricia25]

I have the same issue! I renewed my contract last fall and at that time the theme packs I had covered all these channels. They then changed and renamed the theme packs, and I have now lost channels and they want me to pay more to get them back. Since they made these changes and not I, I too, feel we should be able to cancel as this is not what I agreed to. 

[Kaye]

I agree. I got messages from the Telus team yesterday saying they were looking to resolve this. In their private emails I followed their instructions and ended at a dead end when they sent a link to verify it was me.

I told them this was a dead end link, that I even went and logged in again and I heard nothing again.

I have 22 months left in my contract and even tho they gave me a 'loyalty deal' this is too long without my favorite channel.

[Tricia25]

They told me that I could remove one of my theme packs to get the theme pack that includes these channels… so to get these channels that I always have, I need to lose others that I always have. Does not make sense when they are the ones changing the packs! 

[Kaye]

No sense at all. I see they also changed my title that originally said "Telus sucks right now". I also see now there are a lot of complaints about this issue. Not sure they will do anything but in these cases "Silence is not Golden"

[Tricia25]

Yes it makes no sense that they can change the channels within a theme pack, and then forcing us to pay for more theme packs to get what we originally had… definitely looking to cancel… l

[AlbertoJadenz]

I totally agree, it feels unfair if the channels that were previously there are suddenly moved to another package. So I also have to think twice about continuing to subscribe or not.

[Kaye · Accepted solution]

Hi. I have to say after quite a few private emails with Telus employees, we came to a very Happy conclusion and I am thrilled I finally found someone who did more than find a solution for me. This is the Telus I have been with for more than 20 years now and I am a happy customer once more.

[TELUS_Support]

If you require assistance, please send us a private message and we will do our best to help. 

[Tricia25]

I have tried that… and not getting any solutions 

[Kaye]

Not sure how to send private message and the other private messages of the 20th led to nowhere

[BB3]

I have the exact same problem I lost 4 channel is at TELUS has now moved to a package called design and dying so in order to get the channels back that I’ve been paying for for years. I have to pay an extra $10 a month however I didn’t see a deduction of $10 a month in my bill because I’m no longer getting those channels.

[kring]

Something similar happened to me! I asked about PikTV and somehow got signed up even though I declined the service. I never received a bill but there must have been one because now it has been sent to a collections agency! Telus can't seem to help because they "can no longer access the file as it's with collections."

[Tricia25]

I agree… they reached out to me in private message too and were extremely helpful and provided a resolution. Very happy now 

[BB3]

They definitely didn’t reach out to me when I phoned the representative that I got just said oh well that’s because you now have to pay $10 a month as this is now in a new package, called design and dine. She said she was more than Happy to put the channels back on my optic TV but I told her I didn’t think it was fair that I was having to pay $10 a month to get something that was included in my original packaging. She just said sorry and that was the end of the conversation no resolution other than I pay $10 more a month. She also said my contract comes up in August so I could deal with it then and I certainly will as we now have rogers in my neighbourhood.

[TELUS_Support]

Hi there, thank you for bringing this to our attention, we’re really sorry to hear about your recent experience. We absolutely understand your frustration, especially when a change in packaging affects channels you were previously receiving.

We’d like the opportunity to take a closer look at your account and see what we can do to help. Please send us a private message with your account details.

[BB3]

Hi

This is account number February Account number: (removed account number) & I had HGTV, Magnolia Network & Food Network included in my packages then they just become unavailable. So, for some reason, I have lost channels and being told that I will have to buy another package, called design and dying to get them back when they were included before. I am also paying more money each month now and getting less channels and for some reason, the social has also moved and I don’t know where it’s gone. Needless to say, I’m not too happy about having to pay extra to get something I’ve already had for years. Bev Vink

Sent from my iPhone

[TELUS_Support]

Hi there, we will send you a private message.

[BB3]

I have not as yet received a response unless you sent it to my email

[BB3]

I am unable to review any response, how do I find your response?

Sent from my iPhone