Archive for Telus

My Move From Rogers To TELUS Mobility [UPDATED]

Posted in Commentary with tags on October 11, 2018 by itnerd

As many frequent readers are aware, I switched cell phone carriers in the last few months. For years I had been a loyal Rogers customer. While Rogers wasn’t perfect, I did have a comfort level with them that incentivised me to not make a move elsewhere.

That however changed recently when Rogers went through, and is still going through that fiasco related to the Apple Watch. It shocked me that a company the size of Rogers would not be able to support the Apple Watch, or more accurately the eSIM technology that the Apple Watch uses seeing as they were the first carrier to support the iPhone in Canada. Even now that they have support for the Apple Watch, business users need not apply. At least until sometime next year. Not to mention the fact that there were problems with run of the mill consumers activating their Apple Watch on the Rogers network. Some of which are still ongoing. Watching that episode unfold in front of me shook my faith in Rogers as I had always seen them as a leader when it came to this sort of stuff. That doesn’t seem to be the case anymore and made me look for other options.

Now, I wasn’t going to go for one of the second tier carriers like Freedom Mobile as they don’t yet have the network coverage that fit my needs. And Bell wasn’t an option because of of some really horrific customer service experiences that I’ve had with them in the past like this one, combined with feedback from Bell customers that their customer service wasn’t any better in the present day. So that left TELUS. From everything that I have seen and heard about them, they have a great network and even better customer service. So I decided to make the jump. And to my surprise, it was insanely easy.

I went to my local TELUS store which was at Sherway Gardens in Toronto and one of the reps was able to do the following in less than 45 minutes:

  • Assess my needs from a data plan perspective.
  • Do all the “paperwork” to not only make me a Telus customer, but port my number from Rogers to TELUS. I say “paperwork” because it was all done electronically. Not one scrap of paper was used.
  • Have me sign off on all of the above on a tablet and have all the documentation  emailed to me.
  • Helped me to set up a My TELUS account to allow me to manage my account either online or via the My TELUS App.

The key thing that I want to point out is the fact that I never felt pressured and the process felt comfortable from start to finish. All my options were clearly explained and any questions that I had were fully and completely answered. Frankly, it was one of the better customer service experiences that I have had lately. By the end of it, I had a TELUS SIM in my iPhone 7 Plus that was capable of dialing out to other people, but not receiving calls because the porting of my number to TELUS wasn’t complete. That was taken care of just under an hour later when I got a text message to say that it was complete. I then ran a quick test to confirm that by calling my iPhone from my landline. Job done.

Now have I had issues with TELUS? None so far from a technical standpoint. The only thing that was worth mentioning is that my wife wanted to switch to TELUS from Rogers as she has her own Rogers account and found that the pricing was going to mean that she would pay more than what she was paying with Rogers because of the retition plan that she was on. That’s something that I have raised previously and I hope that TELUS can find a way to address that because from everything that I have seen over the last few months, they are rockstars and they could really make life miserable for Rogers and Bell if they focused having pricing that encouraged people like my wife to switch to them. What I may do is to put her under my Easy Share plan for Business to get her under the TELUS umbrella. But if someone from TELUS is reading this, you’d gain a customer for life if you could match her $65 for 5GB plan that she has with Rogers. Related to that, I am paying about the same as I did with Rogers. Though I will point out that the person who worked with me at the TELUS Sherway Gardens store did work to find me some savings here and there which I appreciate.

On the flipside the one thing that I do notice is how fast the TELUS network is. It is significantly faster than what I experienced with Rogers. In fact, I would describe the difference using words like “stunning”, “night and day,” “surprising” and “eye opening.” I can see why PC Magazine and OpenSignal rank TELUS as the fastest LTE network in Canada. And once you experience the speed that TELUS  has to offer, you’re not going to want to give it up.

The bottom line is this. I am really happy with my experience with TELUS. I am glad that I made the switch as it has been positive thus far. If you are Canadian and you want to be on a “big 3” carrier, TELUS at this moment is the best of the big three. While their pricing could be better, their customer service and the quality their network is top shelf. That makes it easy for me to say that TELUS is worth a good hard look if you’re in the market for cell phone service.

UPDATE: My Wife is now on TELUS as well. Click here to find out the details behind that.

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TELUS Extends Low-Cost High Speed Internet To More Low-Income Canadian Families

Posted in Commentary with tags on June 6, 2018 by itnerd

TELUS is expanding the reach of its Internet for Good program by participating in the Federal Government’s new Connecting Families initiative, announced earlier today by the Honourable Navdeep Bains, Minister of Innovation, Science and Economic Development. Major Canadian ISPs have committed to participate in the Connecting Families initiative, which is entirely funded by the service providers and comes at no cost to the Federal Government or taxpayers.

TELUS has a long-standing commitment to bridging the digital divide and helping at-risk Canadians achieve social and digital equality. In 2016, TELUS launched Internet for Good in British Columbia and Alberta in collaboration with provincial governments and not-for-profit partners — ensuring that Canadians in need are #allconnected to the invaluable resources an internet connection provides. This innovative program offered nearly 30,000 low-income single-parent families access to TELUS Internet 25 and 300 GB of data for only $9.95 per month. The federal Connecting Families initiative enables TELUS to extend Internet for Good to even more families across B.C., Alberta and Quebec who now qualify if they receive the Canada Child Tax Benefit.

TELUS is also supporting youth transitioning out of Foster Care through TELUS Mobility for GoodTM. The program launched in 2017 in collaboration with the provincial government of British Columbia, and recently expanded to Quebec and in Ontario in partnership with the Children’s Aid Foundation of Canada (CAFC). The TELUS Mobility for Good program provides vulnerable youth with a free smartphone and plan for two years, enabling them to stay connected with friends and potential employers, and helping to prevent social isolation as they transition to independent living. TELUS and CAFC will expand this critical program to even more youth in the near future.

TELUS Internet for Good and Mobility for Good are complemented by TELUS Wise, a free program that offers workshops and educational content to help Canadians stay safe online. TELUS recently launched the TELUS Wise Digital Pledge, which encourages all Canadians to take an active role in making the Internet safer for everyone as part of a nationwide #EndBullying campaign.

 

Youth Transitioning Out Of foster Care Will Receive Free Smartphone Plans From Telus

Posted in Commentary with tags on May 31, 2018 by itnerd

Young people leaving foster care in Ontario will be able to stay connected with their vital support networks thanks to a new collaboration between Telus  and Children’s Aid Foundation of Canada (CAFC). Telus is expanding its Mobility for Good program to Ontario, offering youth transitioning from care a free smartphone and fully subsidized plan from Telus for two years. The program will assist up to 7,200 youth in the province who qualify to stay connected with friends, potential employers and peers, helping to prevent social isolation during a vulnerable stage of their lives as they transition to independent living.

The expansion of Telus Mobility for Good in Ontario builds upon Telus’ commitment to bridge the digital divide for Canadians, and strive for social and digital equality in our all-connected world. The program first launched last year in British Columbia, and earlier this month, expanded to Quebec. The program provides youth transitioning from care with a smartphone and Telus mobile plan at $0 per month, including unlimited nationwide talk and text and up to 3GB of monthly data usage. While Telus is providing the service to youth for free, the bills will appear in the youth’s name to help them build positive credit and gain the skills required to manage their finances in the future. Telus and CAFC plan to expand the program to more provinces across Canada later this year.

Each year approximately 2,300 youth, as young as 18, age out of Canada’s child welfare system, and are no longer eligible for the type of support they have been receiving while in care. They are often underprepared to transition to independent life and do not have the support of permanent families to help them get on their feet. Without the proper resources available, many young people leaving care find the transition to independence difficult to navigate.

In addition to Mobility for Good, in 2016 Telus introduced Internet for Good in British Columbia and Alberta, which offers $9.95 per month Internet to low-income single-parent families who receive financial or disability assistance from the provinces.

For more information on the Telus Mobility for Good Program in Ontario or to apply, please visit:http://www.cafdn.org/for-youth/telus-mobility-good/

 

CCTS Mid Year Report Is Out…. Surprise! Bell Is The Most Complained About Telco In Canada

Posted in Commentary with tags , , , on April 10, 2018 by itnerd

In a sure sign that Canadian telcos are frustrating and infuriating their customers, The Commission for Complaints for Telecom-television Services (CCTS) published their mid year report and noted that complaints are way up. And by that I mean a 73% increase over this time last year. And what are people complaining about? Here’s the number one issue:

The most frequently-raised issue in complaints remains the non-disclosure or inaccurate information about the terms under which a service is being provided. This is by far the most problematic issue for wireless customers. For TV and phone customers, the largest area of concern is incorrect charges, and for internet customers the number one concern is quality of service.

Hmmm…. Bell have been accused of that recently. I wonder how they finished in this report. Let’s rank the telcos in order:

  1. Bell with 2275 complaints
  2. Rogers with 707 complaints
  3. Telus with 511 complaints

Additional details can be found here.

That’s not a shock that Bell is number one seeing as the sort of stupid stuff that they’ve been caught doing recently have surely annoyed Canadian consumers from coast to coast. It illustrates just how bad their customer service is. It’s also a major reason why I haven’t switched from Rogers to Bell for my telco services. Sure Bell has a way better Internet offering than Rogers. And unlike Rogers they support the Apple Watch Series 3 with LTE. But their customer service is so bad and they have a reputation of “baiting and switching” when it comes to their pricing, that I would rather just live with what I get, and don’t get from Rogers than to switch to Bell. By the way, Rogers shouldn’t be celebrating Bell’s misfortune as they got caught doing some of the same things that Bell has been accused of.

One other data point. Clearly the increase in complaints is affecting the CCTS too as they have a job posting for people to help them to field all the complaints that are coming in. That shows the level of discontent that Canadians have when it comes to telcos.

If I were an exec at any of the three major telcos that was responsible for customer service, I would looking at this report and say to myself that I need to up my game. Then go about improving things so that my customers don’t complain. But when it comes to Bell specifically, they need to take a bit of a different angle as this just further highlights how bad they are as a telco when it comes to how they treat customers. And I don’t know how they fix that so that they can regain the trust of Canadians. Bell has a good product offering, but without quality customer service, that doesn’t mean anything.

Telus Announces Drive+ Device Promo

Posted in Commentary with tags on April 3, 2018 by itnerd

Telus has seen a lot of interest in Drive+ which is their connected car option powered by Mojio at Telus.

Customers have been taking advantage of the easy to access maintenance info and driving habits, while maintaining their peace of mind with features like virtual geofences and vehicle tracking.

Between April 3 to April 30 we are offering Drive+ with a $0 upfront cost on a 2 year term. Additionally, this $10/month option still includes all of the Drive+ benefits and a bonus 1GB of shareable data to customers’ SharePlus and Your Choice plans.

If you want more info on the device which comes from ZTE and is sold by all three major Canadian carriers, click here.

Samsung Galaxy S9 & S9+ Are Coming To Telus

Posted in Commentary with tags , on February 26, 2018 by itnerd

The Samsung Galaxy S9 and S9+ are coming to Telus and their customers looking to pick up Samsung’s latest flagship smartphones can pre-order online at Telus starting today.

To sweeten the deal and get the most out of their new smartphones, Telus customers who pre-order the new Samsung S9 or S9+ between Feb 26 and Mar 15 will receive a $150 bill credit applied to their accounts.

As usual, some restrictions apply. But you use the links above to get all the details.

Koodo & TELUS To Enable Voice Commands Through Google Assistant

Posted in Commentary with tags , on February 25, 2018 by itnerd

Koodo and Telus customers will soon be able to utilize voice commands on Google Home and other Google Assistant enabled mobile devices, such as the Google Pixel 2, to check billing details, manage data usage, send SMS and make phone calls.

Launching next month, Koodo will be the first carrier in Canada to offer this service option to its customers in both English and French. Telus customers eager to use this new service option can expect availability later this year.

Both companies are continually improving their customers’ experiences and enabling service options through tools like Google Assistant is just one example of how they’re  making it easier to access the products and services Canadians use to connect.