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| A Guide To Cancelling Optik TV While Keeping Internet DO NOT PANIC!
I cannot stress enough how important it is to not panic. You will have to deal with the second worst customer service in the Galaxy. If you panic, you may just not make it through.
At one point in time you will start to doubt your mental health. After being told repeatedly by 3 different Telus CSRs that they can't verify if you are eligible for 25 mbps service, the last 8 months of flawless Optik High Speed 25 service you experienced will soon start to seem like a distant dream. Do not panic! Do not try to prove to them that you've been paying for it, they won't believe you. The Telus billing system cannot be used as a proof by their billing department - all they trust is another mysterious God-like entity, to which they refer to as "Our System" - only it may verify if you are eligible, but unfortunately always happens to be down when you call.
The CSRs are only humans and lack the intelligence and sophistication of, let's say, Apple's SIRI. Be prepared to be asked more than 10 times if you wish to upgrade to Telus High Speed Turbo 25 (do not be alarmed if 4 of these happen to be asked by the same person during the same chat session). Be prepared to be told immediately after that that they can't verify at the moment if you are eligible. Do NOT, I repeat DO NOT attempt to tell them you've already agreed, it will only make matters worse. The worst possible thing is to tell them you never wanted to be downgraded, you will be asked to stay put for 10 minutes, and after that will be asked again if you wish to upgrade and that they can't verify if you are eligible at the moment. Every time you try to object to those repeated questions, you will be punished by another question if you wish to upgrade and told that they can't verify your eligibility right now.
If you manged to keep your cool, 4 to 5 days after you cancelled Optik TV your 25 megabit internet may be restored. But not before you get a phone call from Telus, asking you if you wish to upgrade to High Speed 25. Just say yes, let the bitter experience of the last few days fade away like a bad dream. As a result, when you go home, you will see that your Actiontec is finally in VDSL-2 8B mode with 26/3 mbps down/upstream profile.
Of course, the fact that you were against your will downgraded to High Speed Turbo during those 4-5 days, does not in any way mean that you would be getting those 15 mbits download speed. You will be relegated to 1.4 mbps down and 400 kbps up. Do not panic! Do not fight another battle to fix that - Telus technical support will not be able to help you. They will reset things on their side, they will tell you to reboot the modem, they will tell you they will send a technician to your house (he won't come, though). None of this will solve your problem.
Just keep your cool and go into the status page of your ActionTec modem, and click on the Release/Renew IP button. You will be back into the 25 megabit bliss you started thinking you never had.
You will be thankful you never panicked. | |
| said by Arthur Dent:You will have to deal with the second worst customer service in the Galaxy.
OK, what's the worst. I personally haven't experienced anything worse. | |
 jed
join:2001-07-06
Alberta, Can | Bell Sat TV. THATS the worst.
I had their service for a few years, awhile ago. On one occasion, I was getting weird sat signal - like a digital interference. This was in the evening, about 2000h. It wasn't my dish, cabling, etc. So I asked if it could be my STB (CSR said no), so I was groped for another answer, and it was stated in the news that there were severe sunspot activity. So I asked the CSR if that was possible. Her response was, "Well no, isn't it night there?", like the sun gets shut off at night....
Needless to say I cancelled soon after.
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PF-2.8Ghz/533, 1gb PC3200, 2-120MB 8MB cache HDD, Intel D845PEBT2, LG-4040A, HP 8200 flashed to 9200, ATI Radeon 9500 flashed to 9700, US Robotics V.everything External, 450W PS, 2.5Mps Telus DSL (finally! G-Bye ExpressVu) | |
| reply to couttsj
said by couttsj:said by Arthur Dent:You will have to deal with the second worst customer service in the Galaxy.
OK, what's the worst. I personally haven't experienced anything worse. The worst customer service in the Galaxy belongs to the Sirius Cybernetics Corporation. Their complaints department takes up all of the major landmasses of the first 3 planets of the Sirius Tau System. | |
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