Could I get a credit for Telus internet downtime?

May 30th, 2019 7:11 pm

#1

ziggurat333 [OP]: Newbie; Dec 12, 2018; 30 posts; 17 upvotes; Calgary

May 30th, 2019 7:11 pm

Could I get a credit for Telus internet downtime?

Hey folks. I've recently signed on with Telus internet at home. Yesterday there was some kind of technical problem that caused my internet to stop working. I spent about 40 minutes on the phone with tech support before they concluded that they couldn't help me. They offered to send a tech this morning. I moved around some work commitments so I could be home to let the tech in. The tech was here for about an hour. They finally fixed the problem, which turned out to be something on their end (nothing to do with my equipment).

I am happy they fixed the problem so quickly, but it was a big inconvenience. I am considering contacting them and trying to get a credit on my bill. Has anyone ever done this? Would I be wasting my time? Or is there a chance they'll give me something (and if so, how much)?

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May 30th, 2019 7:15 pm

#2

blackbirdman: Deal Addict; Feb 13, 2015; 1866 posts; 1698 upvotes; Toronto, Ontario

May 30th, 2019 7:15 pm

No way they would reimburse you. You can try but they'd probably give you like 5$ credit if you are lucky.

Thanks RFD

+1

May 30th, 2019 7:43 pm

#3

StatsGuy: Deal Addict; Dec 20, 2018; 4686 posts; 3753 upvotes

May 30th, 2019 7:43 pm

ziggurat333 wrote: ↑ Hey folks. I've recently signed on with Telus internet at home. Yesterday there was some kind of technical problem that caused my internet to stop working. I spent about 40 minutes on the phone with tech support before they concluded that they couldn't help me. They offered to send a tech this morning. I moved around some work commitments so I could be home to let the tech in. The tech was here for about an hour. They finally fixed the problem, which turned out to be something on their end (nothing to do with my equipment).

I am happy they fixed the problem so quickly, but it was a big inconvenience. I am considering contacting them and trying to get a credit on my bill. Has anyone ever done this? Would I be wasting my time? Or is there a chance they'll give me something (and if so, how much)?

No, as internet for home use is on a best effort basis

If you have business internet, you may get some reimbursement

May 30th, 2019 8:14 pm

#4

RiCHC3: Deal Addict; Mar 31, 2007; 4788 posts; 2500 upvotes

May 30th, 2019 8:14 pm

They probably lost more money servicing you not only in terms of handling your call (40 mins), but also sending a tech out.

I can understand the frustration, but I feel like you should pick your battles and this is probably one you should just let go.

+1

May 30th, 2019 8:41 pm

#5

Alivenate: Deal Addict; May 1, 2018; 1485 posts; 939 upvotes; Vancouver

May 30th, 2019 8:41 pm

Only time Shaw credited me was when I had no TV for over 2 weeks. It's not worth arguing for ~24 hours of no internet.

+1

May 30th, 2019 9:17 pm

#6

User381785: Deal Addict; Apr 28, 2017; 1552 posts; 1963 upvotes

May 30th, 2019 9:17 pm

At most they'll offer you a credit for one day of service

+1

May 30th, 2019 9:37 pm

#7

death_hawk: Deal Expert; Aug 22, 2006; 27311 posts; 13000 upvotes

May 30th, 2019 9:37 pm

Also if you want an SLA, you have to get business internet.

+2

May 30th, 2019 9:44 pm

#8

Amourek: Deal Guru; Feb 6, 2003; 10594 posts; 995 upvotes; Vancouver

May 30th, 2019 9:44 pm

They absolutely will give you a credit if you ask for it. Ask them thru chat.

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May 30th, 2019 9:52 pm

#9

jross95: Newbie; Oct 31, 2018; 29 posts; 9 upvotes

May 30th, 2019 9:52 pm

The worst that can happen is that they'll say no. Might as well give it a shot.

May 30th, 2019 10:16 pm

#10

batcave: Deal Addict; Nov 14, 2003; 4380 posts; 2675 upvotes; Gotham

May 30th, 2019 10:16 pm

Absolutely they should give you a credit. You are paying for a service and they are not delivering that service. Why should you pay for something you are not receiving?

+1

May 30th, 2019 11:04 pm

#11

IEpicDestroyer: Deal Addict; Dec 25, 2017; 2087 posts; 1511 upvotes

May 30th, 2019 11:04 pm

They will give you credit. They told me before that if your internet isn't working, you shouldn't be paying for it. I mean... people in my house like to mess with the TV and occasionally will order stuff accidentally. The last one I caught, I caught it in two hours (they sent me the order to my email) and called them. They cancelled the channel for me. The channel was $5/mo. They gave me $5 credit anyway, even when I probably only own 17 cents ($5/30) and it was my own error anyway.

Telus has been awesome to me so far but I guess it does depend on the agent. I yet to find a bad one for the past long while...

May 31st, 2019 1:38 am

#12

Marzipan: Deal Addict; Nov 28, 2007; 3115 posts; 1010 upvotes; Whitehorse, YT

May 31st, 2019 1:38 am

What have you agreed to in the terms of service?

May 31st, 2019 10:29 am

#13

TrevorK: Deal Expert; Aug 2, 2001; 16644 posts; 6897 upvotes

May 31st, 2019 10:29 am

Your terms of service likely does not contain language that forces them to give you a credit.

However most customer service reps would likely issue a small credit because the cost of keeping you on the phone and escalating you far outweighs the $5 bill credit they might give you. It's sad but like other things in life sometimes the best choice is the cheapest option and that's to give you what you want to shut you up and prevent you from wasting their time.

May 31st, 2019 12:42 pm

#14

MP3_SKY: Deal Guru; Jul 12, 2003; 11455 posts; 3718 upvotes; Toronto

May 31st, 2019 12:42 pm

Rogers did it for me. But that's like a dollar or 2.
Imagine if your lost your internet service for a day, they will only reimburse you 1/30 of your monthly bill.

Retired Forum Moderator February 2009 - June 2015

May 31st, 2019 5:44 pm

#15

Offspring22: Sr. Member; May 20, 2010; 795 posts; 106 upvotes

May 31st, 2019 5:44 pm

They might. They no-showed for an appointment on me over the weekend, and gave me a $50 credit. Though I wouldn't expect more than 1/30th of your bill, really.

Jun 2nd, 2019 12:03 pm

#16

apnayloags: Deal Fanatic; Nov 13, 2010; 7005 posts; 1357 upvotes; Scarborough

Jun 2nd, 2019 12:03 pm

If enough people start calling in and demand compensation then these companies would actually fix their shit together. Too bad most people just dont bother....

+1

Jun 2nd, 2019 3:28 pm

#17

Marzipan: Deal Addict; Nov 28, 2007; 3115 posts; 1010 upvotes; Whitehorse, YT

Jun 2nd, 2019 3:28 pm

apnayloags wrote: ↑ If enough people start calling in and demand compensation then these companies would actually fix their shit together. Too bad most people just dont bother....

These companies could fully compensate us for our down time and losses but .... make your guess what their monthly charge of service would be.

Currently, politicians are dealing with the airlines. Whatever rules are imposed will be passed on to the consumer. The cost must come from users rather than the owners.

Jun 2nd, 2019 10:28 pm

#18

adamtheman: Deal Fanatic; Dec 3, 2004; 5454 posts; 4321 upvotes; Edmonton

Jun 2nd, 2019 10:28 pm

In this day and age, I would argue that internet is pretty important to most people. Many folks would consider it essential. Being down for 24 hours is pretty harsh, but being down for 2 weeks like someone said is ridiculous. If calling in and complaining and getting $5 or $10 in compensation will make you feel better than do it. If this is an isolated incident I wouldn't bother.