Telus Plan Issues
 

Over this past weekend, I upgraded my phone and plan to the HTC Desire HD and a 55 Data Flex plan from Telus. I had researched other companies like Bell, Rogers, Fido, etc and just decided to stay with Telus because I've never had an issue or anything over the last 3 years.

Anyway, when I was upgrading, I was told Call Display would be included in the plan because I had told them that other companies had included it. Anyway, after receiving a few calls, call display is not on my phone/plan.

What should I do? I was thinking of either going to one of the stores in town, or calling Retentions to see if I can get this sorted out. I'd rather not have to pay an extra 7$ for call display considering I've been a "Loyal Customer."

Going in a store does nothing.

Call a CSR and if it is noted on your account, it should be super easy to sort out.

What do you mean noted on my account? Like, there should be a note saying that Call Display is added?

Edit: As far as phoning a CSR, should I just use the Telus Retentions number, or is there another number to call for that?

Actually, if you go to a good store, they'll get you escalated faster.

If you're going to a mall kiosk though, that doesn't classify as a good store in my experience.

Call the store and ask them for the direct number for loyalty and retentions, these are the people you want to talk to. If the store won't help you, call CS and ask to be escalated directly to Loyalty. If you have the number for retentions you can use that directly.

I just called, and they said they were sorry for the mis-information, but caller id isn't included in my plan... This is retarded, now I need to try and figure out a way to get it out of them

I think there is a grace period before you're actually locked in.

Try retentions and if it doesn't work. Say bye to telus.

Yeah I guess... I'm gonna try and try to get it, I'd rather not have to spend the money to cancel. Hopefully they can work something out

$7/mo call display <<<< contract buy-out.

Just sayin'.

(er... isn't CID a $5 extra? I think $7 is CID + extended voicemail)

Call Retentions now 1-800-463-3919. I think 1-800-279-3100 also gets you there.

Your recent calls are logged into the system and will show up on your account all they have to do is pull up the log. If they said CID was included it would've been noted in the log, and if you agreed you would only accept the plan if it was included then have them correct it. Be firm without being hostile as you'll get nowhere.

Also with Telus bringing up the fact that you're a long-time customer has little weight. Generally it's all about ARPU (average revenue per user) these days.

CID is $8 but can be down to $5 as a discount to you or free if you're really awesome.

definitely call retentions