Important Information for Members

March 9, 2021

CHF BC Telecom Service Update

Cancellations

Many members are confused on how the billing process works. We hope this will help alleviate some of the confusion.

If you signed up for the telecom program before September 1st, 2020, and have not yet been renewed under the new program, you need to wait until your quarterly (or yearly) contract term is up before you can opt into the new discount program.  To opt-out of the service you will need to contact BOTH CHF BC (telecom@chf.bc.ca or 604-343-2368) and Telus (1-866-558-2273). CHF BC will confirm that we have processed the cancellation on our end, and TELUS will schedule an equipment return with you and explain the process. There is a delay between the housing charges billing and the Telus billing by one month. If you only contact Telus directly to cancel out of the program, this may result in billing discrepancies.

If you signed up for the program after September 1st, 2020, you only need to cancel with TELUS directly as they are already billing you directly. Additionally, if you have already transitioned to the new TELUS program, please ensure that there is a 40% discount applied on your TELUS bill. You can email CHFBCsupport@telus.com if this is not the case, or contact us at telecom@chf.bc.ca.

Renewals/transitions to TELUS.

There are two versions of the telecom program running concurrently at the moment. If you are currently a member and signed up before September 1st 2020, you should still be paying the co-op directly for your basic telecom services. You should receive a monthly invoice from Telus stating the discounts and charges. Most of the invoices received should result in a $0.00 owed balance. If the discounts are applied but it is not a $0.00 balance, this may mean that you have additional services that you have opted into that the Telecom service does not cover. For example, if you have any additional channels, extra data usage, or long distance calls, those are billed to you separately by TELUS and are not offered through the CHF BC Telecom program.

However, you will be transitioned over to the new telecom program automatically as of your renewal date with the program-this was the date you originally signed up on the program. For example, if you signed up on March 3, 2016, you will be transitioned onto the new program version on March 3, 2021. You will thus begin to get billed directly by TELUS as of March 2021. However, please note that since the co-op bills you in arrears, you will need to pay the co-op on March 1 for your previous month’s invoice, and TELUS will bill you in March for your March and April services, as they pro-rate their charges.

If you signed up for the telecom program after September 1st 2020, then you should be paying TELUS directly for your services, at the CHF BC 40% discounted rate. You should contact TELUS directly about this discount as CHF BC is not involved with billing on the new version of the program.

If you would like to check if your discount rate is applied, please contact TELUS directly at CHFBCsupport@telus.com. If you can’t get a hold of TELUS, you can contact CHF BC at telecom@chf.bc.ca. If you have further questions please visit https://cotel.ca/program-details/.

Thank you for contributing to making our program a success!

-The Telecom Program Team

October 1, 2020

NEW CHF BC TELECOM PROGRAM!

Program features 40% discounts on TV and Internet services

New Program Features:

CHF BC has reached a new agreement with TELUS to continue providing deep discounts on HDTV and high-speed Internet services to our members, effective October 1.

The new TELUS program provides CHF BC members with a 40% discount on Essentials TV and High-Speed Internet services.  It also offers access to higher internet speeds up to 1.5GB, which was not available at discounted prices under the original program.  At a time when members are meeting and working “virtually” and spending more time at home and online, we want to ensure that you have access to the best online services in the business.

As of their annual renewal date with the program, members will now pay TELUS directly, and co-ops will no longer collect telecom fees along with monthly housing charges.

Once members are on the program, TELUS will process annual renewals automatically.  This will eliminate service interruptions and unintended price increases.

Pricing:

The pricing is now 40%  off. Some members will thus see price increases, while others may notice reduced costs, especially for higher speeds.  The biggest reductions are on higher internet speeds, while the increases will apply to Internet 50 and slower.  Home Phone Lite will still be available at a discounted rate.

Transition Steps:

While we complete the transition to the new telecom program, your existing agreement will continue without change until your annual renewal date.  At that point, you will be moved over to the new program by TELUS to ensure no interruption in service.  You can cancel your service at any time if you are not satisfied with the new program arrangements.

You can also check out our e-news for more information about this important transition.

 

 

July 15, 2020

COVID-19 PROFESSIONAL INSTALLATIONS:

To our valued members, please note that TELUS technicians are now able to enter units for installations and upgrades, if it is deemed safe to do so.

Before your installation:
TELUS will call and perform a safety assessment to deem if it is safe to enter. The following guidelines must be met in order for a technician to enter your household:

  • Physical distancing of at least 2 meters must be supported while technician is working in your home.
  • No one else can be in the same room as the technician while they are working in your home.
  • The technician will ask you some health screening questions endorsed by the TELUS Medical Advisory Committee in consideration of public health guidance and their obligation to maintain a safe environment for their team and customers.
  • If you do not meet the guidelines set by TELUS’ Health and Safety, they will need to reschedule the installation for a later time.

During your installation:
Technicians perform daily health screenings to ensure they are safe to enter your home:

  • The technician will be wearing Personal Protective Equipment (PPE) which include a mask, gloves and boot covers.
  • The technician will complete as much work as possible outside your home, and then call you to confirm they need to enter the household.
  • If deemed safe, they will enter your house to complete the service.*

For more information about TELUS’s installation options, please visit: https://www.telus.com/en/internet/installation-options

 

*Please note that entering your home will be at the discretion of the technician.