Why is my bill so high?
How many days are there between the billing close date and the due date?
5 days.
What plans have unlimited data but can't share?
Peace of Mind
What's Data Lite Flex 15+ add-on?
Data Lite Flex 15+ feature automatically adjusts based on actual data used.
Not compatible with SharePlus Plan or Your Choice Plan
Can customers download past 18 months bills from the My Telus app?
No, They can only download past 18 months bill from Telus.com
What PIN formats are consider WEAK PINs?
Repetitive
Sequential
Last 4 digits of mobile phone number
DOB
What is the Reconnection fee ?
The Reconnection Fee is charged automatically when an account is restored as a result of a non-payment suspension.
Only one reconnection fee of $35 will be charged per BAN regardless of how many subscribers are on the account.
How does Telus Easy payment work?
The TELUS Easy Payment program allows customers to finance the cost of their new device over their service agreement.
Customer pays a certain amount upfront (Upfront Payment) and repays the balance (Easy Payment Balance) in equal monthly installments (Monthly Easy Payment Charge).
Financing terms range from 12-24 months, depending on the offer selected.
Name the 4 variants TELUS Simple Share plans (National )
Simple Share 5
Simple Share 10
Simple Share 20
Simple Share 50
If speaking with the account holder and you noticed they have a WEAK PIN.
What questions would you ask?
Verify one of the mandatory items below:
The last three digits of the SIN
The last four digits of the registered credit card (CC); found in credit profile in Smart Desktop, if applicable.
The Driver's License (DL) on the account.
Verify 2 or more of the secondary verifications options listed here:
Address with postal code
Home or business contact number
Account number
Knowledge of other services on the BAN
Email address
Explain the difference between correction and discretionary credits
Corrections = Telus error.
Discretionary = Not Telus error.
Name 3 of the TELUS Easy Payment offers?
Low Monthly
Low Upfront
Zero Upfront
Basic Easy Payment
Credit limit program
You're taking to Jimbo, he has a YourChoice NW Prem 80 + 5 GB, he needs at least 10 GB, what would you offer?
BTW he doesn't want to pay his DB.
- Change data add-on to 10 GB.
- Offer advance care empowerment tools.
What's Portal One Stop Tool?
The Portal One Stop Tool allows agents to view, edit and troubleshoot a customer’s telus.com/mytelus profile.
When should we anti-fraud security questions?
The customer's first bill can be quite confusing and is often higher than future bills. What should customers expect on their first bill?
We bill you one month in advance for recurring charges such as your rate plan and add-ons. On your first bill, this amount is added to a partial cost from your date of activation to your billing date. Your first bill may also include a one-time activation fee.
What kind of discounts am I eligible for as someone on a multi-subscriber account?(Simple share and Peace of mind plans)
Customers on a multi-subscriber account who are on a TELUS Simple Share or Peace of Mind plans are eligible for greater monthly discounts depending on the number of subscribers on the account.
2 subscriber account: $5 / month discount per TELUS Simple Share or Peace of Mind subscriber = $10 for the account
3 subscriber account: $10 / month discount per TELUS Simple Share or Peace of Mind subscriber = $30 for the account
4+ subscriber account: $15 / month discount per TELUS Simple Share or Peace of Mind subscriber = $60(or more) for the account
Name 4 SmartHub plans ( either national or rural communities )
Mobile Internet Flex
Mobile Internet 40
Mobile Internet 65
Wireless home internet 100 / 500 / 1 TB
AAL Mobile Internet Share 20
Mobile Internet Flex + Voice.
Name 6 benefits of using MY Telus (Self Serve) for customers
Can callers make a one-time payment on another person's account without being listed on the account and without providing the PIN or three pieces of ID?
Callers can make a one-time credit card payment on another person's account without being listed on the account and without providing the PIN or three pieces of ID, as long as they meet the criteria below:
Name 5 benefits of going paperless and switch to e.Bill.
- Helps the environment by saving trees.
- Account holders receive a notification when their bill is ready, helping them never miss a payment.
- Secure 24/7 online access .
- Pay your bill online quickly and easily.
- 18 months of PDF bill history.
- Better document management, saves time, organizing and searching for paper documents.
Why do I have to pay-off my device balance to get either the Peace of Mind or TELUS Simple Share plan?
Our Peace of Mind and TELUS Simple Share plans were introduced specifically to support customers who enter our new TELUS Easy Payment device financing program, or partake in our BYOD pricing.
These plans are different from our previous suite of plans in the sense that legacy plans included an embedded ‘device repayment’ cost attributed to the subsidy you would have originally received on your device at the start of your contract.
In our TELUS Easy Payment model, the cost you pay for your service to TELUS, and the cost you pay for your device are now completely separated, meaning you can see exactly what you are paying to TELUS for your service each month, vs your monthly device repayment cost.
Since your current service agreement was not built around this new pricing model, you would be required to repay any remaining Device Balance leftover from your previous contract, before you would be eligible to move to our new set of plans.
What transactions are excluded from data proration
What's caller ID spoofing?
Service that allows a caller to masquerade as someone else by selecting the number that appears on the recipient's Call Display display.
The use of Call Display spoofing is on the increase and is commonly used by identity thieves and other scam artists. This service poses a particular risk if employees use Call Display as a method of authenticating the identity of a customer.