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Slamming and switching

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Slamming & Switching

Are you concerned you may have been switched to another long-distance company without your knowledge or consent?


Sometimes, a long-distance provider moves customers onto its network without their consent. This is called slamming.


Sometimes, customers authorize a switch inadvertently when they enter a promotional contest or sign a coupon without reading the fine print. We call this switching.

 

How can TELUS help?

While TELUS is not responsible for other long-distance providers' business practices, we will be happy to return you to your previous long-distance provider if you have been slammed or switched.

 

In Alberta or BC, please call us at 310-2255 (residential) or 310-3100 (business). Both of these numbers are toll-free calls. If your call originates in Alberta or BC, there is no need to dial the prefix '1'.

 

In Eastern Canada, please call us toll-free at 1-866-GOTELUS (1-866-468-3587) (businesses only).

 

Please call if you have any questions.

 

If you are reasonably certain that no one in your household or business requested the change, we can process a Primary Interexchange Carrier dispute on your behalf so that the offending long-distance company pays an administrative fee for slamming you.

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Mr. Jones, a long-time TELUS customer, opens his monthly telephone bill. He notices his long-distance charges are missing, and assumes this is because he has made no long-distance calls lately. Weeks later, he receives a package in the mail from another long-distance company welcoming him as a new customer. The next month, to his surprise, he receives a bill from this company for long-distance calls he made the previous month. Furious, he calls TELUS demanding an answer. Mr. Jones finds out he may have been slammed.

Signs that you may have been slammed:

  • You have chosen TELUS as your long-distance provider but the charges for your direct-dialed long-distance calls are missing from your monthly TELUS bill.
  • You have chosen TELUS as your long-distance provider but a TELUS Telesales representative calls to win back your long-distance business.
  • You receive a welcome package or bill in the mail from a long-distance company other than the long-distance provider you have chosen.

Verifying your long-distance provider

If you think you may have been slammed, you can verify who your long-distance provider is by calling 1-700-555-4141 free-of-charge from the telephone line you are checking.

If you have been slammed

Although TELUS is not responsible for other long-distance providers' business practices, we will be happy to switch you back to your preferred long-distance provider at no charge to you.

We can also process a Primary Interexchange Carrier dispute on your behalf so that the offending long-distance company pays an administrative fee if it is determined that you have been slammed.

In BC, please report the slamming to TELUS by calling us at 1-800-663-1440 (residential) or 1-800-665-0001 (business).

In Alberta, please call us at 310-2255 (residential) or 310-3100 (business). Both of these numbers are toll-free calls. If your call originates in Alberta, there is no need to dial the prefix '1'.

Take action

Please refer to our list of contacts (third tab to the right) for agencies you may wish to contact if you have been slammed.