Telus begins transitioning customers from Bell MTS


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The fate of 100,000 current Bell MTS wireless customers — at least insofar as whether or not they have been selected as part of the migration to Telus — will be disclosed over the next couple of months.

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Hey there, time traveller!
This article was published 23/05/2017 (2019 days ago), so information in it may no longer be current.

The fate of 100,000 current Bell MTS wireless customers — at least insofar as whether or not they have been selected as part of the migration to Telus — will be disclosed over the next couple of months.

Starting this week and continuing in waves over the next two months, about 100,000 current Bell MTS wireless customers will be receiving packages in the mail informing them of the process.

As was previously announced, part of the components of Bell’s $3.9-billion acquisition of MTS that was finalized in March, was that Bell would “sell” 100,000 wireless customers as well as 15 stores to Telus. (The deal also calls for Bell MTS to sell 24,700 wireless subscribers and six retail outlets to Xplornet, but that process will not commence for a few more months.)

Liz Sauve, a spokeswoman for Telus Inc. said, “We want to make sure all the customer experience is positive and that there is a smooth transition.”

Sauve added, “the team is working feverishly behind the scenes” to make sure everything goes well and that in addition to great network coverage, the new Telus customers will receive superior customer service.

Telus company releases have made it clear for some time that the former MTS wireless customers who are selected to transition to Telus will keep their same phone number, and each new customer will have plans, rates and features that match or improve upon their existing MTS plan.

Telus also said that because of a broader network sharing agreement between Telus and Bell, its new Manitoba customers will enjoy a significantly enhanced network in more places across Manitoba. Customers of both Telus and Bell will access the same 4G LTE network.

The current Bell MTS customers who have been selected to transition to Telus will be notified in waves so as not to inundate the Telus transition teams with 100,000 queries all at once.

All communication with customers will be done by mail and Sauve said people should watch for packages in their mailbox, with the first wave of transitioning customers receiving the first one this week.

That will be a letter from Bell MTS that will include a small insert from Telus introducing the company and informing people that a “welcome package” is on the way in a separate mailing.

“The most important message is that we will be reassuring migrating customers that we will match or improve upon existing MTS plans for the same price they are paying now,” Sauve said.

The welcome package will include a booklet walking customers through the transition, a new SIM card that is synched to their existing phone number, as well as the Telus help line phone number, website address and retail locations where further assistance can be obtained. The process has three steps:

Step 1 — to review the information regarding the Telus plan that the subscriber will assume, with details of the customer’s former Bell MTS package so they can compare to make sure they are the same.

Step 2 — to either choose to upgrade their phone or keep current device. The information booklet will ask subscribers to confirm the details of their current device. If the subscriber wants to upgrade their phone, the welcome package will include information as to how to go about doing that.

Step 3 — to complete the transition, the new SIM card needs to be installed. Information will be included as to how to do that but if help is required full details about telephone, online or in-person assistance will be included.

Martin Cash

Martin Cash

Martin Cash has been writing a column and business news at the Free Press since 1989. Over those years he’s written through a number of business cycles and the rise and fall (and rise) in fortunes of many local businesses.


Updated on Tuesday, May 23, 2017 9:51 PM CDT: updates headline

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