ComplaintsforSaskatchewan Telecommunications

• Initial Complaint

  26/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with Saskatchewan Telecommunic debt control agency. I do not have a contract with the Saskatchewan Telecommunications debt control agency. I recently checked my credit score and noticed that I had them on it and was shocked as I lived with my partners family at the time and shouldn’t have had any services under my name at the time. I do not owe or had a contract with them except a current NoStrings attached agreement. The credit report says the amount owing is ***** and the first delinquency was in 2019/11/01. I had been living with my partner during that year and had nothing under my name. I do not want this on my credit as it wasn’t from me. I only noticed this now as I just wanted to check my credit report that is why I wasn’t able to get it done by the 12 month mark.

  

  Business response

  26/09/2024

  Thank you for your inquiry to the Better Business Bureau of Central Canada.
  
  In reviewing your account details, we were able to confirm that you held a SaskTel wireline account between November 2018 and November 2019. Although this service was not provided under contract, when you signed up for home services from SaskTel you agreed to our Terms and Conditions which includes keeping your account current and in good standing.
  
  Please understand that SaskTel expects customers to consistently review their billing each month and to pay each bill on time. For customers with accounts at risk of suspension or collections action, SaskTel also strives to keep customers informed by issuing notices on their monthly bills to advise that action on their part is required.
  
  Overdue notices were included in your final bills issued to you in fall 2019. We also attempted to work with you and extended a payment arrangement to help you get caught up with your bills. Unfortunately, this arrangement was not followed and you decided to close your account on November 19, 2019.
  
  Although you proactively decided to cancel your account, you remain responsible for all unpaid charges as well as unreturned SaskTel equipment fees. SaskTel advised you during your call on November 19, 2019, that you would be expected to return your two maxTV set-top boxes and gateway modem within 10 days. These SaskTel-owned items were never marked as returned.
  
  On January 8, 2020, SaskTel referred your unpaid amounts to an external collections agency. In our view, SaskTel billed you appropriately and followed all necessary notification procedures prior to pursuing collections action.
  
  For your amount owing of $********, we encourage you to work with the collections agency, **** ******* ****** *****, to find an appropriate solution. They can be reached by calling **************. You can also submit full payment directly to SaskTel.
  
  Thank you for writing.
  
  SaskTel

  Customer response

  26/09/2024

  
  Complaint: ********
  
  I am rejecting this response because I did not in fact have my own place during those years stated, I was living with family members then moved to Fishing Lake, SK and Edmonton, AB during 2019. 
  I would like to resolve this issue as I’m not taking responsibility for the companies lack of checking on a persons identity when setting up their services. 
  I would like to know how these payments were made during those times and which address it was under as I’d like to take this to the police as I’ll be filing for fraud. 

  Sincerely,
  
  ******* *****

  

  Business response

  26/09/2024

  Thank you for your additional comments. 

  SaskTel follows strict customer verification policies when setting up new customer accounts. Additionally, customers must verify their identity each time they call 1-800-SASKTEL for assistance and to obtain billing details about their account. From a review of your account, there is no evidence to indicate that services were set up fraudulently. However, if you did not open this account and believe you are a victim of identity theft, please follow these steps:
  
  1. Report the incident to your local police.
  2. Visit a SaskTel Store or call 1-800-SASKTEL (727-5835) and provide the following information:
   - Police case number
   - Police officer’s name
   - Police officer’s contact number
   - Your contact number

  If you require additional details about the account, please contact 1-800-SASKTEL (727-5835) and a SaskTel specialist will be happy to assist you.

  Thank you again for writing.

  SaskTel

  Customer response

  27/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I will contact the police to file a police report and then hand over the information back to Sasktel. Thank you.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 11, 2024 my internet went out. I called the Sasktel wireless support number for them to look into this issue. It came to a conclusion that we weren't going to be able to get this fixed that day. Instead, the Sasktel Employee advised me to drive to the nearest Sasktel store. For me, driving to a Sasktel store is nearly 84kms away. But, as I work from home and internet is imparative to my employment, I followed this employee's advice. Monday August 12, 2024 - I lost a day's worth of income due to this outage. I drove to Regina to the nearest Sasktel Store located at the ******** Mall. The in-store employee provided me with a new modem as this was expected to fix my issue. I drove another 84kms back home. I installed the new modem according to the Sasktel tech support rep to find this issue is still persistent. This tech support rep advised they will need to send someone out to have a look. When I asked how long till a rep comes out here - I was met with an undefined answer. I called back and launched a complaint ** ** ** *** **** **** ** ****** **** ******* ***** **** ***** **** ***** *** ***** ******* ********. I spoke to a manager, ******. We came up with a resolution to have a $*** credit put on my account. I advised this isn't worth my missing income, but will suffice. As I was still not getting any kind of timeframe regarding the fix, I decided to look at alternative solutions. I reached out to another provider that was able to come next day to install new services - great! These services were better, faster and cheaper than what Sasktel is offering me. I agreed to have this new company come out as it was EXTREMELY important I get back to work. I called the manager, ****** at Sasktel to advise I was canceling my services and would also like him to waive my cancelation fees for this poor, poor experience. He did not say he will be retracting my $*** credit. Today, I open my last bill to see this credit wasn't placed on my bill.

  

  Business response

  20/09/2024

  Thank you for your inquiry to the Better Business Bureau of Central Canada.
  
  At SaskTel, we are committed to providing excellent customer service. When things don’t go to plan, we also strive to resolve customer issues as quickly as possible so customers can get back to enjoying their services.
  
  We regret you encountered some unfortunate technical issues which impacted your Internet services last month. As noted in your comments, you could no longer connect with SaskTel’s network following a power outage on August 11, 2024.
  
  Following troubleshooting with our Support Team, it was recommended that a technician be dispatched to your Strasbourg home to investigate further. An appointment date of August 19th was initially offered but declined as you needed to get reconnected as soon as possible due to work commitments. Consequently, as an alternative, arrangements were made for you to pick up a new gateway at a SaskTel Store as it was hoped that a simple equipment swap would address your connectivity issues.
  
  We appreciate the commute to and from Regina would have been inconvenient. We also regret to hear that the modem swap did not work in addressing your issues. Given that larger issues were likely at play, we recommended to move forward with a dispatch. Regrettably, despite ongoing efforts to assign overtime and bring in resources from other parts of the province, we did not have sufficient technician resources available to provide you with an appointment within 1-3 days.
  
  In response to this predicament, a retention credit for $*** was extended to you should you wish to await technician repair from SaskTel. Unfortunately, given the wait times, you decided to proceed with another provider.
  
  While we are never happy to see customers go, we recognize you had specific circumstances that necessitated this decision. However, please understand that the retention credit would no longer be applied after moving to another service provider. Due to the number of factors beyond our control, SaskTel also does not compensate for loss of business or wages due to loss of service.

  Recently, on September 5, a SaskTel Support Manager spoke with you to review your situation and to reiterate that we could not proceed with the retention credit; however, we had applied a service credit of $** to your final bill for your time without service.
  
  SaskTel welcomes customer feedback on our products and services, as this helps us in finding ways to try and better serve our customers. At this time, your SaskTel account is being finalized and you will be issued another statement later this month indicating your final credit balance.
  
  If you decide to try SaskTel Internet services in the future, construction is progressing in your community to install our fibre-optic infiNET network to all homes and businesses. When the network is ready, we will be sure to let all residents know and encourage you to give us another chance to serve you at this time.
  
  Thank you again for sharing your concerns.
  
  SaskTel

• Initial Complaint

  15/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Saskatchewan Telecommunic debt control agency. I do not have a contract with the Saskatchewan Telecommunic debt control agency, they did not provide me with the original contract requested

  

  Business response

  17/07/2024

  Thank you for contacting the Better Business Bureau of Saskatchewan Inc. (BBB).
  

  According to SaskTel’s records, on October 16, 2021, Mobility Account (********) was opened in your name and a two-year contract was signed at ******* ****** ************** in Warman. At that time, an ****** ** *** *** device was also purchased through our Plus Pricing wireless device monthly financing program.
  

  SaskTel sent bills in November, December and January of 2022; however, due to non-payment the account was suspended on January 26, 2022.
  

  Subsequent bills, including overdue payment reminders, were sent in February and March of 2022. As a result of ongoing non-payment, the account was closed, and the total outstanding balance (of $********) was sent to an external collections agency on March 26, 2022.
  

  To discuss your debt repayment options, please contact Debt Control Agency (DCA) toll free at 1-866-*********
  If you did not open this account and you believe are a victim of identity theft, please follow these steps:
  

  1. Report the incident to your local police.
  2. Visit a SaskTel Store or call 1-800-SASKTEL (727-5835) and provide the following information:
   - Police case number
   - Police officer’s name
   - Police officer’s contact number
   - Your contact number
  

  If you require a copy of the account contract, please contact 1-800-SASKTEL (727-5835) and a SaskTel Specialist will be happy to assist you.
  

  Thank you for writing.

• Initial Complaint

  23/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my some 30 year subscription with SaskTel on or about 18 March 24. Since everything is paid in advance, . . . they owe me a credit. I had to phone as I no longer have access to their online account. I phoned twice actually and they say it will be 2 months before they issue a credit for a service that I no longer have, which makes 3 months. **** ** *********. Why should they collect interest on my dollars where they know they owe me a credit!

  

  Business response

  25/04/2024

  Thank you for contacting the Better Business Bureau of Saskatchewan Inc. regarding your SaskTel wireless account. 
  
  At SaskTel, we are committed to providing excellent and responsive customer care. For customers who have decided to discontinue their services with us, we also understand the importance of refunding any funds that may be owed when an account is closed and finalized with a positive balance. According to SaskTel records, you called to cancel your account on Monday, March 18, 2024.
  
  We understand you are frustrated with the wait times for processing refunds. While not offered as an excuse, it may be helpful to explain SaskTel’s wireless account closure and refund procedures as they are intended to work.
  
  When SaskTel first receives notice that a customer is closing or porting-out their wireless account, a Customer Care Specialist or store employee will flag that account for closure. If there is a positive balance owed to the customer, our automated system will alert our Finance department that a refund cheque needs to be issued.
  

  SaskTel’s policy is to run two final bills before any refunds owed are returned on a closed account, and this is usually done by cheque. This waiting period allows us to ensure that there are no outstanding third-party or long distance charges to be applied on an account.
  
  In reviewing your account details, we have confirmed that you currently have a positive balance of $*****. Barring any changes over the next few weeks, a cheque for this amount will be issued to you shortly after your May 2024 bill is printed and mailed to the address we have on file.
  
  Once again, thank you for writing and bringing this concern to our attention.
  
  SaskTel

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dad had a safety plan with sasktel for a phone he carried with him while working on the farm. He is turning 73 yo this year and lives alone. He keeps the phone on him in case he has an emergency. There was a mix-up with his bill, he pays it every year at the same time at the bank. Something changed this year, it didn't get paid at the time sasktel wanted it. They charged him a bunch of interest, cancelled his contract and sent it to collections. Now the collections agency is calling non stop threatening to ruin his life with a bad credit score, calling using an area code applicable to all of North America so you can't track where the call is coming from. I've tried contacting the collection agency with the number sasktel provided, there are no options for sasktel, all telus. I called today at 10:30am, chose a random option because none apply, got a message to call back during business hours, didn't say what those were, and to leave a message, then it hung up. Not sure how we're supposed to resolve this....thanks.

  

  Business response

  12/09/2023

  Thank you for contacting the Better Business Bureau of Saskatchewan Inc. (BBB) regarding your father’s account and charges related to his Cellular Safety Plan. In reviewing the account details, we were able to confirm that your father had first subscribed to SaskTel’s Cellular Safety Plan in February 2021. This wireless plan is designed for occasional wireless users and auto-renews each year unless the customer notifies SaskTel that they no longer wish to continue with the service. Regrettably, from our review of account records, SaskTel did not receive notice from your father of his intent to disconnect service. During a call on May 3, 2022, a SaskTel specialist did discuss the expected annual renewal date and advised on how changes could be made to the renewal date such as cancelling and restarting the plan. However, the call was concluded with no changes made. Last spring, we also assisted your father to remove an accidental double charge and other fees that had been applied to his account in error. The accidental double charge was the result of an unfortunate systems error that had impacted multiple customers. All SaskTel Cellular Safety Plan customers are reminded of the upcoming auto-renewal of their service in advance. For your father’s account, he was among customers who were mailed renewal notices on November 9, 2022. It is also important to note that it would be inappropriate for us to presume a customer’s intent to cancel. Please understand that SaskTel expects customers to consistently review their billing each month and to contact us when there are questions or concerns. For customers with accounts at risk of suspension or collections action, SaskTel issues notices on their monthly bills to advise that action on their part is required. Overdue notices were included in your father’s bills dated March 16, April 16, and May 16, 2023. With no payment received, your father’s wireless service was suspended on May 3, 2023, and the account was closed by SaskTel later that month. In our view, SaskTel billed your father appropriately and took reasonable steps to notify him of his account status. To address your question regarding resolution, settling the account charges can be resolved by arranging payment with *** *********** ******** ***. *** can be reached by calling the toll-free number 1-************. Thank you again for writing. SaskTel

  Customer response

  12/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My complaint was about who to contact at the collections agency so it has not been addressed. But since you brought up why this went to collections i will address that now. My father contacted sasktel about canceling the plan, that should be indication enough that he wanted to cancel. He was advised that he could wait until the contract expired, there was no mention of auto-renewal. He also did not receive the notification letter. In my opinion sasktel knew he wanted to cancel, failed to advise my father accordingly, and should not be expected to pay late fees. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  13/09/2023

  Thank you for your reply and additional comments.
  
  SaskTel cannot presume a customer’s intent to cancel, nor do we have the resources to contact each customer individually when their plan expires to discuss their usage and needs. As detailed in our previous reply, our discussions with your father in May 2022 were around what steps to take if he wanted to make changes. He decided not to go forward with any changes at the time and was aware that his plan would auto-renew in 2023. It is also important to note that, even though SaskTel records indicate his renewal letter was mailed on November 9, 2022, we cannot guarantee that the letter was not lost or misdelivered by ****** ****.  
  

  As part of our investigation, SaskTel also reviewed other interactions with your father since he initiated his Cellular Safety Plan, including calls from April 7, 2022; June 17, 2022; and August 15, 2023. From our review, we could not find any instance where your father was advised to let his account or payments lapse. Please understand that customers are ultimately responsible for managing their accounts and authorizing changes, whether by calling 1-800-SASKTEL, visiting us in-store, or logging into mySASKTEL to access their information and to manage services.
  

  We encourage you or your father to call *** *********** at the toll-free number 1-************. Please note that other companies also utilize ***, therefore it is important to listen to the menu options carefully. If you have further questions about your father's file, *** can also be contacted by email at ****************************.   

  Thank you again for writing.
  
  SaskTel

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was paying for internet services that I was not receiving at house *** ******* **** ***** ****** from the first time I requested a technician to come out to fix the problem which was in the winter 2022 to July 2023 when I moved to Regina I paid it up until I moved I also paid for another security deposit for the new address and I returned the box, I haven't received an answer about the money I was paying for the services I was not receiving. I was wanting to know if you can look into this for me? I moved to ****** ***** ****** ** after house *** ******* **** ***** ******* Thank you

  

  Business response

  16/08/2023

  Response for ***** *************** BBB Complaint # ********
  
  Thank you for your inquiry to the Better Business Bureau of Saskatchewan Inc. (BBB).
  
  SaskTel is committed to working with customers to resolve all billing and service-related concerns in a fair and
  reasonable manner. As a result, following receipt of your concern on Monday, August 14, an investigation was
  opened to determine if we had not provided you with the customer service you should expect from SaskTel.
  
  In your inquiry, you raise concerns that you were billed for Internet services that you did not receive while you
  resided at your home on the ******* **** ***** ******. According to our records, we last initiated Internet
  service at your ******* **** ***** ****** location in June 2022. Our records further indicate that you
  subsequently reported issues with your interNET Extended 5 service during a call to SaskTel on July 22, 2022.
  
  From the troubleshooting that took place on July 22, 2022, we did confirm the presence of line errors, so a
  technician was booked to visit your home for July 25, 2022. Regrettably, no one answered when our technician
  arrived, and we were not able to pursue any on-site troubleshooting or repairs.
  
  During another call to SaskTel, on August 26, 2022, you called to again report the same issues and a new
  appointment was scheduled for August 30, 2022. Once again, no one answered when our technician knocked
  on your door and attempted to call to advise of his arrival. That said, we were able to pursue some outside
  work and our technician ensured that our line tested clear prior to departing. Later that day, you called 1-800-
  SASKTEL to request that we disconnect services at your ******* **** ***** ****** home. This request was
  fulfilled, and you were advised to return your SaskTel-owned gateway (modem) within 10 working days in
  accordance with SaskTel’s return policy.
  
  SaskTel is committed to doing all we can to resolve service issues; however, we also require customer
  cooperation and assistance so that we can properly identify the root causes of a service problem. It is also
  important that we can access, test, and visually inspect customer equipment to isolate and diagnose any
  potential hardware failures impacting the customer’s experience. Without the ability to pursue an inspection
  of your inside setup, we could not determine if further action was needed last summer.
  
  In our view, SaskTel did its part to ensure a solid Internet connection was provided to your ******* **** ***** ****** address up to the outside demarcation point. With that said, given the issues you experienced, we
  extended a $25/month credit to you for 12 months during a later call to us on December 20, 2022, as a gesture
  of goodwill.
  
  With regard to your SaskTel-owned gateway, our records indicate unreturned equipment charges for the
  gateway were automatically applied in your October bill as the 10-day return period had passed. However,
  during your call to us on December 20, 2022, you shared that the equipment had been returned. As such, we
  removed this charge for $150 as part of an adjustment to your account. This adjustment was noted on your
  January 10, 2023, bill.
  
  From our thorough review of your account records, SaskTel billed you appropriately and in accordance with
  our General Terms of Service for the period you resided at your ******* **** ***** ****** address last year. As
  such, SaskTel will not be providing any further service credits related to our delivery of service to this location.
  
  With that in mind, please do not hesitate to contact us if you have any further questions or concerns.
  
  
  SaskTel

• Initial Complaint

  19/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had opened a Sasktel prepaid account new account today July 18 2023 I had requested to transfer my number from ***** to Sasktel and the port in was completed Sasktel is telling me **** didn't release the number and **** is telling me my ***** Mobile number is with Sasktel and the port to Sasktel was completed and I been going back and forth calling both the **** porting team and Sasktel and they keep sending me back and forth and nobody can help me also I had requested to speak to a manger at Sasktel an the call center refused to transfer me to one to add some security notes and an alert to my account because I had issues with Sasktel since last October that people kept on porting out my numbers and cancelling my accoints as a prank and I did involved the police nothing they can do and I had other accounts before and it was a issue with my privacy and security when people would impersmate me to say they don't know the password or they would go into private retail stores to do simswaps or to override port outs for people to take over my accounts to try to hack into my online banking and social media and I want this issue resolved ASAP or my next steps is going to the media

  

  Business response

  31/07/2023

  Thank you for your inquiry to the Better Business Bureau of Saskatchewan Inc.
  
  We regret that you recently experienced some difficulties porting in your wireless number from another provider to a new SaskTel noSTRINGS Prepaid account. SaskTel is committed to working with all our customers to fulfill service requests and to resolve concerns that may be impacting their customer experience. Unfortunately, there will be times when we are impacted by unexpected technical issues that are beyond our control.
  
  At the time of your port-in request, on July 18, 2023, SaskTel and other wireless carriers across Canada were unable to fulfill many porting requests due to an unplanned interruption to the national system used to process these requests. This was a widespread issue that impacted other SaskTel customers as well as other wireless users across the country. 
  
  On July 19, a SaskTel Customer Services Specialist was able to provide you with an update on this situation during your call to 1-800-SASKTEL and assured you that your request would be fulfilled as soon as possible. The next day, on July 20, 2023, porting services were resumed across the country, and we were able to start working through all our accumulated requests. Your port-in to SaskTel was approved early that morning; however, our records indicate that you left for another provider within the same day. 
  

  Again, we apologize for any inconvenience caused as a result of this technical issue.

  At this time, you no longer have an active number with SaskTel. That said, if you have any further questions about this incident, please contact us by calling 1-800-727-5835. If you decide to try SaskTel noSTRINGS Prepaid again in the future, we also ask that you visit us in-store to ensure we can provide you with the best possible experience and add any required documentation on your privacy and security needs. 

  Thank you again for writing.
  
  SaskTel 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a couple Sasktel prepaid accounts back in October i had one account with the number 306-******** i had my number got ported out twice then i had a new account with the number 306-******** back in December i paid for the $50 dollar plan plus $50 dollars activation fee and 2 days later the number got ported out to a other provider with no text message sent to my device to approve the port or not also people had been using my name to send threatening emails and bomb threats to Sasktel from the Sasktel site pretending to be me with my information in the emails and i went to the police with this matter about people impersonating me and they would tell me there's nothing we can do if these stuff are done online

  

  Business response

  12/01/2023

  Business Response /* (1000, 6, 2023/01/10) */ Thank you for contacting the BBB regarding your concerns. As we have indicated to you in previous correspondence, you must present yourself in-store and provide ID in order to make changes related to the day-to-day operation of your account or to discuss any further issues regarding your account. Consumer Response /* (2000, 8, 2023/01/11) */ Consumer called and stated matter is resolved

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was signed up for a two-year contract with SaskTel in Regina; and was immediately terribly dissatisfied with the programing on their max tv. I also have a SaskTel mobility Phone plan with them. I would like to cancel all my services with SaskTel. My account # with SaskTel is: *******; my SaskTel mobility account # is: ********.

  

  Business response

  04/01/2023

  Business Response /* (1000, 5, 2022/12/05) */ Thank you for your inquiry to the BBB. In order to cancel your SaskTel services, please contact SaskTel directly at 1-808-727-5835. A service representative will be able to assist you with your request. SaskTel Consumer Response /* (3000, 7, 2022/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was a wrong number. Business Response /* (4000, 9, 2022/12/15) */ Our apologies. The correct number is 1-800-727-5835.

• Initial Complaint

  18/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sasktel informed us in 2020 they would be running new service to our home for our internet. We said we did not require it but were told we had no choice - we had to accept or relinquish our internet. We were told they would run the cable underground to our home. Locator flags were put around our lawn but nothing happened until the fall when they told us they would not be able to bury it so ran the cable over the neighbour's fence and along our fence to the box. In 2021 we were again told they would be burying the line. Locator flags were put around our lawn, the contractors came and left. Nothing was done with the cable. Now it is August 2022. Approximately two weeks ago the locator flags were again put out in the yard, contractors came and left. No action was taken. We don't like letting our 2 year old grandson out in the yard because the flags are a hazard, but history has shown us Sasktel never returns to remove them or finish the job. We tried to reach out to Sasktel once earlier on with no resolution.

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/08/24) */ Thank you for your inquiry to the Better Business Bureau of Saskatchewan Inc. (BBB) concerning the installation of SaskTel infiNETTM service on your property (BBB Case #*******). We appreciate the presence of a temporary connection in your yard would be frustrating, and we wish to extend our apologies for the delays you have encountered in having a permanent connection installed to your home. According to our records, you were first migrated to the new network in July 2021 at which point a temporary line was used due to resource constraints at the time. Specifically, your property did not yet have a buried conduit in place which is needed to safely bury your line. We also regret that your requests for updates over the course of last summer were not answered more promptly. While not offered as an excuse, the deployment of our infiNET network is a complex, multi-year project that involves passing thousands of homes each year. As the team works to complete the final remaining neighborhoods and buildings in Saskatoon, they are working as quickly as possible to address any incomplete repairs left from the previous construction season. On Tuesday, August 23, **********, SaskTel Fibre-to-the-Premises Manager (FTTP), was able to contact your household. In this conversation, she advised that our crews completed their pathway work earlier this month and your home should now be connected via a buried line. That said, a technician has been dispatched to inspect your property this week and complete any final clean-up work as it appears we neglected to remove the deactivated temporary line from along your fence. If you have any additional concerns, please do not hesitate to contact Ms. **** directly at 306-********. As a token of our goodwill and commitment to you as our customer, we have also applied a credit for $50 to your account. This will appear on your next monthly bill. Once again, thank you for this opportunity to respond. SaskTel Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advised that a technician would be over to check the install and remove the temporary line that week. It has now been nearly two weeks and we have yet to see a technician .... Contacted Sasktel today they said they'd look into it. Business Response /* (4000, 9, 2022/09/19) */ Thank you for your follow up comments concerning your inquiry with the Better Business Bureau of Saskatchewan. Following receipt of your additional comments, we re-escalated your concern with our Fibre-to-the-Premises (FTTP) team. Regrettably, we determined there was a miscommunication when dispatching your inspection and our technician had been provided the wrong address. We truly apologize for this error. Last week, **********, FTTP Manager, contacted you to share that our crews have now been provided with the correct details and contact information for you. Barring delays beyond our control, we should be done all remaining repairs within the next five to ten business days. We wish to thank you again for writing. SaskTel

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩