http://www.edmontonjournal.com/technology/stories/991001/2939016.html

Computer delays frustrate some
Telus customers

Lynn Lau. Journal Staff Writer
The Edmonton Journal 

EDMONTON - A Telus computer system upgrade earlier this month has caused
delays in service for some 8,000 Albertans stuck in a backlog of work orders. 

Colleen Johnson recently moved from northside Edmonton to Hazeldean on the
southside. Although her phone was supposed to be hooked up for Sept. 25, it
took until Monday to get a line. Then the voice mail system wouldn't accept
incoming messages until mid-afternoon. 

"Usually, I'm quite a patient person but my patience is just worn thin," says
Johnson. 

"I was really pushy about it and I kept on phoning and phoning. If I had not been
on the phone complaining, I still wouldn't have it hooked up. I'd say they need
some competition." 

The upgrade was required to make the system Y2K compliant but it prevented
Telus staff from using the computers to place work orders for the week of Sept.
14. The orders had to be taken down on paper, resulting in short delays, said
Telus spokesperson Jeff Welke. 

Welke says most of the work orders were cleared by Sept. 20, but staff may still
be catching up on the odd few. 

There was also a delay in bill payments for people who pay bills with
pre-authorized deductions from their bank account. The money came out of
bank accounts on Sept. 24, about a week later than usual. 

A letter went out with statements this week reassuring customers they would
not be billed any late payment charges.