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Some Kamloops-area residents concerned by Telus’ plans to disconnect landlines in March

Victor Kaisar
Jan 18, 2024 | 4:10 PM


Some Kamloops-area residents concerned by Telus' plans to disconnect landlines in March

Residents in a remote community northwest of Kamloops are concerned about plans by Telus to cancel their landline phone service effective March 8.

The Tranquille Valley Community Association, which is located in Area J of the Thompson-Nicola Regional District, estimates that about 55 households in the Alpine Valley and Red Lake area will be affected by this change.

“Communications are vital in our area, and we are very concerned to learn via letter and/or phone call from Telus that they are unilaterally withdrawing service for landline from our area,” Association President Barbara Hetherington said, in a letter to Kamloops-Thompson-Cariboo MP Frank Caputo.

That letter also said that the residents want to see regular cellular service established in their communities.

“Our landline telephone system is currently hardwired to a small communication shed which then sends microwave signals out to a receiving station,” Hetherington said.. Our understanding is that the band used for this communication has been reassigned to allow for 5G service.”

A look at the drive from downtown Kamloops to Red Lake in TNRD Area J. (Photo via Google Maps)

Hetherington says Telus has offered $1,400 to each affected customer to help them transition to VoIP or Wi-Fi calling, which she says requires satellite internet.

“Most residents seem fine with this-as most already have satellite internet anyway. However, some residents do not and this would create a financial issue,” Hetherington told Radio NL in an email, noting there are no other landline providers and no cellular service in the area.

She also estimated that while several residents have been paying between $20 and $30 a month for their landline phones, others do not have internet access at all as they would need to sign up with a satellite internet provider like Starlink or Xplornet.

“Should they be forced to install satellite internet to access Wi-Fi communication, the $1,400 provided will allow them about four months of cost-free operation,” Hetherington said.

“After the $1,400 is spent, internet costs in this area are approximately $120 to $160 a month. This is far cry from the previous landline cost and is a hardship for them.”

In a statement to Radio NL, Telus confirmed its plans to disconnect landline service in early March, saying it has reached out to affected customers to let them know of the changes. The company also says it is “working with them to explore their options for alternate home phone services.”

“Spectrum is used to provide a number of services, from radio stations to digital TV to the wireless signal that makes your cell phone work, and the government often repurposes spectrum to meet the needs of new technology,” a Telus spokesperson told Radio NL.

“In this case, 3.5 GHz spectrum, that is used to support TELUS home phone service in certain remote areas, is being repurposed by the government for use in 5G wireless services.”

The Vancouver-based company also said affected customers in Red Lake and Alpine Valley who need additional support can contact a dedicated line 1-833-633-0113, extension 1406742.

Move to VoIP or Wi-Fi calling raises numerous issues: TVCA

In her letter to Caputo – which was also forwarded to Kamloops-North Thompson MLA Peter Milobar, the TNRD’s Area J Director Michael Grenier, the Canadian Radio-television and Telecommunications Commission, and Telus – Hetherington said residents have “numerous concerns” including the loss of all communication in the event of a power outage.

“Many of us maintain a landline purely for this reason,” Hetherington said. “Our association has been told that many employers will not hire someone for work from home with only Wi-Fi calling communication capabilities.”

Hetherington also said there are concerns when it comes to emergency services.

“Emergency numbers such as *5555 for wildfire reporting do not work over Wi-Fi calling. We would need to drive at least 15 km to access cellular to report a wildfire,” Hetherington said.

“Our understanding is that the Government of BC’s Emergency Alert system does not work over Wi-Fi calling systems.”

Hetherington told Radio NL that while other concerns mentioned in the letter – like teletypewriter (TTY) services for people who are hard of hearing and the ability for 911 dispatch to track Wi-Fi calls – are not as serious as first feared, residents want to see regular cellular service established in their communities.

“Telus has known for at least 20 years that our system is aged. In 20 years, they have not taken the opportunity to either upgrade it or provide us with cellular service,” Hetherington said. “We are now bearing the brunt of this lack of infrastructure maintenance.”

“As a community, we request that landline service is maintained, and that reliable cellular service is established before landline service is discontinued.”