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New Account Suspended
I signed up for an account yesterday (around 6pm) and started using my new plan on an esim right away. A couple hours later, service stopped working. I checked online and it said my account has been suspended. I tried using the chat bot for help—it connected me to an agent (supposedly) and I have been waiting for over eight hours for a response. I called their phone line several times, yesterday and today, and wasn’t able to reach anyone. How can I resolve this? Honestly, with how poor their customer service is, I may end up switching to another provider anyway.
Never received call back
I was promised a call back within 24-48 hours and never received one. I then contacted Telus and was told the supervisors/managers are busy and it will be another 24-48 hours, and still no call back. It has been more than a week now that I have been waiting. Am I supposed to keep calling in and hearing 24-48 hours without anyone actually fulfilling that commitment?
Poor coverage and data speeds
In the three and half years that I've lived in central Alberta Telus coverage has been weak. I usually get only one bar at home (inside or out), two if I'm lucky. Data speeds of maybe 20 mbps down, 2-3 up. We also tried a Telus Smart Hub last year but had to promptly return it and cancel the service because speeds were unusable. In comparison, my partner is on the Rogers network and has full bars, great cell coverage, and blazing data speeds. About a year ago Telus started construction of a new 5G tower just 1 KM from us. It appears that construction finished in February but it was not activated until August. Adjacent to the tower, speeds are excellent. A few minutes ago I got 383 down, 62 up. But at home just 1 KM away across a flat field (i.e. not blocked by buildings or hills) speeds are still awful. A speed test resulted in 60 down, 2.86 up. I reported poor coverage using the Telus map several months ago but did not receive a follow up. I just reported it again. Who at Telus can I talk to about this? After almost two decades with Telus I'm ready to give up.
Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.Phone services disconnected
I received a text on October 23rd warning me of disconnection by the 7th due to a late payment. The text asked me to make the overdue payment by the 7th, which I did and that went through by November 5th. I then get a second text on the 5th saying I have 48 hours to make a minimum payment before service is cut off. I check the My Telus app and it just said that my next bill is due November 24th and to pay that before I incur late fees.. I check with the Chat Assist in the 6th which said the same thing as the app.. and call *611 on the 8th after I noticed nothing loading on my phone when I stepped outside. The automated voice message said my service has been suspended due to a missed payment on the 23rd of November? But it’s the 9th TODAY. How can this be? What can I do?
