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bs1's avatar
bs1
Neighbour
9 months ago

Internet Down, Followed by Customer Service Outage

Its frustrating that there's outage and no information about it, and no real/direct number to call.

Whats worse is when you hide support for no internet related issues behind a web platform, that requires internet, and assume that your users routinely have their telus web app credentials on hand to randomly use on their mobile; only to end up with a chatbot! 

I need to talk to someone who will make me feel heard and listened to, to understand why my service has been out for more than 24 hours, despite numerous restarts - WITHOUT notice of service outage or degradation. @telussupport on twitter has not responded at all, which probably means they have no internet, and its been more than 3 hours since the online form outage report i submitted - no acknowledgement, and no response.

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  • Nighthawk's avatar
    Nighthawk
    Icon for Community Power User rankCommunity Power User
    9 months ago

    The tech support phone number for home internet is listed on the contact page. 1-888-811-2323. Though it does also say the hours of operation are Monday to Sunday: 8am to 9pm. If you have done all the suggested troubleshooting from Telus's website, try calling them. For fastest results, just stick to the connection issue itself, and understand that tech support may not have all the answers for you. For some issues a repair tech may be required.

     

    The internet being down doesn't mean there is an area outage. There are a list of things that could be causing issues and an outage is but one of them. Area outages are also not that common compared to other causes. Telus does list area outages here.

    • bs1's avatar
      bs1
      Neighbour
      9 months ago
      Thanks for reaching out. Not to split hairs, but from a last mile use POV, anything that's not pre communicated maintenance downtime is an outage.

      Impact should also weigh into a user experience - right now, we r talking school, work from home deliverables, and basic TV/other entertainment.

      Sadly, for me, when I called, I still ended up without a rep, and the earliest call back will make this closer to 2 days. Now let's hope the person who calls back is actually in YEG, not in some random corner of the US (I don't suppose they can help me faster).

      And then again, just why do I need Internet to review guides and steps to resolve not having internet? (Sorry, maybe now ranting, let me stop typing).
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