Forum Discussion
kid lost phone with prepaid 365, can't switch SIM
Hi,
My kid lost his phone that has the prepaid 365 plan, Sim is lost too in the phone. I got a new SIM today and have an other phone for him but I am unable to switch the SIM, no option to do so in my Telus even though many tells support pages say there is. 2 dropped calls when I called to speak with someone. Telus assist is useless. Why is this so difficult? I was going to switch my carrier to Telus and add fibre internet but that seems silly if you can't get what you pay for. Why is it impossible to get any help from Telus?
9 Replies
i have the same problem here, went in person to the store, waited for 30mins to get a new SIM card, and the guy told me to call hotline to swap it. Called hotline multiple times but got hang up and ask me to use telus assit.
Tried telus assist but it just asked me to leave a phone number for call back. I lost my only SIM card, so how can I get a call back? I have to go to a friend's home and use his phone no. to get a call back?
Just replacing a lost SIM, why make it so difficult?Telus called while I was working, asked when they could call back, they guaranteed me they would call back at the agreed time, then didn't call back. Of course, this should be completely expected. They don't care about their customers. You would think they would care about stock holders. I think I'll dump my Telus stock, I can't support the terrible service offered by any of these corps. I'll also change the many Telus/public accounts I have and be sure to let everyone I know how poorly Telus treats their customers. I don't care how big or small my clients are. Everyone gets treated the same. I encourage everyone else to do the same. No sense in loyalty to these companies, they have none to you and there are equal or better deals everywhere else.
TELUS_SupportOfficial Support Team
Hello bigmsoke, we have had to tighten security regarding SIM swaps due to numerous frauds. Our team will be happy to help you here so we will send you a private message soon, thanks!
Did that affect your ability to do what you said you would do?
I was told I would receive a call back - no call back.
It also seems that it could be infinitely easier to get actual help with an account rather than the purposeful hiding of information to diminish the amount of people you need to actually assist. Most people likely just open a new account and throw more money at Telus. This is a fabricated response as there are lots of ways to keep things secure,p. It’s a choice to reduce customer service.
It’s bad business and shows contempt for your customers.
I’ll spend a bit of time each day telling folks not to spend any money on Telus, and why the stock price will retreat based on the contempt for customers. No business can survive long term with this attitude. It’s so obvious that Telus looks forward 90 days burning the future business to the ground.
Dennis Patterson
Big Smoke Audio
Toronto, ON
Telus removed the option to swap SIM’s on myTelus for prepaid. You have to call them to get it swapped over or go to a Telus or Koodoo store.
Was told instore has to be online, more run around
- TELUS_Support
Hi there, we will send you a private message.
