Forum Discussion
Onboarding
I'm in Bali but wasn't getting my OTPs sent to sms so I switched to Telus' top plan covering Asia etc. Didn't get the onboarding sms. Emails just tell me to register and account which I did. When signed in it shows my mobility account #. When I try to check status with it or chat to the bot it tells me no mobility account even though I'm giving it the number that appears in my account. It won't connect me with a human because it doesn't think I have an account. Apparently Telus thinks the public should handle their customer service for them so here I am. The only time I ever hear from Telus is when they phone me to try to sell me more. How do I speak with a human at Telus?
16 Replies
Do you understand how crazy it is that after all this calendar time and my time spent trying to get a resolution to my problem you don’t help me but you send me emails to notify me of my new rank for all my contributions in Telus neighourhood?
TELUS_SupportOfficial Support Team
We do not share this type of information for security/privacy reasons.
Email me the email and phone number for a member of your escalations team already.
- TELUS_Support
Hello mrgreen, we'll respond to your private message shortly but our team does not share the contact information of team members here.
You (Telus) are lying when you state here that’ “We replied to your PM and have not heard back.” I am basically begging you to respond in the PM to respond multiple times and you haven’t. Respond and actually solve my problem which is that you never provided my ESIM because you asked yes/no to proceed with the switch and to provide the ESIM by SMS which I can’t receive. Of course I want it!
- TELUS_Support
Hello mrgreen, we didn't get an answer to the last DM we sent you 2 days ago. We'll send you another one in order to assist you further, thanks !
Still no resolution and now you (Telus) aren't even responding to my emails.
- TELUS_Support
We replied to your PM and have not heard back
Still no resolution of my issue.
Yet another day has passed. Today you (Telus) managed to email me to ask my time zone and phone number. I already told you that I’m travelling in Bali and my phone isn’t working for calls or SMS. Email me what I need please. Or whatsapp using my phone number that you have on file (I have Wi-Fi only).
Because I didn't get any instructions emailed (I can't receive SMS with previous provider - Koodo), my phone knows nothing about Telus yet. My phone (with Koodo) doesn't even try to connect to a local telephone company (no roaming working), so no phone calls either. Wi-fi only so I get email, WhatsApp, Apple texts (blue - not green sms).
- TELUS_Support
We'll send you a private message shortly since we'll need more information regarding your account. It will be easier to assist you if we can have a big picture of what's going on with your service.
I did what you asked, but now another day has passed with my phone and SMS not working. Send me an email with the onboarding instructions already.
- TELUS_Support
That's odd, aside from OTPs are any other text messages coming through while you are in Bali?
No OTPs or SMS messages are coming through. I signed up for the Telus plan and received no instructions at all to get my phone working. I only have Wi-Fi. I need instructions emailed, not sms.
- No OTPs or SMS messages are coming through. I signed up for the Telus plan and received no instructions at all to get my phone working. I only have Wi-Fi.
