Forum Discussion
3g 1 month late, 2 techs failed, no contact no updates, who to talk to?
Telus really been messing me around for the last month, I signed 2 year 3g internet and tv contract 1 month ago, specifically asked if it's supported in my neighborhood and was told it is.
Since then 2 techs appointments, both have come in and both failed to install xgs-pon transciever, both spent 2 hours, first guy just mumbled and was in a rushed and crappy mood and left me with no information, second guy was nice and tried to figure out the issue and installed a switch on a close by hub but even still it failed and he tells me it wasn't wired correctly and they will have to do it, and it could take a couple of weeks, and again, nobody to contact.
In the process I've got ridiculous support like I already have it on my 3g old wifi hub trashcan, wrong, or I already have it, wrong, or I need to buy a gaming pc, wrong, I tell them I want to talk to someone locally, they won't let me.
So now 1 month into my contract I have a NAH that barely managed to get 1g back working after 5 hours, and no information or eta or basic decency of a contact number that isn't halfway across the world giving me wrong information when the issue is about my neighborhood. Telus texts me twice and asks if situation is fixed, I text back no today and it tries to set me up a virtual appointment, which there are none available, fking great. I have to ditch shaw soon but I'm not comfortable until I get 3g as promised but my interactions with telus have been a horror show.
Who can I call. Or someone can msg me here, because it's unacceptable 1 month late.
5 Replies
Ive been experiencing these issues too but I've got a short version of an ongoing saga to just have internet. I tried getting the new to my area 3gig service back in September. They said they didn't have any hardware in stock to give it to me as they were out of I think XGS-Pon. Multiple visits and months go by with similar stories. Techs by the way are fantastic. They always know whats going on but seem to have to deal with the ticketing system. Fine thats how its setup. During this period I'm being over charged each month by 60-70 bucks but they say once the ticket is closed I'll get a credit. Again sure. But the rep at the start of the month from loyalty changes something and says my internet might go down I can just power cycle and it'll go back up...
Except it doesnt. And my wife and I both work from home. We have to wait till 6 days later for the tech to come. The tech asked my issue. I told him. He went to the main box and changed the part and installed an XGS-PON downstairs and the gateway.
Worked great... for a total of 3 days. I spent a total of 6 hours on the phone troubleshooting. I can access the fiber router. they can see the node. The state overview has a red planet image for no internet. Just down again.
Soonest they can come... ANOTHER 5 DAYS. Do we not have a way to escalate to check this or troubleshoot or send someone?
- A-B
Community Manager
Hello. I'll send you a private message to discuss further, thanks.
