Forum Discussion
Feedback on Telus Tech Support
This post will be in three parts, because there is a 2100 character limit. Part 1 of 3. This feedback is from a few months ago. I'm finally getting around to posting it. Below is more or less...
Part 2 of 3.
I called Telus and was put through to "tech support". The person had a set list of steps to follow which included performing a factory reset on the "modem". I have an ONT and an NH20T, so in my case, the ONT is the "modem". I explained this to the person, who seemed to not understand what I was talking about, even though he insisted that he did. He insisted on doing a factory reset of the NAH, which I explained was a waste of everyone's time. He maintained that he had to do this, so I disconnected my router from the NAH and let him proceed. The problem was intermittent, so there was no way to prove it made no difference until it happened again. The person noted in my file that if the problem reoccurred, they would send a tech to my home.
It didn't take long for it to happen again, so I called tech support again. The person I was connected with was located in India and he could barely speak English. I explained that there was a note in the file that if the problem reoccurred, Telus was going to dispatch a tech. I don't know if he reviewed the file or if he could even access it, but he completely ignored that this was the second time I was on the phone about this problem and reassured me he would fix it, even though clearly had zero clue what he was talking about. He asked me for permission to "factory reset the modem". I asked him what he was referring to, because I have an ONT and an NH20T. He didn't seem to understand I have an ONT was, but he insisted on doing a factory reset of the "modem". I told him I didn't want to reset the NAH, because I have port 1 bridged and if I didn't disconnect my router from it, there would be problems with my devices. I told him that I was okay with him doing a factory reset on the ONT, if that was what he was going to do, assuming it is even possible, which I doubt.
Part 3 of 3.
He ended up performing a factory reset on my NAH. Of course, this accomplished nothing other than screwing up the devices on my LAN and I told him how pissed off I was for doing what I specifically forbade him from doing. He insisted that doing a factory reset on the "modem" would fix the problem, which he blamed on my WiFi, which makes no sense to anyone with a clue. When I explained to him that the WiFi couldn't possibly have anything to do with the problem because I have an ONT, he told me he was putting in an order to have my landline moved to my NAH. I told him that was impossible because I have two landlines. I forbade him from doing anything else and demanded that he escalate the call.
The call was escalated to the loyalty department. I told them how pissed off I was at the incompetent tech support. They apologized and dispatched a tech to my house. The tech checked the fibre and reterminated it because the levels were too low. He also called someone in the back office who confirmed what I expected, which is that the problem was related to the ONT. It turns out that Telus had reprovisioned my service late last fall and changed a single bit in the configuration, which caused the problem.
Since the tech was at my house, the problem hasn't happened again.
There is no excuse for Telus providing such terrible and incompetent overseas tech support. I'm sure the call-centre in India is cheap, but it's disrespectful to inflict such incompetent people with ZERO clue what they are doing and who can't even speak proper English, on your customers. If you used competent local tech support, problems could be solved more quickly without putting customers through h*ll.
