Forum Discussion
Horrific hold music
Telus, you really need to look at your hold music provider. I've been on hold for 23 minutes and counting, starting out with this "Better together" song, moves on to the next song and halfway through that a break comes in for Friendly Future or searching for a team member to help you and.... Right back to the start of that first "Better together" song again. I have been listening to the same one and a half songs for a half hour and want to throw my phone through the wall.
You're a multibillion dollar company, please fix your phone system so sitting in hold is only mildly annoying, not completely enraging.
6 Replies
I was on hold for over an hour and 45 minutes and the loop is 5 minutes 10 seconds I was ready to Commit Violence after listening to that stupid "Better Together" song 20 times (yes I counted). I honestly think it is someones misguided attempt at subliminal messaging...you know We are "Better Together with TELUS" ooh lala whatever the lyrics of that song was that was very positive. I am seriously thinking of giving up on TELUS and giving Rogers a try if only to get away from the idiot phone tree that tells you to go online to get your questions answered when your internet is down. Now this nightmare hold loop. I've been a loyal customer for over 13 years it might be time to say good bye to this neurotic company.
I commiserate with you. I recently contacted Telus and was put on hold to this same music for over an hour. This time, I devised a survival strategy: turn the Telus music to very low/ barely audible, while listening to talk radio and doing housework. This preserved my sanity. Yes, it's extremely frustrating to be told to go on the internet when you have no internet! The customer service reps. were extremely helpful and courteous; the loyalty rep. gave me very generous credit because I had been billed for internet that wasn't working. It's just an ordeal to finally get a human agent on the phone. Perhaps Telus' future customers will be robots
Telus used to be much better a few years ago; wait times were tolerable and the hold music OK. You could even reach tech support in the middle of the night, which you no longer can. I plan to leave them as well due to intolerable wait times, terrible hold music and very poor internet.
TELUS_SupportOfficial Support Team
We appreciate you taking the time to share this feedback. We’re sorry to hear about the long wait times and overall experience. That’s not what we want for our customers. It’s great to know our team members were able to assist once connected, and we’ll make sure your comments about accessibility and service quality are shared with the right teams for review. Thank you again for your patience and for being part of TELUS.
- TELUS_Support
Hello Anwenofthelsles , we don't have much control over the choice of music but feel free to contact our team here if you need anything! This way you won't have to wait on the phone for support, thanks!
- C_Fun
Community Manager
Hi there, we really appreciate the feedback. We’re sorry for the long wait and for how frustrating it can be to hear the same music loop while on hold. We know how important it is to make your experience as smooth as possible, even while waiting to connect with a team member. We’ve shared your comments with the team that manages our phone system so they can look at improving it.
I totally agree. I listened to about 2 hours of this yesterday. In between, I was able to speak to a CRS who was going to transfer me to the loyalty team, but then I was routed back to "Better together" and "Ooh la-la", and I hung up after about 25 mins. I think this is deliberate to force us to give up.
