How do you judge a telecommunication business that you can't communicate with?

This seems to be the norm for contacting many businesses. It sometimes feels like they don't actually want to hear from customers.

Having said that I've actually had pretty good success with the virtual assistant. After a few questions it invariably puts me through to a chat with a person and I'm able to get my question/issue resolved. Generally quicker than using the phone.

This post may address your particular concern regarding a 2 year contract:

Solved: Rate changes while on 2 years contract - TELUS Neighbourhood