Forum Discussion
Seeking help with Email
2 days ago my email refused to connect and download emails. I have a telus.net account which suddenly refused to connect to my mail app. It has worked fine forever. I can access my webmail but would ...
Not at all surprised by the level of 'unservice' you are receiving, I think Telus's customer service is terminally deceased. I don't have a solution to help you with but wanted to share my condolences.
You may want to screenshot your post, if it is perceived as too negative it will be deleted: mine was. And still I haven't received support. The so-called message inbox remains empty. Having to join a 'neighbourhood' to ask strangers to help because the corporation is focused on paying out shareholders rather than serving customers is a very gaslit feeling 🤷‍♀️
Yes, you are absolutely right. Censorship is rampant on this board. I made a post with a source link about how Telus complaints were up by over 70% and it was deleted. I also made a post about the different “loyalty” deals people were getting from Telus and the post was, of course, never approved.
El-EricCommunity Manager
Hi starchoice​ and pryce56​ - I took a look at your post that you claim was censored. By being a member of the forum you agree to follow our rules and those rules are in place to protect users and for them to receive information rather than having to filter through "noise" about a different topic altogether.
starchoice​ your post broke one of our House Rules - specifically the second Rule.
Saying "_______ sucks" may be valid but doesn't offer any information for us to assist from and it doesn't help the next person that reads the post. These types of posts tend to grow into other people also echoing that ______ sucks so we discourage that type of content as we can't really comment on those posts since we are not decision-makers so the post just exists. We can't remove it because we will be accused (just like here) and we cannot engage with it because we are seen as defensive so it creates a non-productive environment.
Saying "I need help with ______" does give us information that we need to step in and help. Overall comments about the business strategy or decisions are good pieces of feedback but we don't make those decisions here so there's not much we can do with that.
We want to remain productive and helpful to users in the forum and we have to make decisions that are unpopular but there is always a reason why we do something. Send us a message to TELUS_Support​ if you have questions as to why your post was deleted as sometimes we make mistakes. Maybe we can even help with formatting to send the message that you want to send.
I didn't post as our mod handle as I wanted to have a conversation and not just rule with an iron fist but please know that these rules were created due to a situation happening and now just because we feel like it
So I took a look at Rule 2:
“Be Constructive and Don't Misinform
We're here to listen and to help. Please try to help us focus on what we can do to help you rather than simply taking out your frustrations on us. Making you happy is our goal but we will remove any comments that make false or unsubstantiated allegations.”
Your reference to “_______ sucks" is not me because I agree that such a term is not constructive but I don’t use that kind of language so you must be referring to your other customer referenced in your response.
This is a community board and meant for subscribers to help each other. It does seem that Telus staff are helping more so than previously but it does not seem that this board was intended as a means for contacting Telus staff.
Regarding my two posts which have disappeared, they were intended to help “neighbours”. I do not believe that they in any way broke the referenced rule. One post had a source link to support the statement about Telus complaints skyrocketing. So this was fact, not a slur nor unsubstantiated comment. The second post simply referenced “deals” which customers were actually getting from Loyalty. Despite the disparity in pricing, I don’t see how such a post could be other than helpful to those in the process of re-negotiating their Telus agreements…unless Telus wanted to hide this information.
- El-Eric
I was leaving an example, not referencing anyone.
Regarding your post and even this comment. The original poster needs help with email and we are talking about something else so it breaks the rule that you are referencing and specifically this part:
So in your example talking about complaints or the volume of those complaints doesn't give a user the knowledge of how to fix their problem. We also have auto-spam filtering so more than likely your comment was flagged because of the external link. We don't discourage engagement or shy away from constructive feedback that can help us be better.
There's also lots of information online on pricing and it can be found on our website or other forums. It's impossible to hide.
If you have any questions, feel free to send us a DM at TELUS_Support​
