Forum Discussion
Support Issues
I was moved from copper to fiber a year ago (mandatory apparently). This line is primarily used for a fax machine for my business. Since the move to fiber, 9 out of 10 incoming faxes fails the handshake and I miss the fax. I am getting constant calls regarding businesses trying to send faxes and they are not coming through. I called telus earlier this week and was on with support for an hour (mostly just on hold). Eventually I was told this would be escalated to their copper/fiber transition team and a callback was set for Friday between 6:30-7:30pm. Guess what, no call. So I logged on first thing this morning and setup a callback with support for 1:30 today - guess what - no phone call.
What a waste of time and pathetic support from Telus.
Shame on you.
8 Replies
other than the CRA telus has the worst customer support on the planet.
Just keeps getting better. Telus…..LOYALTY called me and asked how can they keep my business. I complained so they moved me to tech support where I had to start all over explaining the issue. I was told there is no such thing as a copper/fiber transition team and that the guy I spoke to is the only tech support level. He knew nothing. Didn’t understand what I was telling him regarding my troubleshooting so far. Said there are no errors on the line so it must be my equipment that’s the problem. And topped it off by telling me to try to turn off a setting in my fax machine that is non existent because fax machines are analog, not digital. Way to go Telus!!! Thanks for having your customers’ backs.
- no support
- no knowledge
- must be customers fault
Time to start looking for an alternative and drop telus.
TELUS_SupportOfficial Support Team
Hi davidms121 - we'd like to have a look at this issue and help resolve it. We'll send you a private message to assist
Are you in DM contact with Telus Support here? Issues get moved to DM and we never hear how a problem is resolved. I suspect there are not enough tech support that can resolve issues. There is an army of basic problem solvers.
they did dm me initially and say tech support would call me - instead loyalty called me. I haven't heard anything since.
Not resolved yet. Once again they have scheduled me for a call back on a Friday that may or may not happen…
- TELUS_Support
I see, please update us on Friday David.
- TELUS_Support
Hey davidms121 - we’re sorry to hear about your experience, that’s understandably frustrating, esp with something as important as your business line. We’ll be sending you a DM in a bit to gather a few more details and take a closer look at both the fax issues and the missed callbacks.
