Forum Discussion
Technician appointment
Telus scheduled an appointment for a technician to set up my wifi today (I am in a newer building, with pre-wired Telus setup), for some reason it is not working) from 11 am-1pm. No one showed up. I phoned Telus. I spent three hours on the phone, mostly on hold. The first agent said I "only supposedly" had an appointment, despite a scheduled appointment showing on my account online and despite me receiving numerous texts over the past several days telling me to be home during the appointment time or I would be billed $200. The agent said that in fact no technician had even been scheduled and dispatch had no technician to send out. I requested escalation to a manager, who put me on hold for an hour, then came back to tell me that a technician would attend today. It is now 5:30 pm. How late do technicians work?
Why is Telus scheduling appointments that are no-shows? I note that this is an appointment to fix a new Internet service that was supposed to be activated remotely on August 1, but wasn't. I have been waiting every day since then for a Telus technician to show up (as promised by managers). Today was the first scheduled appointment, so I expected a technician to show up. There is no one to call, no one to help. What is going on with Telus?
2 Replies
A Telus technician finally showed up, ten days after I moved in. The technician assured me I would not be billed for his attendance and made notes on my file to ensure I would not be billed. Despite Telus managers also assuring me many times during my phone calls that I would not be billed for the time I was without wifi service, and promised me a credit for my trouble, and that I would not be billed for the technician's attendance, I received my first bill one week after the technician attended: $240.27. Of course, I was billed for the technician's attendance. Of course, there was no credit. Of course, I am left to try to reach someone at Telus to correct the mess. No one has answered my chat messages.
I do not think that anyone I spoke with at Telus during my many phone calls knew what they were doing. I don't think they had any responsibility. I don't think they were managers/supervisors at all. Does Telus hold their employees accountable for their promises to customers at all?
- C_Fun
Community Manager
Hi there, thank you for sharing this. We completely understand how frustrating this experience must be, and we're truly sorry for the inconvenience and time you've spent trying to get this resolved.
Our technicians typically work until 7 p.m., but appointment times and availability can vary by region.
Please send TELUS_Support a private message with your account details so we can investigate what went wrong with your appointment and ensure your services are set up correctly.
