Forum Discussion
Terrible customer service
For all of you that are looking at getting a good customer service from Telus, don’t expect it anytime soon. I’ve had over 15 phone calls trying to get a new service installed at an our new house that we’re moving into May 1st. My first phone call was January 28 to set up all new services and almost 4 hours on the phone. We finally got it all set up, new fibre install on May 1 new install for all services May 4. I thought everything was great until the following week when we first got our new optic boxes sent to us in the email even though I said we weren’t moving in until May 1 and then we found out that the fibre drop was scheduled for February even though I repeatedly told the 1st agent they COULD NOT GET ACCESS UNTIL MAY 1. The outside contractor, Ledcor cancelled that service. I contacted another service agent at Telus and I was told to call back on April 23 and rebook the fibre drop and everything would be great. OK thought it was completed at that point I was mistaken. We got our February bill for our current house and discovered we were now being billed for the new service which hadn’t actually been installed yet. Had to call back and they gave us a credit on the amount of money that we’ve already spent on a service that we have not had installed. Then I got a callback saying because the fibre had to be canceled out May 4 install day was cancelled. 2 hours again on the phone, 3 agents this time before they came up with a solution. Credit our account for the amount of service not being delivered, book fibre install for May 1 and leave our May 4 installation day for services. Great
4 Replies
Thought everything was solved. Nope got a phone call back the following week saying oh because we haven’t had the fibre installed they’re cancelling our appointment on May 4 for the install of the services. I called back again to once again figure all this out. 2 more hours on the phone. Was told that they’ve set up the fibre drop and they will have the fibre contractor contact me. They did this past week and once again I said we don’t take occupancy until May 1 and they told me they will have to get an extension as once they get the order they need to do it ASAP. Today got a call back from Telus and for the first time, I heard that they need at least two weeks after the fibre drop has been done to schedule our install so now our May 4 appointment has been canceled. It had been moved to May 5. That’s been canceled. It’s then was moved to May 6 that’s been cancelled and now we have it on May 15.
This entire experience has been frustrating beyond belief. I strongly urge you not to use Telus and if you need to book services phone a week or two before not what I did which was several months before to get it all set up, thinking I was doing the right thing. Obviously I was wrong. If I could, I would never ever use Telus service again. This is absolutely ridiculous and I hope a supervisor is reading this and I hope you can figure this out because this is not a good experience. I’ve had numerous conversations and for the very first time today two months after I’ve initially booked the service I found out that no what I was told in the very first phone call was wrong and every problem encountered throughout this experience was due to a mistake during that conversation.
Every person I’ve talked to has been apologetic and I do believe tried to help, but the reality is I’m still frustrated and have wasted far too much time and energy on what should have been an easy move. The final straw today was when I asked about cancelling the parts of the “contract” which I NEVER ASKED FOR I was told if he did that I would have to cancel everything and start again. It was best that I told the installer when they come to install the services (internet, security system, Optik TV) on the 15th of May that I don’t want certain stuff and I want other things added (window/door sensors and additional outdoor cameras) and then I have to call back in and cancel the services I don’t want. What an absolute stupid system. And I have to call in on April 25-30 to cancel all of the stuff at our current location as well as go around and remove all devices and send those back to Telus. WTF
So I guess I have to wait until May 15 2 weeks after moving in to get the services I booked back in January. This is not how you should run a company. When I asked how they were going to make this right expecting some discount or loyalty reward, I was told sorry it was my fault for booking so early. 🤦♂️
TELUS_SupportOfficial Support Team
Hi bcargnel - we want to make sure we help sort this out. We'll send you a private message to assist you
