Forum Discussion
Wasting my time.
I just had a call from a Telus agent trying to get me to switch to a 5G home service using the ZTE MC8010CA.
At first I said I wouldn't be available to do an installation immediately, but could I look at the offer online. He says no, it's a special phone-only thing for existing customers. I'd tried a 3G device a couple of years ago and switched away. Now it seems there's 5G service here; I hadn't noticed, my phone uses LTE.
We talk some more and it sounds interesting, so we discuss details. I find a device manual online to look at later. Then he puts me on hold to find an installation date. Then can't find one. Then calls back to say he still can't find a date so he's cancelled the order.
I ask can't he just send the device. He puts me on hold to ask someone. Apparently not, it needs an installer. I don't want an installer, I don't want to drill holes in my house until I've evaluated the service and decided to keep it. So now I'm on some call-back list in case an installer is available sometime in the next few months.
He had my address and knows where I live (in the Gulf Islands). So why could this procedure not figure out that no-one would actually be able to get me a device before wasting an hour of my time this evening ?
4 Replies
The agent called back the next day. Now it seems they can send me the device for a self install. 'm supposed to do that at a particular time. We'll see how that goes.
TELUS_SupportOfficial Support Team
Hello adaviel, first off, I completely hear your frustration. Spending an hour on the phone discussing a solution only to hit a logistical dead end is not the experience we aim for—especially when you were ready to give the technology another shot after your 3G experience. We generally avoid "Self-Install" for 5G Home Internet in your specific region because the "fail rate" is high. If you plug it in and get 1 bar of service, it’s a poor experience for you and a logistical headache for returns. We want to ensure that if you switch, it actually works better than your previous 3G/LTE experience.
We appreciate your feedback and keep us posted regarding your decision.
Thanks. I don't have 5G on my phone so I can't really test the signal ahead of time. I'm 3.5km away from Mount Parke, which I believe is your cell tower, with trees in the way. I had thought that 5G needed a closer distance. We'll see how it goes. Per my other reply, the agent called today and we set up a delivery.
- TELUS_Support
Thanks for the update and feel free to keep us posted adaviel !
