Forum Discussion
Security (ADT) Upgrades Required Due to 3G Going Away
I have received at least 2 registered letters and more than half a dozen calls on the need to upgrade my old ADT solution because cellular 3G is going away. I keep getting calls despite the follo...
A-B
Community Manager
Community ManagerSorry you had issues with the call.
1. Our escalation managers, like our frontline, always require for accounts to be authenticated/verified. This is a practice that has been implemented for years and years and years. Despite what some may say online or what people like to say, this has always been the case and is for our customer privacy and protection. Our team will always want to 100% verify the identity of who they're speaking to before divulging any info or making any changes to an account. TELUS is not the only company or place where a password is needed before anything further can be done.
2. That 'escalation manager' is just that. An escalation manager. Not 3rd party. TELUS.
3. Our escalation team may indeed need to verify with appropriate teams to confirm that the information they provide is 100% accurate. Otherwise, what is the point of having the conversation.
Have a great day.
A-B I appreciate your help but your comment of "TELUS is not the only company or place where a password is needed before anything further can be done." does not resonate with my experience. Yes, I'm asked to authenticate with information over the phone but not a password. I may be asked to login during a chat session with this is an out-of-band request to a separate app and not part of the chat. The chat agent is notified when I've been authenticated. My experiences come from dealing with other telcoms and banks.
My main point in all of this is are the people contacting me about upgrading are not referring to my 3G cell service as the fallback Telus connection. They don't even acknowledge I have an internet connection and seemed confused when I mention it. It tool the escalation manager to confirm this. The front line people should know. IMHO, Telus is not being completely transparent on the impact of loss of 3G sometime in the future on existing ADT users.
