Our business split about a year ago. My location decided to move to VOIP. Worked with sales to get what we thought was the correct equipment and package for our needs. At that time advised them of the split and name change. White Glove service came out and advised we had the wrong services for what we needed. No problem, contact sales and upgraded services but never got clarity as to what we received for specials and such or if the deal the salesman gave us came through. Asked about name change and was advised not their department. Started getting bills for old system and new system. After four months the old account was corrected but never got a great analysis of charges as to what was owed and what was reversed. Again requested name change and told it was in process. 9 months later, multiple "escalation" emails sent, numerous phone calls with people who are out of country so on different time of day, or getting hung up on as being transferred to another department, or not getting a number to call as staff are working at home and still no clarification if we have received all the benefits we were to supposed to get, or clarification if we have received the credits we were supposed to. Still name change is not done with no answer. Every time we call or email we start from scratch as nobody seems to keep record of what has been done or they can not access it. Is this a Connect issues, has Telus expansion and growth left their customer service behind, or is it a time for change? I agree the COVID has impacted all of us but business does need to go on and we have all had to adjust and adapt. Are people having similar experiences?
Ditto for business internet contact. Cannot reach anyone unless you wait for an hour between 9am-5pm. What happened? Self serve is fine unless telus screws up your bill with extra fees and complex billing bundles. To hell with them.
Hi there, sorry to hear that you've both had difficulty in getting the help that you need. I'll be happy to get you in touch with an expert to resolve any issues and answer any questions that you may have.
@Kevin5 Please send me a private message with your business name and contact information, and I'll have someone get in touch.
@IhateTelus11 Please also provide the details of the problems that you've been having with your internet.
We are still waiting for changes to be made and multiple escalation emails get us no where as we have not received a response. Main outstanding item is simply to get the correct business name on the account. Every time we need to make a change to hours of operation we have to jump through hoops to talk to technical support as we don't have anyone that can provide instructions. We have worked around other issues as needed. From an internet perspective we purchased 5 static ip's as this is what we required for our security and server set up. After working with a Telus onsite contract rep we were told the firewall and Telus system would not work so we had to work around with extra firewalls and older tech. In terms of billing I guess I have to assume I paid correctly for what I got and what discounts I was supposed to get.
Hey Todd, thanks for the extra information. I'd be happy to get you in touch with someone that can help resolve any outstanding issues. If you can send me a private message with your business name and contact info, we'll have someone contact you at a time of your convenience. Thanks!
I want to chime in that this is not an isolated problem. Telus seems completely unwilling to support this product, even the most basic of questions can't be answered by their support agents, if you're even able to get one of them on the phone.
The level of service we've received is absolutely unacceptable, shocking even. We've now blacklisted Telus for any additional services, and will be migrating to RingCentral when our team has time to make the switch.