Over the past few days, I've had to contact Telus Business Connect support by phone at 866-558-2273. I press 1 for english, dial my billing phone number, then press 3 for tech support.
Of the past 4 or 5 times I have called, my hold time has been exactly two hours, 0 minutes, and 0 seconds; no more, no less. At the end of the two hours hold, the Telus IVR voice comes on, says "calls are recorded for quality assurance purposes," and my call instantly rings through. It's so reliable that I actually call in, put the call on hold on my handset, and then make a timer to come back to the call in 1h 58m.
The rep I ultimately reach often is not a rep for Business Connect. I have reached reps for Telus Secure (building security cameras), POTS copper phone, Office Internet, etc. One call, I was actually put through to an empty room where I could hear the sounds of domestic life and barking dogs. I heard that for about 30 minutes before I heard what sounded like someone fumbling with the handset and then I was disconnected. I have started to record my calls through Business Connect to build proof that this weird call handling is systematic and repeatable.
Have I discovered a weird function or bug in the Telus phone tree that my call gets dumped over to any warm body as soon as the two hour mark hits, regardless of the department? Has anyone else discovered this? Is there a more reliable way to contact Business Connect support?
@WestCoasterBC I'm Medium/Large business and I don't have a chat option. I only have a request callback via email option. Those callbacks usually take 3-5 days. Sometimes, I never get a call back.
If I try to use the chat, as soon as I give the chat CSR my account number, they direct me to call in and they wrap up the chat with me.