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Another day dealing with Telus support...
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Thursday - last edited Thursday
... another day of complete let down.
I've wasted enough of my time with them. I'm trying to cancel all my services and switch over to Rogers.
My contract is all done and this was the opportunity to renew our relationship.
Sadly, my initial request was for upgrades and a 2 year contract renewal... but this apparently does not warrant any action to be taken on Telus' part.
Spoke to an actual person (again)... promised to call me back (again) ... and no one has contacted me.
Apparently Telus does not want my business.
This is me trying to "give them my business"... I can't imagine how this might play out if I had an actual problem
11 REPLIES 11
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Friday
Hi there, if you still require assistance, please send a private message @TELUS_Support , and we’ll have a specialist review.
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Friday
Did you get any help? I am dealing with the same issue.
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Friday - last edited Friday
Nope, no help.
I wanted to exhibit some patience... some empathy on my part that Telus reps might just be swamped... but alas no reply.
Doesn't seem to matter to Telus what I need... I can't give them money or take it away.
At the very least if they had ANY sense of customer service I would get a reply on my status.
ie. Sorry for the inconvenience, but we are very busy and will get back to you by <some explicit timeframe>
... even if that time was far in the future... rather than "I will get back to you" ... and ... nothing.
Its just a black hole ... talking to an actual live person did not help.
At least with Rogers they when they tell you they will get back to you, they do.
I will try replying to the private message.
If that fails, I will just talk to Rogers and have them deal with Telus on my behalf... Im sure they will be glad to convert me for a 2 year contract.
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Saturday
same situation (my post eerily similar)....are moving to rogers as well
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Saturday
although i did get a 'badge' for doing my first post....looking for suggestions on where i should instruct them to put it
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Sunday
Do you have to pay out your existing contract to move over to Roger’s? I’m thinking the same thing. After they charged me $1400 for a smart lock installation, and numerous emails and calls, I’m done. I’m tired of being promised a call back that I’m never gonna get 😔
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Monday - last edited Monday
When I switched from Shaw to Telus, Telus handled all the details. I’m assuming Roger will do the same… luckily Im on the last month and my contract is over
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Tuesday - last edited Tuesday
An escalation has been raised for my issue. I've given them the exact times when I am available. I'm waiting for them to contact me. I will update this thread as this progresses.
I would hope someone up the Telus executive chain can understand how frustrating this is... this started off as a customer trying to INCREASE the services... and is turning into sheer pain
Timeline so far
March 12, 2025 was the first day of contact with Telus.
March 14, phone contact with sales... install to occur on Wed, March 19th, no show for tech install ... no info given
March 20, phone contact with member retention... said will call back but never did
March 26, telus forum assistance... waiting for escalation contact
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Tuesday - last edited Tuesday
Ooops... last line should have read:
Tuesday March 25, telus forum assistance... waiting for escalation contact
Update:
Spoke to the Escalation Team manager at lunch. He stated that the tech "could" be by 3pm-6pm (PST) today.
I will be leaving early from work to make this appointment.
Notes:
From my contact with Telus support (here), I was asked:
"the best time you can be reached during the day?"
where I replied with a list of available times:
Tuesday: 9am-11am, anytime after 3pm
Wednesday: 10am-11am, anytime after 4pm
Thursday:9am-11:30am, anytime after 3:30pm
Friday: 9am-1pm, anytime after 1:30pm
Saturday and Sunday: all day
For some reason, the escalation manager contacted me at 12 noon lunch today, right in the middle of a business lunch (!). So yeah, I could have ignored the call, just would have appreciated my time schedule being respected since I was asked when a good time would be.
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Tuesday
Hi
We won’t be back at the house until April 4, the day we have the on site ‘reconnect’ set up.
tks
Sent from Outlook
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Tuesday - last edited Tuesday
Nope, I apparently heard wrong over the phone (at lunch)...
The Appointment is set for April 2nd between 3-5pm
I rushed home for nothing. Which was why I specifically asked NOT to be contacted during this time 😠
Anyhoo... here we are.
March 12 asked to INCREASE services.
April 2nd is the tentative date for those services (Im not going to hold my breath)
I cannot blame the phone or forum contact folks, it is really the managers and exec team who allow this pathetic level of service to continue as a representation of the Telus company at large.
IMHO, there should never be a barrier for new customers to join OR existing customers to increase their levels of service. Signing contracts, subscription-based services should be an extremely high priority ... it just does not make any business sense to roadblock money coming in.
I can only speculate that the Telus exec org is filled with a bunch of "cover your butt" and "yes" people who are all incompetent at what they do ... and someone high up really needs to clean house because this level of incompetence is unsustainable as a company.
