We moved house end of July and brought our old modem along (as per Telus). Had some issues getting it up & running, but we did in the end. We started noticing that the internet would drop and lag. On 27th November, I call Tech Support and spend an hour on the phone with a tech. He runs tests and concludes that my modem should have been updated. He orders a new modem, which he will ship via UPS (Canada Post is on strike) and that it can take up to a week. Great. I never received this modem.
On 19th Dec, I call customer service. There seems to be ltd info on my account re. the previous call and I have to re-explain the issue. The agent will send out another new modem via Canada Post (3-5 business days) as 'Canada Post has resumed operations'. Needless to say, I did not get this modem either and continue to have issues with my internet.
Called Telus again 16th Jan 2025 and after an hour on hold, speak with an agent for a few minutes, explaining the situation. Her solution is to try and sell me a 'better internet plan'. I tell her that it's not the plan, it's the modem as per their tech support. She tells she will connect with Tech Support to see what is going on. After another half hour on hold, I hear the line click open and then disconnect !
So, I have spent hours upon hours on hold with Telus, have paid for a higher quality of internet that I'm not receiving and am no closer to a solution! I have been a customer of Telus for 15 years and am now considering switching to a different provider as this is ridiculous. Any tips on how I can this new modem they have said will fix this issue, without having to spend hours on the phone again?
