Does Telus even respond here?

[Yerboguy]

Why does it surprise me that this forum doesn't have a category for support.....anyways....

DOES Telus actually ever respond here? Or is it as big a waste of time as waiting on hold on the phone for an agent for an hour EVERY TIME. Do not say that it is high caller volume because it is ALWAYS that long to get through it seems. Pro tip: Respect you loyal paying customer and HIRE MORE AGENTS. Ad if you won't do that don't screw up my bills and holiday pause requests. And by the way, in my case your call backs do not work. Every time I request one the phone rings, I answer, there is no one there. Then I receive a message saying they will call again 2 times. This happens again 2 more times and back to waiting on hold for an hour I go. 3 weeks ago I spent an hour and a half to resolve a billing issue where they were over charging me. 3 days ago I spent an hour to get through, Telus had not activated my vacation pause even though I had done it online and then confirmed it when I had to call about the billing issue. Then 1/2 an hour of talking to an agent who I could barely understand and insisted for the 1st 10 minutes that yes I had requested the pause in service and that therefore it mush have been done. Except I had had my brother in law go and see if the wifi still worked. It did. She goes to her manager, comes back and apologises and says they will do the pause and refund me any billing for the period in question. Like doing the absolute minimum was some kind of gift to me. Then I was offered a $15 credit. I asked what that amount was based on, she replied that it was the price for one month of the pause. Well, last year it was $5. A 3 times markup in one year? Back to manager she goes. Manager insists it was $15 last year. But while waiting I had looked at my bills from that time. Yup, $5. Is the manager lying or incompetent? Who knows. Now the agent is sounding sheepish. I say, you can't expect me to have spent 3 hours on the phone in the past few weeks to charge me 3 times as much as last year and offer me a measly $15 when I am fixing YOUR problem. (By the way, I was calling from France and it is expensive to call and is, at the time, 11 PM here). She offers to put me through to customer loyalty. I say 'how long will that take, she says '5 minutes'. I say 'I imagine more than 20'. She transfers me. An hour later, I get cut off and 10 mins later go to bed. 30 mins after that the agent calls and leaves a message explaining they had had an issue at their office and kindly requests that I call back?! REALLY? Quite the never. How about spending 4 hours on the phone to try to get a hold of me 1st like I have already done to get a hold of you? 

So what do you say Telus? Make an appointment via email to call me and resolve this farce so I can avoid another 2 hours on the phone when I am supposed to be enjoying my trip? It is the least you can do. And since doing the least you can do seems to be a priority with you, it should work out well.

[Yerboguy]

Figured so. Thanks. I guess hah.

Sent from my Galaxy

[kamathv]

I find Telus support irritating.. The Chat AI is messed up and will try best to prevent you from chatting with a agent.

Best way is to tell the AI chat bot you want to cancel and they will come back asap

[A-B]

Hello. That's definitely not the experience we want our customers to have. I'll send you a private message to discuss further.

[ismith391]

I received an upgraded pvr box and wireless boxes.

the pvr freezes every hour and must be unplugged and re-initiated each time.

I spoke with 3 different techs who did the exact same thing and re-installed software and restarted .

Still does not work. Asked to send replacement of the faulty PVR box.

was told they would call back to check, twice. They still have not.

I have placed a call twice daily for the last week to resolve this and am told that a call will be returned within an hour.

Have not had a reply in 7 days now.

Telus # for complaints and speaking with supervisor is “out of service”

Telus has cost me MANY hours of wasted time and is a terrible company to deal with.

I need this resolved and a refund for the last 2 weeks of optic tv extending until this is finally resolved

[TELUS_Support]

Hi there, can you send us a private message so we can look into this with you?

[ismith391]

Hello,

Yes I really need help and have become frustrated.

We purchased new Sony smart TVs a month ago.

I called Telus to upgrade our wireless video boxes and PVR as some were the same since 2015. I requested 3 boxes in total. I originally had 4 but did not need them all.

You sent out only 2 boxes total. A UIW8000 pvr and a single UIW4001e wireless box. I called to respond when they were sent that they did not appear to be your newest boxes available so you sent out 3 boxes that used “cloud storage”.

I connected these and downloaded the necessary software and upgrades.

I found these new boxes unacceptable. We had only 1/2 the channels 1 through 900+ that we just previously had and no upper channels in the thousand series ( no 7000+ music/no 9000+ HD)

Also the MAIN reason we chose Telus vs our original Bell and then Rogers was due to the program guide display with the “Picture in Picture” of the channels you are checking out. The new “cloud boxes” did not have these features so I connected the original newer 4K PVR box and the single 4K wireless box that you sent out and returned the 4 old boxes and the 3 new “cloud” boxes that you sent out.

I have had nothing but problems with these new boxes.

The TV picture “freezes” at least once per hour whether watching recordings or live TV.

I must unplug the new PVR and wait 5 minutes or more to re-initialize EVERY HOUR or so.

The 4K wireless UIW4001 keeps saying that “recording list unavailable. Make sure digital box and recorder are connected to the network”.

Then list becomes available but will not play.

I contacted Telus Oct 13 and the tech reset the software and re-installed. I asked if perhaps the new PVR box was faulty and needed to be exchanged or perhaps my existing wireless modem needed upgrading.

He said that I needed to try these repairs first to evaluate and that he would call back in 2 days to see how it worked.

It DID NOT resolve the problems and channels and recordings continued to “freeze” hourly.

The new tech who called back on the 15th redid the same reset and re-install and said would need to check it out again before sending a replacement Wireless 4K pvr. She had me send her a live video of my boxes and wireless modem to confirm equipment and connections. She said that she would call me back at 4-4:30 that same day to check. She Did Not call back. I then received a text that she Would call the next morning between 8-9 AM so there would be time to talk. She Did Not call.

I have made my self available to a waste of my time.

I have made 2 calls daily on October 17, 18, 19, 20, and again today the 21st and was told that due to wait times my call would be returned within an hour. The only time I got through to a tech on the 18th said that they could not send me a replacement 4K PVR and transferred me to wait on “hold” for 1 hour before I hung up. Not A SINGLE return call has been received to date.

I cannot continue to try and contact or deal with Telus help via phone.

I request the following please:

Could you send out ASAP a tech to our house to install and ensure that the equipment works.

I require a new replacement 4K PVR and 2 other wireless 4K boxes.

Perhaps a new 4K wireless modem.

I also feel that my optic TV bill should be drastically reduced for the month of October and until all is properly resolved.

Place respond to verify that you have received this email and that something will be done to resolve this continuous problem.

Thank you

Ian Smith

[mod edit - private info]

[TELUS_Support]

Hey @ismith391 - This was not a private message so we will send you one so we can assist