HORRIBLE SUPPORT!!!! 45 Minute Wait Times on Phone, 45 Minute Wait Times on Live Chat!!!

SOLVED
Friendly Neighbour

HORRIBLE SUPPORT!!!! 45 Minute Wait Times on Phone, 45 Minute Wait Times on Live Chat!!!

First and foremost, if any Telus agent is reading this, cancel my service effective Monday, July 5th.

45 Minute wait times on both Phone and Live Chat support are unacceptable and that always seems to be the case.

The Live Chat window doesn't pop up, instead it's integrated into the **bleep**ing web page so if you accidentally navigate away you lose all your previous conversation and chat history. Brilliant!

No option to Email support? No call back feature?

YOU GUYS ARE A JOKE.

Shaw answer the support phone in 5 minutes or less every time I call, so I've just ordered there service in place of Telus.

See ya, Telus!

Reply
1 ACCEPTED SOLUTION
Community Power User

To cancel your services you must call and speak to an agent. Your account is not cancelled by requesting so in a forum post. You can easily open another tab, so you don't "lose" the page.

 

As an ex Shaw customer the grass certainly wasn't greener coming from there.  Customer service there was non existent and issues were never resolved after 2 years at one location i lived at. One day i had enough of my TV going out 15 times a day and internet constantly congested on a saturated node. I sure won't miss their 2 time a year price increases either.

 

As with any company they all can have wait times, Shaw isn't immune either. "The pre recorded, we are experiencing higher then normal call volume" and the call back didn't always work.

 

FYI i just called telus and after navigating the prompts i was connected to a CSR Rep. Live chat i was que 3

 

If you wish to email them and address your concerns visit:

 

https://www.telus.com/order/contact-us/en/escalates.jsp

 

 

 


Find a post useful, please click on "Like" to give the author recognition or mark as an accepted solution.

View solution in original post

Reply
26 REPLIES 26
Resident

You got off lucky.  Try 2 hours in hold.  No call back option. Telus won’t be in business much longer with such terrible customer service.  Write CRTC to complain.  When I did finally reach someone they couldn’t help me and transferred me to Customer loyalty.  No loyalty here,,  

0 Likes
Reply

Old thread, but yeah, get the CRTC involved again, (tho I'm unsure such a thing is within their mandate, and should not be), with the result you'd start getting charged per minute to be on hold and your service charges would suddenly (unexpectedly!!!!!) skyrocket. Cat Tongue

0 Likes
Reply
Resident

Here are my issues.  For the last couple of years Telus makes about 3 billing errors a year on my account.  That's bad but what has  really pushed me over the edge is then having to waste hours waiting to get through to a customer service rep to get the issue corrected.  They don't offer a call back option so i need to sit there on the phone, and while the website suggests that there is a 'chat' function to text with someone to sort out your issue, in fact that option doesn't exist anymore and clicking on the 'chat' box does nothing.  The people i talk to once i finally get through are so nice and helpful but they're just the front line staff (probably making peanuts to get yelled at by irate consumers) who have to clean up the mess created by the people running the show (who are getting paid 6 and 7 figure salaries).  It's the people in the billing department and whoever is responsible for creating and managing the entire Contact Telus structure that should have to spend a day on the phones speaking to irate customers.  The CSRs realize how crappy Telus is with their customer interface and the woman i ultimately talked to apologized profusely for the delay getting through and almost begged me to go on this site to write a comment about all that is wrong with Telus.  I'm so mad right now with the constant billing errors and time i waste getting though to get them fixed that i'm inclined to leave Telus.  YOU SUCK!

Reply
Helpful Neighbour

Re: We got problem sorted out! Thank you TELUS

0 Likes
Reply
Resident

Must contact new service.  Get right away.  Isn't it obvious?  Want your money then....

Reply

Everybody has peak times and non peak times.  They try to staff things as well as they can. I've had fast and slow response times on both Telus and Shaw.  Right now, for example, I am on the line with Shaw which I'm told will be an hour.  However, Telus is unable to deliver sufficiently fast internet or sufficiently usable TV (yes, I did have it for a year) so I'm stuck.  However, I'm on hold using a Telus mobility phone.

 

The issue I do have with Telus support is their overseas call centers.  If your customers are in Canada, your customer support should be in Canada. Period.  Rogers and Shaw seem to get this, Telus doesn't.  The last time I reached their support center in Central America, the CSR was unable to answer a question about MMS messaging because he DIDN'T KNOW what it was - and apparently had no way to find out.  And it isn't the first time I've reached that call center where the knowledge isn't there.  So MY issue is, that after one has waited on hold, make sure the person on the other end knows their stuff!

Reply
Resident

On hold for 93 minutes and counting.. (on my cell, though kept far away to reduce radiation...) 

 

THEIR SERVICE SUCKS, SUCKS, SUCKS !!!!

Reply
Neighbour

I hardly ever call Telus but lately I've had to call a few times and everytime I waited at least 45 minutes.  One was to add call forwarding and the next time to remove it and add call display, once was up upgrade my internet speed.  I should have to wait to spend money.  Not a good business model.

Reply
Organizer

I called in about the 'switched to 1GB connection, got 'data exceeded' a week later' problem I posted a thread about and hung up after 35 minutes, then tried again later and hung up after 45 minutes.   Tried the chat and was 11th in line...

 

Went on Twitter and posted about it and got a response within two minutes. 

Reply

The hour + waits is indicative of all the unhappy customers seeking and NOT GETTING help.

 

Of which I am one

 

Still NO help with my issue they pretend to be unaware of it when I call , its pathetic


My iternet speed is at 0.8 mbps with constant drop in service. They Suggest I buy a more Expensive plan !! WHAT A JOKE

Reply
Resident

Customer support wartime seem to have gotten even worse.  Waited over 2 hours yesterday.  Went through the whole loop of recorded music and finally gave up.  Same thing today.  It's no help to have the recorded voice of an obviously grossly understaffed service tell me that "we understand that your time is valuable".  I know support isn't a profit centre but there is a limit to how much a good business can continue to frustrate its customers.  

Reply
Coach

I have also had terrible trouble connecting with Telus. Once I was on hold for 2 hours before getting a "We're sorry, we cannot connect your" message and a hangup.

 

It seems to me that I remember some deal whereby the CRTC monitored telephone wait times for cable companies, and fined them if they averaged more than some ((short) time. Was I dreaming that? Are those rules still in effect?

Reply
Resident

If I could cancel right now I would!!!  can not wait for my subscription to expiry!!

Reply
Advisor

Ironic:

 

TELUS Awarded Lithy for Excellence in Customer Satisfaction

http://forum.telus.com/t5/Neighbourhood-Blog/TELUS-Awarded-Lithy-for-Excellence-in-Customer-Satisfac...

 

 

Reply
Resident

I agree. The worst support I have ever experienced. 1 hour and 35 minutes on the phone mostly on hold being passed from department to department. Simple port forwarding question. Shaw is soooooo much better. As a consultant, I lose money every time I encounter Telus internet. I'll be recommending the clients switch to Shaw or I'll have to add $200 for my time in resolving Telus issues. I have never had to make more that one call to resolve a Shaw issue. With Telus I am on my 4th call and no one knows the answer.  Last recommendation was to try calling Actiontec.

Reply
Community Power User

Port forwarding in most cases is not something that tech support offers support for. Judging by the forums, depending on which device you have it may or may not work depending on what you're trying to do. Bridging the gateways (T1200/T2200) is also an option and it's not hard to find in the settings.


If you find a post useful, please give the author a "Like" or mark as an accepted solution if it solves your trouble. 🙂
0 Likes
Reply
Community Power User

You could have had the callback feature, use online chat or simple to post in the forum..

Since a simple question on port forwarding, you could have received an answer here. You clearly know how to make a post..

Shaw support is some of the worst especially if you have issues in your area. They prefer to leave customers in limbo and say nothing. If you complain on social media or their forums. It's highly moderated to only show the roses and nothing bad.

Try posting something negative and truthful and see how long the post stays up. Chances are they'll remove the post give you a warning and permanently ban you on all social media.

Great company... 😀

Find a post useful, please click on "Like" to give the author recognition or mark as an accepted solution.
Reply

Wow, that was super helpful. Trash the competition. Do you work for Telus? 

Reply
Community Power User


@GregM wrote:

Wow, that was super helpful. Trash the competition. Do you work for Telus? 



No i was a Shaw customer for 9 years before. Just a normal customer like you, i had enough of their excuses and lack of fixing things. So i took my money elsewhere 2 years ago. Best decision of my life.

 

Node saturation for years, many days i couldn't even watch a YouTube video let alone do any real work at least 10 days a month. Don't get me started on their Beta software in the PVR and constant pixelation and hard rebooting.A person can only take a discount for so long before going elsewhere. Shaw basically said it is what it is. But took my money no problem.

 

I've been on both sides of the grass, and for me Telus works out to be the better provider for me.


Find a post useful, please click on "Like" to give the author recognition or mark as an accepted solution.
Reply
Community Power User

To cancel your services you must call and speak to an agent. Your account is not cancelled by requesting so in a forum post. You can easily open another tab, so you don't "lose" the page.

 

As an ex Shaw customer the grass certainly wasn't greener coming from there.  Customer service there was non existent and issues were never resolved after 2 years at one location i lived at. One day i had enough of my TV going out 15 times a day and internet constantly congested on a saturated node. I sure won't miss their 2 time a year price increases either.

 

As with any company they all can have wait times, Shaw isn't immune either. "The pre recorded, we are experiencing higher then normal call volume" and the call back didn't always work.

 

FYI i just called telus and after navigating the prompts i was connected to a CSR Rep. Live chat i was que 3

 

If you wish to email them and address your concerns visit:

 

https://www.telus.com/order/contact-us/en/escalates.jsp

 

 

 


Find a post useful, please click on "Like" to give the author recognition or mark as an accepted solution.

View solution in original post

Reply