Impossible to reach customer service - so frustrating!

[mickhood16]

Why is it impossible to get a hold of an actual agent over the phone? I want to discuss a billing issue and cancel a service and I've waited hours without anyone picking up. The online chat sends me a text saying someone will be in touch and that also went nowhere. Telus never used to be like this - I could usually get a hold of someone immediately or request a call back. What happened? I've even sendta facebook message and no response there either!

[Minimilli]

Tech support from New Delhi kept me on a call for 1hr 50 min for 2 fairly simple tasks.  Not sure what his motive was -he just talked about life, asking questions etc while he said he had to just wait for things to go thru.  I wanted to make sure he did what I asked do I put up with the ridiculousness of tge situation-but thought -wow, this is why the wait times are so long!!

[Minimilli]

Tech support from New Delhi kept me on a call for 1hr 50 min for 2 fairly simple tasks.  Not sure what his motive was -he just talked about life, asking questions etc while he said he had to just wait for things to go thru.  I wanted to make sure he did what I asked so I put up with the ridiculousness of the situation-but thought -wow, this is why the wait times are so long!!

[LanYar]

Agreed. Have service issues myself and trying to report it but just leads to that stupid chatbot telling me to restart the modem over and over... useless. Can't even report an issue. Thinking of going back to Shaw.

[TELUS_Support]

Hi there, if you still require assistance, send us a private message and we'll do our best to help. 

[LanYar]

I spent 2 hours on this yesterday with support. In the end it was determined from Telus end that my IP was conflicting with someone else who was using the same IP as me. Decision to send a tech to my house was made BUT there COULD be a $175 service charge for the visit and it was up to the service guy if it would be waived or not. I said "I am not willing to risk having to pay $175 for a problem" that is not my problem so now there is no resolution and I am looking at switching providers.  I don't understand why conflicting IP addresses is my problem and why it can't be resolved on the backend. SEND the ticket to tier-3 support and have them resolve the conflicting IP issue! I have been disconnected from the internet over 20x already today. This problem started Jan 18th. prior to that, zero issues.

I also can't figure out who or how to escalate this issue within Telus either. Leaves me no choice but to look for another provider.

[TELUS_Support]

Can you send us a private message with your account details? 

[LanYar]

Apparently not... I am not sure if the message sent. Initially it said there was improper HTML in the message and then it said I reached my private message limit.