Landline does not ring on incoming calls, outgoing work fine.

[bevinbrtz]

First, it is NOT the phone that is the issue. When you try to call the landline you get a message "this customer is not taking calls right now" or " the number you have dialed is not in service".  My parents just moved to a retirement home, they wanted a landline and the same number so we have tried to move landline over to the new address.  It has been 20 days since I was assured all the services would be transferred, and when that day had come and gone, and I heard absolutely nothing from you know who, I called them.  And since the tech came out and supposedly got the landline up and running it has been 14 days.  So 20 days without a landline - no, they will NOT be paying for it.  Following is what I wrote to  Telus management on November 4th.  Supposedly they will contact you within 2 business days.  It is now 4 business days later; I have heard nothing from them, so I sent the same message again today. 

The message: I am trying to get services moved for my parents, 90 and 92 years old, as they moved out of their home to a seniors home.  I used the online tool, and that assured me that the services were available at the new address and I set up a date for them to be moved.  The date came and went and I heard nothing from Telus and nothing was done.  So I called.  I spent over two hours on the phone, mostly on hold, only to get told that neither internet nor Optik TV were available at the new address, despite the online tool having told me that they were.  But my parents still wanted the landline hooked up, so I made an appointment for a tech to come.  I waited the entire hour during the agreed upon window at the new site, was about to leave, went out and the tech was just getting out of his truck. Others said he had been sitting there a long time, yet he had made no attempt to contact me.  He came in to the suite, was there less than 5 minutes and said it was good to go.  Well it was not.  Outgoing calls work fine but incoming phone calls do not ring.  If you try to call the landline # you get a message saying "this customer is not taking calls right now."  I have tried to contact Telus several times since then, and finally thought I was getting somewhere today but when I get the callback it says press 1 to speak to an agent,  which I do, then I get a message "sorry, we didn't receive your response".  Three times I pressed 1, three times I got the same message, then the call is ended.  And yes, they call me back, and the same thing happens.  I know I am pressing  1, I can see it right there on my phone....  This whole fiasco is utterly ridiculous, this should be the simplest of tasks, why can't it be done right the first time, and without endless phone calls?  It is decidedly the worst customer service I have encountered from any company in my life.  And now there doesn't even seem to be a way to contact Telus that works...

Maybe someone will see it and it will actually get resolved.....sigh

[TELUS_Support]

If you’re comfortable, please send us a private message here with the account details and any reference numbers you may have from previous calls. We'll get someone to look into this with you. 

[bevinbrtz]

To whom would I send that private message?  Reply to that email that was also sent?  A very odd address....

[TELUS_Support]

Please look within your inbox for a message from us.

[Bloodofavampire]

Hi Bevinbrtz,

I'm sorry to hear about the burdens and struggles you faced while dealing with Telus Customer Service. I can relate to your situation, as I experienced similar frustrations. My advice is to avoid using the online or chat customer service, as it is not effective. Instead, I recommend speaking with a real person—a human customer agent—rather than a robot.

Please call the Telus Home Service number: 1-888-811-2323. When prompted about the purpose of your call, simply say "COMPLAIN." This will direct you to an actual human customer agent who can assist you with your complaint. Relying on chat, online complaints, or messaging is unlikely to yield the help you need.

I hope my message helps you connect with the right customer agent to resolve your phone issues. Have a great day!