Missed Appointments & Install issues

[Orange3221]

Yeah, so I’ve been dealing with TELUS for the past three weeks trying to get my fibre internet installed, and honestly, I’m exhausted. I’ve made 16 calls, spent over five hours on the phone, including being on hold, getting transferred, and waiting for callbacks, and I’m still in the same mess.

Customer service has actually been great. The managers I’ve spoken to have been really helpful, and I’ve been patient and polite because I know it’s not their fault. They understand the frustration, and I appreciate that. The problem is the third-party installation technicians TELUS has hired. These guys have straight-up lied twice. They marked the appointments as “customer didn’t answer the phone” or “didn’t answer the door,” even though I have cameras around my house. I checked the footage, and they never even showed up.

On top of that, they put in the notes that they stayed at my property for two hours, which is obviously a lie. They basically got paid for doing absolutely nothing. Meanwhile, I’ve had to take time off work just to be home for these appointments, only for no one to show up.

And it’s not like I haven’t been flexible. I’ve had seven different appointments scheduled, rescheduled, and shuffled around because TELUS keeps calling me, saying, “Oh, we can move it up a day” But every time the day actually comes, nothing happens.

To make it worse, when I did manage to get a technician on the phone, he didn’t even care when I told him what happened.I told him that TELUS called me and explained that they canceled my appointment because I supposedly didn’t answer my phone. So I told the technician that I did answer, that I had been waiting, and that I even had camera footage proving no one showed up. His response? “Yeah, OK, that’s fine and hung up.” No apology, no explanation, just complete indifference.

It’s been almost a month of dealing with this back and forth,Has this happened to anyone else?

[Larysa]

I applied for an internet connection over a month ago, they sent the router via canada post, after a week the router was not there, although it was supposed to arrive within 1-3 days, I called telus, they said they had problems with delivery and asked me to wait, After another 2 weeks the router still hadn't arrived, I called back again, and this time they said that the router had been delivered, but we hadn't picked it up, so they took it back, although during those 3 weeks I checked the mail every time at lunch and in the evening, and we have such a mail system in the building that I would have known about my package. Then I was offered to resend the router, but was told that to do this I had to recreate our account, and was assured that the fee would be the same, the plan would stay the same (and the plan was gigabit for 70 dollars a month) and I agreed. The account was reconnected, but they said that there are some problems with the shipment, so we may have to call an employee to connect, who will bring the router and install it, I agreed and was told that they will call me back within one - two days and clarify all the details. In the end, no one called me back, I myself called a week later because I received a notice of payment of the bill for the first month, while the Internet in the house as was not and is not, I told about this problem and I canceled the bill and called an employee for today. He came and installed the modem and now I finally saw that the plan was not the same but 250 mbps for a much higher fee. This is absolute disrespect and unresponsiveness to the customer.

[SaitamaReborn]

Missed appointment here... can't comment on any install issues since "no-one showed up" 🙄

I scheduled my appointment with a human being... agreed to pay more money for more services... so one would think they could actually follow through... as I was being the ideal customer "just take my money" 😆

I got text messages with all the steps I need to do before the tech arrives, so I ticked off the list and waiting for the 5-7pm time slot ... anxiously awaiting the phone call 15-30 mins before my appointment.

7:50pm: No phone call, no text message, no email, nothing.   Just a plain "no show".

Wow, what incredible POOR customer service!   apparently my time is worth nothing, so frustrating 😠