Moving home service 5 weeks wait

[telus_user_2030]

I am not sure whats happening with Telus customer service. Feels like money that we pay completely devalued and nobody cares about the customers. During the issue I was trying to solve was the first time ever I heard "well, if you decide to move to another service we can't stop you". 

I was planning moving houses and as usual in advance 3 weeks I called to scedule a service. Its not a remote area, its Vancouver. I was told that the wait is 5 weeks now and growing. When I explained that I use internet to work from home and kids for school, its not considered luxury in our household unfortunately. I was given a cold sholder saying it is what it is. After escalating I was put on some sort of cancelation list that provided me 2 options, both 1 week prior to my move, so I ignored it. I guess it was too much and I was taken off that list. Called again and the 1st agent on that call blindly said she did not know about any lists. When I asked to speak to the agent that put me on it in their loyalty department, she said that she is loyalty. She never ended up helping me and I ended up hanging up. 

I've been with Telus for over 10 years and there were problems and long hours spent on the phone, but when issue was escalated they helped me. I guess, there no more policy to retain customers. Its a monopoly, castomers going in circles from 1 to the 2 nd provider and noone acually loosing anyone.  I am very sad, paying over 500 a month for services and having been treated that way.

[TELUS_Support]

Definitely not the experience we want our customers to have. You mentioned that your issue was escalated and that you were able to get everything sorted? Feel free to send us a private message here if there's anything further you'd like to discuss and we'll be here.

[telus_user_2030]

There was no resolution, just the survey messages about all the agents I've been talking to.

[telus_user_2030]

I have private messaged using the guide you have provided.

[telus_user_2030]

On October 10th, I made my first call to schedule a move for my services to a new address on October 28th. Agent kept me on the phone for 3 hours constantly placing me on hold. Eventually she said all good and we hung up. In 2 hr I receive confirmation for my moving service, but it's on November 11.
Obviously, I started panicking and called back. Had been holding a call back for a few hours. Finally, I got a hold of someone that said nothing can be changed. So, I have started researching alternative services. I can't take 2 weeks of vacation and not work, I also can't use public Wi-Fi for my work, so the only solution was to find someone who can provide me with internet.
I was transferred to the loyalty team and was chatting with someone who assured me they could resolve it and placed me on the waitlist. If that is not an option I was told, I am welcome to move on from Telus. That made me feel sick.
I stayed and have received 2 options for a few days later: October 12 and October 24th. Both options were way before my move in date, so I was patiently waiting for a closer date. On October 22nd, I received a message that my Nov 11th service was confirmed, and I am no longer on the waitlist.
I called again. When I got through 1hr later, the agent said there were no options before November 25th. When I explained who I talked to and that I was on a wait list, the agent said she is loyalty already and there are no lists. She said nothing can be done. I asked to speak to a manager, she tried for a few hours with no luck. I was so stressed, I started crying when she called back, but nothing came out, and it has been silent since. I am moving to a family of 4, 2 kids and 2 adults that work from home.
It’s been very stressful, but most of it was Telus. I am terrified if I need to move again. I am currently in the middle of researching other options.