TELUS customer service is horrific. Time to go elsewhere?

[DjE]

Right now my cell phone stopped connecting to the telus network. As a result it has taken me a 45 to sift through the ai gate keepers prompt's just to speak to a real person, all while telus ai tries everything to not allow me to speak to a real person.  

Every single person who calls the tech support number is wanting to speak to a real person as soon as possible.  No one wants to have to jump through a maze of questions in hopes of simply being put in a que to speak to a real person!  

This is a massive waste of time and only creates a very frustrated customer before they get to speak to the CSR and now the CSR has to deal with an already stressed to their limit customer.

Telus needs to have a quick prompt right off the bay to push 1 to speak to a live CSR.  

[Yeye]

I know it is very frustrating because I am in the same situation, though it is about the TV signal that has been lost. 

I have been calling and calling Telus and had a chat with the AI that didn't seem to understand what I was asking.

The TV signal has been lost since Friday, September 27th and the technician who showed up yesterday,  September 30th couldn't fix the problem after changing the TV cable box and cable. I was informed that the Internet Modem has to be changed too, but he didn't have it. He said he will come back today Tuesday, 1st of October at 9AM but didn't show up. Instead, another technician will come at 5PM. My whole day is completely gone waiting for the technician to come. It is REALLY frustrating!!!!

I agree with you that it is about time to go somewhere.

[TELUS_Support]

Hey @DjE we can certainly do what we can to help. Can you please send us a private message and we will go from there?

[JJ46]

I have had issues with The Tech Support for the home Internet as well so difficult we spent over an hour dealing with an issue. I’ve been having for months and months.
and on the billing side, that’s even more horrendous! Ordered a new phone as my contract was up for renewal online was supposed to get $100 credit never showed up sent the phone via mail the way they told me to Canada Post and got it. I got a text message saying they received it and my credit will be on my bill, but yet my bill came and they still charge me for it. When I called. They had the audacity to say that the phone wasn’t the phone they were expecting?! What other phone could it have been? It was their phone they sent me two years ago?! With the bring it back program?! They told me they would look into it and email me back never got an email. They called me back and we’re trying to say it was a technical problem with my phone the same agent who is supposed to have taken care of me? It is now been two weeks and my issue with the billing has not been resolved , I have been customer Telus for over 20 years and this customer service is horrendous! I asked to speak to supervisor many many times final. She said she would they also wanted me to go to the store where I drop the phone off and bought the phone when I told her I did it all online she didn’t believe me?  The phone I received the box was opened and there was no physical Sim card and or Sim card I had requested an eSIM, which wasn’t there. I had to go down to the store to get why was my box open? Why wasn’t my box sealed? Phone drop batteries  is very very slow like my old phone was way better than this thing. I believe they gave me a old phone is the way they treat customers with long as they  reward loyalty ?!!! 

[TELUS_Support]

We're sorry to hear about all these difficulties you've experienced with both tech support and billing. Please send us a private message, and we’ll work to get you the assistance and follow-up needed to resolve these issues as soon as possible.

[lhoffman]

I have never been so frustrated with a company.  It is impossible to get answers from Telus.  My bill has been changed several times since signing up with them a year ago after a promoter came to our door and drew us in with enticing offers.  She even said Telus would pay for Shaw's contract penalty to move us over.  I regret every second of moving.  It takes up most of the afternoon to talk with someone at Telus.  Hold times estimate an hour only to be forwarded to someone and put on hold for another hour.  My contract agreement shows what my bill should be but they arbitrarily change my bill to 100.00 more a month.  Even though my contract says promo price is for two years my bill says it is one year.  After spending an afternoon today trying to get help, after the third person I spoke they said they will look into it and call me  back.  I did not receive a call back with answers.  This is completely unacceptable.  I regret signing up with Telus and will tell everyone I know to never sign up with them.  Out of curiosity I called Shaw and immediately had the call answered and the person I spoke with was clear and articulate.  Feeling trapped in a contract and at the mercy of a giant system that has no help for its customers.

[TELUS_Support]

Hi @lhoffman we can try to help your situation. Please send us a private message