I've been trying to contact Telus via live chat for the past 2 weeks and I get this message every single time.
I've always contacted Telus live chat for the last 2 years, so yes, I am doing everything correctly. This is incredibly frustrating. I managed to call in last Saturday (after waiting for an hour) and the service rep told me he's not sure what happened to live chat. I also ordered Telus wifi extenders 3 weeks ago and I've still not received them. The service rep told me he'll check what's going on and give me a call back within 2 days. Lo and behold, I hear nothing and never receive a call back. It is now Tuesday. And I can bet my wifi extender issue is not being taken care of. Now today, my co-worker was able to log into Live Chat, and I am trying again, and once again, I get the message below:
Did these guys block my account or something? WTF is going on.
I see the same response. Have you tried other categories of support for the chat?
You can also reach out to their social media team on Twitter (@TELUSsupport) or Facebook (facebook.com/telus)
I finally connected with an agent. It seems the copper wire department is still available, so if you do end up connecting with someone, it will be someone in that department. But I was told the Pure Fiber department is closed and any agents working on the live chat have been moved over to the phone line.
While that copper wire is starting to go obsolete, it's kind of baffling to me why Telus has decided to make this change.
If anything, the copper wire should be the department being phased out. In my experiences, Live chat has been more helpful since I can keep record of all the dialogue and things can be explained clearly in writing. I really hope this is not permanent.