03-26-2019 07:28 PM
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.
03-26-2019 07:47 PM
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)
03-27-2019 03:17 PM
I tried billing and internet and TV tech support. All have the same error.
03-27-2019 05:44 PM
Tested just now had no issuse and connected in literally 10 seconds.
Chat started: 14:43
03-28-2019 09:28 PM
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.
03-28-2019 11:56 PM
03-29-2019 01:30 PM
Ah I see. Good point. Either way, I think they should keep both departments. Live chat is super helpful.
05-14-2019 10:40 AM
May 14 7:39 am received the same message, wondering if it’s not available until 8 or 9 am? Can’t find hours listed anywhere
05-14-2019 11:10 AM - edited 05-14-2019 11:11 AM
Took longer to fill out the form, then chat with an agent
05-14-2019 11:53 AM
Tried again at 8:50 and got the same message. Not a very reliable service.
05-14-2019 12:01 PM
05-18-2019 07:23 AM
Chat appears to be working fine for me.
Make sure you're using a computer, live chat doesn't work on Mobile Devices. Fill in the appropriate details, new or existing customer, which area for the issue, name and phone number.
You must enter a phone number for the "start chat" to work.
05-18-2019 09:06 AM