03-17-2020 03:37 PM
Solved! Go to Solution.
03-19-2020 08:11 AM
I've recently dealt with a similar type of issue. My recommendation is to speak with an escalation manager, through the form linked above. When you receive a phone call, the first point of contact may try to pass you off. Continue to say you would like to deal with an escalation manager directly (my first call came from the Philippines, and she basically said it's not their problem). In my case, an email follow up was all I needed to get proper attention.
My case manager was friendly, professional and was willing to work with me to get things resolved. Before dealing with them, most of the techs I was sent didn't even have business cards. Once the escalation was moving, every tech I was sent was the most senior for the area and they were much more knowledgeable and friendly.
Best of luck, I hope this sheds some light on things.
03-17-2020 03:51 PM - edited 03-17-2020 04:12 PM
You are not going to get Telus to respond to concerns like that on the forums here. No one here will have access to your personal account. You will need to contact Telus directly through https://www.telus.com/support/contact-us/escalations/.
Wifi speeds are never guaranteed because there are too many things that can interfere with them. Installing additional wireless access points is typically the recommended solution for that if connecting via ethernet isn't possible. Simply switching to fibre will not fix this issue if the main cause was simply unreliable or weak wireless.
If you were calling Telus about the fibre install, you would need to call the specific number for fibre (1-855-595-5588) as the non-fibre team at the regular number likely cannot see any fibre install appointments.
03-18-2020 01:40 PM
Thanks but I've already tried all of these places and no one has responded to me. I'm at my witt's end here...
03-19-2020 08:11 AM
I've recently dealt with a similar type of issue. My recommendation is to speak with an escalation manager, through the form linked above. When you receive a phone call, the first point of contact may try to pass you off. Continue to say you would like to deal with an escalation manager directly (my first call came from the Philippines, and she basically said it's not their problem). In my case, an email follow up was all I needed to get proper attention.
My case manager was friendly, professional and was willing to work with me to get things resolved. Before dealing with them, most of the techs I was sent didn't even have business cards. Once the escalation was moving, every tech I was sent was the most senior for the area and they were much more knowledgeable and friendly.
Best of luck, I hope this sheds some light on things.
03-19-2020 11:44 AM
Thanks for this tip! Super helpful.
I have followed that link over a week ago and filled out the form, but still no response from their escalation manager.
Do you have a direct email or phone number I can reach them at?
03-19-2020 06:11 PM
You can try customersupport (at) telus.com, as that's where I received the first email followup for my escalation (on the same day I submitted it). It's worth noting that with the currently declared states of emergency in several areas, they may be at reduced capacity or simply not working currently.