An hour... wow that's lucky. I spent 97 minutes only to be told I needed a different department. Then I waited another 30 and guess what they dropped my call. Ooops. I'm getting less than 5 mbs up and 1 down and paying for 25 and 5 and I can't even get a rep on the phone. I'm sure when I do, I'll be told it's UP TO 25 and 5 so 5 and 1 is in their acceptable range and that will be the end of it.
I think the only option is to start moving services elsewhere and never sign a contract longer than 1 year. That way if the service starts to suffer you can just walk away.
During the past weeks - the awful virus time - I have tried multiple times to contact a live customer service rep. Even used the process to contact higher levels who will respond within 24 hours. Absolutely nothing. Telephone voice mails purr with We Are Always There For You then cut out this after going through the routines for providing account information. It seems Darren Entwhistle the CEO of Telus is a master PR man whose company is no able to deliver customer service during these challenging times.
Other large providers face the same challenges; they are slower responding; but unlike Telus they are always there!