We didn’t request a home phone disconnect and now it’s days to reach Telus?

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Neighbour
We got an email from Telus saying we requested a home phone disconnect for our home number that we’ve had for 20+ years and can’t reach a live person at Telus for days? What is going on?

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Community Power User
Community Power User

In addition to any contact numbers in the email you received, you can try the chat, or escalation info in the ‘Contact Us’ section at the bottom of the page. Note that the chat function works from a computer, but not a mobile device.

NFtoBC
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Community Power User
Community Power User

In addition to any contact numbers in the email you received, you can try the chat, or escalation info in the ‘Contact Us’ section at the bottom of the page. Note that the chat function works from a computer, but not a mobile device.

NFtoBC
If you find a post useful, please give the author a "Like"

View solution in original post

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Neighbour

Your CHAT bot didn’t work. We have finally received a call back and have found out that the initial mistake might have been Shaw who requested the wrong phone number back form Telus, however this whole situation which is still on-going could have been easily avoided had Telus contacted us to confirm that we did not actually request to cancel our phone number/service of 20+ years.  Telus sent us an email and tried calling our home phone 1x when we were away on holidays (not checking emails and obviously can’t answer the home phone when your not there).  There was no attempt to contact my wife’s cell phone which is also with Telus (20+ years).  After hours of being on hold, failed attempts to reach Telus we finally received a call and were advised this would be fixed ASAP (no offer for reimbursement for our time/efforts/lost phone service for a mistake we did not make) and now yesterday were phoned by Telus and told we would have to contact Shaw to get our Telus phone number back and we “might” be reimbursed for any Shaw charges?  WE have to fix a Shaw/Telus mistake?  What kind of customer service are we paying for?  Come on Telus.  You are better than this which is why we have been loyal Telus customers for over 3 decades.  We have Telus home phone, cell phone, internet and our security system with automatic payments coming out of our bank account.  We know “stuff” happens and mistakes are made, but if you mess up, fess up and then dress it up (if you make a mistake, admit and then make it better to maintain your credibility and customer loyalty).  

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Community Power User
Community Power User

The reason you may have to contact Shaw is that YOU are the ‘owner’ of the number, and are the one to direct the change. If this was a port request from Shaw (even though they got the number wrong) the return port would need to be made by the customer.

 

NFtoBC
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Neighbour
Okay. How do we do that please?

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Rockstar

How did Shaw have all the required information to port the number?  They need more than just the phone number.

 

I think there's more to the story than meets the eye.  I'm pretty sure they need the Telus issued "PIN" for the account.

 

Good luck getting it resolved.

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Neighbour
Thanks for the info!