Call wait times

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KT
Resident

I have been on hold to speak to someone for over an hour. This is ridiculous. Why is your customer service so bad? 

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Victoria_guy
Coach

It's best to call when you have at least 2 extra hours to wait, or as another suggested, very early in the morning. Maybe only a hour wait then.

AC08
Resident
I agree- I was left on hold for 3 HOURS yesterday before I decided to just give up. I am not impressed with the lack of customer service and the fact that obviously no one cared that I was waiting that long.
Squirrel
Neighbour

On for 1 hr after being told wait time is 45 mins - will give up and send a note to CRTC asking why wait times are false and why we can get better coverage and unlimited plans like in the US?  

Moderator
Moderator

Hi KT, although call times can fluctuate depending on volumes (how many people are calling in at any given time) you can connect with them via chat too from a computer! www.telus.com/chat 

Squirrel
Neighbour

Too late already posted complaint to CRTC and also asked why no unlimited plans in Canada - Canada has worst mobile service and rates in the Western world..... Sorry my post times vary as well!  Tried your link it didn't work.......

Community Power User
Community Power User

 

@Squirrel

 

@Dimo-X's link had a space on the end. Easy enough to fix in your address bar, but here it is again.

 

Just a note: the wireless code does not apply to the issues you wish addressed, so you may not receive an answer from the CRTC at all on those issues.

NFtoBC
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BenoitYVR
Organizer

I normally prefer the chat option but i have been experimenting long wait time as well before I get connected. the last time there was more than 30 people ahead of me and gave up after 3 hours.

Community Power User
Community Power User
Just checked online chat and was que 8. Generally more and more people are using the live chat option to bypass long hold times calling in.

Wait times depend on the person they're assisting, not all calls/chats can be handled in a few minutes. Thus causing a snowball effect for wait times.

Ideally first thing in the mornings seem to be the best. Although that's not the real solution to the issues customers seem to face.

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