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
Connector

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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Darlene1
Connector

The link for chat doesn't work. I have been trying to contact support for three days, to no avail. Wait times are ridiculous. My lan line phone ...the battery dies after an hour on hold. Do I actually need to purchase another phone for a stronger battery just so I can be on hold for over an hour? Not acceptable. 

Community Power User
Community Power User

On your computer visit https://www.telus.com/en/bc/support/contact-us?INTCMP=TcomFooter_contact_us there is a Live chat bottom right corner of the page. Enter your name, existing customer and the area of support. I just tried it an was instantly connected to a CSR rep. Guess luck of the draw.


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Darlene1
Connector

Thank you for your help, but I tried this and it directs me to a page which does have the chat feature, but nowhere to click, ie botyom right corner. I did, however complete and submitted a customer support online form. Thanks again for the help.

Community Power User
Community Power User

Screen Shot 2017-07-25 at 3.31.50 PM.png

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sunfun2107
Neighbour

Believe me i have tried that too....i waited over an hour being 29 in line and finally gave up.  The chat option is as bad as the phone.

sunfun2107
Neighbour

Wait times????  I only wish.  They say on the hold message that they know our time is valuable and someone will pickup as soon as they are able but what gets me is ...if they KNOW our time is valuable...why is there no hint of a wait time???  I want to know how much time they are going to waste of my "valuable time".  Also why is there no "call back" feature?  I just want to upgrade my mobile phone but have a couple questions but i am getting ready to dump telus and go elsewhere just because i can't talk to someone.  I am in chat AND on hold.   Almost done here.

sunfun2107
Neighbour

Beg to differ....there are 29 people ahead of me right now and been waiting almost half hour now...only went down by one.  Even at 8 it is still an hour wait easy.  

Taran
Resident

Your link doesn't work.

I too am sitting on hold. 
Perhaps instead of telling people to call at different times of day (that are likely inconvenient for them), Telus could look at their call volume patterns and staff accordingly.

Community Power User
Community Power User
Can always message them on twitter. @TelusSupport they’re very active on there.

https://twitter.com/TELUSsupport

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