I've been trying to reactivate my eSIM number on my new mobile, after my old one was stolen while in Panama - where i still am - about 10 days ago.
Their customer support keeps transferring me to different assistants and departments, keeping me on hold for ages, and when finally someone from the technical support picks up, they are unable to get my issue solved and the eSIM activated on my new mobile, asking me repeatedly the same details and to "try" to do the same things on my phone again and again, probably hoping that by trying repeatedly the eSIM will eventually "magically" be installed.
They've been repeatedly dropping/cutting-off the calls after a few failed attempts and very long (up to 45min) calls, and never called me back on the two numbers (a local one and an Italian one) i provided them, even after telling me they would. One of them even asked me to try and restart my phone, as she would have called me back in 5min, but i never heard from her again.
Imagine the frustration of being basically strandred abroad, without being able to restore and use many of my phone services (and i'm paying for an expensive 200gb monthly plan), and being attended this way by who is there paid to solve these kind of issues to the customers.
This will lead me to resciss my contract as soon as i'm back, but in the meantime i need first my number reactivated on the new mobile.
As a side thing, my italian SIM card also was gone when the phone got stolen, but i was easily able to restore it on the new one as eSIM, just calling the related customer service number and providing them the number detsils and proof of my identity. They just sent me a QR code to reactivate it and that was all.
Telus doesn't seem to be able to do anything as easy as that.
