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Is it customary for Telus to hang up on customers calling in after a 2 hour wait? This has happened to me multiple times over the past 2 days and drops customers from the queue. Conversely the same issue occurs for the online chat?
Is there a resolution to the issue? or should customers look into a different service provider?
I've been sitting in the queue for hours now and I am stalled at number 792. It's not moving, and you can't refresh it.
Can't call *611 cause it just gets dropped...
...So what happens if I can't call in and I miss out on this deal Telus?
Why didn't this show up in my "Offers" section? I own my phone outright...if you wanted to keep me as a customer...perhaps this would have been a great idea?
I too waited for almost 2 hours and Telus automatically disconnected me. Went online to use the chat feature and there were 1039 people ahead of me. No thanks. Now the 10GB $60 plan is no longer offered. So upset right now.
I could have done it via my account this morning but the plan was not on the list for me to choose (my phone is no longer under contract) so I was forced to call customer service which I couldn't get through after almost 2 hours. What a joke.
The $60 for 10GB (unlimited talk + text) is a great deal and all, and we should all definitely be trying to take advantage of it. Althought, I can't help but feel frustrated, but not about the wait times, but about:
-Why this is a phone in deal that Telus thought they could sweep under the rug?
-Why is this only being offered as a counter offer to the other two providers that make up the Big 3?*
-Why is it only available to "NEW" "BYOD" customers?
-How is Telus able to offer such a large $/GB discount if they weren't gouging us before? (Hint: They were and still are gouging, and don't start with the "infrastructure" argument sheep)
Here's the math from my account, as an example:
2x Lines (Both brand new Pixel 2's)
We're on a "corporate" pricing structure (supposedly better than consumer pricing).
$217.95 total for 6GB shared data, or $36.33/GB.
If you were to use the $60 for 10GB ($6/GB) "deal" pricing structure, for the above, here's what we should be getting/paying:
$217.95 for ~36GB
6GB (we currently have/are paying for) for ~$36
That's ~80% (~$180) in savings. Now, I don't know about you, but I've NEVER gotten 80% off anything before.
We as consumers and customers should hold the Big 3* accountable for this "limited offer" "price drop" "deal". I for one wouldn't and won't take no for an answer. None of this "new customer" of "BYOD" nonsense. I've filed a complaint with the CRTC as well as the CCTS as this "deal" only incriminates the Big 3* with further collusion. How does this not prove the oligopoly going on here that everyone knows is existent? There is no competition for the consumer; say what you want about game theory, etc. By the way, the CCTS is a "free" and "impartial" service that only attempts to resolve complaints, but recommends you deal with the provider first. Same thing with the CRTC. These are hoops designed to tire us out as we jump through them. We can all remember the eye-rolling ads that Bell, Rogers and Telus (The Big 3*) took out when Verizon was going to come in and steal all their business because they were going to provide REAL competition and force each other to compete, which it's the CRTC's job to make sure they do, which they don't.
So please, do get this deal, don't take no for an answer, but DO also complain. Don't let Telus and their best friends Bell and Rogers sweep this under the rug as they panic to close this to the public as they are only now realizing it's impact and that they don't have the infrastructure (irony intended) to handle the volume of interest by their customers and consumers. This should be the baseline, basic package, not some sort of limited time deal, they know it, and we know it.
Please use this link, to complain about this further, as complaining on Telus' moderated forum, will most likley fall on deaf ears, as this was probably designed to steal ideas for cheap/free:
Do not stop when you get hung up on, do not stop when the online "support" disconnects, do not stop if the Twitter account does not respond, and by the way, it's not the Support Team's fault what-so-ever. They probably read that email and knew the firestorm that was coming before any of the suits did, so be polite, but firm, and above all, show as much loyalty to this company, as they show to you, the existing customer. (Hint: 0)
Cheers, and good luck.