Contact customer service

[Uberpete]

Hi,
How difficult is it normally to reach a customer service rep in your experience? I signed up for a couple lines 8 days ago. I have tried to phone three times, with the longest in hold for 80 minutes while I watched most of a World Cup match, before I gave up.

I have tried the online chat bot which says the service Center is closed (even in the middle of a business day) and recommends that I email customer service.

I have emailed EPP customer service and get a scripted response Sam that says they are no longer responding to customer service requests by email and to try the chat bot or phoning in.

I’m only 8 days in so I can still cancel at a store. Is it always like this?

[thebigchin]

It hasn't always been like this, but ever since COVID it's been horrible. Then it gets compounded by offering Black Friday deals and adding a tonne of support calls to an already over-subscribed "service". All TELUS execs should be required to take over one poor customer's support request every day until they fix this disaster.

[Adrigph]

Telus customer service used to be much much better, however I haven't had many issues when I called in. Today the only issue was when I request call back as the wait would be 15 minutes I had to call again because it passed 30 minutes. I wasn't able to register for call back because my call was already registered. It didn't take long to receive the call after that.

[Uberpete]

Thanks for the replies. I wound up reaching an EPP specific rep who made several calls to me and other Telus desks over several hours one day. If everything comes through as described, I will be sending a letter of praise to Telus letting them know he saved them from losing three new lines and has rebuilt some confidence. If you are on an EPP plan, use epp@telus (not eppcare@telus as described in the welcome) or EPP help number 1-877-460-1195.

Last, if you have a company, school or association email address you can use that to check if you qualify for an EPP plan on the Telus website here:
https://evs.telus.com/en/evs?channel_id=MOBILEAXS&campaign_id=EPPDigitalHubNew or just search Telus epp

Hope that makes a few peoples path a little less bumpy than mine!