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Baffling service?

Just Moved In

After spending days trying to reach Telus on the phone, my wife finally got through to an agent and spent half an hour arranging for our Internet and home-phone services to be transferred to our upcoming new address.

Today, Telus sent us a slick-looking email confirming the details. But under "Service(s) moving to your new address", it said:

• Home Phone

That's right—no mention of Internet.

We tried calling them again today, but kept waiting on hold—until finally, on our last attempt, we got a recording saying they were closed.

Meanwhile, when you click "Support" or "Contact Us" on Telus's website, rather than actual contact options, you're pointed to an FAQ page, and also given the option of posting a message here for "other Telus customers".

Really? Rather than being available to help, they point us to each other?

We've been Telus customers for a long, long time. 10 or 15 years ago, when complaints about their terrible customer service reached record levels, the company's president announced a major initiative to reform it. And for a while, you could—amazingly—get through to them in a reasonable amount of time.

Now it seems to be back to how it was before. Is it just us, or has anyone else noticed this? If so, what do you do? Wonderingly, A.