I have been calling since July 1st and every time it advices there is longer than a 45 minute wait? There is no option for callback, I have on 2 occasions waited over an hour with no answer. I even tried contacting via online chat, it took 25 minutes to get an agent to come online, when he did it took nearly 15 minutes to identify my account. I requested a callback, but did not receive a callback. This is very frustrating as a new subscriber and makes me question if I made the right decision.
Online chat never takes more then 5 min. Usually a minute to connect and things get solved fast. Everyone phones in and most don't use the online chat with an agent feature.
Hard to believe it took them a long time to find your account, if you gave them the account number. I never have any issues. Most time i have been online is 4 minutes to have any issues resolved.
Yes, the phone in wait times can be long during the peak times which is why I always use the chat. In the 6 or so times I've used it I've never waited more the 5 minutes. Average chat wait for me is about 2 minutes.
I can't imagine a situation where finding your account would take that long. It might take a while if you were not able to provide any of the following:
- TELUS land line number
- TELUS account number
- Billing address
- Billing name
All of the above are one-to-one matches to your account and should result in an immediate match. What type of information did you provide?