We recently moved homes in Calgary and have been experiencing issues with Telus home phone, internet, Optik TV and security. One month into the process, only our home phone issues have been resolved. I cannot count the number of hours I have spent on hold or waiting for call backs. I cannot properly convey my frustration with having to deal with 4 different departments and sometimes multiple people within a department (tech support and loyalty for instance). We have had 3 callbacks arranged for with Telus agents for home security that never materialized at all. I am currently waiting for callbacks from 3 departments and have been at this for over 2 hours this morning. After 39 minutes on hold waiting for call transfer from tech support agent to loyalty, my call was disconnected. (And that was after waiting for over an hour for a callback from an agent). What do we have to do in order to get our issues resolved? Is there one magic number that reaches one magic person who can coordinate everything? At what point should a person just give up and go elsewhere for services?
Today I spent over 4 hours on the phone with Telus. I believe we have resolution with Telus Home Security as an appointment has been made for Friday for our equipment to be installed and the system to be activated. I hope that process goes smoothly. Unfortunately the Optik TV problem has yet to be resolved.
