Chat function not working

[Veronica9425]

Hi there, 

How come the Telus chat function isn't working? Every time I've tried in the past 2 months it's told me...

"Our chat team members are currently unavailable.

Would you like to book a callback?"

[NFtoBC]

Are you using the chat from a computer or a mobile device? In the past, folks have had little success with tablet or phone for connecting to chat. A computer seemed to work.

[Veronica9425]

I've tried it on every device and browser I can think of over the last few weeks and nothing has worked. 😞

[dru]

Can you walk me through the exact path you're using so that I can try re-creating it (and flag to our teams)?

[Veronica9425]

Absolutely! 

1. Log into My TELUS

2. Click the little chat icon

3. Select Mobility

4. Select Monthly plan

5. Click my name to log in - "chat started with TELUS Assist"

6. In a sentence or two, please say why you’re contacting us.  - "add Apple watch to account"

I'm going to skip the details of the back and forth here, but it sends me a link on HOW to connect it, but doesn't help me add the additional device line for $10-$15/month. Since the bot isn't able to help me, I say "representative". I then get the following messages...

Sure, I'm happy to get you to a team member.

Our chat team members are currently unavailable.

Would you like to book a callback?

I've used this similar path with various difference requests over the past few weeks with the same results. Back in November I had some billing questions and received the same message. This has been ongoing for approximately 6 weeks now.

[dru]

Thank you! I'm going to do some digging to see if I can find out what's going on. Stay tuned!

[toeknee]

I just posted about this, not sure if links in the forum work: https://forum.telus.com/t5/My-Mobility-Account/Tip-chat-online-with-an-agent/td-p/143884

TLDR: don't sign in or say that you are an existing customer. Seems chat is prioritized for potential customers, but the support reps can still help with your account.

[toeknee]

I noticed that when I am signed in to my Telus account online and I try to chat with support, it always tells me that no agents are available and to request a callback instead. I also noticed that if I am logged out and don't say that I am an existing customer, I get connected to a chat agent right away! The chat agent is then able to access my account information after confirming a few things for security. So if you'd prefer to chat with support rather than talk on the phone, try this out! Seems a little unfortunate that existing customers don't have the same priority as potential customers. I get it, but it doesn't feel good as a long-time customer.

[Veronica9425]

I actually tried this as well and didn't have any success. What I did EVENTUALLY have success doing was connecting to Technical Support and then having them transfer me to accounts/ billing. It's definitely silly to have to go through all these work arounds just to get connected. I am a bit relieved though that it wasn't just me having this issue!

[dru]

@Veronica9425 I've looked into this and it looks like limitations on Apple Watch support via Chat is the reason you're presented with the call back option. This ensures your request is actioned by someone with the skilling to help.

[Veronica9425]

Thanks for looking into that for me, Dru. That's actually just the one example I've used but I've tried using the chat for a number of different reasons over the past little while, all with the same outcome. Even just simple questions about my account, or a question about a bill, all with the same response of the chat being unavailable. 

[Veronica9425]

The only work around I WAS able to find just recently was asking for TECH support and then having them transfer me to an account specialist.