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bs1
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Joined 10 months ago
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Re: Internet Down, Followed by Customer Service Outage
Thanks for reaching out. Not to split hairs, but from a last mile use POV, anything that's not pre communicated maintenance downtime is an outage. Impact should also weigh into a user experience - right now, we r talking school, work from home deliverables, and basic TV/other entertainment. Sadly, for me, when I called, I still ended up without a rep, and the earliest call back will make this closer to 2 days. Now let's hope the person who calls back is actually in YEG, not in some random corner of the US (I don't suppose they can help me faster). And then again, just why do I need Internet to review guides and steps to resolve not having internet? (Sorry, maybe now ranting, let me stop typing).1.6KViews0likes3CommentsInternet Down, Followed by Customer Service Outage
Its frustrating that there's outage and no information about it, and no real/direct number to call. Whats worse is when you hide support for no internet related issues behind a web platform, that requires internet, and assume that your users routinely have their telus web app credentials on hand to randomly use on their mobile; only to end up with a chatbot! I need to talk to someone who will make me feel heard and listened to, to understand why my service has been out for more than 24 hours, despite numerous restarts - WITHOUT notice of service outage or degradation. @telussupport on twitter has not responded at all, which probably means they have no internet, and its been more than 3 hours since the online form outage report i submitted - no acknowledgement, and no response.1.7KViews0likes5Comments