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rwf86
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Joined 9 months ago
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Poor Technical Support (first-line)
I am really getting feed up with Telus' first-line technical support. All they seem to do (or be mandated to do) is to go through their script. They do not seem to have a history of the account. I called for the third time on essentially the same issue. Yet the support person wanted to start with their basic diagnostic procedure. They don't listen. I had a detailed description of the problem ready, including the whole history. But that seemed irrelevant until the diagnostic procedures were executed. I was refused to be connected to a supervisor. Now, I blame Telus for this. Telus needs to hire people with the right skills, and needs to train the people properly on the technology. Telus needs to allow their support people to make decisions, particularly if there already is a history of the issue or when the caller has some technical understanding.536Views0likes1CommentRe: TELUS Recording issues since June (Arris PVR box)
I have the same issues, sometimes only recording a part, and sometimes all recording stops. I have had remote diagnostics, a tech visit, and the box replaced. But eventually the problem appeared again. In the past I had some success with deleting all recordings, delete all schedules (individual and series), and reboot the box. That used to solve it for many months. But recently recording stops again after a week or two. I am right now going through another cycle of replacing the boxes (Arris VIP5662W). Not a pleasant experience.1.2KViews0likes2CommentsRe: Continuing PVR problem
I have the same problem (with VIP5662W box). I used to delete all recordings, all schedules, and then reboot. This solved it for many month, but eventually the problem came back. I had remote diagnostics and config changes, a tech visit, and the box replaced. Recently, the work-around stopped working. I called Tech Support, telling them what had been done in the past, and that I wanted the PBR to be replaced with a different model. I had to go to the same diagnostic procedure again, with no better outcome then the previous time. I had to ask 3 times to talk to a supervisor, then the support person agreed to send me replacements (I have a PVR and a STB). They sent me two PVR boxes (why?), but same model as I already had (and had been replaced). Worse, both had the PVR disabled. So another call to get the PVR enabled. Then the second box failed intermittently. Two more calls until yet another replacement is being shipped. Telus ought to improve their first-time support. It is a disgrace.1.2KViews0likes1CommentSupport asks to install App with access to Camera
I called technical support today (not a simple procedure itself). They wanted me to install a Telus App on my cell phone (not Telus), and the App then asked for access to the Camera. No way - I value my privacy. This is to determine the device that I was calling about. Previously it was fine to read the Model and MAC Address (or serial number) from the label. The support person refused to proceed without using the App. First line support at Telus really seems to hit the bottom of the barrel. PS: I did eventually get a replacement box shipped by calling via the accounts team.616Views0likes1Comment