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Uberpete
Friendly Neighbour
Joined 4 years ago
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Re: EPP customer service line
Hi again! The email address provided in the initial joining instructions ([email protected]) doesn’t work. I found out by accident that [email protected] does work! With that second email address, they provided me with an EPP specific phone number that actually connected me to someone: 1-877-460-1195 Good luck!19KViews0likes0CommentsRe: Can't roam
NFtoBC commented that east roam is just a billing option. I don’t have an android anymore so I can’t give specific menu direction but I would check a few things: On your device, as NFtoBC indicated make sure cellular network selection is automatic. Next, many devices will have an option to turn roaming on or off. Obviously, make sure that is enabled. I’m new to Telus so I’m not sure about this but I’ll throw it out there in case. On my former carrier, I could disable certain options such as roaming on the network side, through my carrier app. In the MyTelus app, I see something called “blocks” under the data management options. Perhaps make sure there are no blocks in effect?2.5KViews0likes0CommentsRe: 5G connection problem after switched provider.
I have just switched a line from Bell to Telus. Solid, steady 5G in Hamilton, Ontario. I’m on an iPhone 13. According to the coverage map, I am within the new 3800 mhz (ghz?) frequency coverage as well as the lower one (1700 I think?). Your phone is not too old so it should have both but maybe check confirm Telus coverage in your specific location and check the frequency bands available on your device. Those two 5G bands are also called channels in the format n##. I think they are n46 and n66 but I’m doing this from memory and could have those slightly wrong. Other than a coverage issue or frequency band missing, the only other thing I can think of from my former android days would be modem and crc firmware. If you have unlocked the boot loader (can you do that on a Samsung anymore?) and flashed a custom rom for bell, mayyybe there is a slight difference. If so, try going back to stock and see if it corrects it. If so, then you can flash again, leaving out the modem and crc files. Good luck!4.4KViews1like0CommentsRe: Contact customer service
Thanks for the replies. I wound up reaching an EPP specific rep who made several calls to me and other Telus desks over several hours one day. If everything comes through as described, I will be sending a letter of praise to Telus letting them know he saved them from losing three new lines and has rebuilt some confidence. If you are on an EPP plan, use epp@telus (not eppcare@telus as described in the welcome) or EPP help number 1-877-460-1195. Last, if you have a company, school or association email address you can use that to check if you qualify for an EPP plan on the Telus website here: https://evs.telus.com/en/evs?channel_id=MOBILEAXS&campaign_id=EPPDigitalHubNew or just search Telus epp Hope that makes a few peoples path a little less bumpy than mine!16KViews0likes0CommentsContact customer service
Hi, How difficult is it normally to reach a customer service rep in your experience? I signed up for a couple lines 8 days ago. I have tried to phone three times, with the longest in hold for 80 minutes while I watched most of a World Cup match, before I gave up. I have tried the online chat bot which says the service Center is closed (even in the middle of a business day) and recommends that I email customer service. I have emailed EPP customer service and get a scripted response Sam that says they are no longer responding to customer service requests by email and to try the chat bot or phoning in. I’m only 8 days in so I can still cancel at a store. Is it always like this?17KViews0likes3Comments