User Profile
CM1
Friendly Neighbour
Joined 2 years ago
User Widgets
Contributions
Re: How do I talk to an agent when I can't receive calls or texts?
TL; DR - Don't sign up for Telus. Koodo is the same company but cheaper and with better service. Freedom would probably be even better once they get their network sorted out. - If you do sign up for Telus and have issues the only way to speak to a person is by saying you want to cancel - The only way you'll get your money back is to ask to speak to a manager - Prepaid does not work with roaming Told the Telus Assist chatbot that I wanted to cancel and it gave me a phone number. Finally I was able to speak to a person. Prepaid doesn't include roaming. I asked the agent for a refund since I hadn't been able to make a single call. I was told that I wasn't eligible for a refund because I hadn't spoken to an agent when I signed up. Seriously. I said it seemed a bit unfair making it impossible to talk to a person, then penalising someone for going online. I have literally spent the past week trying to talk to a real person. The agent said there was nothing she could do. After a bit of back and forth I asked to speak to a manager. Within a couple of minutes the refund was approved. The agent also said that for $35 a month I could switch to post-paid Telus plan that included roaming. Easy Roam would be $15 per day on top of the $35. I asked about a Koodo plan offering $15 per month including Easy Roam. Koodo is owned by Telus. She asked if I wanted to be transferred to a Koodo agent, and suggested it would be easier if I sign up online. Spoke to a Koodo agent within minutes. I am now with Koodo - $15 per month and my plan includes roaming.8.8KViews0likes2CommentsRe: How do I talk to an agent when I can't receive calls or texts?
Based on this article I assume that since I can access wifi mt APN is set up. https://www.telus.com/en/support/article/activate-data-on-your-android-device This was my phone in Canada which was provided by Freedom Mobile when I signed up. I brought it to Australia with me. When I go settings > network operators > select manually and select Telstra, the phone thinks for a while then says "your sim card does not allow connection to this network". When I select Optus it says "Unable to connect try later". I have an Australian phone/ phone number using Optus and it works fine. Just not my Canadian number. These are all great ideas. What would be even greater is an agent from Telus looking at my account/ the network and confirming what's actually going on.8.8KViews0likes3CommentsRe: How do I talk to an agent when I can't receive calls or texts?
Samsung A8. I've been traveling in Australia for the past few months with Freedom Mobile, receiving calls and texts no problem. About 2 months ago Freedom said they were having issues with roaming in Australia and had no estimated resolution date, so I eventually switched to Telus hoping for more reliability. Even though Freedom is a budget carrier I was able to speak to an agent and find out what was going on almost immediately. At Telus I have no idea if it's the same network/ roaming issue, or something I can actually fix. There is nothing but a robot repeating the same unhelpful answers. Unsurprisingly the call from an agent, scheduled by the virtual assistant, never came through. It was a good question. Thank you for asking. Sadly in this case I don't think it's a simple as changing my device.8.9KViews0likes1CommentHow do I talk to an agent when I can't receive calls or texts?
I just signed up for Telus prepaid. I'm currently roaming in Australia and am not receiving texts or calls. How can I talk to someone about fixing this? I called 1-855-251-2601, as instructed by the Telus prepaid setup, but a recorded message said that number is no longer current. I called 1-866-558-2273 and a recorded message said I need to go through a virtual assistant before speaking to an agent. The virtual assistant would text me, I was told. Why would a virtual assistant text me about my phone not receiving texts? I also tried the online virtual assistant, https://www.telus.com/en/mobility/prepaid?showOnLoad=true&INTCMP=VAN_prepaidsupport but the link to verify my account came up with this error: contact admin unable to authorize - certificate or key error. This error is usually due to the supplier (in this case Telus) having an expired/ invalid security key. Instead of trouble-shooting, the virtual assistant scheduled an agent to call. Again, the problem is I can't receive texts or calls. Please let me know how to speak to an actual person to fix my phone. I haven't made a single phone call and am already considering cancelling.9.2KViews0likes10Comments