Business Connect account setup incomplete—no access after one week
I am submitting this formal complaint regarding TELUS’s failure to properly set up and provide access to my business account services. I opened a TELUS business account for my mobility lines about three months ago. More than a week ago, I contacted TELUS to add a new Business Connect line. Although the setup was started over the phone, I never received the required account access information. I was not given login details, I was unable to create a username, and I still cannot access or use my Business Connect account. I followed up with the same representative who had previously helped me open my mobility account. I explained that the service had supposedly already been set up, yet I had received no access information and no working account. I was then told that the process had been started by more than one representative, which left the account creation incomplete. I was assured the issue would be resolved last week, but it remains unresolved. This reflects a serious failure in TELUS’s onboarding and customer service process. I entered into this agreement with the expectation that TELUS would activate the requested service and provide the necessary account access within a reasonable timeframe. That has not happened. As a result, I have experienced unnecessary delays, wasted time, and frustration. It is unacceptable that an existing business customer cannot obtain access to a service TELUS agreed to provide. I am requesting immediate resolution of my Business Connect account setup, delivery of all required access information, written confirmation that the account has been fully activated, and review of this matter by an escalation or management team. If this issue is not resolved promptly, I am prepared to escalate the matter through the appropriate complaint channels, including the Commission for Complaints for Telecom-television Services. I request a prompt response and a concrete resolution.
Fiber issues and business down
We have changed a firewall and spent 2 days with Telus to get it operational. We were working than a few hours later go offline. Was told it was resolved last night. Today we are down again, no internet, emails, business connect voip phones etc. Called telus support and they advise it is a hardware issue at their end and a tech can get to it Tuesday. Is this common and what restitution is there when I have to shut my office down for two work days to wait for a tech to fix their issue?TELUS Business Voice / One Voice+: SIP trunking to external platforms?
I am working with a TELUS business customer and need to confirm whether SIP trunking to an external platform can be configured directly by the customer, or if it requires TELUS provisioning. If supported, is this self-service or carrier-enabled? Is there documentation describing the supported model? Thank you.Business phone over fibre not working - need re-programming help!
Hi, I'm hoping a community manager sees this and can help me out. My business uses Telus over fibre for our business phone. It has not been working all day (both incoming and outgoing) and when I called tech support they told me that from their end, it also shows the line is not working and that the programming is completely missing. I asked them if they could please reset the programming but the tech support said they are unable to do it from their end and need someone from the back end to do it. Unfortunately they cannot give me an ETA on how long this will take but said it's typical to take up to 24 hours. Can a community manager please help me escalate this issue? It is severely impacting my business especially it being the end of year which is my busiest time, I have a case number if that helps. Thank you!
Business Line Support Process Frustrations
I've seen through the forums that many of us have the same problem. 1 - We experience an issue with our telus business line so we go to the technical support page. We spend time to explain our problem and then submit the ticket, we then experience the first problem. It also wipes our forms so if we didn't save our information, we lose it all. 2 - We go to the chat to explain our problem to the AI. The AI is confused and doesn't understand the issue, when we also explain that the problem is we can't log a support ticket. It gets more confused. 3 - We finally admit to ourselves we have to call the Telus Business Support Line. We experience the AI problem again, in circles it goes - if it mishears you - it goes on a tangent about changing plans. You need to call back, speak with purpose and when it understands you need technical support - it begins its troubleshooting. NOW thats a nightmare. Especially if you're a engineer. 4 - The final boss. You get put into the Telus support queue finally. The IVR then lets you know, there is over an hour to wait. No option for callbacks, just wait and then sprinkled within the IVR is letting you know about upgrades. If I knew this was the level of support I would be getting on a business line. I would have just opted for a consumer line, I truly regret the decision to move to Telus 3 years ago and when the contract comes up for renewal - I'll be moving unless something changes.
