Mis-selling and Poor Customer Experience
I am writing to raise a formal complaint about the mis-selling of your mobile and home internet services. On 27 Nov, I received a call from your advisor Farheen, who offered a mobile promotion and clearly said it was a Telus offer. She also discussed a home internet bundle and told me she would call back on 28 Nov to complete the setup. I never received any callback. To my shock, I later received an email and SIM card from Koodo, even though I was never informed that the service would be through Koodo. I opened the package assuming it was from Telus, as discussed. Additionally, the home internet plan given is not the same as what was explained on the call. The call on 27 Nov lasted 1.5 hours, and on 3 Dec I spent over 2 hours being transferred between departments without any clear help. This entire experience has been extremely frustrating and stressful. I trusted Telus, and this experience has severely damaged my confidence in your customer service.Why is your call centre closed at 11 AM today?
I closed my pending Home Services account on Nov. 11, and cancelled the installation that was scheduled for Nov. 27. Last night, you texted me to confirm the appointment, which I'd already cancelled on Nov. 11, when I cancelled my pending account. I have been trying to reach an agent to cancel it, but all I get is a message that the office is closed, and to call back tomorrow. WHY IS YOUR OFFICE CLOSED AT 11:00 ON A MONDAY MORNING? I CLOSED MY ACCOUNT. CANCEL THE APPOINTMENT. I WILL NOT PAY FOR AN INSTALLATION I CANCELLED 2 WEEKS AGO.
Why is the availability check giving incorrect information
I was looking to subscribe to multiple services: fibre internet and TV. The availability check on the website says both are available in my area. However, each time I try to submit an order, I am told by the service rep that only internet is available. I can only assume that the sales and marketing team are providing unclear information so they can attempt to sell people on internet-only.Dropping packets with my new Fibre upgrade
Hello, Since upgrading my connection to Fibre, I've been experiencing what I believe to be intermittent but severe packet loss, which is making everything from online gaming to work tasks regularly impossible. This seems to be a serious issue, but I've contacted several telus phone agents and because I'm maintaining a good overall network speed, they have not been interested in investigating it futher (or don't beleive me? Not sure). I've seen several other posts about this packet loss issue over the last year or so on the forum, and would love some additional support to either verify or move past this as my major issue. Thanks! Quick packet test logs below. Sorry if the formatting gets mangled, doing this from my phone |------------------------------------------------------------------------------------------| | WinMTR statistics | | Host - % | Sent | Recv | Best | Avrg | Wrst | Last | |------------------------------------------------|------|------|------|------|------|------| | OpenWrt.lan - 2 | 193 | 191 | 3 | 5 | 51 | 6 | | 10.27.148.1 - 4 | 178 | 172 | 4 | 6 | 53 | 6 | | 96.1.214.252 - 8 | 154 | 142 | 4 | 6 | 53 | 6 | | No response from host - 100 | 40 | 0 | 0 | 0 | 0 | 0 | | No response from host - 100 | 40 | 0 | 0 | 0 | 0 | 0 | | halifax.leaf.canada.psi.net - 2 | 193 | 191 | 4 | 6 | 53 | 8 | | QUBCPQAJDR02.bb.telus.com - 46 | 70 | 38 | 0 | 18 | 92 | 22 | | one.one.one.one - 2 | 187 | 184 | 4 | 6 | 52 | 6 | |________________________________________________|______|______|______|______|______|______| WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
3Gbps service to 6Mbps and no support
This afternoon my internet seemed to die. Rebooted the router. Haven’t had to do this ever thought it should be fine. Thing’s were not better after the reboot. Did a speed test from computer directly connected to the router. 6Mbps down less than 1Mbps up. On Fiber???? Tried to get support. Was told I’d get a call back in 25 minutes. Hours went by. Sent another request after jumping through all the Ai support hoops. Hours went by no assistance. Asked the chat bot for chat with human support. It took me to the contact page where that chat function takes me back to the useless AI assistant. So many rogers reps come to my door. Going to inquire and if compatible. Maybe make the switch. Been completely hung out to dry on this one.
Connecting Arcadyan PRV65B to TP-Link Deco AX3000 X50
Hi all, I’m setting up my Telus Arcadyan PRV65B Wi-Fi hub with my Deco X50 mesh. With bridge mode off, the Deco works perfectly, I get strong, fast wifi throughout the house. I want the Deco to manage routing, so I switch the Arcadyan to full bridge mode. When I do, wifi drops completely on the Deco: the light flashes blue and yellow during setup but ends up solid red. I’ve set VLAN ID 35, priority 0, and tried cloning the Arcadyan’s MAC to the Deco. My in-wall Ethernet ports work fine. Tried power cycling and hard resetting both. Tried wiring the Deco into all 4 ports. The top light on the Arcadyan (Wi-Fi) is red, but the front internet light is green so bridge mode to be works correctly. I can attest to this as my smartTV is hardwired and connected with no issue. What am I missing, and how can I get the Deco to handle routing correctly to get the wifi working?
Latency/Packet Loss to Access Hub / Router
Hi all I have Telus fiber and it has been pretty much fine for ~1 year, but getting connection issues today. Figured I would ask the community before reaching out to CS, have seen lots of helpful posts. I have the white square Network Access Hub (NH20A) as well as the small Boost 2 router(?), and have been getting huge latency spikes and packet loss basically leading to a complete disconnect for ~1 minute. My wifi connection to the router remains at full strength. An example of this happening below, with charts showing constantly pinging the Network Access Hub and the Boost 2: Access Hub: latency up to 2650ms with 100% packet loss for 1-2 minutes Router: latency up to 520ms with 100% packet loss I've tried restarting both -- any other ideas before I reach out to CS? ThanksTelus WiFi intermittent
Has anyone in the lower mainland bc had an issue with telus wifi being intermittent. It sometimes disconnects for more than ten minutes at a time and stays this way back and forth for more than an hour. What was your solution? The agent came by and replaced all the modems and boosts. Asked me to go buy a new router and I am still having an issue. Is this a setup issue? we have not had problems in the past and these last two weeks it’s been horrible connections. nothing changed in our end. We work from home so we looking for any advice. the agent mentioned maybe replacing outside fibre at our cost not even sure what that means.
Inconsistent internet access
I live in Agassiz, B.C. This problem began the same night the wild fires in Yale started a few weeks ago. Our internet access all of a sudden is intermittent and goes off for no reason which also affects the TV which is new and was part of the internet package from Telus. A few times the disconnection has been brief and the TV will connect again on its own but to date I have spent over two hours on the phone trying to get help. I've rebooted the wall box multiple times, have gone through trouble shooting with Telus call centre agents in other countries. Two weeks ago it seemed to rectify itself but now it's down again - repeatedly. I reboot the box and it comes back up again for a bit but then disconnects. Is there a problem with the actual wall box?? The installation tech said the wifi should work in a house up to 4000 sq.ft. and mine is smaller so there shouldn't be a problem but in retrospect I should've taken him up on his offer to hard wire. I am fed up with this. Fibre optic seems to be unreliable and I am not satisfied with having to tether to my cell phone on a continual basis. I work at home and I do not want to have to spend more useless hours on the phone. I am also told that I will be charged a service fee of at least $200 to have a technician attend if the problem is my fault which I can't see because I haven't done anything to the Telus equipment which was just installed late March of this year. Is anyone else out there having the same problem? HELP!!
I power cycled my router and now there is no signal
Hi there. I have a fibre connection with a modem/router style box that has numerous ports on it. long story short but I was trying to connect a NAS and they suggested I power cycle the router. I did so, and now I have no internet signal whatsoever. I was on hold with support for 40 minutes and then they disconnected as it was past their working hours any tips? Thanks 🙏
