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.
Lucky to get hold of Tech Support
May be other customers feel the same pain/joy to approach Tech Support. Been trying to get hold of the tech support from couple of months for the issues in cameras and every time I try to approach via the number shared by TELUS on there website my efforts rendered useless and broke my heart like M leaf's. But tried again with enthusiasm next time. After trying many times in the span of 3 months I finally got hold Tech Support not sure how, same phone and same chatbot let my call go through. What a sign of relief and joy I felt have no words to describe. Well the tech support was very nice and helped to resolve the some issues and promised to send new camera. ... continued ......😂😂
URGENT: My Payment Arrangement Was Honoured — Yet My account was sent to collections.
I am extremely frustrated and disappointed with how this situation has been handled. I made a formal payment arrangement with your team, and we clearly agreed that if I paid a large amount upfront, my security would be reactivated and I would be able to finish out my contract. I followed through on this agreement and paid over $1,000 exactly as instructed. Despite fulfilling my end of the arrangement, my account was still sent to collections immediately afterward. This is completely unacceptable and shows a serious lack of communication and accountability on your end. I upheld my commitment in full, and I should not be punished for doing exactly what was agreed upon. I expect this to be corrected immediately and for my account to be removed from collections without delay. i also can’t get ahold of anyone or get a straight answer and management doesn’t call back when they say they will.
Representatives refuse to let me cancel my services
I would like to cancel my internet, TV, and smarthome services. I’ve been calling for hours and transferred between over a dozen agents, no one has been willing to help me. They keep transferring me to dead lines and hanging up on me. This is extremely unacceptable, can someone please help me.Last attempt before legal action
I have been a loyal TELUS customer since before the brand existed. Over the years, I watched TELUS grow into a leader in Canadian telecom. Unfortunately, my recent experiences as both a customer and property owner of Redwater Site #1210 have declined to the point that they require public attention. Several years ago, I was the victim of TELUS Mobility fraud. I ordered one phone but was sent three. I returned two immediately, yet was billed for all three and later charged for plans tied to those devices once activated elsewhere. While travelling, the one phone I kept was abruptly shut down by TELUS’s fraud unit, leaving me stranded and forced to buy a replacement. Since then, I have spent more than two years pursuing a refund and resolution. I have endured broken promises, managers who never called back, being yelled at, falsely accused, hung up on, and misled about U.S. coverage. Escalations produced no results. I continue to face charges for services I never used, including U.S. roaming fees. I repeatedly asked for a mobility plan that covered Canada and the U.S., but this was never provided. Adding to this, I am entitled under my tower agreement to four complimentary phones of my choice every two years. Despite repeated written and verbal requests, I have received none. As a matter of professional courtesy — corporation to corporation — I ask TELUS executive leadership: What do you advise if my requests for resolution, contract fulfillment, and fair compensation continue to be ignored? I will gladly send proof of Telus's internal fraud, bills and communications with Telus for the last 2.5 years to anyone that will listen and take action. My only goal is fair treatment, accountability, and the service TELUS claims to provide its customers. I look forward to your prompt response. Brian Lasner, MD
Ongoing Issues with Phone Order, Defective Device, and Customer Service
This is a long one because the situation has gone past frustrating and entered "ludicrously bad service" territory. Where to start? *Ordered a new phone early December online (first mistake, their webstore is AWFUL) *Couldn't order the case I wanted, and had to settle for one I didn't like *Took weeks to ship *Couldn't get the email with a label to send the old phone back when I did finally get it *4 hours on the phone to deal with it *Finally send back the phone after talking to multiple people *Am given a lame $50 credit for my trouble (I had to miss work because of this) *First day with the new phone, camera is defective *Call Telus, it course nobody can help me except the webstore, who doesn't answer their phone and takes days to respond to emails *Finally get to talk to someone, they apparently request a mailer with the new phone inside and a label to return the defective one *That was January 7th and have heard nothing since *Used chat to ask about the order today, was told "oh yeah I can't help you, I'll call you and transfer you to the webstore" *Had to explain multiple times what the issue was to this person *Sit on hold with the webstore for an hour *They disconnect me So I got $50 and a broken phone for my HOURS of time spent with these incompetent reps, nobody can give me any answers, nobody responds to messages or emails. Can someone st Telus tell me why exactly I should continue to be a customer? Because I have never been treated so poorly by a company in my life and has soured me so much on Telus that after this term I will probably never buy services from them again, and I have been a Telus customer in some capacity for over 20 years. Totally disgusted, frankly.
Customer Service....
January 15th 2025 - I got a quote from our sales specialist to start up a business account, along with mobility, security, WIFI, and cable... I told her at around 2-3pm that I'd discuss with my husband, and by 6-7pm she was calling me asking me if it was approved, which seemed a little weird but anyways, we did go ahead and approve it. I sent in the requested information, and a few days later received 1 out of 2 phones, so I inquired with our sales specialist, and she mentioned that there was something going on with my account and that she'd get back to me... one day later, I followed up... she said I'd hear back in a day or two.... I followed up a few days later. Then, to my surprise she stopped answering emails, so I tried calling, and I didn't get through so finally I called in to TELUS directly and they let me know that only my sales specialist could help, great... nothing was happening there. I followed up on Feb 1st with no answer. I finally got a response today ( Feb 2 2025) after following up again , after adding to my email that I can just cancel if this isn't going to work out and surprise surprise I got a call... He told me I needed to have some patience and just wait, which is frustrating to hear after waiting over 2 weeks since the beginning of this transaction. I still have no second phone, no internet and cable.
