poor customer service
4 Topics
Optik not recording
Over the past week my wife tried recording a number of shows and they ended up not getting recorded. Today I had a live show (Can v USA final game) programmed to record. I checked it 2 hours and double checked it one hour before it was to start. We also tried to record the Pregame and the Behind The Scenes for 4 Nations tournament. We checked shortly after the recording was supposed to start and nothing was recorded and the live game was not recording. Can they fix this issue? Is it better to just cancel the service and go to Rogers/Shaw? And the fact they don't have live support proves they don't care about Customer Service. Very disgusted with this company.3.3KViews2likes14Comments
Frustrated with no internet activated
Received modem 24 hours ago, still unable to access internet. Customer supports connects after an hour then they keep you on hold for an hour. Apparently people who lived in this place before had internet which is on hold so I can not get internet. Tried so many times calling them, it’s always more than an hour to connect to a person. There is no email, please either help or take your wonderfulty service back. I would go with other providers.705Views0likes1CommentHow to file a formal complaint!
In July of 2024 I tried to set up services at our new home but because the house had not sold we wanted to leave the security system until it sold. Low and behold the house sold 5 days after going on the market. We called Telus to inform them we need to cancel the services at old address but still wanted the services moved to the new address. Install comes and everything is great. 2 weeks after the install the Internet stops working we call and they said they had disconnect the wrong address. Ok fine. We get our first bill since the move. 2 internet charges, 2 tv services charges and 1 security charge. We call again they tell us they will escalate it to the back end as this is something they need to fix. Issue a 50 dollar credit which didn’t even cover the cost of the double charges. Sept roles around and our bill is almost double. We call again. Again told they will escalate it and call us back within 24hours. Never received a call back. So we call again. Told the same thing. It needs to be escalated to the back end issue another 50 dollar credit. October meet with the same **bleep** thing. Double billed another phone call sale excuses and another credit. Still 2 internet services, 2 tv services and 1 security. November rolls around same **bleep** thing. At this point we are beyond frustrated because again our internet stops working. Well this time the back end cancels the VPN. We finally speak to someone from upper management they look at the account and say this is complete mess. We will credit you back 3 months of services and make sure this is fixed for good. Well here we are in Dec and low and behold we are STILL being charged for 2 internet, 2 tv services and security difference this month is we where actually charged a cancellation and connection fee. Our internet bill went up by 40 dollars a month. We are at our wits end. We have called numerous times since August and there have been ZERO rectifications on anything. We have all our home services and 3 cell phones with Telus. Long standing customers and completely being screwed over and no one seems to want to fix it. This is the WORST CUSTOMER SERVICE we have ever had to deal with. We don’t even know what to do next except cancel all services including cell phones as we want nothing to do with Telus any longer1.1KViews1like1Comment
Tried Explaining My Issue and Agent Rudely Responded, "Are you done?"
Note: it seems Telus was able to change the terms of our service agreement without informing me, so please check your bills every so often to make sure it's all correct! I spoke with a guy called Julius or Julio today, from the customer retention department. I was transferred to him after I spoke with a lady from the billing department about Telus removing a 2 year discount of $15 from my bill without notifying me. She told me Julius will be able to help me add the discount back, but only for 6 months. Julius started the call by telling me he can apply a 6 month $15 discount to try to correct the fact that Telus removed this 2 year discount without any notice. I then asked if it was possible to remove Wifi Plus ($10/m charge) and keep the equipment, and he said yes. I asked are you sure because the lady said it's not possible, that I will have to return all equipment, and he just simply said "just wait on the line". After 30s he told me he's removing the Wifi Plus now and will transfer me to the Tech department so they can walk me through what equipment to return. I then tried to explain why I called today -- to summarize: I signed up for 1GB internet, but after the initial set up I was getting 100-200mb, which was confirmed on a tech call. Tech support told me they will send someone over to fix the issue because it's clear to them the initial set up was not done correctly, since I was getting nowhere near 1GB. This took 2 weeks. Technician came and fixed the internet, but now I'm charged a monthly $10/m for Wifi Plus. I called Tech support to ask, and they said the previous agent applied a 3 month credit worth $7.50 though. I asked if I can cancel it since it's not what I wanted, I just wanted the promised 1GB internet and they said no, but the can give me a 2 year $15 credit to offset all the troubles. I received a new service agreement with the 2 year credit Feb 2024. $15 credit was applied for 1 month for March, and then for April's bill I noticed the $15 was missing. Called in today to ask about the charge, and I was told in the backend they can see the discount was removed internally but they cannot bring the discount back. After I explained all of this, Julius rudely said "Are you done?" like you would ask someone after they were throwing a tantrum. I was shocked and just responded with "wow, 'are you done?'", in which he quickly tried to explain with "no what I meant was are you done speaking because I don't want to cut you off.... he then proceeds to try to explain out of that one, and then I just told him please apply the $15 6 month credit and keep Wifi Plus because I do not want to return any equipment if that will drop by internet back to 100-200mbps. He then placed me on a hold for another 20-30mins and when he returned he told me I can keep the equipment and he already cancelled my Wifi Plus. I asked him if I will get a new service agreement or if my April bill will get updated, to which he said no, and I will just get a new bill in May. Overall pretty disappointed in my experience with Telus. I had to call in several times, have the technician come twice, and got charged for additional services just to get the promised 1GB internet. I live in a 1 bedroom apartment and I was getting 100-200 speed 2-3 meters from the modem. All I wanted from today's call was to keep my $15 discount, but now I'm left with no discount and they cancelled my Wifi Plus with no proof of any of these changes and the promise tha I wont have to return the equipment. I had expressed to Julius again and again that I would like to get the $15 discount even if it was only for 6 months, and he just went ahead and cancelled my service without the discount.Solved3.7KViews0likes3Comments