telus

3 Topics

TELUS Home Internet (fibre) keeps dropping every few hours router or line problem?
The past one week, my TELUS fibre connection has been cutting off unexpectedly many times throughout the day. The modem/ router displays the light of internet fades away (takes upto 30-60 seconds) and then reappears. Smart home devices lose connection, rechargeable streaming buffers are no longer available, and telephone calls over the internet (VoIP) fail. Things I’ve tried so far: Rebooted the Home Hub and my router. Factory-reset the Home Hub and had reconfigured basic settings. DESCHNICHT connected a laptop to the ONT (whenever possible) - same disconnects. Safely powering up in hours of sleep Checked TELUS outage page (no widespread outage listed) Replaced Ethernet cable and used another wall port. I even went to Forum GetAssist to see whether anybody had the same kind of connectivity problem with the ISPs, and there were a few mentions of random drops, though no specific solution. WAN links drops were recorded repeatedly (there were no evident authentication failures). TELUS tech support created a ticket and reported that nothing was apparent on their side yet. Could this be a flaky ONT, line issue or a problem with the Home Hub firmware? Which diagnostic steps or tests would you recommend that the tech perform?
marcowaynne
2 months ago Place Mobility
421Views
0likes
4Comments
Complaint Regarding Customer Service Experience and Billing Issues
Dear Telus Management, I am writing to express my deep dissatisfaction with the customer service I received while attempting to clarify the details of my new contract and discounts. My recent experience has left me feeling frustrated, undervalued, and concerned about your team's overall quality of support. Summary of Issues: • I was bounced between multiple agents, my calls were disconnected, and I received inconsistent information regarding my contract and discounts. • I initially renewed my contract after speaking with an agent named Abdul, who gave me a deal that I accepted, although it couldn’t match an offer from Rogers. However, after reviewing the contract, I noticed it didn’t reflect the discounts or plan details discussed, such as the 500GB of data and additional discounts for pre-authorized payments. • When I called to clarify, Eunice from the BCX Wireless Car team told me that the discounts had been applied. However, she copied and pasted Abdul’s notes, which did not clarify the discount details. Additionally, I was disconnected multiple times when trying to speak with support and even left on hold with no resolution. • A friend who is also a Telus customer showed me his plan details, and he is receiving a similar plan for significantly less without needing to purchase devices, which contradicts what Abdul told me. • I spoke to multiple agents, including Maria and Regal, who could not provide clarity or escalate my case as requested. I was finally given case number 21911243 and told that a manager would call me back within two hours, which did not happen. Instead, I was informed that I needed to wait 24 hours. • In my conversation with Juan from the loyalty team, I was falsely accused of being discriminatory when I referenced another department, which was highly offensive and uncalled for. Juan later apologized, saying that the experience was utterly unacceptable. • At this point, I feel I am being misled and mistreated. Despite multiple calls and escalations, I still do not have clarity on my discounts or a fair resolution to my concerns. I left Rogers to come to Telus because I believed in the promise of better service and fair treatment, but this experience has been anything but. If my concerns are not addressed, I will be forced to escalate this further, including to the Office of the President, the media, and the Better Business Bureau. My Request: I am requesting a clear breakdown of my contract, including all applicable discounts, and a fair resolution to the issues I’ve experienced. Additionally, I ask that someone review the call recordings to understand the poor treatment I received from various agents. Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution. Sincerely, Benold [Mod Edit: Removed Last Name] Telus Customer
benoldj
12 months ago Place Mobility
4.4KViews
1like
6Comments
Technician Scam
Had a technician visit 2 weeks ago for home services and he sold me on a great sounding mobility plan, when i switched from Bell EPP. I asked explicitly if I could use my Apple Watch with this contract and if this counts towards a discount for my home services. Turns out now there is no way of using the plan with my Apple Watch, it doesn’t count towards a discount on the home service, only mentioned the $60 connection fee after already transferring the number, a rep on the phone told me that I could have signed up for an unlimited plan for less, in the end I’m basically now paying more for less and I’m screwed on the Apple Watch connection. However phone reps are not letting me out of the contract or let me change it. Good reminder to never let a rep or tech let you sell something you haven’t read the fine print on … 1 month in and already can’t wait to switch away from Telus. Anonymous, if you let techs sell stuff please make sure they actually know what their selling …
YEGBen
2 years ago Place Mobility
2.5KViews
0likes
2Comments