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.
Can't login to Telus account on optik tv box
Hi, I set up a new service recently and I haven't been unable to login to my account using my email and password. I also cannot login to my TV either (using optik tv android box). I have logged in using the email a link method without any issues. I then reset my password and tried logging back in with my email and password but it doesn't work. Any idea what is going on? I haven't even able to access my tv services or telustvplus. I get the following error: Sorry, an error has occurred. Please try again later. I know the password is right because when I have reset the password (after logging into mytelus account using the email link) it says you cannot use the same password as last time.Upgraded to Optik TV Android Box - Profiles
We have multiple Telus Optik TV Android boxes (TelusTV-24S). We upgraded from the old Optik boxes. They all powered up and work just fine except we never get a "Who is watching?" screen where I can choose between the profiles. When it was first set up on the home page it shows a spot down the page to create them which we did but after selecting one, it goes back to the Home Screen. Each profile has a different profile pic. We cannot find any profiles. On the "Home" screen, I have a "Settings" tab, which has a "Gear" icon, but when clicked, this doesn't allow me to do anything with profiles. Under settings- device settings- accounts and profiles - has no accounts listed(we can only sign in to google there). The profile selection screen at telustvplus.com doesn’t show up either. We updated the software and did a couple of factory restarts to no avail. We have called telus customer support a couple of times with no help. The first time after getting the boxes a week ago and was told to wait a week and call back if it wasn’t fix as the boxes all weren’t on the account yet. The second time (yesterday) was told we have to have a google account signed in for profiles to work. (I told them I don’t want that because that’s not what I was talking about but have since tried signing in with a google account and that didn’t do anything). It seems to me the people I’ve talk to don’t understand what we mean even when both times have been with them on video while trying to explain. I’ve mentioned the telus webpage about the profiles (user-profiles-optik-tv) and was told it’s wrong and that can’t be done. In looking on this site, it seems the solution may be an account setup issue not a hardware issue but nobody with customer support seems to understand. Maybe someone here can help. Has something changed with the profiles and the webpage hasn’t been updated? Thanks
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.
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?Can't login anymore to Telus Connect app
For no reason, I can't login anymore to the Telus Connect app. It keeps saying "we are unable to login in at this time, please try again later.". It was working fine before. I've tried everything, clear the app cache and data, uninstall and reinstall the app, I also rebooted the modem router, but nothing works. This really sucks because I can't control anymore the internet schedule time for my kid. I really wish we could have a web interface for the app as an alternative.Telus delay of starting my service contract took maybe on the 30 day cancellation period.
Oh gosh, where do I even start on Telus issues. For now let’s talk about how the delays that Telus caused said I got my account and contract took me on their cancellation period they’re saying. How can I get a reasonable person on the phone to talk to - someone sides people giving robotic answers that the management behind them tell them to say. Just getting very rigid answers by the book that ignores the details I give them of what their billing mistake is. . . it doesn’t help. up to almost 6 hours on the phone with customer service AND Loyalty/Customer retention. Even more ridge.
