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Robots on Customer Service
I have been attempting to solve my problem - the enterphone system in our entrance requires a visitor to dial a 3 digit numer of the resident and when the resident answers they can buzz them in or not. For the last week I experienced a problem - when I answer the ring there is no response from the person who is requesting entry - instead it goes to voice mail and I am unable to speak with my visitor. Our building manager tried to buzz me and all he heard was the response from my voice mail. He told me that someone else in the building had experienced the same issue and had to contact Telus??? I have been trying to "contact" Telus but I never am able to speak to a real live human and the AI does not understand my issue. How do I solve this problem???
So Frustrated !!
Their pre paid system has been down for days,can't top up my account. Not by phone, not online. I reached out through FB they said will run credit card on file, it declined because it needed to be updated.I update card and then told they can't run it. I verified who I was with the first card.I now have no phone to use. I have been a customer almost 25 years and I am ready to walk away. Being told you can't do something that was just done is unacceptable
Web Store
Do not order anything from the Telus web store. It's a complete joke. My husband just switched from Rogers, and the process was horrible. He placed the order online, and it was approved. The web store is very slow with orders and deliveries. He received a text that, someone from the web store was going to call him to verify the order and his identity. I get that, it's to prevent fraud. The agent that called him was useless. She asked the usual questions, and sent him a link to provide his identity via email. That link did not work, and it was clearly a problem with Telus, after he sent his ID, and he asked her to resend the link via text, she refused and said it must be your internet connection. There is NOTHING wrong with my internet connection. After all this nonsense, he asked her for other options to verify his identity, she said no and refused, and said if the link does not work, we can't approve you order, after he all ready paid for it. He called back, and once again explained the details and verified the order, what a complete waste of time and joke because he already did this twice now. The second agent was helpful, and all of a sudden the order was was good even after he sent his photo ID. What a complete joke and waste time. TELUS should be completely embarrassed all this nonsense and the way that they treat new customers. If he wanted this kind of service, he would have stayed with Rogers.
SMS won’t work
just ported back to Telus from Rogers and discovered I can’t send or receive sms messages . This has also resulted in my iMessage being unable to send / receive on my number because it needs to send an sms verification to start the process . I’ve done all the online steps including resets and power cycles , I’ve also moved my eSIM over to another Telus phone I have and had the same issue. Convinces me the issue is server side not device side
Prepaid Plan won't let me make a call
I've had a Telus Prepaid plan since 2021. Every month I get a text saying my plan was automatically renewed, my credit card is charged, and everything is good. Except this month I can't make or receive any calls! I get a recording that tells me my plan isn't topped up. And yet my credit card has been charged, and I received the same text message that says my plan was automatically renewed. So what's going on?Network losing texts?
Is anyone else experiencing the network not delivering some of their texts? I am finding that at least 1/3 of the texts I have been trying to send over the last nearly 3 weeks are not being delivered to their intended recipient. I have tried troubleshooting issues with the phone (it is a new samsung s25 so it shouldn't have hardware issues either), the SIM card, and confirmed I have no issues with my plan. The recipient is aware I am trying to text them, and if it wasn't for them checking back with me if I had responded I wouldn't know the texts had not been delivered because my phone is saying they are being delivered. I am in service areas and have access to wifi, but the problem persists, with it affecting both SMS and MMS messages. Does anyone have experience with something like this happening, and if so, does anyone have any advice on how to solve the issue?
