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andirons
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Joined 5 years ago
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Outrageous Hold Times
What is going on at Telus support that causes 1+ hour hold times every time I call? Seriously…the call centres are in the Philippines and they are only “open” like 8am - 6pm EST? How is this normal? The hack I have learned is that if you wait more than an hour on hold and then hang up, you get bumped to the front of the line the next time you call. It’s a shame that this is something I need to do to get service.3.2KViews4likes1CommentRe: Wait time
The challenge is that you don't get the full details on what a change will cause downstream, and since most plans are grandfathered and changed so often, you can't just revert to your old plan if something isn't as expected in the new plan. The only way to verify this is to talk to an agent and get the call recorded to protect yourself. What a great customer experience (although this isn't unique to Telus).14KViews0likes0CommentsPeace of Mind Connect Plan Bait & Switch?
I've been on a "Peace of Mind Connect" plan for a few months now with a phone and two data devices (3 SIMs). The plans allow unlimited number of devices to share one data bucket (15GB in my case) with no additional charges per device. I pay one fee per month and I can have 1 SIM or 10 SIMs using that data. I'm very happy. Fast forward to now, and the "Peace of Mind Connect" plans are no longer offered. so I can't upgrade to a higher storage plan. Though I'm disappointed, I understand this. It was a good deal while it lasted. Here's where I get unhappy: Today I called in to request a new SIM for another device on my plan and I was told that this isn't possible, since the Peace of Mind Connect plans aren't offered any longer. My existing devices are OK, but I cannot add any new devices to my plan. What gives here? How can they change the terms of my plan like this? Anyone else having this issue?6.8KViews0likes2Comments