I have been a loyal subscriber to Telus ever since I arrived here in Canada. Well, technically I started off with Koodo in 2019 but I remember Koodo offering me to switch to Telus for a better plan. That's basically 7 years with Telus.
Crappy Website Application for Telus PureFibre
The problem started with applying for a home internet service. I initially tried with the website. Unfortunately, my application kept getting flagged for credit score problems even though I have a credit score of 840 (in Credit Karma)
Now, eventually I managed to talk to a human being. Unfortunately, only one plan was available for my address. It was the 1.5gbps and cost like 130 dollars. I was willing to pay for that just to get a home internet that I need for my work from home gig. The agent did entice me by saying that I'm eligible for some sort of promo that would knock the price down to 79 dollars.
I was happy with that offer. I requested it, and even though it would take a week or so to set it up on February 14, 2026, I was fine with that. I took day off work and being a contractual employee, I gave up a whole day of salary (approximately 700 dollars). And I also scheduled the company IT to set up VPN on the same day so I can work from home.
The Bell Technician vs Telus Support
February 24, the Bell technician came. Honestly, I was surprised and then realized that apparently, Telus shares infrastructure with Bell and that they need the Bell tech to "split" the internet line or whatever was needed. However, the Bell tech explained that he couldn't do it because the ticket filed by the agent who processed my PureFibre application made a mistake. The Telus CSR filed a ticket for a single dwelling abode instead of multi-dwelling abode cause I'm renting the basement.
He further explained that the ticket was made to "Address A" only, when house also has an "Address B" which is the basement I'm renting. He could connect the line, but I would be constantly competing with Address A since the ticket was only for Address A. A new ticket would have to be filed for Address B.
I tried my best to contact the Telus CSR as soon as possible while asking the Bell tech to stay for a bit. Unfortunately, Telus CSR has this annoying bot where you need to do a 20 questions game before talking to a human being. The Bell tech had to leave.
I finally got a hold of a human being (FINALLY!) and quickly explained the situation expecting a sympathetic ear and quick resolution. But nope, what followed was a painful cat and mouse game for answers.
The Telus tech insisted they gave the right address to Bell tech. I kept telling them that if that was true, why did the Bell tech leave? Can they call Bell and sort it out since they're the ones that would be best equipped to do that.
The CSRs I talked to were very resistant to doing anything other than referring to the "back end" and ending up just giving me different days to which I'm not available and don't have plans of losing another 700 dollar income and rescheduling IT for the VPN access.
Telus Canada Support Disconnecting Calls
I kept asking for a better resolution and not just rescheduling. Without my consent, Telus CSR actually put in several tickets for several days in the first week of March to have the Bell tech visit my home. And all those tickets were the same, Address A only which is what I inferred from the conversation I had with the Bell tech who called me by afternoon. Since I kept on pushing for an at least acceptable solution, the Telus CSRs started doing this thing of "referring" me to a higher-up and putting me on hold for the transfer and then disconnecting the call. I had to call multiple times and they kept disconnecting me.
I finally got through to someone who then forwarded me to a guy named Mohammed who was able to reschedule me on March 2, a date that I proposed and was willing to be absent again if it meant setting up the internet for my work from home gig. The previous CSRs kept telling me that March 2 was impossible, and yet Telus CSR Mohammed was able to do just that. That was an acceptable situation though Mohammed was a bit gruff and direct to the point, but at least he got the job done.
Telus Tech Tries to Save The Day
I was resigned to my fate of being rescheduled on March 2 when the Telus tech actually came. I was surprised because I expected that the appointment would be canceled after the I already explained to Telus CSRs multiple times that the Bell technician wasn't able to do his job. What kind of ticket system are they using that it doesn't seem to help them communicate with each other.
The Telus tech was nice though. He actually went the extra effort to CALL Bell support himself and managed to talk to someone and he was able to open up a schedule on February 26! This just proves to me that Telus CSR have the capability to actually communicate to another human being instead of relying on the computer. Because that was the excuse the Telus CSRs were using, every time they redo the ticket, the computer spits out a new date and not the old one. That's why I kept asking, call Bell and coordinate with them personally. The Telus tech was able to do it.
After some chit-chat, I was happy to finally get a closer schedule on February 26. All was well.
Or so I thought.
No comments:
Post a Comment