My Horrible Experience with Telus Canada Customer Support in 2026 - Part Two

Part Two of My Horrible Experience with Telus Canada Customer Support in 2026

To continue from my previous post detailing my experience with the horrible Telus customer support in Canada. I finally got a new schedule for Telus to install my PureFibre internet connection. I was going about my day when I got the call from Bell tech. Apparently, the tickets being filed by Telus was wrong according to the Bell tech. As I've stated, the tickets were for Address A only. If Bell comes on February 26, he'll face the same problem. I could technically "ignore" what he said and just wait for him to come on February 26, but the possibility of the Bell tech encountering the same problem and then leaving was high. 

The Ballad of Dropped Calls by Telus Customer Support Continues

This worried me as I already filed for another absence on February 26, that would make more than 1,400 dollars in lost income. The possibility of having to file another day next week would balloon my lost income to as much as 2,100 dollars. That is not a small amount. 

I had to call Telus CSR to confirm again. And as usual, they refused to talked to Bell support, relying instead on whatever ticket system they're using. I already saw the Telus tech manage to push for a February 26 schedule. Telus CSR just needed to make sure the ticket filed on that day is for Address B. Instead of confirming it, their back end stubbornly wanted to cancel the schedule and rebook it. That was not what I wanted. I kept trying to explain that Bell already agreed to service my address on February 26, they just need a new ticket. 

If the Telus tech could do it, surely their backend would be able to do something better. Unfortunately, that was not the case. The Telus CSR tried to make the issue go away by just outright dismissing me and doing the same thing of telling me they'll let me talk to a manager or supervisor and then just disconnecting the calls. I felt very disrespected.

The Final Telus Canada Customer Support Agent

I finally reached the last guy my patience was allowing me to tolerate. I thought since he was a guy, he'd be a bit more sympathetic to me (the previous ones were mostly females and very female dog behavior if you know what I mean). Unfortunately, he was regurgitating the same thing their back end was saying. I kept asking him again, just call Bell please and coordinate. 

Finally, I just asked, can you give me the number of Bell that you guys call and I will call myself. He did give me a number and then basically told me to hangup. That felt very dismissive and insulting. And I did call the number he gave me, it kept getting disconnected and I feel like it was a fake number. 

Bell Customer Support to the Rescue and the Telus Cancelation Email

I really wanted to understand what was happening so I searched online to talk to the Bell CSR. I found one and called them and managed to get a human being immediately. That was surprising and a good sign. 

I explained my situation, can your Bell technician coordinate again with Telus so that I can be sure about February 26 as my installation date. The Bell CSR didn't forward me to the Bell tech, instead he went on a sales pitch on how he could give me a better deal for  mobility and home internet.

 
The thought of switching services didn't cross my mind at first. I did not want to let go of my phone number as it is connected to banking and social media accounts. I was going to decline and probably just wait for February 26, come what may on that day. I need that internet connection.

That's when I got this email:

Like how the other Telus CSRs were re-booking me without my permission, some Telus agent canceled my home internet service without my expressed consent. This felt like a passive aggressive way to force me to re-apply and get another date for installation. I do not know what their intentions were for doing this, but this was the last straw. 

I asked the Bell support again to repeat the offer he was giving me. Basically, he'd bundle the a better mobility and same 1.5gbps  home internet and throw in Crave basic and the total was actually 80 dollars less than what I would be paying Telus for both mobility and home internet. 

That was it for me, I signed up immediately. A few hours later, got my number ported to Bell, I'm getting the modem on February 26 and it will be a self-installation because Address B is already wired for Bell services. 

So, you might think that all is well and that would mark the end of my horrible experience with Telus Canada Customer Support but no... There's a part Three