My Telus Horror Story

[thefan79]

Telus really sucks. You won't believe how many problems I've had over the last few weeks. I moved in with my mother to help her out with the bills after years of living by myself in a bachelor suite. I wanted to transfer over only my high-speed Internet account to the new address since my mom already signed up with a new phone number. First, I went online and tried doing it that way. The only problem is, there was only the option of transferring everything over when you do it online (phone and Internet). So, I did that, and then phoned back and told them to transfer only the Internet, and that I wouldn't be keeping my old phone number since my mom had one already. They said I would have to transfer ownership of my high-speed account to my mom. I later found out from my mom that she also went ahead and ordered her own high-speed Internet account with Telus under a one-year term. So, I called Telus back and told them that my mom has Internet, and to go ahead and cancel my high-speed account, but that I would like to transfer my email addresses to the new high-speed account. They said that would be no problem.

In the meantime, those assholes called my mother and told her that they couldn't let her keep the phone number they had given her. They even had the balls to ask her "Where did you get that phone number?" You gave it to her, you fucking idiots! So, they set her up with a new phone number. We had to go and re-notify all these different companies of the new address and re-order our cheques that had the old number printed on them.

Back to the email issue, the dumb bitch I talked to at Telus told me I would have to BUY the email addresses I wanted transferred to the new account. She said I would have to log-in at webmail.telus.net and purchase them through there, and I would have only 72 hours to do so. What a load. I called back and spoke to a guy who sounded like he was from India. He told me that, no, I wouldn't have to buy the email addresses, but he would have to set up an @telusplanet.net email alias I wanted associated with one of my @telus.net email addresses.

It sounded okay, so for a while, I trusted what they were saying. I wanted my mother to have that free Dell laptop, so I phoned in and upped her high-speed plan to three years. I noticed when calling I got the same stupid bitch who told me I would have to buy my email addresses. She told me a confirmation email from Dell would be sent to my mother's first name.my mother's last [e-mail], which she would have to click on a link in the email to confirm the Dell laptop will be sent to her. First of all, @telus.com addresses are reserved for Telus employees only, NOT customers. What a dumb bitch. She calls back later and leaves a message saying, "I was wrong about your mom's email address," and goes on to give me my mom's correct @telus.net email address.

By this point, I was pissed off. I called my dad and asked him to call Telus and handle it for me. He was going to set it up to have everything transferred over (my old phone number and my old high-speed account). He told Telus to do this. I told my dad that no, I don't want my old phone number or high-speed account. He phoned Telus and told them to cancel that order. The next day, my mom's phone was dead. I phoned back this time, and basically asked them what the hell was going on. "You were instructed not to disconnect her phone number, that none of my old services were to be transferred." They said they had no record of my dad calling in and cancelling the order. So, they re-connect my mom's phone number minutes later.

So, let's see where we are at this point. We're using the new telephone number and my mom's high speed account on a three-year term, right? No. My mom's phone bill arrived a few days ago. I wanted to sign her up for eBill. I put all information that was requested into the website and got an error. I double and triple checked all information. I made no entry mistakes. I phone Telus with my mom's account number. They say, "We have no record of her phone number. You're getting a service you're not paying for. Phone our direct line in Calgary to be put back in the system, so to speak." I called their 403-530-2936 Calgary line. Those assholes proceed to tell me that what was done is that they, despite repeated instructions NOT to, transferred every aspect of my account (minus the old phone number), including the high-speed, to the new phone number and put everything in my name under my old account number, which is why her account number never worked in eBill. They did this July 3. I talked to them on Friday, and they said the new phone number should appear in eBill by Saturday, July 5. Of course, as I write this, eBill still shows my old phone number and address. They were like, "That's what you wanted, right?" I'm like, "No, that isn't what I wanted at all." What a fucking gong show. So, of course, my mother's three-year term for her high-speed is null and void now, so she won't be getting the Dell laptop, since it's my high-speed we're using, and if there's anything good to come out of this, they said she won't be charged the $480 cancellation fee.

One last thing. On June 29, I went to the Telus site and tried creating an email address for my mom. I got an auto-reply to my email saying I would receive another email regarding her email address one the order was processed. That other email never arrived. I called Telus, and, you guessed it, they had no record of the order.

Stay the fuck away from Telus!

[thefan79]

Here's an update. A couple of days ago, I went into eBill and noticed that only the billing address was changed to my new address. What a bunch of stupid cunts. I could've changed the billing address myself. The service address was still my old address, and my old phone number was still the phone number listed. So, I call Telus yet again and tell them how I was told everything would be changed by July 5, and it still hadn't been changed. I told them again to update my bill with the new phone number and address.

As soon as I hung up with them, I sent an email to my father letting him know the situation. Another problem. My Telus email now didn't work. So, obviously, in trying to change my address and phone number and address on my bill, the cunt I talked to fucked that up, hit the wrong button or something, and screwed up my email. That was on Friday, July 18. As I write this, I'm still without Telus email. So, I go to Telus' live chat. I talk to yet another idiot. Of course, since Telus' attitude is the customer is always wrong, he tried blaming it on a password problem, accusing me of forgetting my password. I said, "No. It has NOTHING to do with a password problem. I check my Telus email in Windows Live Mail, and a year ago, I entered the password once, and then put the checkmark beside 'remember password' so I wouldn't have to re-enter my password every time I check my email." He tells me to call customer service to solve the issue.

The next day, I went into eBill again and this time, it said my account was closed! Now, my old phone number and address were gone, as were the listings for my high speed Internet and email. I knew this was bullshit because I still have working phone and Internet (not email, though), so I phone these assholes again. I said "What is going on here?" It sounded like I was talking to a Filipino. He tells me that they are working on the problem. I ask him if he knows how long it will take to fix, and his exact words to me were "That's a good question." I phone back, and get another clueless asshole on the line. He tells me that they have hired a third-party company to fix the problem for me called Spock Investigations. Isn't that a bunch of bullshit? Those Telus idiots screw up my email and then they hire someone else to fix the mess. I have yet to hear from them at all. Shaw is looking better and better all the time.

[thefan79]

Guess what? Nothing has been solved. Everything I've mentioned above is still on-going. No email, no nothing.

[thefan79]

Update. All my problems have been solved now. I still wouldn't recommend Telus to anyone, though.

[gumfoot]

I chose Telus' $20 for 200 minute plan in a 3 year contract (and a Motorola Razr2 PCS phone). I also agreed to try out some additional options like web access and text messaging knowing that each time "I used those options" there would be a charge but I wanted these options in case I needed to download updates from the web or if I wanted to send a text message. Unknown to me, simply by agreeing to have web access, Telus took it upon themselves to send my phone web update requests so each time I used my cell phone, it would check the web for updates and simply by agreeing to text messaging, Telus decided to send me daily informational text messages each of which cost me an additional $1.00. I was not a heavy cell phone user but I typically used my phone 3 or 4 times a month and I never sent a text message or checked the web myself but my monthly bills were close to $70.00 for this $20/200 plan. That is gouging the customer.

[bellpower]

want to leavce telus without cancelation fee??
want more detail email me at [e-mail]

[bellpower]

want to leavce telus without cancelation fee?? you want to have a cheaper rate plan?
want more detail email me at [e-mail] or 514 420 7620

[bee]

If you have the opportunity, switch to shaw. My parents switched from shaw to telus because of price difference, and they won't admit but it was the biggest mistake. Everything about shaw was excellent, they treat customers right, they apologize when they make mistakes (which is hardly ever) and they're fast and efficient. Sure, pricier than telus by a bundle, but i'd rather pay any amount of money and get outstanding service, then pay $40 + whatever they wish to charge me for their fuck ups. If telus was any more expensive, they couldn't even compete against shaw.

[blit416]

Telus is terrible, I'll agree, however, having worked in tech support for years, you are the absolute worst kind of customer. Ignorant, aggressive, and demanding. You guys made our horrible jobs much much much worse. The more I re-read your post, the more I wish you'd suffer the same fate you forced on others. You don't deserve to live in Canada with the civilized folk.

"I wanted to transfer over only my high-speed Internet account to the new address since my mom already signed up with a new phone number"
--- Both go over the same phone line, internet is associated with a phone number, that's how DSL works. You're asking for YOUR internet connection, linked with YOUR phone number (and billed according to your phone number's billing information) to be linked with your mom's phone number. Tricky, but possible, requiring two or three different people from different departments to work on it (Accounting, Tech Support, Engineering).
"The only problem is, there was only the option of transferring everything over when you do it online (phone and Internet). So, I did that"
--- You then transferred everything, internet and phone number, to your Mom's physical phone line. There are now 2 accounts, with multiple services, on one physical phone line.
"and then phoned back and told them to transfer only the Internet, and that I wouldn't be keeping my old phone number since my mom had one already"
--- you then called them and said "Change that, only the internet, bill that to me, but leave the phone number my mom had active" ie: associate my internet connection with your mother's phone number, all on her physical phone line
--- this is already much, much more complicated that a normal phone line & internet connection, and has required the work of 5-6 different people.
"I later found out from my mom that she also went ahead and ordered her own high-speed Internet account with Telus under a one-year term. So, I called Telus back and told them that my mom has Internet, and to go ahead and cancel my high-speed account, but that I would like to transfer my email addresses to the new high-speed account"
--- holy christ, she's now made a change to the same physical phone line (3 more people involved). You want your email address now associated with HER internet account, yet another incredibly rare request, that requires minimum 1 more person to work on it.
"In the meantime, those assholes called my mother and told her that they couldn't let her keep the phone number they had given her. They even had the balls to ask her "Where did you get that phone number?" You gave it to her, you fucking idiots! So, they set her up with a new phone number. We had to go and re-notify all these different companies of the new address and re-order our cheques that had the old number printed on them. "
--- Understandably, someone in engineering is confused by this bizarre string of change requests, and is calling to figure out what this insanity is all about. You re-ordered your cheques because of a phone number change ?
--- There's only one asshole involved in this change request, and he's an ignorant idiot too.
"the dumb bitch I talked to at Telus told me I would have to BUY the email addresses I wanted transferred to the new account"
--- the woman you're abusing is yet another person you've involved in your ridiculousness. Of course they're going to charge you for your email address, what, you get to just tack it onto your mom's account as a bonus free email for being a sexist ? Ass.
"I called back and spoke to a guy who sounded like he was from India. He told me that, no, I wouldn't have to buy the email addresses, but he would have to set up an @telusplanet.net email alias I wanted associated with one of my @telus.net email addresses."
--- you're a racist too ? Sounds like this poor guy tried to make a work-around for your hateful self. He shouldn't have. 1 more poor working class guy involved in your mess.
"I wanted my mother to have that free Dell laptop"
--- this is making more sense now, you're one of those scammy broke people that bullies others into giving you free stuff, rather than working and saving up.
"I got the same stupid bitch", "What a dumb bitch"
--- you kiss your mother with that mouth, boy ?
" called my dad and asked him to call Telus and handle it for me"
--- DAAADDY !! FIX IT FOR ME.
"He was going to set it up to have everything transferred over (my old phone number and my old high-speed account). He told Telus to do"
--- Another work order created. 3 More people involved minimum.
"He phoned Telus and told them to cancel that order."
--- Another change. 1 more person involved.
"They were like, "That's what you wanted, right?" I'm like, "No, that isn't what I wanted at all." "
--- Were they like ? trying to help you like ? despite the fact you're an awful human being that's spreading hurt amongst hard working people because of your low-level of knowlege and understanding ?
They're trying to do right by you, pig.


Let me tell you what a real complaint is:
I ordered a static IP two months ago, for one of my offices, and it took 2.5 weeks for the order to complete. I had to make 4 phone calls, and the change request / order was completely lost once (they dropped the ball and didn't do anything).
We run servers over that static IP (hence why we bought it), and this is a business account.
I had to escalate it to a manager, the work was done, and now two months later they called me and said they're changing our "Static IP". They sold me something, saying it was Static, when it wasn't - it was actually dynamic. That's fraud, and I'm taking my business, and that of the other two offices in this province, elsewhere. When I asked them what they're doing to retain my business, the representative cackled out loud, and said our service would improve.
They're awful because they can't get very very simple requests done in a timely manner, and they're awful because they charge you for services you haven't received (ie: they're defrauding people, like they did me and my business).
You're awful because you're an ignorant sexist racist daddy's boy jerk who made enough work for 20 people due to their own lack of understanding and pushyness. I hope Telus goes out of business. I hope you get very, very sick, and have to work one of the jobs of the people you abuse till the end of your days.

[thereturnofthefan79]

Oct 26, 2012 17:35:37 GMT -5 blit416 said:

Telus is terrible, I'll agree, however, having worked in tech support for years, you are the absolute worst kind of customer. Ignorant, aggressive, and demanding. You guys made our horrible jobs much much much worse. The more I re-read your post, the more I wish you'd suffer the same fate you forced on others. You don't deserve to live in Canada with the civilized folk.

"I wanted to transfer over only my high-speed Internet account to the new address since my mom already signed up with a new phone number"
--- Both go over the same phone line, internet is associated with a phone number, that's how DSL works. You're asking for YOUR internet connection, linked with YOUR phone number (and billed according to your phone number's billing information) to be linked with your mom's phone number. Tricky, but possible, requiring two or three different people from different departments to work on it (Accounting, Tech Support, Engineering).
"The only problem is, there was only the option of transferring everything over when you do it online (phone and Internet). So, I did that"
--- You then transferred everything, internet and phone number, to your Mom's physical phone line. There are now 2 accounts, with multiple services, on one physical phone line.
"and then phoned back and told them to transfer only the Internet, and that I wouldn't be keeping my old phone number since my mom had one already"
--- you then called them and said "Change that, only the internet, bill that to me, but leave the phone number my mom had active" ie: associate my internet connection with your mother's phone number, all on her physical phone line
--- this is already much, much more complicated that a normal phone line & internet connection, and has required the work of 5-6 different people.
"I later found out from my mom that she also went ahead and ordered her own high-speed Internet account with Telus under a one-year term. So, I called Telus back and told them that my mom has Internet, and to go ahead and cancel my high-speed account, but that I would like to transfer my email addresses to the new high-speed account"
--- holy christ, she's now made a change to the same physical phone line (3 more people involved). You want your email address now associated with HER internet account, yet another incredibly rare request, that requires minimum 1 more person to work on it.
"In the meantime, those assholes called my mother and told her that they couldn't let her keep the phone number they had given her. They even had the balls to ask her "Where did you get that phone number?" You gave it to her, you fucking idiots! So, they set her up with a new phone number. We had to go and re-notify all these different companies of the new address and re-order our cheques that had the old number printed on them. "
--- Understandably, someone in engineering is confused by this bizarre string of change requests, and is calling to figure out what this insanity is all about. You re-ordered your cheques because of a phone number change ?
--- There's only one asshole involved in this change request, and he's an ignorant idiot too.
"the dumb bitch I talked to at Telus told me I would have to BUY the email addresses I wanted transferred to the new account"
--- the woman you're abusing is yet another person you've involved in your ridiculousness. Of course they're going to charge you for your email address, what, you get to just tack it onto your mom's account as a bonus free email for being a sexist ? Ass.
"I called back and spoke to a guy who sounded like he was from India. He told me that, no, I wouldn't have to buy the email addresses, but he would have to set up an @telusplanet.net email alias I wanted associated with one of my @telus.net email addresses."
--- you're a racist too ? Sounds like this poor guy tried to make a work-around for your hateful self. He shouldn't have. 1 more poor working class guy involved in your mess.
"I wanted my mother to have that free Dell laptop"
--- this is making more sense now, you're one of those scammy broke people that bullies others into giving you free stuff, rather than working and saving up.
"I got the same stupid bitch", "What a dumb bitch"
--- you kiss your mother with that mouth, boy ?
" called my dad and asked him to call Telus and handle it for me"
--- DAAADDY !! FIX IT FOR ME.
"He was going to set it up to have everything transferred over (my old phone number and my old high-speed account). He told Telus to do"
--- Another work order created. 3 More people involved minimum.
"He phoned Telus and told them to cancel that order."
--- Another change. 1 more person involved.
"They were like, "That's what you wanted, right?" I'm like, "No, that isn't what I wanted at all." "
--- Were they like ? trying to help you like ? despite the fact you're an awful human being that's spreading hurt amongst hard working people because of your low-level of knowlege and understanding ?
They're trying to do right by you, pig.


Let me tell you what a real complaint is:
I ordered a static IP two months ago, for one of my offices, and it took 2.5 weeks for the order to complete. I had to make 4 phone calls, and the change request / order was completely lost once (they dropped the ball and didn't do anything).
We run servers over that static IP (hence why we bought it), and this is a business account.
I had to escalate it to a manager, the work was done, and now two months later they called me and said they're changing our "Static IP". They sold me something, saying it was Static, when it wasn't - it was actually dynamic. That's fraud, and I'm taking my business, and that of the other two offices in this province, elsewhere. When I asked them what they're doing to retain my business, the representative cackled out loud, and said our service would improve.
They're awful because they can't get very very simple requests done in a timely manner, and they're awful because they charge you for services you haven't received (ie: they're defrauding people, like they did me and my business).
You're awful because you're an ignorant sexist racist daddy's boy jerk who made enough work for 20 people due to their own lack of understanding and pushyness. I hope Telus goes out of business. I hope you get very, very sick, and have to work one of the jobs of the people you abuse till the end of your days.. 

First of all, you fucking snowflake, how am I racist by pointing out the rep was from India?  Explain that.  None of the above behaviour from TELUS as I've detailed above can be defended.  The only people who would are morons like you.  In the nine years since I first made this post, I left Telus (although I still have my Telus email address) and have jumped to Shaw.  Much better customer service, and the reps are all from CANADA and can speak clear, understandable ENGLISH

[titan3000]

They recovered my charges and now stopped with all these helping hands as I am fighting them for the false rate charges the quote wrong. I even called the head office to get help and even there they stopped.

I even had to negotiate a second payment for 2hours to pay my bill in full.

If I could find any other better service in cell plan I leave in a heartbeat.