Complaint

[wireless]

I had recently switched my services from Shaw to Telus in December of this year. On 12/17 I had an issue with my home phone in which some calls weren't getting through. I then called the technical service line, as it is imperative that this service is working for me. I opted for the call back feature and an hour later a technician had called. We then diagnosed the error and after an hour they could not find a solution and said that they would send a 'note of escalation' to the network engineering team. It could also take up to 48 hours for this to be resolved. The next morning a Telus technician showed up unannounced and would like to see my phone box. He diagnosed the issue and did a repair. He stated that the 'wires' weren't switched to the right connection and it was an error of the first technician who installed the services initially. What a joke! I need my line to be working 100% at all times as we are business professionals that have very important phone calls to receive (which we missed in the time frame in which the lines were down) and all this was very frustrating to say the least. I am really reconsidering my move from Shaw to Telus at this point. I mean, all things aside, the service was good. But the manner in which it was done wasn't. A more competent approach should've been in place (i.e we are working on it as we speak) rather than " We sent a note to the team about your issue" or a heads up " a technician will be there tomorrow to assess the issue". What if no one was home? Am I going to have to wait longer? please please please .... improve your manner of service. - One pissed off customer.


More... (https://forum.telus.com/t5/Internet-TV-Home-Phone/Complaint/m-p/80333#M14299)