» Internet & Web » Complaint / review: Telus - Installation | #13665


All I want to do is use Telus' services, especially the Internet, but it's almost impossible to have it installed!

First of all, I just moved into a building on Granville Street in Vancouver that includes Internet/TV/PVR in the rent, but somehow it's my reponsibility to talk to Telus directly to have it hooked up (I know that is the building's fault). Well, I contacted Telus on July 28, long before the move, thinking that my ability to use the Internet (I need it for my work) would not be interupted. They said the earliest they could send a technician was August 15, so I had no choice to agree. They then asked me for my number and said that that installation window was from 8:00 am - 5:00 pm.

When the day finally came for the installation, I waited all day, and when it came close to 5:00 pm, I decided to call them. They told me that a couple of technicians were there between 8:00 - 8:30 am, but I didn't answer their call, so they left! Of course, I was upset and a bit panicked because I needed the Internet immediately for my work, so I called them, but they told me it was my fault for not answering the phone and it actually cost them $200 to send out technicians. When I complained to them and told them how much I needed the Internet and that they should have tried harder to contact me or the manager, they didn't care at all and the guy on the phone actually told me the technicians have a union and don't want to work too much (!). He then said they could come again, but 1 week later at the earliest! So here I am having to wait another week without Internet and losing $200/day!

One of the worst parts is that the manager's number is right there at the front door in plain site, and he is there 8:00 am - 5:00 pm every day. Why didn't they contact him because the manager did negotiate installs with other residents. Why do these guys at Telus don't know about this? How long has this company been in business? Also, they don't even bother to ask me for a backup phone number they could use in case I somehow can't answer my phone sometime within their 9 hour window. It's the 2nd time they didn't ask me for an alternate number. I could give them my wife's number, the manager's number (since they are no capable of reading the manager's number above the intercom). Obviously, THEY DON'T KNOW WHAT THEY ARE DOING OR DON'T CARE.

So I want to warn everyone out there. If you are expecting to have a service installed by Telus, be prepared to wait at least one week, and then wait around in your home all day. And heaven forbid, don't even take a shower or take your phone out of your pocket for a second. If you miss their call, you're going to have to wait for another week at least!

Unfortunately, I don't have a choice or I would use Shaw instead of Telus, but my building has an agreement with Telus. Already, I can't stand them, so we are off to a great start. Before this, I had been happily using Shaw's services for almost 10 years with no problems.

If anyone from Telus should come across this complaint, my account # is 601391090, and this installation date was to be August 15, 2012 between 8AM to 5PM.


Company: Telus

Country: Canada   Province: British Columbia   City: Vancouver

Category: Internet & Web


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