Wow telus mobility is a pain in the a$$

[SteveToms]

What's this number portability you are talking about?

[redforever]

For where I live in the country outside of Calgary, Telus has the best service by far. That has never been an issue.

Customer service with either Telus or Telus Mobility is a totally different matter. I have had two issues with them, both very VERY poorly handled.

1. Telus Mobility - We had 2 lines in our house, got satellite internet, never required the second line, took it out. No problems to do that. We had been having continual problems with unwanted faxes, unwanted solicitation etc, so decided to put a block on the existing line. In other words, only those numbers actually identified on our tracer could come through.

Then I remembered that my cell phone had a block on it, so if I wished to call home while elsewhere, my own cell phone would be blocked at our home. So I phoned Telus, to ask them to show my cell phone number and was told, I did not have the authority to make changes on that account.

HUH? My own account, I did not have the authority to make changes on my own account? And I had that account since around 1992. So I asked for an explanation as to how that could possibly be the case, that I did not have authority to make changes on my own account.

Well, this is what they had done, WITHOUT getting my authority to do so. My husband had changed companies and so took his existing cell phone and added it to my account that very month. And Telus had let him do that, even though it had been my personal account for years, again WITHOUT my permission. To add salt to that insult, they had now put him down as the designated authority on MY account and I would need his permission to make changes on my account.

And they would not relent. My husband had to physically phone in and then fax them a consenting letter of authority, adding me to the list of people who could officially make changes to my own account!!!

2. Telus - As I afore mentioned, we live in the country. So every fall, when new phone books are issued, we receive a pick up card in our mail, go to a local convenience store here, and pick up our phone books. Well, the fall of 2005, the year Telus and their workers were locked in a strike, we never received our notification card. So, I thought, well, maybe things are a bit slow because of the strike, gave them a few extra weeks, still no notification card came. So I phoned Telus, and they thought, well maybe they had not been printed yet. Honestly, like it is November, all the recycling bins have been full of old phone books, and they obviously did not even know new books had been issued. I said, no, they have definitely been printed, so they said they would check and get back to me, which they did.

They then found out that Telus never even printed their own phone books, that it subcontracted that service out, and here was the number and I would have to phone that company. My other alternative was to go to a local Telus depot in any mall and pick up my directories. Well, we get 4 white pages and 4 yellow pages yearly, and I can not handle that all in one trip and I did not want to go up and down the malls a couple of times just to get my directories, so decided to phone the number they gave me.

You guessed it, got voice mail, and after a few minutes, when your 6 digit postal code can not be entered into a 5 digit format, you realize quickly you have been given a number in the USA. So, I just started pressing 0 and finally I got an actual person. Yes, it was someone in the USA, and yes, they used to print the directories for Telus but had not done so for at least 5 years!!! Now the Telus customer service rep obviously never even knew that!!!

However, the USA rep I had reached, was very nice and obviously very knowledge as they knew who Telus now used!!! And they gave me that number and finally I was able to get my directories. I still can not get over the fact that a foreign company would know who printed directories for Telus but Telus themselves did not know that fact.

The customer service at Telus is totally incompetent!!!

[FireFly]

Originally Posted by krazycanuck

I hate telus. Very overpriced. Also, what is up with "free evenings" since when did an evening start at 9pm? But for $5 more a month you can get them to start 2 hours earlier.

Ummm... it's the same with all the companies. And it's 3 or now 4 hours earlier. and it's 7 or 9$ now.

unlimited nights and weekends comes with most rate plans now, and with all you can extend your evenings to 6 for $7 and some you can have start at 5 for $7. Again, it's the same for every company, so then every company is overpriced.

(Bell actually charges $8.95 for the system liscencing charge now instead of $6.95)

[FireFly]

Originally Posted by browna

And, I can vouch for FireFly...she's very good at providing the correct and proper info for making an informed decision...she's very helpful and very patitent.

Thank you!

[FireFly]

Originally Posted by TheGame

Telus is wack they over charge like crazy, web browsing WTF is that> Why do I get charged for it damnit.

The same reason you get charged for that with every other company.... (Telus and their per page charge for WWEB browser is cheaper than the other companies /byte charges.)

[I_H8_Crawford]

I switched to Virgin Mobile a couple months ago, and haven't been happier. Their customer service is amazing, and with my usage, $20 for 250 minutes a month can't be beat... I definitely don't miss paying $6.95 each month for the BS "System Access Fee" and $7/month for Voice Mail and Call ID.

[I_H8_Crawford]

Originally Posted by FireFly

Ummm... it's the same with all the companies. And it's 3 or now 4 hours earlier. and it's 7 or 9$ now.

unlimited nights and weekends comes with most rate plans now, and with all you can extend your evenings to 6 for $7 and some you can have start at 5 for $7. Again, it's the same for every company, so then every company is overpriced.

(Bell actually charges $8.95 for the system liscencing charge now instead of $6.95)

I have heard that Telus will be increasing their SAF to 8.95 soon, and Rogers will be increasing theirs to 9.95!

[bluejays]

I had a problem with Telus awhile back too. I've been a customer with them for about 7 years, and stuck in the long haul signing my last contract for 3 years in November 2004. I didn't have caller ID, but somehow they were charging me $5 for call waiting, and I didn't even know about it. This past August, my voicemail wasn't coming through and I didn't catch it until September, so I call them up, and they're telling me that my voicemail was part of a limited time promotion and that it had expired on my account and thus, was taken off. This was after abotu 15 minutes of arguing that it was not part of my package. I was really ****ed and asked the guy how the hell a promotion carries on for more than a year and a half, and he has nothing to say.

Whatever. So for charging me the extra $5/month for the call waiting I never used and now taking off my voicemail which I used a lot, they were having a field day with my account.

I called them back a couple days later, saying simply, I want to cancel my contract (sounding really ****ed) because of what they had done, and that Bell was offering me a "promotional" package. At the end of the day, the guy transfers me over to another department, and he discusses it with me and gives me back my voicemail, and gives me caller ID. He wouldn't budge on increasing my 100 weekday minutes to 150 since I was with the "telus-to-telus" plan (pretty much implying that every second minute I use is made to a telus phone). He also said that once my contract ends next November, I'll have to discuss a new plan (so I assume this can't be renewed). So anyway, that's my wacky story, and although they tried to make amends, it was something they had already charged me in the past, so I far as I'm concerned, we're even. When the contract expires, I'm jumping ship to Rogers. I'm not into the whole phone thing, but Rogers has the best phones around barnone, and their packages are not too bad. Bell, as being a past customer, is very frustrating to deal with as their customer service is 9am-5pm...any problems outside those hours, well, tough luck.

[Bill Bumface]

I know Telus has better rural coverage, but considering I work downtown it was an easy choice when my company offered me either a Telus or Rogers phone. The people with Telus phones can't recieve calls on their cells sitting at their desks in our building, where as I sit here with full signal. Everywhere I've worked downtown Telus has blown.

[ken0042]

Originally Posted by SteveToms

What's this number portability you are talking about?

That is where you can switch service providers, and be able to take your number with you. For example I've been with Telus for 7 years; always had the same number. If I wanted to go to Bell today I would have to switch phone numbers. If I waited until March I could take my phone number over to Bell.

Myself; I will never go on a contract again. It's just so much better to feel like a customer and not a prisoner. I'll spend a couple of hundred dollars on a phone every few years- and it will be money well spent.

[Madman]

Firefly, perhaps you can answer this one then.

I was charged for web browsing time but I was under the impression I had the "Surf Sampler" free package. How can it be free and I be charged at the same time??

I can't wait for number portability. I have been with Telus for over 10 years and would never switch because of the number I have and the pain it would be to tell everyone I know the new cell number. As it stands now, people who I haven't talked to in years can still call my old cell number and get in contact with me, which is nice to have. It'll be nice to have some power back in the consumer's hands.

I have no beefs with the coverage and network service that Telus provides, but it just seems like I am getting raped every month when the bill comes.

And what is the deal with going back to per minute billing?!?!?!?!?!?!?!?!?! Fack me that is insane. This move alone almost made me throw my cell phone out the window and vow to never use one again. But alas, I am a dumb consumer and will bow down to the big company gods and pay whatever they want me to....I just wish they'd send me some lube every month with my bill.

Maybe the number portability will also get the companies out of each other's back pockets. It seems like all the providers are in collusion with each other. It's almost as bad as gas stations now. "Dear Telus, its Rogers. We don't make nearly enough money around here and were thinking how we could screw our client base over some more. We were thinking of going back to 1995 and per-minute billing as the new per-second billing seems to be saving the consumer entirely too much money. Bell is already on board and we were hoping you like to make the screw job....er switch as well. Thanks Telus, love Rogers"

"Oh, PS Telus, maybe next year we can fack the clients more by raising the bogus crtc fee...I mean "system access fee" by $2 a month. I'll keep you posted."

[bluejays]

Originally Posted by Madman

Firefly, perhaps you can answer this one then.

I was charged for web browsing time but I was under the impression I had the "Surf Sampler" free package. How can it be free and I be charged at the same time??

I can't wait for number portability. I have been with Telus for over 10 years and would never switch because of the number I have and the pain it would be to tell everyone I know the new cell number. As it stands now, people who I haven't talked to in years can still call my old cell number and get in contact with me, which is nice to have. It'll be nice to have some power back in the consumer's hands.

I have no beefs with the coverage and network service that Telus provides, but it just seems like I am getting raped every month when the bill comes.

And what is the deal with going back to per minute billing?!?!?!?!?!?!?!?!?! Fack me that is insane. This move alone almost made me throw my cell phone out the window and vow to never use one again. But alas, I am a dumb consumer and will bow down to the big company gods and pay whatever they want me to....I just wish they'd send me some lube every month with my bill.

Maybe the number portability will also get the companies out of each other's back pockets. It seems like all the providers are in collusion with each other. It's almost as bad as gas stations now. "Dear Telus, its Rogers. We don't make nearly enough money around here and were thinking how we could screw our client base over some more. We were thinking of going back to 1995 and per-minute billing as the new per-second billing seems to be saving the consumer entirely too much money. Bell is already on board and we were hoping you like to make the screw job....er switch as well. Thanks Telus, love Rogers"

"Oh, PS Telus, maybe next year we can fack the clients more by raising the bogus crtc fee...I mean "system access fee" by $2 a month. I'll keep you posted."

Funny thing was back in 1996 or so when cells first started replacing the pager (or beeper as it was called), I had a $15 plan with Bell (not a promotion), where I would get the first minute of every call for FREE, per second billing after that, voicemail, 12pm-1pm free unlimited calls and unlimited calls after 6pm (along with free unlimited weekends). No need for caller ID and call waiting or any BS like that. If only I could turn back time and keep renewing that contract. You'd think over time packages would get better...

[FireFly]

The 'surf sampler' is pay per use. That's why it allows you to 'sample'. The ability to surf is free, if you actually do though, you'll be charged. That's different from paying $5 to get the package that allows you unlimited access to over 100 sites. One of the most common questions we get actually. You'll also notice you get "Text Messaging Services" for free too... but that's pay per use as well. It's a stupid billing system complaint that they're working on. (They're going to remove that so people don't think they get free services).

Also, if you think you're getting screwed, PM me with your details! I can help you understand your bill, where you're getting hosed, and help you fix it! It's what I do best! (Really, I only deal with our 'high value' clients for a reason... I make them happy.)

[rubecube]

Originally Posted by FireFly

Also, if you think you're getting screwed, PM me with your details! I can help you understand your bill, where you're getting hosed, and help you fix it! It's what I do best! (Really, I only deal with our 'high value' clients for a reason... I make them happy.)

Or me. I used to work there and know the ropes pretty well and I still have contacts there.

I've been on Telus and Rogers and I will say Telus is FAR superior. I also work for Bell now and I refuse to switch from my Telus phone even for the discount Bell has offered me.

[Ayrahb]

Originally Posted by SteveToms

What's this number portability you are talking about?

http://www.crtc.gc.ca/eng/NEWS/RELEA...05/r051220.htm

[krazycanuck]

Originally Posted by FireFly

Ummm... it's the same with all the companies. And it's 3 or now 4 hours earlier. and it's 7 or 9$ now.

unlimited nights and weekends comes with most rate plans now, and with all you can extend your evenings to 6 for $7 and some you can have start at 5 for $7. Again, it's the same for every company, so then every company is overpriced.

(Bell actually charges $8.95 for the system liscencing charge now instead of $6.95)

That sucks, I am with Bell right now but on an old contract, my evenings start at 7pm. I also don't have a 911 or system fee or any of those hidden things. I got a pretty good deal for my phone with bell.

100 long distance a month
100 anytime minutes
free evenings
free weekends
free incoming calls
free calls to the number i use the most.

all for $30 a month, no extra fees. It is excellent!

[return to the red]

Just an update, got a call from Telus the next day saying they were looking into the problem, which has made me somewhat happy for the time being. 2 days have passed and still nothing from them so we shall see.

What constitutes a 'high-value' client Firefly?

[FireFly]

Originally Posted by return to the red

Just an update, got a call from Telus the next day saying they were looking into the problem, which has made me somewhat happy for the time being. 2 days have passed and still nothing from them so we shall see.

What constitutes a 'high-value' client Firefly?

Someone who spends $250 or more per month on ONE cell phone.

[Incogneto]

Originally Posted by FireFly

Thank you!

I will also Vouch for Firefly...she was so helpful for me, and single handedly kept me with Telus.....for the Time being. we will see what happens March of '07!

[Tron_fdc]

I'll vouch for Heather as well. Super helpful, and if it wasn't for the lack of new gadgetry that Telus has vs Rogers, I'd still be with them.

Rogers is a friggin nightmare when it comes to customer service, and I find it more expensive than Telus. They get the cool new phones though (just picked up a new Blackberry Pearl yesterday) so it's all a big tradeoff.

Oh yeah, if you pay Firefly in hockey tickets she tries even harder to help you out....