Not what I expected

Cole's Note: I've missed the last couple of Sundays because of relocating to a new apartment and working for Elections Canada. I hoped to announce the return of my Substack - but things happen.

What started it off

On May 9, I moved into a new apartment, and TELUS came to install the landline and fibre for Internet and TELUS TV. When the technician arrived on May 9, he installed a landline, the TELUS TV hookup, and the Fibre Internet. Still, he had not switched the telephone number over from my old location at that time; he said that he had placed an order to have it switched over on May 14.

On that day, May 10, the network technicians at TELUS were unable to switch the landline to my new location because they discovered an error in the address and cancelled the order. They then left a message on the voicemail of my old telephone number, telling me that the move had been postponed until the 14th, when I called.

I called TELUS on the 14th to find out why I haven't received the switch-over. The representative answered my questions and discovered an error in the address. She corrected the mistake and said that a text would be sent to me requesting the move of the telephone number the next day. However, the text never arrived.

I called the telephone number in the morning, and now there's a recording on it that says this number is not in service.

This has been a complete fiasco with TELUS. When I mentioned that this phone number was being transferred from Rogers/Shaw to Telus, they had no record of it.

I mentioned to the TELUS Rep, who happened to say to me.

'"Well, sometimes Shaw people lie about switching things over."

Next, I called Rogers/Shaw Telecom to find out what had happened to the order.

Rogers/Shaw was no better.

Calling Rogers/Shaw, they stated that TELUS had lied to me, claiming they had placed the order for the phone number transfer. A particularly belligerent clerk at Rogers was trying to get me to re-sign with Rogers to keep my phone number.

So, back to TELUS, I called.

After a long session with a TELUS rep, after navigating through a maze of AI-based telephone questions and a sales pitch from an AI that wouldn't stop when I said I wanted to talk to a human, I finally got through to a call centre rep who was very professional and helpful, after a two hour session on Friday - I thought we had a resolution and the problem will be fixed.

This morning, I checked the phone number, and it is directing calls to voicemail, but it is still not connected to my phone. I have no access to the voicemail as the PIN number for accessing the system has changed. Additionally, the building's intercom is still not functioning.

I received a text from TELUS this morning after spending two hours on the phone with a call centre representative trying to resolve an ongoing issue regarding the transfer of my services from my old apartment to my new place.

So here is my response

Text to TELUS – A Customer's Journey

Navigating the waters of modern customer service can be a challenge, and my ongoing experience with TELUS is a prime example. While individuals like Abhishek have been helpful, the real issue lies more profoundly in the systems and processes TELUS relies on to resolve customer problems. Let me explain.

The Issue

On May 9th, I moved from my old apartment at 333 Garry Crescent NE to my new residence at Sage Hill Meadows NW. As part of this move, I requested TELUS to transfer my PrimeLine telephone number, 403-295-0044, to the new address. This number is vital for both the entrance phone to my building and the landline in my apartment.

Unfortunately, this essential service was not set up as promised. Initially, TELUS assured me that the transfer would be completed by May 14th. That deadline passed without resolution.

Where Things Stand

When I spoke with Abhishek at TELUS, I provided all the necessary details, including order numbers, reference numbers, and other relevant information. He assured me that the network team was working on it and that my phone line should be operational shortly. Yet here we are, and the problem persists.

This isn't a "support" problem. I don't need troubleshooting tips or vague promises; I need TELUS to honour its commitment and activate my phone line.

The Bigger Picture

This issue highlights a systemic problem. TELUS, like many large corporations, has heavily invested in automation and call center operations. While AI and online tools can handle straightforward queries, they often fall short when it comes to addressing unique or complex situations like mine.

Instead of resolution, what I've received are promotional texts pushing me to upgrade services or rate my experience. Ironically, my experience underscores the disconnect between TELUS's marketing priorities and its actual service delivery.

What Needs to Happen

The solution is straightforward:

1. Prioritize action over promises.

2. Assign real accountability within the network team.

3. Focus on resolving customer issues before offering additional services.

Customers shouldn't have to jump through hoops or endure repeated delays for something as basic as transferring a phone line.

A Call to Action for TELUS

To TELUS: This is a plea, not for support, but for resolution. Please fix the issue with my PrimeLine telephone number. And as a broader message, consider rethinking the balance between automation and genuine, human-centred service.

Until this issue is resolved, I remain a dissatisfied customer, hoping that TELUS will deliver on its promises.

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