Telus Customer Service

Telus is a major telecommunications company in Canada, providing phone, Internet, cable and other services to its subscribers. As one of the largest businesses of its type in Canada, it isn't surprising that it gets lots of requests for customer service each and every day.

Why Do People Call Telus Customer Support?

Consumers call for a range of reasons, including:

• Setting up new service
• Changing or canceling service
• Relocating service to a new home or business location
• Technical support and troubleshooting
• Billing issues
• Reporting identity theft or hacking
• Scheduling technician visits
• Authorizing the return of equipment

Best Practices for Calling Telus Customer Service

There are several things that you can do to help ensure that your call to Telus customer service is handled quickly and professionally:

Make sure you are calling the correct number. Like many companies, Telus has multiple divisions and operates in many different areas. You will need to call the right number for your area and your service type.

Call during business hours. Business hours vary by department and location.

Have all relevant documentation on hand. This might include order confirmations, billing statements, screen shots, serial numbers for equipment and any previous correspondence between you and Telus regarding your matter.

If you are calling for technical support, be in the same room as your device so that you can troubleshoot along with the customer service representative.

Have something with which you can take notes. Call notes can be very handy if you have to escalate your case.

How do Consumers Feel About Calling Telus Customer Service?

A search has not revealed a long pattern of complaints about customer service from Telus. This suggests that overall customers are generally satisfied with service received.

What Kind of Issues can Telus Customer Service Representative Resolve?

Customer service agents can resolve most issues, including setting up, changing, and canceling accounts, arranging for service relocation, scheduling technician visits, sending out new and upgraded equipment, troubleshooting, technical support and explaining service features and benefits.

What Can't Be Resolved With a Call to Telus Customer Service?

Some issues will require a technician visit: While the representative can certainly help with troubleshooting, in some cases physical repairs are needed to cables and lines. If equipment needs to be replaced or updated, you will have to work with Telus to secure a replacement.

If your Telus service is incompatible with your devices or other electronics, an agent may be able to suggest a workaround, but ultimately you are responsible for ensuring compatibility. You may need to work with the manufacturer of your device or purchase a new device entirely.

What Should You Do If You Have an Unsuccessful Call with Telus?

If you get off the phone with Telus and feel as though your questions were not answered or your issues were not addressed properly, don't give up. You may still have options for getting a resolution.

First, review the notes you took during your call. If you didn't take notes, jot down what you remember. You may find areas in which you and the representative miscommunicated or there was clearly a misunderstanding.

Next, call Telus back. Explain, politely, that this is your second call and describe what went wrong with the first. If possible, explain the resolution you would prefer. This gives you and the agent a common goal to work towards. Yous should also keep in mind that agents are individuals: This new agent may have more experience or training and be in a better position to understand your concerns.

If working with Telus over the phone doesn't work, look into other options. You can contact Telus via live chat, which provides you with a transcript of your interaction. You can also reach out over Twitter, which has its own support team.

Other options include visiting the online community forum: More experienced users of Telus products and services may be able to offer good advice for resolving your issue. Finally, a visit to a Telus retailer provides face-to-face help which may well get your issue resolved quickly and with minimal fuss.

Telus also has a separate channel for unresolved cases. This Management Escalation Team program exists to address issues that have not been resolved when users have gone through standard channels. While this may be a slow process, it is one way to help ensure that you have done everything you can to resolve your issue with Telus.