Telus can't tell me why they cancelled my account

[barlovv]

Today, my wi-fi went out inexplicably and when I logged in to my account, I found that my account had been cancelled. 

Without notice.
Without consent. 

I spoke to THREE representatives - none of them could tell me WHY it had been cancelled. There was no reason given, and no documentation on file. I was told that my account would be re-instated and my service "re-ordered" - and then told it would take 24 hours to complete. 

So, I am now 24 hours without internet access thanks to something that THEY did, for no reason. 

[TELUS_Support]

Hi @barlovv - we understand that losing services out of nowhere is frustrating. From the sounds of it, your services should be coming back and things are settled. Do you need anything else that we can assist with? We want to make sure everything is back the way it was

[barlovv]

Wow, thank you for the condescending and still non-answer. 

We are approaching 24 hours later, and my service still has not been restored. 

[TELUS_Support]

@barlovv - our apologies if that came across as condescending. We are legitimately interested in helping but we were not sure if there was anything pending. Considering the timeline you were given of 24 hours we were within the window.

We'll send you a private message to investigate further

[barlovv]

And! now I've spoken to customer service AGAIN

Still no one can tell me why this happened
AND the order got "stuck" somehow. 

Despite me having the hardware set up and here at my home, my service simply can not be re-activated for SOME reason. 

So I will anticipate having to reach out AGAIN tomorrow. 

[barlovv]

AND after a day of back and forth and assurances that this was a "priority" that would be handled "today" - I'm told it will actually be "a couple of days" and STILL not one single person can tell me what happened or help me understand why my connection can not simply be RE-ACTIVATED. 

[barlovv]

And so we arrive at the third day without internet service. 
And the best anyone can tell me is that they "aren't done yet". 

I have been given a $90 bill credit, which is very nice. 
However, it does not explain why I was told, twice, that this would be resolved YESTERDAY and then at the end of yesterday had someone tell me it could "take a few days" 

You turned off my service, turn it back on. It should not be this complicated. 

[barlovv]

You love to see it. 
3 days ago, i found that my account had been cancelled for no reason. 
3 days, and 7 representative conversations later, and someone finally asked me for my SIM for the device, as apparently that would have solved all of the issues. 

No one has thought to ask me for that. 

And now, I get to wait another 24 hours before this new ticket is resolved. If it's resolved. Though based on how its going so far, I am guessing not. 

It's great that TELUS can cancel your account almost instantly, but it takes 4 or more days to turn it back on. 

[CancelKing]

FIle a complaint with the CRTC if they don't get it working this week. Telus has under trained staff due to cost cutting and outside pressure is the only thing they will respond to.