rate 1
Telus Corp telus takes phone number
We have had the same phone number with telus for about 25 years. Two weeks ago our telephone went dead. Upon phoning teluswe were informed that the number had been "ported" to Bell. We told them we had never authorized this nor even spoken to anyone at Bell and to give us back our phone service. They said they couldn't do that and that they had done nothing wrong. We were told that we had to contact Bell and get the number from them so telus could get it back. We tried and Bell didn't know anything about it and couldn't do anything. A telus rep then said she would do it and get the number back in about 4 days. She said someone else was using the number. They gave us a temporary number so we could at least dial out. During this time the old number was not in use by anyone - we kept phoning it and got the "not in use" recording - couldn't get the new number for some time either. When a week had gone by we escalated it to another telus rep who right away told us that the previous rep should not have even told us it was Bell who took the number. What??? In any event he finally got our number back and working in 4 days. Our gripes are: 1) They "ported" the number without checking with us or having anything from us to support the alleged request from Bell. 2) The customer service reps gave us conflicting information. 3) Telus keeps insisting it did nothing wrong and does not even have the common courtesy to apologize. 4) We basically had no proper phone service for two weeks but they kept charging us.

Type of Gripe:

  • Contract
  • Disruption
  • Misrepresentation
  • Poor Service
  • Unethical Behaviour

Type of solution hutch is looking for:

  • Apology
  • Compensation
  • Policy Change
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