Purley

My sister, who lives in Nanaimo, British Columbia, has not had Internet service since the Sunday before last - November 28th - because of a fault in her modem/router thing.

So she phoned Telus and asked if she could pick a new one up -- no, they said - they have an arrangement with Canada Post and one would be MAILED to her - it would take three to five days. So next Friday, she called again. She got a girl who couldn't speak good English. She said it was mailed "For Friday". So my sister said - today is Friday - do you mean it was mailed today? In the end she asked the girl where she was and the answer --- Manila (the Philippines) Then she asked to speak to an operator in Canada. They tried to track the package - apparently it got to Vancouver but they had no idea where it was at the moment! After a while they said that it was in Richmond. They said they would MAIL her another one. She said - I can overnight courier a package from Richmond to Nanaimo. But they wouldn't do that. I guess they don't care that a customer has been without the Internet for nearly two weeks.

So now she says if its not here by tomorrow, she is going to cancel her Internet, her television and her telephone and go with someone else.

I have never heard anything so ridiculous. If my modem fails, I can go to the nearest Sasktel dealer - ones that deals mainly in cell phones - and pick up a new modem. It would take 10 minutes!!

penny_ann

Wow! That is crazy!

Locket

Similar thing happened to us with Bell. We had EVERYTHING with Bell for years, my mom called them 2 MONTHS in advance and told them we were moving and arranged to have someone come and set up all our cables and things the day after we moved into our new place. Two weeks before we moved, my mom called to confirm, and they said yesyesyes. So we move, and the next day no one shows up. My mom calls, they say "sorry, we have no record of a scheduled appointment, we can get someone out to you next week". So we make an appointment for them to come next week...no one shows up. My mom cancelled all our service and we switched to Rogers. Rogers came out the SAME day we signed up with them and we've had amazing customer service with them ever since.


In the grand scheme of things, 2 weeks without internet is not a big deal (unless you work from home or something), but I understand the frustration especially when she could've solved the problem on her own two weeks ago!

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Purley

I guess its a sorry state of affairs when I say that I would be rather lost without the Internet. Its like when your microwave goes wrong -- you can't remember how you used to heat up left overs!!