topic Re: Time frame in Get Support

Time frame

Kharnett — Fri, 14 Mar 2025 20:45:39 GMT

How long does it take for tech support to normally respond?

I have an issue with my account and it was accelerated to tech support to investigate.

CS said the would investigate as soon as possible. Been trying to solve this for over a week now.

Re: Time frame

Sansan — Fri, 14 Mar 2025 20:48:46 GMT

A week sounds a bit too long to me. However, it depends on what the issues are.

Did you check your inbox to make sure that they didn't try to reach out to you? If they message you a few times and uou don't reply they will close your case.

Re: Time frame

Kharnett — Fri, 14 Mar 2025 20:52:19 GMT

Sorry but it only was sent to tech support yesterday morning when all else failed. Sim card is not registered on the network. CS are saying the problem is with my account and not the sim card. Hence it being given to tech support.

Re: Time frame

Sansan — Fri, 14 Mar 2025 20:56:57 GMT

Ok. I would think 2 days should be enough, but it depends on the volume of cases and how complex the situation is.

When did you last hear from anyone? What have you done to troubleshoot so far?

Are you able to sign into your account? Is that SIM number registered in your profile?

Re: Time frame

BKNS27 — Fri, 14 Mar 2025 20:58:15 GMT

@Kharnett

Did you try resetting the Network setting on your phone. This normally work if you have network issues.

Re: Time frame

Kharnett — Fri, 14 Mar 2025 21:00:18 GMT

I have done everything that CS has suggested. Even put the sim in my son in laws phone. Still doesn't register on the network. The sim is shown on my account as registered and active.

Re: Time frame

Kharnett — Fri, 14 Mar 2025 21:02:03 GMT

Yes I did. Followed the directions posted. Was one of the first things I tried.

Re: Time frame

BKNS27 — Fri, 14 Mar 2025 21:09:53 GMT

@Kharnett

It sounds like a provisional issue with your SIM. A CS_Agent normally got back to me within the hour but technical got back to me in a couple of days in the past.

Since it has been a week. I would suggest to go back to the Message from the agent and get an update.

Click on your avatar>Messages>there is a drip-down menu for Inbox and Sent messages.

Re: Time frame

funpig1 — Fri, 14 Mar 2025 21:09:00 GMT

@Kharnett

If customer service has elevated you to Telus tech support, Telus may email or telephone you. Check your email spam folder.

If you have already waited many days, send a reminder reply to the PM customer agent to let them know you have not heard from tech support. Sometimes, you need to remind PM because your ticket gets kicked from one agent to another. Good luck.

Re: Time frame

Sansan — Fri, 14 Mar 2025 21:10:34 GMT

Hmm, well if it's also doesn't work in his phone, it's Possible it might be the Sim.

Getting another one again might work or might not work i don't know. At this point, I would suggest getting yet another and see. Nothing else to do right? Keep the receipt amd ask cs to credit you back for them.

Or keep waiting for their response with next steps.

Re: Time frame

Kharnett — Fri, 14 Mar 2025 21:13:52 GMT

I am going to wait. If I still have the issue then order an esim.

Re: Time frame

Jona500 — Sat, 15 Mar 2025 13:36:29 GMT

It took about 30 minutes when I contacted them last week. I was supported though inbox messaging. They were very helpful and sorted the problem in about an hour.