Hi,
This has been pretty ridiculous. I don't even have the energy anymore to write down everything that's transpired, but here goes anyways:
Months ago I inquired about Optik 25 in my area. It was apparently available, I learned upon talking to a tech, rep, and loyalty person. After countless hours on the phone, phone calls back and forth, a tech being scheduled to come out and set it up, etc, I learned that no, it's apparently not available. Needless to say I was pretty furious. We have been Telus customers for probably the past decade, at least. So to hear after all kinds of runaround that it wasn't available, and that I was misinformed by multiple people, booked a time to get everything set up, etc, I was less than thrilled. Couple that with the fact that there is no waiting list, and that certain parts of Calgary already has Optik 50... It's not very good customer service at all.
Anyway, one rep told me she would phone when it became available. Lately we've been getting a few phone calls from Telus, but no one ever leaves a message. So yesterday I phoned, and the rep couldn't tell me what the phone calls were about, but she said that the Optik 25 and 3 HD streams are indeed available in my area. Of course, she said, this upgrade can take up to 24 hours to go through.
So 24 hours came and went, and again, no upgrade. So I phoned back, and ended up being told, again, that the upgrade isn't available, and that I was misinformed. While this other rep told me she was 100% positive it was available only a day prior, now I'm being told again that it isn't, and that they have no idea when it will be, and that there's nothing she can do.
Sorry for the very convoluted post, but I'm hoping maybe a Telus tech or engineer can look into this for me? Is there something I can say or do to get upgraded once and for all? What's this about pair bonding? I live in a house, and have the Actiontec modem/router. My post was confusing, but it's barely half the story of all the trouble I've been through. Right now I'm stuck on 2 HD, and the Optik 15. I'm hoping for the Optik 25 and 3 HD streams, finally. Otherwise, I've pretty much had it with this terrible customer service constantly contradicting itself, and sending me in the wrong direction over and over again.
Please, does anyone have any suggestions, or any help to give? I have some hope after stumbling upon this forum.
To recap:
I'm currently on Optik 15 and 2 HD streams, and I live in Edmonton, AB. I'm looking to upgrade to Optik 25 with 3 HD streams. This back and forth has gone on for months, and I'd be indebted if anyone can lend a solution.
Thanks so much for your time, either way.
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