Telephone Customer Service non-existant later in the day

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  • Question
  • Updated 3 years ago
  • (Edited)
I have to say that your Telephone Customer Service System is one of the worst I have encountered when comparing to Shaw, Rogers, or Telus. You have to go through the whole "My voice is my password to access my account" garbage and then the system says "We are experiencing higher than normal hold times please call back later" and then it DISCONNECTS YOU. You call one of your competitors and if they are busy they give you two options; 1) Wait on hold for the next available representative or 2) Leave your number and we'll call you back when its your turn between X and X minutes from now.

Why is that MTS simply just says "Oh we're too busy so callback later....DISCONNECT" you don't even get the option to stay on hold or be called back. (Are you not a telephone company?, would that not mean Telephone customer service would be a given?)

I get the fact that its 5:30pm and MTS only stays open till 6pm.... is this because they don't want to pay overtime to have representatives answer all the calls? My understanding that if a company/store/business is open till a certain time that if a customer comes in at any time before closing that the said customer is served....clearly that is not the case with MTS....why not just say your only open till 5 pm since you don't seem to take any new calls after that?

Personally what I was calling about what not that important, but considering I have only been back with MTS mobility since end of November....not a very good impression. (At least I know better and wasn't shocked at this because I have dealt with MTS before and never expect high levels of customer service or compassion, but think about the others who may not know that already about your company) **EDIT: Let me clarify....I am referring to Telephone customer service, as personally I have received excellent service on this community, twitter, and facebook.**

Anyways, I guess I'll try back another day (I just want to know when my mobility bill date is, and because it appears I now have two account numbers - one for internet, etc, and one for mobility...does my pre-auth info get shared or do I have to set that up again, and why isn't mobility, internet, etc all on one bill?)

Just thought I would share with everyone :)
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K from Canada, Champion

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Posted 3 years ago

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Jessica, Alum

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Official Response
Hi shawguy, we're sorry you weren't able to reach us when you called. What you experienced could happen if there's a maximum amount of calls waiting in the queue already. We are in the process of hiring and training new employees to ensure we can provide the service our customers deserve.  In addition we also offer alternate options for customers to reach us including Webchat,, twitter (@talktoMTS), facebook, and this Community.  If you’d like to send us your name and account number(s) to, then we will gladly answer your questions or have someone contact you. Thanks for taking the time to bring this issue to our attention!