Telus outages and service status in Gingolx, British Columbia

Problems in the last 24 hours in Gingolx, British Columbia

The chart below shows the number of Telus reports we have received in the last 24 hours from users in Gingolx, British Columbia and surrounding areas. An outage is declared when the number of reports exceeds the baseline, represented by the red line.

Community Discussion

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Telus Issues Reports

Latest outage, problems and issue reports in social media:

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  Peter Girnus 🦅 (@gothburz) reported 2 minutes ago

  I am the Director of Voice Experience Innovation at Telus International. Six months ago, my team deployed a real-time accent harmonization layer across our Southeast Asian call centers. The agent speaks. The system listens. The customer hears Ohio. I keep a demo reel on my laptop. Before and after. The before sounds like a woman in Manila who went to university in Quezon City and has been resolving billing disputes for nine years. The after sounds like a woman who might be in a strip mall in Columbus. Same words. Same syntax. Same problem-solving. The only thing we change is the part that makes the customer hang up. The metrics are on slide eleven of my board deck. I'm looking at it right now: Customer satisfaction: up 23 percent. Average handle time: down 40 seconds. Escalation requests: down 31 percent. My VP asked what drove the improvement. I said, "Reduced communication friction." Which is technically true. The friction was that our customers don't like talking to people who sound foreign. We didn't fix that. We made it so they never have to know. The system processes voice in 11-millisecond intervals. It maps phonemic patterns to General American English midpoint targets. Internally we call these targets "anchor voices." The anchor voices were generated from 4,000 hours of NPR pledge drive recordings. We picked NPR specifically because listener studies show it's the accent American consumers trust most with their credit card number. (The agent hears themselves the whole time. Their own voice in their own headset. They just know that somewhere in those 11 milliseconds, a machine decides that what they actually sound like isn't something a customer in Phoenix will tolerate for the length of a billing inquiry.) Employee 7734 in our Manila hub asked to hear the output. We played it for her in a breakout room — the one with the motivational poster about "Bringing Your Whole Self to Work." She listened for six seconds. Pulled her headset down around her neck. Went quiet. Then she said, "Is that what they need me to be?" Her CSAT scores are in the 94th percentile. She clocks in every morning at 7:45. I should explain the economics because they're elegant: we hired agents in the Philippines at $4 an hour. We spent $11 million on a system that makes them sound like they cost $35 an hour. The delta is the product. We don't sell accent correction. We sell the gap between what a worker costs and what a customer requires them to sound like. The system doesn't work in reverse. If a customer with a heavy accent calls in, we don't smooth their voice for our agents. Harmonization flows one direction. Toward the customer. Away from the worker. Always uphill. Three agents requested transfers to text-based channels last quarter. They said they felt "disconnected from their own calls." My HR partner coded it as an engagement issue. Recommended a team outing. Bowling, I think. Every morning, 14,000 agents open their mouths and a machine makes a decision about what comes out the other end. They perform the labor. We perform the correction. The customer performs their preference. Nobody performs anything wrong.

• 
  Bud (@Budwiser620) reported 6 minutes ago

  @MarkJCarney Telus stock is way down, is this just another financial bailout?

• 
  NeilXbt (@neil_xbt) reported 7 minutes ago

  CANADA JUST SAID NO TO SENDING ITS AI DATA TO AMERICAN SERVERS. Telus is building a sovereign AI network in Vancouver. Three sites. 60,000 GPUs. 150 megawatts of NVIDIA-powered computing capacity by 2032. All of it Canadian-owned. Canadian-operated. Funded in part by the federal government specifically to keep Canadian AI data, intellectual property, and competitive advantage from leaving the country. The first facility in Quebec already launched. Already fully booked. Already ranked on the TOP500 list of the world's fastest supercomputers. Vancouver is next. The race to build sovereign AI infrastructure is not just happening in the US and China. Canada has just entered it seriously. Follow @neil_xbt for more AI infrastructure signal that tracks where the real compute is being built.

• 
  Freaker By The Speaker (@FleetFreaker) reported 10 minutes ago

  @KirkLubimov Try again, *******. Canada ( telus ) is building People like you are the problem. But anything for a buck, huh, champ

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  Rollo 🕉 (@OphiuchusVII) reported 13 minutes ago

  @BeeNBee123 @theyshootactors Why is it being subsidized? What ******** is wrong with @TELUS that they can't fund it themselves, if it's so critical to their infrastructure?

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  Rad3k (@radekrybs) reported 14 minutes ago

  @EvanLSolomon Is this the same Telus that built the prescribeIT thing that is being wound down? Why give them more money? Give it to young engineers who aren’t bound by lame corporate handcuffs

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  Matt Blair (@Blairo198one) reported 15 minutes ago

  @globalnews Cancel telus - company need to hire Canadians

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  heiba9866 (@heiba986627073) reported 15 minutes ago

  @markmandel007 @WestJet Westjet wanted cheap labor they got it. The agents in Telus El Salvador have a mediocre English level, they can't even understand a spelling, they work with "scripts" unnatural customer service, then they grow after 1 month of training without any experience in airlines at all

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  Danny (Red Dawg) (@ReddawgHorizon) reported 21 minutes ago

  @eesquid 🎯 TELUS has the worst customer service, and it’s not even close.

• 
  Slowflake (@Slowflake1601) reported 24 minutes ago

  Telus got caught using AI to hide the accent of their customer service agents. What I wouldn't give to hear "DO NOT REDEEM" in a perfect Canadian accent.