Telus outages and service status in Hepburn, Saskatchewan

Problems in the last 24 hours in Hepburn, Saskatchewan

The chart below shows the number of Telus reports we have received in the last 24 hours from users in Hepburn, Saskatchewan 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:

• 
  Peter Girnus 🦅 (@gothburz) reported 6 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.

• 
  rick douglas (@rickdou78681875) reported 7 minutes ago

  @Derekrants They're also in all three levels of law enforcement: Toronto Police, Ontario Provincial Police, and RCMP. They work in postal offices, Service Ontario, Service Canada, private security companies, communication companies (Rogers, Telus, Bell, etc).... They are everywhere.

• 
  Stan Querin (@BlackStangBC) reported 7 minutes ago

  @TELUSsupport I'm having issues with global.....is this a station problem or a telus problem?.....if your watching that channel specifically sound cuts out for about 20 seconds comes back 5-10mins later it does it again

• 
  Jim McLellan (@jimmclellan23) reported 9 minutes ago

  @nogoodboyo_yvr @TELUS TELUS is so poorly run. They couldn’t organize how to get out of a paper bag without 4-6 “deep dives”. Trust me I spent 15 years there. So running a football club would never be sustainable

• 
  Jmac (@Jmacvbvbv) reported 12 minutes ago

  @VanIsleInvestor @BNNBloomberg @MobileSyrup Telus support the other day…… buddy chewing his food right in my ear! Unbelievable

• 
  Yojenkz (@JYojenkz) reported 14 minutes ago

  @FreedomMobile please don’t follow in Bell/Rogers/Telus footsteps. Keep AI out of my service.

• 
  Uniquepic (@BarbaraWor7624) reported 18 minutes ago

  @KirkLubimov I will never have anything to do with Telus. Why do they want to dupe their customers?

• 
  heiba9866 (@heiba986627073) reported 22 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

• 
  candide persan (@CandidePersan) reported 23 minutes ago

  @seblatombe tiens, toute fraiche: Dear User, We regret to inform you of a data security incident at TELUS Digital that involved unauthorized access to certain of our systems

• 
  rubbertrout (@rubbertrout_) reported 23 minutes ago

  The sound is all ****** up on the @TELUS TV app and @Sportsnet plus doesn’t want to work either. For what I pay for this **** I’m very unimpressed