Ogden / Lynwood phone service out again.( copper theft )

[phoney-baloney]

Yahoo my phone service is out again !  (July 11th.)

After telus finally fixing my service not even 2 weeks ago for a different problem ( Out for 5 days) it's down again.

This time it's copper theft.

Before finding this out I called tech support thinking my problem was related to my previous issues.

After talking to tech support they checked their outage map and assured me the problem was on my end.

I was told someone would be out in 16 days (July 27th) to do a service call.

Of course at this point I flipped and asked to speak to a manager.

Guess what ,I talked to an "Escalation manager".

He even opened a "special ticket" for me. Whoooo Hoooo I'm special.

After much discussion he assured me a "senior technician" would be sent out on July 12th  1-3 pm to address my concerns.

Well as you can imagine the senior tech never called my GF's cell to to confirm my pending appointment.

Senior tech was a no call /no show.

The escalation manager told me he would call GF's cell to confirm work was done.

Again nothing but crickets.

After giving up on waiting I checked the telus outage site at 6pm and lo and behold it said copper theft..

It looks like I found the problem before tech support did.

My afternoon was spent waiting for someone who could not even fix my issue because it was an even bigger problem.

Once again telus cannot even communicate issues across different tech dept's to inform each other of problems.

Just when I think telus customer support can't get worse telus steps up and lowers the bar again.

Maybe I'll get a "Please contact us privately so that we may help resolve your concerns".

Read my comments, communication breakdown, that's my concern.

Now I feel like some Led Zeppelin and maybe a sandwich. Hold the baloney.

[TELUS_Support]

Hi there, first, we want to sincerely apologize for the incredibly frustrating experience you've had. You're absolutely right, clear and timely communication is the least you should expect, especially when you're already dealing with repeated service outages. Thank you for taking the time to share all the details, they’re not lost on us. We'll be sending your feedback directly to our support and field service teams, because this kind of breakdown across departments is something we’re actively working to improve.

[phoney-baloney]

Thanks for the reply.

Unfortunately I find it a hollow gesture.

Yesterday (June 13th) I received a call at 1pm from the "Escalation Manager" to enquire if the tech showed up on the 12th.

I told him "No call, no show"

He then assured me that someone would be there between 1 to 3pm again that day.

Again no call, no show.

I repeatedly told him that the service call was useless because the "copper lines had been cut".

He said they had to come out to inspect and to expedite the repair work.

Two days of waiting for someone to show up and probably just shrug their shoulders and go "the lines been cut". Duh.

What a huge waste of time.

Is this what an escalation manager is for?

To escalate my frustration with the telus support team.

Better give him a raise, cause boy does he excel at escalating my patience.

Not to mention by sheer coincidence I got my telus bill yesterday.

They raised my bill 15% without any explanation and dinged me a late fee for last months bill.

Even though I lost a weeks service due to slow repair / lack of interest in my previous outage issue.

Talk about gall.

Customer satisfaction must be appalling to say least.

I would be better off with 2 tin cans and a ball of string.

[TELUS_Support]

We’re going to send you a private message so we can look into your account details, review the missed appointments, and make sure we address your billing concerns properly.

[phoney-baloney]

I am still waiting for a response