Fibre and POTS copper lines dangling from pole

[tyrelb]

Hi, I’m looking for support with reconnecting a recently renovated property to TELUS.

The property is in North Vancouver, and during the renovation, the TELUS connection had to be removed. At the time, TELUS didn’t provide clear guidance, so my contractor ended up cutting the lines.

Currently, both the TELUS fibre and the POTS copper lines are hanging loose from the public utility pole. I need TELUS to reconnect the fibre line from that public pole to the private pole on my property.

I’m struggling to get help — the last four or five representatives I’ve spoken to (across various departments) haven’t understood the issue or been able to advise on next steps.

Can you point me to someone at TELUS who can actually assess the situation and take action?

[tyrelb]

[TELUS_Support]

Please send us a private message with your contact information and full address so we can escalate this to the appropriate team for assessment and next steps. We’ll make sure the right people are looped in to get you the help you need as soon as possible.

[tyrelb]

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[tyrelb]

I get the error: You have reached the limit for number of private messages that you can send for now. Please try again later.

I've never sent a private message before... 

*sigh* 

[TELUS_Support]

We will try to send you one. 

[tyrelb]

Hi, your PM and that verification link didn't work... 

Thanks for trying... 

I'll get back on the phone again, and go around, and around, and around in circles. I'm quite comical at this point... I wish anyone else with their success with Telus...

[TELUS_Support]

Are you not seeing the private message? Can you go back and try again. We updated your profile. 

[tyrelb]

You said someone would call, and no one did. 

I called 888 support line and was able to get a technician scheduled. He was supposed to show 3-5, he called 5:15 to cancel. 

Now i called to get next appointment May 16. 
 
wow. What advice do you have? 

[tyrelb]

There is 0 capability of your telephone team to understand this request (based on my discussions with 6 or 7 representatives on the phone line).

I had a TELUS technician visit the site on Wednesday, April 16. He arrived late. When he did arrive, he said he could not complete the service request because it was outside the scope of his ability. 

I rescheduled the appointment for Friday, April 18. The technical was to arrive between a service window, 3:00pm to 5:00pm. At 5:15pm (after the window) he called and said he was not going to come. 

I've gone ahead, called TELUS this morning and cancelled my services / appointment go forward. 

I'll just pull the TELUS lines down as hard as possible, as this is a safety concern for the neighbourhood. 

I was able to arrange SHAW/ROGERS to visit on-site already… so we're good to go…