TELUS cancelling copper but will not install fibre

[Mlm995]

I live in a townhouse complex that has just got fibre installed to the main phone closet. I need to get fibre installed to my unit. However, I cannot use the online appointment booking system for some reason; the webpage errors out and tells me to phone TELUS. When I phone TELUS,they give me a scheduled appointment but the technician never shows up even after waiting 4 hours after scheduled time. When I phone customer service, they say there was an ‘error’ on their end that prevented the appointment from being scheduled properly and this time it will work… This has happened twice. I am going to lose my landline in a few weeks as TELUS disables copper but it appears they have no interest in upgrading my home line. What should I do? Does TELUS really want me to switch to a cable phone? Are they just incompetent?

By the way, the phone call at 3:30pm in the afternoon on my home phone the day before the appointment, asking me to confirm the appointment when I am at work with no call back number is a really useless addition to this process. I have already confirmed the appointment. I answer the reminder phone call on the day of the appointment so they know I am home then. Does TELUS expect me to take a week off waiting by the phone continuously to take their calls?

[dru]

@Mlm995 I'm going to send a PM your way to gather more info. Please keep an eye out 🙂

[Mlm995]

Your reply requested a posting on Facebook, instagram, or X (twitter). I do not use any of those services. TELUS missed a third appointment with no callback or request to reschedule. How about a system that when a customer phones your customer service department with a concern three times, the concern gets handled? That would be an acceptable solution.

[Mallevad]

Hi, when my street was upgraded to pure fibre my home was not. Apparently my box was under a tree in my yard and the installers didn't bother looking for it. Now they are threatening to cut me off when copper is discontinued as of Match 2025? I can not get anyone to come out I've made appointments only to have them cancel them saying its not available to my address saying I don't have conduit to my home. however I clearly do a I have had internet/phone for 30 years at this address. I currently am watching tv ass I write this. Pleae have an assoiciate from Telus contact me and send there workers to install my fibre wire and set me up before you cut me off and force me to be without internet/Tv. Thank you

[Mallevad]

I am in the same boat as you. But the installers never ran fibre from the box in my yard to my house and refuse to come out to do so? I have made appointmnets only to have them cancel. When they cancel they give me a number to call that goes to a voice mail thats full and I can not leave any message. I have been here and with Telus for well over 25 years and currently have services but are being threaten to have my services cut off when Telus discontinues copper service. Please have someone help me!

[TELUS_Support]

Hi @Mallevad we would like to help. We'll send you a private message to assist!