Forum Discussion
Ogden / Lynwood phone service out again.( copper theft )
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.
13 Replies
On a final note.
I would like to apologize to everybody in LYNNWOOD not LYNWOOD for my spelling errors.
Cut and paste will kill yah sometimes.
PB
Hi phoney-baloney
TELUS Support has sent you a private message on TELUS Neighbourhood.
Subject: Re: Ogden / Lynwood phone service out again.( copper theft )
Date: 07-24-2025 01:51 PMFair enough. Happy to hear it's working, but I hear you.
I still can't reply privately when I click on the reply box in your message ,so I'm going about it this way.
Yes I'm happy to finally have service too.
However saying that you "hear me" leaves me with the feeling that somehow all the hours and frustration
dealing with telus support was just a minor inconvenience.
You know "all's well that ends well"
I can assure it was quite the opposite.
An absolute master class in big tech miscommunication and incompetence.
Dealing with the ridiculous automated phone services repeating the same questions over and over because they do not understand what you are saying just get to tech support.(Should be the first option)
Anything to save a dime.
Yesterday (Jul 24th) telus called my borrowed cell phone to see if my landline was still down.
I told them it was fixed 2 days ago.
They blamed another dept for not knowing.
Like I said nobody seems to know what's going on.
Then they had the gall to ask if I wanted to add TV and internet service.
Like I said you can't make this stuff up.
As for any follow up action by telus I guess I'll have to content with picking up up
the phone when it rings and go "I hear you".
Nuff said, signing off till my next outage.
35 year customer.
Phoney-Baloney
TELUS_SupportOfficial Support Team
We recently went through a migration that might be the source of the message issue. We sent a new private message.
A tech showed up at my house out of the blue. July 22nd
The day prior (Jul 21st)I was told my appt was cancelled.
Good thing I was home.
After checking the incoming line to my house the tech said one wire had been nicked.
After inserting the line in the terminal block it must have partially severed due to flexing.
Every time they check a line, it is cut and stripped to ensure a clean connection.
I get that.
On the prior visit (service call) it must have been nicked ,then when inserted to the terminal block it partially severed.
This led to my latest of many service disruptions.
After cutting and re stripping my line again.... viola it worked.
After 13 days my phone is working again.
It's been working for almost 2 days now.
The question is for how long this time.Day 9 Ongoing No service...again
Hooray...My phone was working this morning, now it's out again.
It worked for less that 12 hours
What on earth is telus doing?
I'm on the line with tech support ,they are clueless.
They said I had a service call for today.
Where on earth do they come up with this stuff?
No I did not a an appt.
What does a guy have to do to get competent service from telus.
So after talking to tech support (Jul 20th 5pm ) I informed them of the copper theft issue.
Apparently their tech was too busy to call and say he could not make my service call today.
Which of course I new nothing about. Why, because I never had a service call lined up to begin with.
I have no idea where that came from.
Now I do need a tech cause my line only worked for less than 12 hours.
Now they want to send somebody on the 22nd to fix my line.
Is it the copper theft issue or a new problem?
I swear you could not make this stuff up.
Is there anybody at telus who can help?
Phoney-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.
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.
