Forum Discussion
Business Connect (multi-location) still not working 1.5 months later
I've been waiting since mid-June 2026 (about 1.5 months now) for a TELUS Business Connect Enhanced setup across two clinic locations (multi-site). Open support request ID 25444257.
Background: our existing landline was bundled with internet, but due to copper retirement we had to move to Business Connect. Since making the switch:
- The old landline is completely dead — no service at all
- We're still being billed $20/month for it
- The only reason we have phone coverage right now is that calls happen to forward to our other, already-existing Business Connect number — this was not a real setup, just a lucky workaround
Timeline:
- Quote approved mid-June with original rep Jerrica Mae Galvez
- Jerrica has since left TELUS
- New rep Kimberlyn Duron was assigned and escalated this to a Concierge Team for the multi-location setup
- No update since, and I've been unable to reach anyone by phone for weeks
This is now urgent — our new location opens this week and we still don't have working phone service set up for it. Could someone from the TELUS Business team or Community Power Users help me get this escalated? Happy to share account details via private message. Thank you.
2 Replies
TELUS_SupportOfficial Support Team
That's definitely a longtime to wait. We'll send a private message your way to collect some info so please keep an eye out for it.
I wanted to provide an update as this issue remains unresolved.
What has been completed:
- Internet, Internet Backup, and Security successfully installed
What is still pending (7+ weeks and counting):
- Business Connect Enhanced (2 locations, multi-site IVR setup)
- VoIP phones (Yealink T34W + W76P) for both locations
- Landline number porting to Business Connect
Timeline of reps:
- Jerrica Mae Galvez (Copper Retirement team) — left TELUS mid-process
- Richard Joves — unresponsive
- Kimberlyn Duron — currently waiting for "Concierge Team" for multi-site setup
The landline has already been disabled due to copper retirement. Calls are currently forwarding to our existing Business Connect number as a temporary workaround, but we still have no VoIP phones or proper multi-location setup.
Is there anyone at TELUS who can help escalate this?
