Forum Discussion
West Vancouver weak signal
I live exactly 10 minutes from downtown Vancouver (when the Lions Gate bridge has no traffic) but there is almost no Telus mobility signal. Thousands of people are affected by this problem in West Vancouver. 80% of the time when we receive a call it goes to messaging. 100% of the time that we can connect, the connection is partly garbled or intermittent with long periods of silence, and 50% of the time the connection drops after a while. Many of us have land lines just because cellphone service up here does not work as required by law.
I was told this is because the closest cell tower to the upper British Properties (Chartwell/Eyremount) neighborhood in West Vancouver is in Ambleside by the ocean, about 3.5 km away.
I received a text from Telus today that said <<TELUS Msg: Valued Customer, our network in West Vancouver just got better. ... This investment in a new cell tower will mean fewer dropped calls, faster loading times and a more reliable connection in West Vancouver.>>
When I clicked on the link provided (telus.com/sl/mPNaz5O9pJ), it gives a list of "cities with improved coverages", BUT West Vancouver is not one of them!
What is the problem? Why is a cell tower missing in the first place? Why is Telus installing cell towers but ignoring thousands of customers in our neighbourhood only 10 minutes away from downtown Vancouver? Why does the text message imply a new cell tower but the list does not include West Vancouver?
4 Replies
TELUS_SupportOfficial Support Team
Hi there, the text message you received refers to regional network improvements in West Vancouver (such as upgrades to existing sites), not necessarily the installation of a new cell tower in every neighbourhood. This is why West Vancouver may not appear explicitly in the list on the link provided. Coverage in hillside areas can be impacted by terrain and tower placement limitations, and while improvements have been made in the area overall, we recognize that some locations may still experience service issues. We strongly encourage you to report your specific location and experience directly to our technical team, as this helps prioritize future network work: support.telus.com/mobility-expert-sm
- TELUS_Support
We don't have an email address. However, you can chat with tech support here: support.telus.com/mobility-expert-sm without having to call in. They can report it for you.
Hi I just reported here that I am in the Chartwell/Eyremount area (1500 block Chartwell). So please report this to your technical team. Or what is their email address? Sorry, will not call a busy number in India and be put on hold for 30 minutes and punch a string of numbers that lands you in the wrong place. This area is not inner city with cell tower placement limitations. Lots of municipal land. This is just Telus, a monopoly and a semi-government company, that cares not much for its customers knowing that they have nowhere to go.
I forgot to add: This problem has been with us ever since we joined Telus 10 or 15 years ago. It is not a new problem.
