Forum Discussion
Cable Cut, No Timeline or Direct Contact Provided – Long-Time Customer Frustrated
I've been a loyal TELUS customer for a while and have generally had good service, but I'm really disappointed with the recent handling of my internet setup and ongoing outage.
I recently moved to a new address and requested service transfer/setup. It took 4-5 days for the internet to be activated after moving in, leaving my household completely without internet during that time. This was already inconvenient, but we managed.
Now, just one month later, my PureFibre connection has gone down because (according to the agent I spoke with) the fiber cable got cut. I've been without service again, and when I contacted support, the customer agent couldn't provide any estimated repair timeline or even a rough timeframe (e.g., days, weeks?). They said it's now in the hands of a different team (likely field repairs or network ops), but couldn't give me a direct contact number to follow up with that team, or any way to get updates beyond calling back into general support. No proactive communication or compensation offered so far for the repeated downtime.
This is the second major disruption in a short period, and the lack of transparency or a clear escalation path is making it hard to plan or trust the service. As someone relying on reliable internet for work/home, this is unacceptable.
1 Reply
TELUS_SupportOfficial Support Team
When a fibre line is damaged or cut, the repair is typically handled by a specialized field or network repair team. Unfortunately, our frontline support agents often don’t have access to a precise repair timeline while that work is being assessed and scheduled, which is why an estimate may not have been available at the time of your call. Have you been able to check telus.com/outages to see if there are any updates there?
