Forum Discussion
Disappointed with Infrastructure Installation Process
Just venting here because I can't find a way to lodge a complaint elsewhere without being a customer.
We were given notice back in June that fibre infrastructure was being laid in our neighbourhood and we were excited to have an alternative to Rogers or Bell that could handle gigabit+ speeds.
We had applied to have a drop installed on our house to be able to use the service once it became available. Someone came around, we filled out a form and were told it would take "a couple weeks" for the work to be completed. Reasonable, but that was back in July.
It is now October and we've had a line buried on our property (as expected) then dug up again and a coil of cable left in our garden for over a month. Some objects in our garden were also moved as part of the work and have yet to be replaced. No one I am able to get a hold of can tell me when the work will be finished, when the cables will be removed from my garden and when they will put it back the way they found it. Someone on the phone today blamed Bell for this and told me to call them.
This is not a great way to make a first impression on potential customers. If Telus can’t complete a basic installation in a reasonable timeframe or communicate clearly about the work, I have little confidence in how they would support the service afterward.
6 Replies
I understand there being delays in work being completed, it's the lack of communication that's frustrating.
The final answer I was given was that no one is able to give me a timeframe for when the work will be done. Is it weeks, months, next year?
TELUS_SupportOfficial Support Team
There are many factors that affect the build so giving expectations without being on the ground and having more information would result in the information being inaccurate
But some department within Telus is coordinating the drop installation work, correct? And they would have information from the installation resources or subcontractors?
I'm not looking for a specific date, just a ballpark as the original "couple of weeks" the person at my door state has long passed by.
- TELUS_Support
Understandably frustrating. There are a number of factors at play when it comes to fibre drops and installation work, which can sometimes affect timing and coordination. What were you specifically advised when you called in about this?
