Forum Discussion
Fiber Drop Reroute & Fee Waiver Request
- ATTN: Telus Escalations / Outside Plant (OSP) Support
- HOME SOLUTIONS ACCOUNT: Drop-Only (No Active Home Services)
- Acknowledge community forum posting
1. Support Access Barrier & Documentation Request
Drop-only status blocks online chat support access
Phone support involved multiple transfers and repeating history from scratch.
Attach this summary to drop notes and forward to OSP/install team
2. Initial Assessment & Rejected Left-Side Route
Fiber feed and junction box are on left side (facing house)
Coordinator proposed routing left to junction box via lengthwise driveway cutting/drilling
Rejected this route to prevent driveway surface cuts
3. Neighbor-Yard Proposal & Rejection
Asked to route through neighbor's yard; coordinator claimed impossible, ruling it out
Neighbor's fiber was later trenched along that path. Installers and neighbor confirmed routing alongside is viable with verbal consent
4. Miscommunication on Agreed Right-Side Alternative
With left route rejected and neighbor path ruled out, right-side routing was selected
Coordinator omitted that right-side plan originates left and cuts driveway width
Understood plan used deep underground right-side placement without cuts
Installers cut across driveway width and yard. "Coming soon" status blocks support action
5. Basis for Waiving the $200 Follow-up Technician Fee
Miscommunication: Right-side plan driveway width cut was not disclosed
Inaccurate Exclusion: Neighbor-yard route was feasible, contradicting coordinator statements
6. Requested Actions
Issue new Drop work order routing through neighbor's yard to left-side junction box
Remove or abandon line cutting driveway width and yard.
Waive $200 technician fee or provide $200 bill credit
1 Reply
Additional Context & Clarifications for Escalation / Ticket Notes:
1. Why "Underground" Was Misunderstood (Hydro-Vac Context)
- When the coordinator stated the right-side alternative would go "underground," I reasonably understood this to mean deep sub-surface placement without surface cuts, referencing the prior hydro-vac work done for the main lines.
- I also thought the installation would utilize a feed on the right side of the house rather than crossing over from the left.
- My primary requirement from the start was minimum travel and zero damage to housing infrastructure (driveway, walls, ceiling, lawn). Avoiding driveway cuts is critical to prevent complications during future driveway repairs or resurfacing.
2. Clarifying the "Coming Soon" Status & $200 Dispatch Scope
- Portal status reads "Drop date: Coming soon" because while the exterior crew already cut the driveway width and trenched the yard, no interior installation or termination has occurred.
- Phone support (after transferring my Ontario inquiry to an Alberta queue and back through automated prompts) stated this "Pending / Coming soon" state locks them out of modifying the work order right now.
- Additionally, when quoted the $200 fee, the representative could not clarify whether that fee dispatches an interior splice technician or the exterior civil installers/contractors needed to actually re-trench the drop.
3. Neighbor Co-Trenching & Redacted Account Info
- My neighbor's drop and my feed sit right beside each other. Following their newly trenched line on their lawn (with their verbal consent) reaches our left-side junction box directly and avoids the driveway completely.
- A Telus moderator can DM or send me an email for my redacted Home Solutions Account #, Drop ID, and Ontario service address to attach these notes directly to the active construction ticket.
