Forum Discussion
How to deal with outside broken wires and very simple people working for telus?
Had a technician install new telus internet at the beginning of december. Technician had run to and fro between the house and the street pedestal, and determined that the wiring up on the electrical poles was broken somewhere. Two and half months later, another technician technician came, drove to and fro between the house and the street pedestal (is is more than 100m), climbed few poles, and determined that the wires between the house and the telus street box are broken. I asked him to wire in the modem anyway, so when next technician comes with a spool of wire, they do not have to enter the house, all they need is to run the wire between the box on the outside wall and their street pedestal.
Astonishingly, I received a message that the service is now up. Tried to communicate with their AI assistant, asking for live agent. AI assistant failed.
Got an email, supposedly from live person, who suggested that I unplug and plug in the modem.
Did the movie "Idiocracy", https://www.imdb.com/title/tt0387808/ get its inspiration from how telus functions?
Anybody here has an email for someone high up on the telus chain of command who understand the phrase "wires are broken" and can do something about it?
4 Replies
It is not odd at all. Your question is idiotic and insulting. It indicates that you did not read what I wrote, or perhaps you did read, but either did not comprehend, or assumed that the customer is too stupid and does not know what he is writing about.
The modem behaves exactly as it should when the telco pair is disconnected. It powers up, the WAN led flashes green trying to get DSL connection, then gives up and turns red. Get yourself a T3200M modem, power it up, and observe what the LEDs do.
Do you comprehend that since there is no functioning pair connected to the modem, the modem can not work?
Do you further comprehend that if two technicians came to the conclusion that the wires are broken somewhere along the line from the telus pedestal to the house, the wires need fixing?
Please stop wasting my time and send someone to fix the wires. If you don't know anyone who can fix the wires, send the technician who can show me which pair in the pedestal on the street is supposed to go to my house. I have a spool of wire and can string it myself.
TELUS_SupportOfficial Support Team
We understand that you're frustrated, and we want to help resolve this issue for you. Basic troubleshooting steps, such as checking the modem lights, are standard procedures before moving on to more complex solutions. This helps us identify the issue accurately and efficiently.
We kindly ask that all community members adhere to the TELUS Community and Social Media House Rules, which are outlined here: https://forum.telus.com/kb/neighbourhood/telus-community-and-social-media-house-rules/116293 These guidelines are in place to ensure that discussions remain respectful and constructive for everyone.
We will send you a PM shortly to investigate further and work towards a solution.
I don't need a psychologist who understands frustration, I need a technician who has spool of wire and can climb the poles to string it between the house and the pedestal.
I realize that independent thinking is at premium at Telus, and apparently you follow troubleshooting flowcharts, however silly that might be, therefore I have satisfied your "standard procedure" and turned off and on the modem number of times, and the lights always came up the same -- there is no connection. Lets move to the next step, whatever that may be in your troubleshooting flowchart.
The wires are still broken, there is no signal coming into the house.
- TELUS_Support
That's definitely odd. Are you seeing a flashing green light on the modem? If not is it Solid red or no light?
