Forum Discussion
How to report frequent outages?
Hi So I've been through the poor chat robot and it's cycles endlessly today. My Internet keeps dropping and all I want to do is report the outage, and instead I'm recycling through the same optio...
Hello, the website does not allow users to report a home service outage other than physical damage to infrastructure. The outage map also did not represent sustained outages that were affecting numerous users in my area. Neither resource is helpful in reporting or confirming home outages in my experience with TELUS.
El-Eric
Community Manager
Community ManagerThere's a lot of factors that could affect your service - are you losing the ability to surf the web at consistent times throughout the day? Is it random? is it all devices?
It seems to be random. The issue was investigated by field technicians and discovered to be an issue on the network's side, resulting in extended outages. Recently, some infrastructure failure has entered the mix.
- A-B
If you've already had someone to your premises as well as speaking with our Tech Support team, did they advise what their solution was?
Hi, thanks for following up. The technician spent several hours troubleshooting, before confirming through various means that the line and modem were functional, the issue was on the network side.
Technical support makes plausible-deniable claims each time, that this outage *most likely* looks like the last one, everything seems to be working fine, etc.
Then it happens again. I have spent a dozen hours patiently on the phone with Telus this last month, and I am starting to grow frustrated with the lack of clarity and resolution to this problem.
We've had 2 outages today, each 1.5- >2hrs each. I have an outage right now, in fact. Tech Support told me Engineers were causing the outage due to a fiber upgrade. We were not advised that the upgrade would involve frequent outages for a whole month. As you can see, this is a terrible situation in terms of internet service.
