Forum Discussion
Internet down due to Telus error
My home Fibre internet has been completely down since Thursday. Early last week a Telus tech came to install internet at a neighbour’s unit. When that tech came to install the neighbour’s internet, they damaged something with my internet line, which is what caused my internet to completely cut out on Friday.
A Telus tech came to investigate on Saturday morning but could not find the issue. They checked the fibre line, replaced the NAH, but issue still remained. They left and said they would be back but then completely ghosted me. I can’t get a hold of the tech and Telus now says they can’t get anyone else out here until Sept 4.
I tried to escalate this and put in a complaint but I can’t get anyone to come sort this out ASAP. I work from home and it’s crucial I have working internet. I am running out of options here.
2 Replies
Retired telus internet tech i know what happened. First I think what you mean by ghosted is you called the tech and they didn't answer or you left a voicemail message and no callback was done. From time to time I would go out in the field to help a field tech. Techs will only answer their phone if they are pulled over doing their paperwork. There's zero excuse for not fixing your service when the tech was there. Second I check to find out if your fiber service has any shared equipment. Then I get the model numbers and mac address for each equipment in your unit and compare to see if any records issue. I also check outages in the community. I would contact the office and check the second address to see if they have working service. I check to see essentially what ports are used by your neighbor and you. I go to the utility room to check light levels and make sure you're on essentially the right port. If you are on the right port then I escalate immediately while I am there and have them reboot your service which will give you a new IP address. Hopefully your service is running now
- A-B
Community Manager
Definitely not the experience we want for our customers! Please send our TELUS_Support handle a private message and we can look into this for you!
