Internet drop outs and poor customer service

Recently received a text from Telus asking if we had experienced any problems with our internet service. We had (drop outs and/or low bandwidth) so I replied “yes” to the text and was told a representative would call. When he eventually did call (later than promised) he didn’t seem to know what I wanted, even though the whole interaction had been started by Telus. He also had a very thick accent and there seemed to be a party going on in the background which made the whole interaction useless. I gave up trying to make myself understood.
Why ask me whether I have had any problems then subject me to such torture? And, by the way, is anyone going to resolve the actual problem?