Missed Installation Appointment and Poor Communication

I recently signed up for Telus internet services and was scheduled for an in-home installation on Saturday between 8 and 9 a.m. I was told a technician would call 15 to 30 minutes before the appointment. No one called, and I received no message or update about any changes.

I contacted customer support, and the agent (Miguel) assured me a technician would call within 20 minutes and arrive within the hour. He also promised to call back in an hour to confirm. He never did.

When I called again, the next representative said she couldn’t access the transcript from my previous call due to a system issue. She confirmed the appointment was still showing as active, put me on hold for 40 minutes to contact dispatch, and then the call disconnected. No one called back, even though I was told they would if that happened.

I am now on my third call. It is 12 p.m., and I still have no information on whether anyone is coming to complete the installation. Am I expected to keep waiting indefinitely? Or will I later be told that a technician showed up unannounced and marked the job as missed?

My current internet service stops working tomorrow, and this delay directly affects my ability to work. This entire experience has been frustrating and unacceptable.