Forum Discussion
No Dial Tone
I am disabled and live alone. My ONLY phone is my Telus landline. I pay my bill in full and on-time. My phone line went dead and this is the second day with no phone service. I do not have any access to an alternative phone to contact Telus.
The online Telus chatbot said a customer service rep would email me within 1-2 hours, but a day has gone by and no one has contacted me at all.
The chatbot does not respond at all anymore.
This is a safety issue and is causing problems for me medically.
Telus is the worst company I have ever dealt with. They have done things like this to me too many times. If I could afford better service elsewhere, I would leave. Unfortunately I live far below the poverty line. I guess people like me just don't matter and don't deserve things like a means to call 911 in an emergency, even if we pay for it.
How is it legal for Telus to charge money for a service that it does not provide?
6 Replies
Day 6, technician showed up (claiming delay was my fault for not answering my dead phone & his last-minute emails from my apartment complex door where I was downstairs waiting to let him in. I'd already confirmed the appointment & warned Telus that I can't communicate from downstairs - wifi doesn't reach, buzzer was connected to dead phone. Told them many times to JUST SHOW UP AS SCHEDULED, don't keep looking for last-minute excuses to cancel. Manager assured me she'd make a note. Technician apparently didn't listen).
Manager also assured me no charge for the repair.
Technician: even after testing/seeing the problem was not my cables, not my phone, nor ultimately my setup, weirdly tried to blame my cables, phone & me for the dead line.
Luckily I already had video proof & a witness that the problem was not the cables (tested out multiple different ones, they didn't work before the repair, all worked after), the problem wasn't my phone (tested different ones; didn't work before the repair, all worked after). Had video proof & a witness that NONE of the wall jacks worked before the repair, one of them now works again after the repair.
The technician saw all of that at the start of his visit. He knew none of that was the problem. He made repairs to the fiberoptic connection in some way. But he still said, before he left, that the problem was my cables. So I showed him again, right to his face, that they all work perfectly now.
He immediately changed tactic & tried to blame my phones. So I again showed him to his face that my phones work now.
He changed tactic again & tried to blame the problem on me plugging my phone into the wrong wall jack. I reminded him that we'd already tested all the wall jacks at the start, none of them worked. Reminded him I have video evidence of that.
He laughed and said it doesn't matter, he won't charge me for the repair. But I'd already been promised by a Telus manager that the repair would be free.
This is not the first time I've dealt with a seemingly dishonest technician.
Day 4 of no phone service. No one is responding or contacting me. This seems seriously negligent.
Hello...? No one is responding in PMs or anywhere else. I need help.
I tested multiple phones and cords. Dead air, no dial tone. The problem is the line, not my equipment.
TELUS_SupportOfficial Support Team
Hey TelusCustomer5 We definitely understand how crucial a working landline is. We're shooting a PM your way right now so we can grab your account details and get this looked into for you ASAP.
I responded to the PM. I am still waiting to hear back. This is day 3 of no phone service. I can't access medical care without it. I can't get access to an alternative phone.
