Telus "can't give you fibre as the signal is too low"??

I am in Aspen Woods, Calgary. It is a house about 5 years old. 

The "fibre drop" (as in outside fibre cable) people tell me that fibre had been installed outside when it was built, as was the case for other houses in my small road. They drilled a hole in the side of my house and put the connection through. An engineer arrived to do the internal connection. He said that Head Office had forgotten to do something and left saying he'd be back the next day. He didn't return and I heard nothing. I chased today and I am told that the signal is too low to give me the fibre connection. 

This seems bizarre--has anybody else been told that?