Forum Discussion
Unable to escalate damaged TELUS infrastructure complaint
I am not a TELUS customer and need assistance escalating a complaint regarding damaged TELUS infrastructure at my property.
On Thursday, a delivery truck knocked down TELUS communications lines (installed by previous homeowners), and they are now hanging low over a shared driveway. I spent over an hour with TELUS arranging a repair appointment that evening for the earliest they could offer: this Sunday from 11 a.m.–1 p.m. TELUS sent me appointment reminders on both Friday and Saturday, and I confirmed the appointment.
No technician attended today, and I received no cancellation or notification; I even received a notification saying the tech was on their way at 1030am.
I then spent about two hours on the phone with TELUS Tech Support trying to find out what happened. I was repeatedly told they couldn't provide information because I am not a TELUS customer, and I was eventually told there was no record of the original ticket, despite TELUS sending multiple appointment reminders and receiving my confirmation.
A new appointment has now been scheduled for Wednesday from 4–6 p.m.
After that call, I also contacted TELUS's 310-CUTS emergency repair line for damaged infrastructure. They said they couldn't help and directed me back to Tech Support.
I have now spent more than three hours on the phone, lost much of today waiting for a technician who never arrived, and the damaged lines remain hanging over our shared driveway. My neighbours need the lines to be repaired ASAP, as they have a large trailer they need to bring through the driveway.
I would like to formally escalate this to TELUS Management. However, the online complaint process requires a My TELUS login, which I cannot access because I am not a TELUS customer. TELUS and this situation are running me ragged.
Could a TELUS representative please contact me privately so I can provide the ticket/appointment information, screenshots and my full written complaint?
3 Replies
THIRD UPDATE:
This morning I received yet another text from TELUS, this time advising that a technician will be attending on Sunday.
To summarize the current situation:
- Yesterday, after approximately two hours on the phone with TELUS, I was told a technician was scheduled for Wednesday from 4–6 p.m., after they no-showed yesterday's appointment.
- Last night, TELUS texted me stating that the repair had been completed. It had not been completed. No technician attended, and the damaged lines remain hanging over the driveway.
- This morning, TELUS texted me stating that a technician is now scheduled to attend on Sunday.
I therefore have no idea whether the Wednesday appointment still exists, why the repair was marked as completed when no repair occurred, or why I am now receiving an appointment for Sunday.
The damaged TELUS infrastructure remains hanging low over our shared driveway.
It is being held up by a rope that my partner tied so we can use the driveway in the meantime (it's still too low for a truck to pass, but my SUV can make it under)
A fun update - I just got a text from TELUS saying the service was repaired/fixed! It has not, in fact, been fixed!
TELUS_SupportOfficial Support Team
It's strange that you got the text saying it was fixed. I'll send you a PM shortly to securely gather some more details.
