Forum Discussion
Will telus charge me for a tech call?
so my tv internet and phone went down earlier tonight.. i called telus and they said there's no outage.. she asked me what is the issue.. i said well the NaH is red light offline.. then she went and said oh there's an issue with the fiber line and i'll have to send a tech out.. the tech call is 2 days from now.. that's fine.. but 5 hrs later.. my internet started magically working again.. so is there something wrong with my fiber line or not?? if i don't cancel the tech call.. is telus going to charge me $200 if they don't find an issue with the fiber line even though the tech support said there's something wrong with my fiber line??
8 Replies
Right on queue it’s working again at night close to midnight.. it seems the internet will stop working only at my house during the congested hours of the day 4-10pm and then it’ll come back after when ppl go to sleep
Tech came.. he moved the ont and got the gpon to work directly into the nah.. and then right on queue at around 4pm pst.. it’s dead again.. he then went and replaced every single line and connector up to the nah and it still wouldn’t work.. I’m looking at the diagnostic screen on the nah from my computer.. the gpon status is cycling between up, lowerlayerdown, and once in a while dormant.. he said he have to send it to the cable department and they’ll have to measure the line and see if it’s too long or if it can support 3gb? Just weird he say that coz it’s been working for 3 months that I’ve had it upgraded?
They said there’s no outage but there’s lots of noise in the fiber line and it’ll come and go.. it’s been out 6-7 hrs both days
TELUS_SupportOfficial Support Team
We'd like to look into this. We'll send you a private message to get account details
what's weird is both time it comes back on at around 11pm ish.. and then next day it'll die somewhere in the afternoon.. like both time it went down and came back on at similar time... the tech said there's lots of noise in the fiber line so they'll have to take a look at it and see what the issue is and noted on the account of the noises so they won't charge me even if i don't cancel it.. but kinda weird it only happens during certain hours
- TELUS_Support
For an issue that starts and stops randomly the issue is usually outside your home - meaning an outage.
How long has this been going on?
- TELUS_Support
Hey Wai_lai416 - Great question! Is your internet still fine and back up? If so, have you gotten in contact with the support team to let them know? They could cancel the tech apt on their end if everything is fine again!
Well I called they said everything is good now so we can go ahead and cancel the tech call.. few hrs later my internet is down again.. red light on the nah.. great now I’m back on waiting to get thru.. and prolly a tech call even later date.. and then prolly cancel again if it starts working and then call again when not?? Coz they said if they can’t find issue I’m being billed $200
