Desperately need a Telus Home Security Fix!!

I have been waiting more than a week to be contacted by Telus security to repair my system.  The panel does not communicate via wifi or cell service. This is the second time in a year that the IQ4 panel has failed.  I have called multitudes of times to get a tech out to repair and still more than a week later and no contact to arrange service.

I am upholding my end of the contract by paying my monthly monitoring fee, but Telus is failing to uphold their end as my system is unmonitored.

Any one have any ideas?

Thanks