Just did a quick test.... called from a 604 number to another 604 number. The other phone answered without problems.
You might also want to try the Telus Chat support option. I found the wait can be half the time of a phone wait.
Tried both those suggestions thanks. Ringing our landline from our cell which are both 604 and landline goes straight to voicemail. The chat option started with saying there were 20+ people ahead of me and after 20min+ I think I was still in the high teens.
Telus is in the communications business but they know nothing about customer service it seems.
What happens if you try calling another number? Perhaps work or your favourite restaurant? Does that work?
Try it with your cell. Then try with your home phone. Perhaps you can isolate the problem to a mobile or home phone issue.
I had problems with my home phone once... turned out I had call forwarding enabled.
If incoming goes straight to voicemail, have you checked every phone / fax / etc in your house? If you unplug all of the phones in the house and try calling, does it still go straight to voicemail? If yes, then the issue is likely outside the house. If no, plug in a corded phone first and try calling again.
Recommended troubleshooting the chat / support people will usually run you through: https://www.telus.com/en/bc/support/article/home-phone-no-tone
I just tried the chat for phone repair and there is only ONE person in the queue. Are you sure you're in the right one? TV or Internet tech support will have a long wait. Once you go to chat, be sure to choose Home, then Home Phone Technical Support.