I rely upon my internet for my livelihood and am experiencing the red fail light on my Alcatel Lucent ONT fiber receiver/converter that connects to the router via CAT5/6. My fiber 300/unlimited has been down for 24hrs. and still no tech coming for two days. I stand to lose a significant amount of income due to this and my tenants have no data either.
This happened only a year ago as well. Telus has been useless on the issue.
I work in IM/IT software development currently and have several years experience troubleshooting software and hardware issues and custom building hardware. The customer service agent in the Philippines kept insisting I must have changed or unplugged something (I didn't and no one else has access to the area where the unit resides) and the guy at the Canadian call center refused to put me through to the Network Services group. Tried calling and leaving voicemail on Telus tech. who setup everything last time this issue occurred's cell and a text - no answer. Tried texting the Telus tech. who setup my Dad's Telus services (I convinced him to switch from Shaw to Telus and am now regretting it) no response from anyone.
Finally took to Twitter and started ranting and got a private message from a Telus Support agent who said they would "escalate" the issue. However, still nothing.
Nothing physically changed with my configuration and there are no other outages in my area.
So sick of dealing with Telus, we need more ISP options. They really don't care about their customers.
David, if you work in IT I would assume you know the difference between a residential internet connection and a business class connection that has service level agreements in place that would get repairs done faster. If you are in fact using a personal internet connection for what appears to be business purposes, then you have to live with your decision, and the time it takes for a repair tech to get out there. Cold contacting other installers won't work as they won't have been assigned to the ticket that was created when you called since the repair techs will be the ones assigned to deal with the problem.
A fail light on the ONT doesn't always mean hardware failure. Your fibre pigtail could have been inadvertently unplugged in the FDH in your neighbourhood or in the NAP closer to your house.
The point of a business vs residential SLA is still valid as much as you might not agree with it. Business accounts guarantee faster response times for service visits and protect you from any lost revenue if the service impacting issue is caused by Telus.
The technician who gave you her card may have moved on to another role in the company. She may have transferred to a different city. Or she may no longer be with the company. A lot can happen in that role in a matter of months.
You can try speaking with an escalation manager to try and get a better appointment, in this case for tomorrow, but that all comes down to the available technicians that are available in the area who are not already booked up with a full day, and are Fibre trained. You could always use your cell phone as a mobile hot spot to do crucial work related things and if this incurs any data overages get Telus to credit you that amount on your next bill. Or you could just bite the bullet for a couple days and commute in to the office.
The reason Telus has a "monopoly" on Fibre is because they are the only company stepping up in western Canada who is investing in Fibre. Over $20 billion over the last 7 years. Shaw is doubling down on their coax and sub-par cellular network in Freedom and they're the only other company around with the money to invest in Fibre so I don't see any other option coming soon.