There may be a few solutions to your dilemma. Let’s try to point you in the correct direction…
As I understand it you have already contacted Telus via the chat application, correct?
If not, I start there via the following link: https://www.telus.com/en/support/contact-us?linktype=ge-footer#openchat
If you already have an order number for the installation, make sure to inform the CSR agent that will speed the process.
Speaking of an installation number, if you indeed have one than this link may be of assistance to you…
https://www.telus.com/en/commerce/order-status?INTCMP=contactus_orderstatus_AB_V2
and last however not least is a direct connection via the phone.
Technical Support: 1-888-811-2323
Account, billing & sales support: same number: 1-888-811-2323
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