home phone support via telephone if you now have fibre

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Resident

When you call in for home phone support (billing or other), if you have switched to fibre, some operators cannot access your information. They then transfer you to another area (not directly accessible to Telus customers) and you again must wait. Why can Telus not triage these phone calls on the initial system - i.e. choose 1 for fibre customers, 2 for copper????