To start off the story, Telus had installed a Fiber Optic service line to my house a year or two ago. I did not have Telus service at the time, but they did the install regardless. I had an issue with the line hanging low, and had the technicians come back out and adjust.
Fast forward to New Year's Eve. I wake up and see the line has once again dropped, this time lower than before. The bracket that was installed on my house had detached, but it was still connected to my Shaw service line. I called Telus to have it fixed (this was a headache on its own) and was told a technician would come out the next day (New Years Day) between 9 AM - 11 AM. The technician shows up just before 11 AM and begins asking questions about which line was for which service. I simply said I wasn't sure, but I just need it adjusted. The technician attempted to pull the line down to inspect which line was Telus' and in doing so, ripped my Shaw service out. He responded with a simple "oops". Fair enough... mistakes happen. I asked the tech to fix it and he declined. He then started cutting the Telus lines without much conversation.
I immediately got on the phone with Shaw to have them come and fix the line, the earliest visit was January 4th. I work from home, so having internet access is pretty important. I asked the tech again to fix it and he again declined. At this point, he said he just touched the line and it "fell apart"... even though I watched him pull it down several times before it eventually ripped out. I called Telus around 11:30 AM to speak with someone to see what could be done and I was told a manager would call me within a few hours. I had not heard from anyone for the rest of the day. I called back the next day and the team member had a hard time finding any tickets or escalations under my name/address.
I eventually got put through to a manager and was told that I'm out of luck. Telus can't fix the service, but instead offered me home services (tone deaf?). I said I was happy to stick with Shaw, but would like some sort of compensation for all of this hassle. Well over 2.5 hours spent on the phone with Telus, and without internet for several days. I was told that because I don't have Home Services with Telus, nothing could be done. I informed the manager that I had a mobility account and I would be happy to receive compensation on that side. I was put on hold again, only to be told that all they could do is give me an extra 15GB on my Unlimited Data plan. Needless to say I was not pleased. I asked to have this escalated once more and was told that the manager I spoke to was "the end of the road".
So to summarize (sorry for the long story), Telus attempted to fix their install issue, damaged my current services and are refusing to take accountability by means of compensation. I am extremely frustrated with how Telus has behaved and can't accept when they say that they can't do anything. I feel they are choosing not to do anything.
