I ordered a 3Gb fiber plan last week and was told I’d receive an email with plan details. I didn’t. After following up, I learned the agent had misspelled my email, and since emails are system-generated, I couldn’t receive it again.
When placing my order, I specifically asked about my landlord’s existing Telus connection, as they live in a separate suite upstairs. I was assured there would be no issues and that my technician would arrive on Feb 6 between 8-9 AM.
That morning, I got a message from a technician in White Rock (I am in Burnaby) saying my assigned tech was a no-show and he was reassigned but would be late. He arrived 1.5 hours past the scheduled time and immediately found that Telus had assigned the same address to both my landlord’s and my account, despite my prior inquiry. He advised me to call Telus to update the address to "Basement" or "Lower Suite" to avoid affecting my landlord’s service.
When I called, the agent initially said everything was fine. I had to explain the issue before he finally acknowledged that my order had to be canceled and reissued, delaying my installation. The technician assured me he would return later that day. By 4 PM, I realized he wasn’t coming, and my messages were ignored. When I called, he said he would come after work, but I had evening plans. He then promised to come early the next day but never contacted me.
I canceled my plans today, to be available, but after multiple attempts to reach him, he finally responded, saying he had an accident and the day off but forgot to inform me. He said he would call after seeing the doctor, four hours later, I still haven’t heard back.
When I called Telus again, I was told my installation was now scheduled for Sunday, with no guarantee of an earlier resolution. Given the repeated miscommunication and delays, this has been extremely frustrating. I need an immediate solution to ensure my installation is completed as soon as possible.
