-Telus replaced my GSM unit attached to my alarm system in late September '24
-November 19th Telus called to notify me that they lost contact with my alarm system and the cause was the GSM was not working. They told me that they could not send a technician out to look at it. I asked for resolution and a call back and did not get one.
-waited for weeks for a call back that never came so I called back Telus support on Dec.12th. They passed me to JC in Loyalty. I was told that a manager would have to call me about this issue and he opened up a case. I instructed JC to ensure I got a call back before 5pm EST as I was not available after 5pm.
-On Dec 13th at 7pm and unknown number called my phone and the caller did not leave a voicemail, but I got a txt with call back details.
-Dec 16th and tried to call but right away it was clear to me that the call back details were wrong as the voicemail was for another person. i left a message for a call back regardless.
-On Dec 24 i left another message
-on Jan. 6th 2025 I called back Telus support and spoke with Evony. She tried to get me a manager on the phone twice but could not. Evony opened up another case as the original case was closed by the management team on Dec 14th??? why? I again requested a call before 5pm EST
-On Jan 9th a Telus Manager called me at 9:09pm EST and left a voicemail, but call back details were not clear
-On Jan 14th I called back Telus Support and Charlene tried twice to connect me to the manager. Charlene put a note to call before 5pm EST.
Why has my security system been broken since November 19th and Telus is not fixing it? Telus took out a working GSM unit from my residence and replaced it with one that does not work.
