Unable to escalate damaged TELUS infrastructure complaint
I am not a TELUS customer and need assistance escalating a complaint regarding damaged TELUS infrastructure at my property. On Thursday, a delivery truck knocked down TELUS communications lines (installed by previous homeowners), and they are now hanging low over a shared driveway. I spent over an hour with TELUS arranging a repair appointment that evening for the earliest they could offer: this Sunday from 11 a.m.–1 p.m. TELUS sent me appointment reminders on both Friday and Saturday, and I confirmed the appointment. No technician attended today, and I received no cancellation or notification; I even received a notification saying the tech was on their way at 1030am. I then spent about two hours on the phone with TELUS Tech Support trying to find out what happened. I was repeatedly told they couldn't provide information because I am not a TELUS customer, and I was eventually told there was no record of the original ticket, despite TELUS sending multiple appointment reminders and receiving my confirmation. A new appointment has now been scheduled for Wednesday from 4–6 p.m. After that call, I also contacted TELUS's 310-CUTS emergency repair line for damaged infrastructure. They said they couldn't help and directed me back to Tech Support. I have now spent more than three hours on the phone, lost much of today waiting for a technician who never arrived, and the damaged lines remain hanging over our shared driveway. My neighbours need the lines to be repaired ASAP, as they have a large trailer they need to bring through the driveway. I would like to formally escalate this to TELUS Management. However, the online complaint process requires a My TELUS login, which I cannot access because I am not a TELUS customer. TELUS and this situation are running me ragged. Could a TELUS representative please contact me privately so I can provide the ticket/appointment information, screenshots and my full written complaint?