How to Report a Downed TELUS Line
Quick answer: If you see a fallen or low-hanging wire, stay away and keep others back. Call 911 if the wire is sparking, on a road, or touching a vehicle or building. If there's no immediate danger, report it at telus.com/status or call TELUS at 1-888-811-2323 (or 611 from a TELUS mobile device). What should I do if I see a downed line? Never touch, move, or go near a fallen wire, even if it looks like a phone or internet cable. It may be touching a power line and carry high-voltage electricity. Keep other people and pets back and follow the steps below to decide who to call. When should I call 911 about a downed line? Call 911 right away if: The wire is sparking, smoking, or on fire. The wire is on a road, a vehicle, a building, or a metal fence. A utility pole is broken, leaning over traffic, or has fallen. Anyone is in immediate danger. After calling 911, call your electric utility (for example, BC Hydro, FortisBC, EPCOR, or Toronto Hydro). Not sure who it is? Check your power bill. Then report the damage to TELUS. How do I report a downed TELUS line online? Use this option if nobody is in danger. Go to telus.com/status and select the green Report an outage button in the top right corner. On the right side of the page, select Report an outage. Choose the reason for your report, such as "Cable damage or low hanging wire." Add as much detail as you can, including a photo if you can take one safely from a distance. Submit the form. How do I report a downed TELUS line by phone? Call TELUS Technical Support at 1-888-811-2323 (or 611 from a TELUS mobile device). Select Service Interruption or Public Safety Hazard. Give the exact location: a street address, the nearest intersection, or a nearby landmark. Say what you see: a fallen cable, a damaged cable box on the ground, or a leaning or broken pole. If you can read it from a safe distance, give the pole number on the metal tag at eye level. Never go near the pole to look for it. What if the wire is on a shared electrical pole? Many poles carry both electrical and telecom lines. If the damaged wire is attached to a pole that also carries power lines, tell your electric utility as well as TELUS so crews can coordinate a safe repair. Frequently asked questions Can a downed phone or internet cable hurt me? Yes. A fallen cable can touch a power line further along its path and become energized. Treat every fallen wire as dangerous. Who do I call first: TELUS or 911? Call 911 first if there's sparking, fire, a blocked road, a wire on a vehicle or building, or anyone in danger. Otherwise, report the wire to TELUS. What should I do if a wire falls on my car? Stay inside the vehicle. Honk your horn to get attention, call 911, and wait for emergency crews to tell you the power is off before you get out. Warn anyone who approaches to stay back. Is this the same as reporting an internet or phone outage? No. This page covers physical damage to lines and poles. For service problems such as no internet or TV, visit telus.com/status. What details help TELUS find the problem faster? The street address or nearest intersection, what the damage looks like, and a photo or pole number if you can get them safely. Related pages and info Check network status Contact TELUS Support Send a private message to TELUS_Support here on the Neighbourhood.
