Fiber Drop Reroute & Fee Waiver Request
ATTN: Telus Escalations / Outside Plant (OSP) Support HOME SOLUTIONS ACCOUNT: Drop-Only (No Active Home Services) Acknowledge community forum posting 1. Support Access Barrier & Documentation Request Drop-only status blocks online chat support access Phone support involved multiple transfers and repeating history from scratch. Attach this summary to drop notes and forward to OSP/install team 2. Initial Assessment & Rejected Left-Side Route Fiber feed and junction box are on left side (facing house) Coordinator proposed routing left to junction box via lengthwise driveway cutting/drilling Rejected this route to prevent driveway surface cuts 3. Neighbor-Yard Proposal & Rejection Asked to route through neighbor's yard; coordinator claimed impossible, ruling it out Neighbor's fiber was later trenched along that path. Installers and neighbor confirmed routing alongside is viable with verbal consent 4. Miscommunication on Agreed Right-Side Alternative With left route rejected and neighbor path ruled out, right-side routing was selected Coordinator omitted that right-side plan originates left and cuts driveway width Understood plan used deep underground right-side placement without cuts Installers cut across driveway width and yard. "Coming soon" status blocks support action 5. Basis for Waiving the $200 Follow-up Technician Fee Miscommunication: Right-side plan driveway width cut was not disclosed Inaccurate Exclusion: Neighbor-yard route was feasible, contradicting coordinator statements 6. Requested Actions Issue new Drop work order routing through neighbor's yard to left-side junction box Remove or abandon line cutting driveway width and yard. Waive $200 technician fee or provide $200 bill credit
Unresolved Referral Credit & Portal Issues — Escalation Request
I joined Telus in January 2026 and referred two customers shortly after. I was informed that the referral credits would be applied within 4–5 weeks. It has now been nearly six months, and I have yet to receive either credit. I have contacted customer service on multiple occasions and filed two support requests (IDs: 2492270 and 25145066). Each time, I have waited on hold for approximately one hour, only to be told the credit would appear in the next billing cycle. Despite these assurances, the tickets are marked as "Resolved" without the issue actually being addressed. After several billing cycles with no credit applied, I question whether this referral program is functioning as intended. Additionally, after receiving my most recent bill yesterday, I attempted to submit a business support request through the website, but the form has been non-functional for over two days — an unacceptable experience for any company's customer-facing portal. I am requesting that this matter be escalated to management or someone with the authority to: Resolve the outstanding referral credits immediately. Address the recurring disconnect between support ticket resolution status and actual issue resolution. Investigate and fix the business support request form outage — and clarify why a basic web form takes multiple days to restore. Review the quality of customer service being provided, particularly the pattern of false assurances and premature ticket closures. I appreciate your prompt attention to these matters.
