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