My horror story with Telus is from 2 - 3 years ago. At the time, my parents' place was with Telus on their copper Internet connection, but Telus was phasing out its copper Internet service, so we figured we'd switch to their fiber optic Internet.
The service availability check was done, and we were told our area was good to go with fiber Internet service. We booked an installation date for something in April/May, and a Telus staff (in a Telus van) showed up on the day of. But as he started working, he found out that our street actually hasn't been prepped for fiber optics connections, even though some sort of external Telus contractor had previously done some work to bury some sort of wire into the ground. But that was all they did, and the wire led to nothing, and was connected to nothing. The Telus install staff said he would file some paperwork to inform Telus of the situation.
I called Telus to tell them about the lack of fiber-ready service at our location. Over several phone calls, Telus has confirmed that they do not have fiber service available at my parents' place even though their system says they do. But they would send an external contractor to get the equipment installed in the ground. We were even given a date of when the (street) equipment would be installed, and that they might need access to my parents' home.
On the day of the (street) equipment installation, nobody came. We called Telus again. They said they'll look into it.
We called again to ask about the fiber service availability -- by now, we are probably in late June / early July? We told Telus we never saw anyone doing any sort of street level install near our place, and the agent said he will follow up with the (external) installer. We were later told that the installation wouldn't take place until August/Sept, and we booked for an in-home installation date in Sept, with the promise that the fiber service would be installed by them.
Come Sept -- nothing. It was like a week before our pre-booked in-home installation date, but we still never saw anyone installing street-level equipment being installed anywhere near my parents' place.
At the point, I said fxxk it and called Shaw up. They checked for service availability, and we were hooked up the following week.
I called Telus to cancel our fiber Internet install afterwards. I should have swore at Telus, but there was no point in doing so to a telephone rep.
In my books, I have totally written off Telus -- I am not going to give them any of my money if I can avoid it. But much to my dismay, my parents are planning to go back to Telus because they said the Shaw service was not reliable. They even had Telus pre-install the street-level stuff, and are ready to switch back to Telus once their Shaw contract runs out.
I almost wanted to
and wash my hands clean with any dealings of this. I know that if any technical issues come up, I'll be the first person they call since I am the technical IT guy in the family.
And they are going exactly against my recommendations, but somehow I am still the one that has to clean up the mess afterwards...
(Actually, that kind of sounds like how work is too...
)