My name is Peter Dumlich, my phone number (when not out of service) is [protected]. On February 7, 2021 my and my neighbours phones again ceased to function. I reported the trouble the same day and a repair appointment for Friday, February 12, 2021 as well as a ticket # [protected] was created by your team member Ruena.
February 7, 2021 came and went away ... nobody showed up and all reported phones stayed dead. We all waited anxiously, because living in a remote area requires some dependable way to communicate.
On February 13, 2021 I again contacted Telus via the Chat option. This time I talked to Charish Ann and, believe it or not, found out that the ticket had been cancelled. When I conveyed my surprise about this unbelievable error, Charish Ann transferred me to Erica, a member of the Telus Technical Chat Support Team. Unfortunately Erica was not able to clarify the situation either. The only fact I found out that the ticket # [protected] was cancelled because it was part of "an outage" which affected 22 land lines. "There is no estimated fix time yet, but our team is already dispatched" end of quote.
On February 19, 2021, our phones still being out of service, I contacted Telus via Chat again and had the pleasure to chat with Mila. As mentioned before, Mila was surprisingly polite, knowledgeable but there was nothing she could do for me either. She confirmed that in this particular case Telus is dealing with an "outage", but:
(Quote) Since extend of damage is still unidentified, we are unable to provide you an estimated time of resolution yet. However, it usually takes 24-48 hours for our technician to fix issues like this but may extend depending on the severity of the problem." (End of quote)
I find it disturbing, that the cause of a multiple subscriber "outage" reported on February 7, 2021, is still unidentified on February 19, 2021
I would like to bring to your attention the following fact: We, the subscribers located in Lone Prairie face these "Outages" just about every year. The last time it happened we had to wait for over 6 weeks before our service was finally restored. I have learned from frustrated "insiders" that the root of our technical problems is a totally antiquated "line concentrator", old electronics for which spare circuit cards are not available anymore. According to our unofficial information, every time such an outage occurs Telus is searching province wide for old recovered spare cards.
Can you help us to solve this problem?
[protected] (presently out of service)