How can I submit a complaint about Telus service?

[news]

[wireless]

Hi - I really need to get a hold of someone at Telus in a management position because I am at the end of my rope. After months and months I finally got Fiber installed at my home but even though I asked for the Gigabit speed package, I was left at the Telus 75 speed (similar to copper). I called Telus to figure out how I can be moved to the fastest speed (me and my husband work from home and it is imperative to have high speed), they were having issues with our account. After spending 2 hours and 46 minutes on the phone, they told me they would have to open a ticket to get the issue resolved and that they would call me in 48 hours. They promised that it would happen. Well, it didn't. I called again and the new agent told me that a technician needed to come to our house to set it up. He told me I had an appointment set up (after 1 hour and 36 minutes on the phone). Well, today, I get a call from Telus telling me they are calling me back about my call from Saturday and when I explained that I already had an appointment, they say "no, you don't". So the guy did not set up the appointment! so now I'm on the phone with them again to see when I can have an appointment. This is beyond the pale. I have work, I have kids, I have other responsibilities and yet I have to spend upwards of 1 or 2 hours on the phone for mistakes they make! Someone in management needs to hear about this! I keep asking to be put in contact with a supervisor and I am re-routed and then it is just another agent.
If anyone knows how I can reach out somewhere, I'll appreciate the guidance. My last resort is to go on social media or even call the media because I am really at the end of my rope.
Thanks for any help you can provide.


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