11-17-2013 02:00 AM - edited 11-17-2013 07:42 AM
So. You can clearly tell from the headline and username I am extremely unhappy right now. Today is the day I've had enough of paying $40 p/m (billed every three months / 'pro rated') in exchange for a very very sub par service brought to you by (basically) the ONLY company that delivers internet ..Telus, and finally decided to register in this forum to speak my mind. This is bordering on criminal activity and I'm not going to stand for it any longer. Ha, yeah.. like I have a choice.
You call me at home like telemarketers do, at the worst possible time, as if its OK to call at inconvient times just because it's telus to promote the new top of the line high speed home internet upgrade. Wow! Sounds awesome. Tell me more telus rep while I'm eating dinner with my family. Yes loyal telus customer - the fastest service EVER, for only $40 p/m. Sure telus! I'll pay the extra upgrade fee for more blazing fast net speed. No brainer! I beg you, please sign me up miss polite telus sales rep. I also wish to assist in filling your daily quota because I need more internets! ..and I'm a nice guy. You go right ahead and charge my credit card and let's get this high speed internet upgrade offer party started! Great! All done. Thank you for being a loyal telus customer! No..thank you telus for calling me with this unbeatable offer.
Days, weeks, months, years later.. Still the same crappy up/down speed. I won't publish stats I've accumulated several times of day to back my post up. I'm not here to smear. I'm simply here to find some real answers. No changes to my computers, or other essential hardware. Two new modems! Brand new cabling directly from the pole outside my house to my house. Brand new service box that sits outside my house. Brand new enclosure as well.
I swear if someone here tries to deduce my problem to hardware on my end I am going flip a lid. If you even think about trying to walk me through on how to reboot a modem, unplug a power cord for 10 seconds, turn a power button on, jiggle cables on my computer, check for signs of pets chewing on wires, adjust network settings please STOP reading this and find another rep that can actually see past this rant and provide a seriously good answer. Do not treat me like a fool. We are paying you for the service. We are the customers. Getting blurred out of existence in a sea of account numbers is just wrong. The problem is not on my end. Period! For the 1000th time. But thanks for asking Samir from India, or Taiwan, or wherever you're outsourced from. (outsourcing..tsk tsk)
Every single day Telus internet north island cuts out, slows to crawl, or just plain stops at the worst possible times. Every single day for months, years, same time 7-10,11 pm internet slows so bad I can't even load Google.ca. Let alone the telus support forum registration page. My highspeed should be able to handle one netflix movie, or even two at peak, and with the latest greatest offer I purchased I should be able to stream 5 netflix movies (yes abit much, i'm making a point here), and play an online game with my device, and more for $40 p/m. You'd think anyways... Nope. Time with the family is usually between the hours of 7-10pm, and we can't do anything online. Explain that to two daughters all caught up in social media, etc.
It boils down to this. Telus, a multi billion dollar company can't pipe internet to north island. What a freaking joke.
You should create a new payment plan for those you abuse with your misleading service. It goes something like this.
Dear Customer. It's that time of month to pay your internet bill! How did we do this month? Please chose the amount you would like to pay Telus in exchange for the level of service we provided you over the past 30 days. Here are your 'detailed' hour by hour, day by day statistics for this month. Please select the $40 (pro-rated) payment link (which totals well over $140+) if we reached our service goal. If we did not provide a service that we promised in our advertisements please select the $5 - $10 - $15 - $20 link (min $5 payment required) ..or pay nothing! eheh. Just kidding Telus! >.<
Get my point?
For the service Telus has provided over the past three years, every single month I would honestly choose the $15 option because that is exactly what I am getting in return. $15 worth of crappy internet. Yes, when the net is fast it's good. It's great! at 3am when everyone is sleeping. But it's not good enough, and it's no where even close to being a service that was sold to me by a telus telemarketer ..while I was eating dinner.
Open those pipes people! This is highway robbery as far as I'm concerned.
Port Hardy BC Canada Resident/ Loyal (by lack of options) Telus user/sheeple.
* the bird in my avatar is hanging upside down. i did not choose it. awkward...
Solved! Click here to see the solution.
11-17-2013 08:53 PM
I find something odd about your rant. Normally if you have a chronic issue and actually call in more than once, the support people usually will put you through to their solutions team (I think that's the name). They are usually trained better / more knowledgeable. If that fails they get their network guys on it.
Port Hardy being as small and remote as it is, may be why you are having issues. Based on your post, it sounds like the fiber to the town is congested during peak times. For them to run a new fiber / hardware to a remote town, I suspect it will cost millions. It's like with all the other remote communities. The money they get from the subscriber base (assuming the entire town is signed up) would take decades to pay for the upgrades. That's why the larger towns/cities get the big upgrades first.
11-18-2013 10:18 PM
Hey there Nighthawk!
Thanks for the odd reply I expected nothing less. Why do I accuse your response of being odd? Let's go over this again. I've already stated that telus is prodviding a sub par service in a remote town, even more so at peak. Port Hardy. Why is it peaking between 7-10pm DAILY? Maybe because the entire town ALREADY is subscribed to Telus, because we have no other option but to use Telus. Peak time means human beings all using the same service at the same time. Which means you're already making enough money to provide the service that you advertised (in its simplest terms). Then you sell me the upgrade speed package. Ha. Funny. Telus seems pretty confident they can pump the speed by just saying it apparently. Obviously someone is not telling the truth here, and it's not me. I also already posted that we have new cabling from the pole outside directly to the house. Do you think I am the one that climbed the pole and did the upgrades myself, or maybe Samir from over-seas. No. It was the telus 'network guys', or whatever you call them that did the upgrade. Yes Nighthawk... experienced Telus service technicians climbed the pole, upgraded the service box, gave me two new modems and did all that solve the problem? ..because this has become a major problem! Does it sound like after all those upgrades the problem was solved? Why am I here again?
Do I need to have a conversation with Telus CEO to get a real answer here?
The real question is. Why would you stick your salesteam on these remote towns and upsell your existing sub par service with a new faster service when the reality is you can't pump normal highspeed with 90% uptime as promised as it is? It's coming across to me like you run a very smooth operation at making money from selling upgrades, but you cannot deliver the product. It's so easy to sell but when it's time to deliver... well, I guess its the customers fault when they complain.
Nothing personal but.. next Telus rep please.
11-19-2013 12:13 AM
You assume I work for Telus. I don't. I just happen to be familiar with the industry and the technology.
11-19-2013 12:37 AM
Sorry for the confusion.
Apparently I'm not the only one with the problem. I don't feel so alone now.
11-19-2013 03:14 AM
There are always some people that aren't happy with any company for whatever reason. How they choose to get the company to fix the problem is what sets a few of the customers apart from the sheep.
Complaining about issues online does nothing to influence most companies to fix the problems. The people that make the decisions at the companies will never visit an online forum. Most of them are likely not fully aware of the scope of the problems in the first place.
If you want the problem fixed, you will need to actually get their attention. Large crowds from one town or area complaining publicly is a good place to start. Random people complaining from a list of towns will not be effective.
11-19-2013 02:43 PM - edited 11-19-2013 02:44 PM
Agreed! Our business community through their Chamber of Commerce, and the general citizenry through our Town Council are currently working with both Telus and the local cable supplier to increase bandwidth in our community. This benefits everyone, and more easily gets the ear of the right people.
11-27-2013 04:39 PM - edited 11-27-2013 04:44 PM
McNeil here. I am in total agreement with you on this and understand your frustration. I repair and build computers as a side line and have been receiving numerous calls from friends over the past few months regarding this issue. When my sons come home for holidays they complain how slow our service is here,,,this when the speeds are normal...the so called high speed for this area. Lately, however, it is truly pathetic. I will even go as far to say that dial-up on island internet was faster. There are no available ports for new customers and the waiting list is months long. I realize that they are now laying new cables up the island highway to improve service. Apparently Woss was their target by Christmas, unfortunately they haven't quite made it that far and have shut down now. In the interim I believe that they should be giving all internet customers on the north island a discount on their rates or at the very least a few months credit. Once the new lines are installed I look forward to increased speeds as well as the increase in rates. ;-)
Here is my speed test report from last night. Download 0,52 mb/s - Upload 0.50 mb/s ping 135ms
The time recorded is not PST it was around 8:00 pm
12-17-2013 06:14 AM
you not alone. I know a guy who has seen some stuff about telus (telus documents) on the north island. Aparently where on a microwave system up here as they don't have fiber optics up this far which is why they are doing the upgrades to north island. I've been on the phone numerous times with telus over it. between 4pm and 11pm the wrost time you get average speeds of less then 0.5mbit/s to even less then 0.1mbit/s when u pay for up to 3.5mbit/s even my moms connection of 15mbit/s suffers and she crawls too as well as her boyfriends business connection. Another thing he was told by a telus employee was that north island is known as service intruption zone for years now. they've maxed out the ports in port hardy where i am at and also don't have adaquate bandwidth to support all clients at the busiest time.
Most telus people will deny this simply because they don't know due to the fact the documents are for higher up.
Again the fiber optic line doesn't even reach port mcneill or sayward and from what i'm told it's microwave dished up here probably from campbell river much like the cable system here is done that way.
However when the new upgrades finish early-mid next year and the fiber optic line reachs to port mcneill it'll be way better.
hang in there man, it's coming. and I feel your pain. i'm a avid gamer and u need least 2mbit/s down and 1mbit/s up to not lag on First person shooter games.
Also port hardy city hall people are involved in this too i'm told.