Over a Month of 2–4% Packet Loss on TELUS PureFibre – remote work impossible

Since moving to our new home, we’ve had persistent 2–4% packet loss on TELUS PureFibre for over a month. My partner video edits remotely, and the lag makes his work impossible, threatening our livelihood.

Our evidence:

• MTR tests show 0% loss at our gateway, but 2–4% loss at external destinations (1.1.1.1 and 8.8.8.8).
• 12-hour PingPlotter data shows the same pattern.
• The issue occurs on multiple devices, Ethernet and Wi-Fi, with or without VPN.
• The same devices work normally on a mobile hotspot and a relative’s nearby TELUS fibre connection.

What TELUS has tried:

Two technician visits, fibre light-level tests, equipment replacement, a junction port swap, IP refreshes, backend provisioning changes, and Tier 3 escalation. Nothing has fixed it.

Even after we filed a CCTS complaint and shared our MTR data, TELUS still blames our devices. It claims 0% packet loss but hasn’t shared its test methods or results. We were also charged $200 for a technician visit.

We’re still in the CCTS 20-day response period, but remote work is impossible and we can’t wait any longer.  Has anyone resolved similar issues through upstream network investigation or rerouting? Any  advice would be appreciated.