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Cable Cut, No Timeline or Direct Contact Provided – Long-Time Customer Frustrated
I've been a loyal TELUS customer for a while and have generally had good service, but I'm really disappointed with the recent handling of my internet setup and ongoing outage. I recently moved to a new address and requested service transfer/setup. It took 4-5 days for the internet to be activated after moving in, leaving my household completely without internet during that time. This was already inconvenient, but we managed. Now, just one month later, my PureFibre connection has gone down because (according to the agent I spoke with) the fiber cable got cut. I've been without service again, and when I contacted support, the customer agent couldn't provide any estimated repair timeline or even a rough timeframe (e.g., days, weeks?). They said it's now in the hands of a different team (likely field repairs or network ops), but couldn't give me a direct contact number to follow up with that team, or any way to get updates beyond calling back into general support. No proactive communication or compensation offered so far for the repeated downtime. This is the second major disruption in a short period, and the lack of transparency or a clear escalation path is making it hard to plan or trust the service. As someone relying on reliable internet for work/home, this is unacceptable.
Access APPLE TV with Optik TV account
Hello A few days ago I signed up for a new plan including Apple TV as a streaming service on Optik TV. How do I activate and use this service? They sent me an activation link by email that goes straight to MyTelus page. Unable to click AppleTV under list of services and despite the FAQ saying I can activate through >services>subscriptions I cant because this tab or section does not exist. All the FAQ and guides on Telus website are outdated or simply does not apply to their current UI/website. I tried on phone browser,phone app, and PC browser incognito. all the same. FB Telus message system told me generic clear my browser or log into AppleTV with my associated account(how would that work if my Apple tv account isn't even linked or cant be linked to telus?). Gave me absolute generic response as if they have never even looked at it and just pulled something out as a reply. of course the 1-888 support number is automated and confused thinking im trying to activate a telus service/hardware and finally redirects me to their closed office to call tomorrow(its 0900 in AB?). I just spent last hour on phone with Tech Support > Customer Solutions > back to Tech Support who then put me on hold and hung up. They tried to call back but sent VM because as I've know through the years they can't seem to get understand or figure out Call Control(A service that Telus happily provides) so it's safe to say he won't get in touch with me because I'll have to call Telus to disable call control within 2 minutes just so he can connect to me instead of him pressing the proper digit asked for Call Control. How do I use my Apple TV?
Lagging channel changing +... on Optik TV
Anyone else experiencing a 7+ second lag when changing channels, switching between apps and other such functions. It's also accompanied by a blank screen with a green rotating circle in the bottom right corner. Appears to have started and become a regular pain over last few weeks.
Upgrading to PureFibre X Internet 3G
I currently have PureFibre Internet Gigabit and my contract is coming up for renewal. I've received an offer to upgrade to PureFibre X Internet 3G for $120/month on a 2-year term and I'm seriously considering it, but I have a few technical questions before committing. I have a Nokia ONT installed in my home, which connects directly to my Unifi Cloud Gateway Ultra. My main concern is whether upgrading to the 3G plan would require a technician visit to replace any equipment — ideally I'd like this to be a seamless, remote upgrade. Specifically: is the Nokia ONT capable of supporting a 3 Gbps connection, or would it need to be swapped out for a newer unit to handle the higher speeds? Thanks in advance!
Using your own router instead of Telus box
Hi! We’ve been getting the run around from Telus customer service as we move homes and just wondering if anyone has first hand knowledge of this. We are currently in a building that has fibre and have to return that equipment. Telus tells us our new place only has wireless home internet, no copper or fibre. (I don’t really understand how that is possible in the middle of one of Canada’s biggest urban centres, but they have confirmed this...) My question is, they sent us two boxes. One is the modem that takes the SIM card, receives the internet from outside, and then outputs a Ethernet connection to the house. The other box seems to just be a wifi router. I’ve always just denied the router with our previous providers and it was clear you could use your own router with their modem. Telus customer service refuses to confirm this is possible and gives us all these vague reasons. Are they just being shady to get their $20 a month rental or does the “wireless home 5G” setup really require you to use both their pieces of hardware? We have internet only, no TV. So it seems like using our own router is possible? Any experience with this? Quite frustrating considering this was never an issue with anyone other provider I've had for the last 20+ years.
Disney Activation with Stream Plus - Still unfixed
Hey everyone, 2 weeks ago our Disney stopped working as part of Stream+, called support, reset, etc etc no change, told 2 days, 2 weeks later still no change and no one at Telus can give me an answer other than a department with no phone, no email, no contact will fix it in 2 days. Problem we have is in Telus App and Telus website under manage subscription it says to Activate Disney+ but when you click Activate, a green button it doesn’t do anything. We had it fine for 2 months no issues just stopped randomly and can’t reactivate. Any community help is appreciated as Telus have been no help other then billing me full price for half working service.Telus copper wire 50Mbps
Well I am back again. This time the issue is the lack of speed on my WIFI Now I understand I am not going to get 50 Mbps via copper wire but one would think I would at least get 25Mbps Something I notice now is it takes longer for the TV to go live when I turn it on & when I change channels. There is probably no sense in calling Telus since the call centre is in the Philippines
Sharing the internet/signal cables
In the inspection chamber located in front of our property, there is only one cable, clearly marked with our house number, and our telecommunications services are provided by Telus. Can Rogers lawfully split or utilize our cable to provide service to the adjacent property? Furthermore, given that the manhole is situated within the boundaries of our private property, is Rogers permitted to access it without our consent?
