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List of complaints deleted again... with others commenting as well. Wow telus....
Alright, let’s start from the top. This service feels like an absolute scam. People have been complaining about the same issues for years, and every time Telus (Kate included) insists a fix is “in progress.” Yet here we are, years later, dealing with the exact same problems. There’s even a post from three years ago describing the identical issue: “Optik PVR Unable to Series Record Properly TELUS Neighbourhood.” Kate replied back then saying it was being worked on. Nothing has changed. The PVR’s behaviour is genuinely awful for sports fans. It automatically adds time if a game goes into overtime—whether you want it to or not. That completely ruins the experience because the recording length spoils the outcome. I knew the LA/Bears game was going to overtime the moment I saw the recording was 45 minutes longer than a normal NFL broadcast. There’s no way to turn this off, and no way to manually add time yourself. I cannot emphasize enough how terrible this is for anyone who watches live sports. You also can’t manually extend a recording when setting it. Series recording refuses to capture the same program more than once in a day. It didn’t even record the second playoff game. Thankfully, I already know how unreliable this system is, so I recorded it on another channel as a backup. On top of that, the picture quality constantly drops—even when the box is only a few meters from the Wi‑Fi hub. And to make matters worse, Telus keeps deleting posts about these issues. People deserve to know what’s going on instead of having their complaints buried.
How to use bridge mode on Telus NH20A modem
I switched to Telus a week ago and tonight I attempted for a couple hours to set up my own gateway/router using the Telus modem in bridge mode. Is there an official guide on how to set up bridge mode on the Telus NH20A? I just want to have access to my full 1.5 Gbps bandwidth on my 2.5GBe network, but the regular LAN ports on the NH20A are all gigabit. I attempted to follow the insturctions that user Serpentor and supermario left in the discussion thread Telus Pure Fibre in Ontario - PPPoE | TELUS Neighbourhood. I have a Unifi Cloud Gateway Max and followed these steps in an attempt to get a WAN connection directly using the 10G port. On my Gateway / Router I set the WAN port settings to the following. Connection type set to PPPoE VLAN set to 40, and then tried VLAN value of 35. Used PPPoE credentials that I found in modem with user name ending in @on.telus.com and 6 letter password (I used the "inspect" feature in my browser to reveal the password). Set MTU to 1452 (and tried at default / 1492 beforehand). I was not successful in getting an internet connection via the bridge mode with any of these settings. If anyone could share their experience or suggestions I would love to hear it! 🙏🏻 It would be very helpful if Telus would publish detailed instructions on how to set up bridge mode with this modem to ensure that anyone who wants to use their own router, mesh network, gateway, etc. has all the information at their fingertips without having to waste technical support's help on the phone.
remotes with boxes?
Can someone with Telus confirm what an agent told me that Telus only provides one remote per TV service and that is supposed to be used for the PVR as well as any wireless box? I pay a monthly rental fee for each of the 3 boxes (one PVR and 2 wireless), waived for 2 years as part of my service agreement. I only got one remote for all 3 boxes - I called to ask for additional remotes and the agent said I need to pay 30 for each of the others. It seems crazy that Telus wouldn't provide remotes for their boxes but the agent was quite insistent that this was the way it was in India and would be the same all over the world. He refused to check further on it.
Telus Pure Fibre in Ontario - PPPoE
This isn't really a question, it's just FYI for Ontario (and, I assume, Quebec) customers that have Telus Pure Fibre, delivered on Bell's fibre. In Ontario, Telus has to use PPPoE. Make sure you get the username & password from the tech or call tech support. Settings are accessed from Network > WAN, then clicking the Edit button. Username is in the format of [email protected] MTU should be set to 1492. No service name is required. On my modem, I had to enable 802.1q (VLANs) and set the VLAN ID to 40, and the Priority Bit to 0. You can also check the boxes for the modem to remember these settings even after a factory reset... something the Telus tech apparently did not do. If you're going to try to get the router to work in bridge mode so you can use your own firewall/router/APs, you will need this information. Good luck!Problem with the terms & conditions on the My Telus app
I use the My Telus app for 2-factor authentication on my Telus.com account. After an update the app is prompting me to accept the terms and conditions, and I have a question about clause 28 Indemnification. It says that I'm on the hook for Telus' expenses if anyone makes a claim against Telus around using the service. That's it. It's not limited to my own behaviour on the app, it just says any claim. Am I reading that right?Seeking help with Email
2 days ago my email refused to connect and download emails. I have a telus.net account which suddenly refused to connect to my mail app. It has worked fine forever. I can access my webmail but would like to continue to use my mail app. I have spent the last 2 days talking with 3 different telus representatives (at the basic level) who have asked me the same questions over and over, telling me go to google chrome and use webmail! Having me remove my account and re-add, multiple times to no avail. Finally I thought I was getting somewhere by having my call escalated to customer care. This person promised a call back later by an email technical team member. I was optimistic but they didn't call back at all. No message nothing. Last week I called Telus for help with a telus Optik box set-up that wouldn't pair. They booked a call back with a date and time but no-one ever called. This is the kind of service received considering the amount of money charged for home, internet and mobility services???? I have spoken with Apple who spent several hours actually helping me but failed to correct the issue and referred me back to Telus. Back and forth, back and forth........ Right now I am on hold with a 'Loyalty Rep' but not holding out any hope that anyone will care enough to help. Any suggestions??? I am so frustrated and in tears..No WiFi Password Change Option on Connect
When I log into Telus Connect, I do not see the edit pencil to change my WiFi password. I hear that there is another way but I cannot find the admin password on my NAH equipment. I do have the admin password on my Boost Wi-Fi 7, but I'm not sure I can use that. It's been 5 days since I had the equipment installed so I was told that the edit would be possible on Telus Connect.
Cannot Access Home Services account
For some reason neither the MyTelus App, MyTelus online nor Telus Connect will allow me to see my home internet account. It will only show me my mobility account. It suggests linking my two accounts, but when I try to link them it says they're already linked. This has been the situation for about 6 months.
Telus TV+ App on Apple TV - UX
Reposting this a year later, still having the same UX issue on my Apple TV 4k gen3 with the telus streaming app. I recall someone saying it was fixed, perhaps it was in a build but since has been removed? Here's what I'm having a problem with: In "Guide" my time hops around (left and rigth) when scrolling down. For example... I open "Guide", I want to scroll down to see what's on at 4pm, in about 3-4 rows, I'm already at 8am now. I think these blocks should not cause me to jump backwards and forwards. It's a frustrating experience and I so badly wish it could just work the way it should work. I only want to know what I can tune into or watch at 4pm without gettingClosed Captions on Digital TV Box
I have multiple times opened settings, turned on closed captions, opened display settings and set caption preferences the way I would like: small font, 25% opacity on background. The example shown in settings would be perfect, IF the settings were applied when returning to live TV. Default of large font, white font on opaque black background interferes with decent program viewing. How to get the captions settings as set to apply to live TV? Is this a feature still under development? If so when will this be rolled out? I consider this a high priority for my TV viewing.