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Fiber X 5 capped at 3250 mbps
I signed up for the new Fiber X5 plan. My entire house and all devices are connected on 10Gbe connections.
However my DOWNLOAD speed is still capped at 3250 mbps, while my upload is at 5350 mbps.
All the benchmarks show around 3100mbps, all uploads show around 4700 Mbps.
I have the "Nokia XS-250X-A" currently, but both the NH20A and NH20T showed the same speeds.
When I log into My TELUS I see under “Plan Details”:
- PureFibre X 5 Gigabit Internet
- DOWNLOAD SPEED: Up to 3250 Mbps
- UPLOAD SPEED: Up to 5350 Mbps
Which is exactly what I see in my speed tests. I’ve had 3 technicians over in the last 10 days and they all seems to be clueless and leave without resolving the problem.
How can get the full 5350 download speeds enabled on my account?
Thanks to users like yourself, we were able to talk to the network team and identify/fix the issue. Thanks for posting!
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Message sent, thanks!
I am also seeing the same thing, on MyTelus it states a max of 3250 Mbps download / 5350 Mbps upload
I just updated from the 3000 mbps plan yesterday.
Looking for this to be fixed please!
TELUS_SupportOfficial Support Team
Hey Terrynaturally send us a private message please and we will help!
I just signed up for Fiber x 5G and I am capped at 3250 mbps download but i also get 5000+ upload please help... Looked at my included services and it says 3250/5000 even tho it says Pure Fibre x 5 Gigabit... please help!!!
sounds like a provisioning issue, did you upgrade from the 3GBit plan?
Yes, upgraded from the 3000/3000 plan. The last technician said he sees the full speeds enabled on my account (at his end), but "My Telus" and the speedtests say otherwise.
- TELUS_Support
This plan does allow multiple devices to run at high speeds simultaneously without experiencing any bandwidth issues. It's not about having a single device that can download 5 Gbps, and most devices aren't able to support that speed due to device limitations anyways. We could always look into the option of having someone from our Tech Support team reach out to you, but it appears as you've said you've already had technicians in person. As the plan details dictate, the download speed is up to 3250 Mbps. Let us know if you'd like us to get you in touch with our Tech Support team.Mod Edit: We made a mistake and thanks to you community members we were able to identify and fix the issue! Thank you!
Please send us a message if you are experiencing this issue as well so we can forward your account details to the proper team
I was told by the sales representative that it’s 5000 mbps down.
Why does this page advertise 5 Gbps download speeds, if it’s actually capped at 3 Gbps? That would be false advertising.- TELUS_Support
It does say 'up to 5 Gbps' in the terms and conditions at the bottom of the page, so it's not. If you'd like, we can always get you in touch with our Tech Support team.Mod Edit: We apologize for the unhelpful answer.
If you are experiencing this issue, please send us a private message so we can forward your details to our network team and resolve the issue faster
