Forum Discussion
Wi-Fi 6 Upgrade Inquiry
I've been trying to help my 64 year old dad upgrade the modem in our house as the internet connectivity and speed has significantly slowed down. We successfully got some sent in from the loyalty department, just to find out that they were the exact same models that we have.
After spending an hour waiting for our call, the representatives at the call center kept transferring us. I made it CLEAR that we wanted to upgrade our Wi-Fi modem and she said she would transfer us to the correct department. She also said she would include a note to give me authorization so that my dad would not have to be on the call and to avoid us from repeatedly being verified each time.
After a whole bunch of transfers and somehow ending up at the security department (we do not have any Telus security products btw), we're still at square one.
Does anyone have any tips for trying to obtain a Wi-Fi 6 modem without going through HOURS of their call center?
I CANNOT imagine how difficult it is for others trying to request for services and waste so much time to be transferred to the wrong department. Definitely a headache of a process.
3 Replies
TELUS_SupportOfficial Support Team
Upgrading to a Wi-Fi 6 modem may not necessarily resolve the connectivity and speed issues if there is an underlying problem with your internet connection, the router itself, connecting devices or some other factors. They would replace the same model modem if it was determined that the modem itself was the issue. Did you have a chance to test out the replacement modem since receiving it?
Hi there, we've already completed a replacement test with the modem and the same issues are still happening. We've had the same modem for quite some time now and I figured the problem is not a defective unit but just limitations with the T3200M model.
At the end of the day, we are still left with two of the same models when we specifically requested the Wi-Fi 6 modem. We are already on purefibre and our contract is ending shortly so we wanted to give it a try before renewing or switching elsewhere.
- TELUS_Support
The reason you got the same model is likely because the system saw your current plan speed and it triggered a 'like-for-like' replacement. To get Wi-Fi 6 you'd need to move to our Network Access Hub (NAH) system. While you could look in to upgrading a plan to also get an NAH, as of today our Wi-Fi 6 service is unfortunately not yet available to existing customers. Our team is working on making it available to existing customers, and we'll definitely let all eligible customers know when that time comes.
There is also an option of upgrading to our Wi-Fi Plus plan at https://www.telus.com/en/internet/home-internet-add-wifi-plus as well!
