Forum Discussion
TELUS Home Internet (fibre) keeps dropping every few hours router or line problem?
The past one week, my TELUS fibre connection has been cutting off unexpectedly many times throughout the day. The modem/ router displays the light of internet fades away (takes upto 30-60 seconds) and then reappears. Smart home devices lose connection, rechargeable streaming buffers are no longer available, and telephone calls over the internet (VoIP) fail. Things I’ve tried so far:
Rebooted the Home Hub and my router.
Factory-reset the Home Hub and had reconfigured basic settings.
DESCHNICHT connected a laptop to the ONT (whenever possible) - same disconnects.
Safely powering up in hours of sleep Checked TELUS outage page (no widespread outage listed)
Replaced Ethernet cable and used another wall port.
I even went to Forum GetAssist to see whether anybody had the same kind of connectivity problem with the ISPs, and there were a few mentions of random drops, though no specific solution. WAN links drops were recorded repeatedly (there were no evident authentication failures). TELUS tech support created a ticket and reported that nothing was apparent on their side yet. Could this be a flaky ONT, line issue or a problem with the Home Hub firmware? Which diagnostic steps or tests would you recommend that the tech perform?
4 Replies
Thanks for sharing. I have the same issue and have gone through similar troubleshooting steps at home but nothing has worked.
My problem started in early October 2025, specifically after a Telus tech had pushed signal to my service to test aiming to see if my internet signal was strong enough during a discussion of upgrading my modem.
The tech said there seems to be no issue reported on Telus end. However after the signal test, the internet has been dropping real often, which is frustrating.
Would appreciate the advice from a Telus Support Team Member on this.
TELUS_SupportOfficial Support Team
Hi! Just following up, is this problem still occurring?
Thanks for sharing. I have the same issue and have gone through similar troubleshooting steps at home but nothing has worked.
My problem started in early October 2025, specifically after a Telus tech had pushed signal to my service to test aiming to see if my internet signal was strong enough during a discussion of upgrading my modem.
The tech said there seems to be no issue reported on Telus end. However after the signal test, the internet has been dropping real often, which is frustrating.
Help from Telus directly to resolve the issue would be appreciated.
- TELUS_Support
Hi there, thank you for sharing the details. We’re sorry to hear you’ve been experiencing connection drops after the signal test. To get this fixed, we recommend reaching out to our TELUS Technical Support team so they can run live diagnostics and review your equipment setup. You can contact them at support.telus.com/home-expert-sm
