Forum Discussion
connectivity issues
Our internet keeps dropping my laptop out. It is so disappointing. I moved to a brand new unit and Telus was installed and ready to use. So, I signed a contract, but the connection is not reliable and cuts out when I most need it!!!
Please send a technician to fix the problem.
Bijan
2 Replies
TELUS_SupportOfficial Support Team
In brand new builds there can often be channel congestion. Even if your fibre line is perfect, if 30 neighbours all have their routers on the same default Wi-Fi channel, you definitely may see drops. Here's a few things to try:
- Log in to your TELUS Connect app and try the 'Wi-Fi Optimization' tool. It'll force your router to scan for the cleanest frequency in your new building, which often solves connection drops.
- Check the panel where your equipment is...is it inside a metal cabinet of some sort (we've seen that in newer builds). Try leaving the door open for a few hours to see if the drops stop.
- Try rebooting your equipment by unplugging the power cord from the back of the router, waiting 30 seconds, and re-inserting it. After it reboots and your connection returns, test for a while to see if the drops stop.
Let us know if any of those work for you!
- Nighthawk
Community Power User
This is a public forum. You would need to contact Telus directly to request assistance. The problem may not be something a tech needs to go out for. There are troubleshooting steps they will have to do first. Is the laptop the only device losing connectivity? If yes, the issue is likely with the laptop. If it's not, start with the below.
If the problem is just with the wifi, start here: https://www.telus.com/en/support/article/understanding-and-optimizing-your-wifi
If the internet itself is completely dropping (ie red light on the box), start here: https://www.telus.com/en/support/article/no-internet-connection
