Forum Discussion
Daily minimum 2 reboots of the router
We recently (2 months) moved from Shaw on the 3Gbp offer. We are experiencing lack of connectivity requiring daily reboots of the router (NH20A, firmware v1.18.02 build04, hwdr ver R01). We have a single booster (R03, software version 2.21.01 build03), with two hardwired PCs and a full set of mobile devices (Amazon TV sticks, mobile phones, etc).
The issue seems to be some kind of proxy or dns issue on the edge device itself as we are able to use icmp or direct IP connectivity. Only way to resolve it is to reboot the NH20A. I have tried calling and have had them hang up and not call back. It has been a very frustrating move back to Telus. Any suggestions? Anyone else having this issue?
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Last update on this as it has been fixed!! Three days and no more problems. It has been three months but the end is in sight. Five techs, hours and hours on-site, 3 painful months of daily reboots, new splice, new fibre termination, new spf, new NAH and new booster, I'm good! Thank you to the technicans (all five of you) that have come out, it definitely was a problem that required peeling back the layers, and each time a small iteration of improvement. That last tech (bless his heart) replaced all the gear and the sum of all those parts, I'm on my third full day of no reboots, disruptions or complaints from the family!!
TELUS_SupportOfficial Support Team
Glad to hear that your issues are resolved AMP9691!
Well figured I'd give an update. Still working working THOUGH the fibre signal issue has definitely been fixed. Currently sitting at -16.946(dBm) which is fantastic but still having to reboot the router about 50% less though I have had to reboot the booster more regularly and today the booster died after I rebooted it (power reset twice). So the saga continues.
Today is particularly bad, I have to restart it 3 times already and its not even lunch. Please confirm that a bucket truck has been scheduled as I believe only a technican is scheduled for an appointment tomorrow which is useless without a new fibre run. Please someone escalate this matter as sending technicans out is a colossal waste of time.
Had two technicians out this time, same result. Both said to get a new fibre run from post to house. There is nothing more that can be done inside the house.
- TELUS_Support
Did either of our technicians advise of next steps, or have you spoken with our team since?
- someone from support told me my tech from last week (Monty) was attempting to get a bucket truck scheduled but I have not heard anything.Adam
another reboot
get yourslf a new power cord from amazon and it will start working without reboots.
So how come if I click on your link I get access denied?
- TELUS_Support
We can send you a private message to discuss further, thanks.
Another reboot today
And again this afternoon.
If you're able to get this resolved I'd be very curious as to what the solution was, as I'm facing a similar issue myself. A factory reset temporarily fixed it, seemingly, but the problem comes back after a few weeks.
- They haven't even called back, three more times the router had to be restarted. Couldn't stream on any of my fire tv sticks
- TELUS_Support
We attempted two callbacks, on March 28 and March 30 but couldn't get a hold of you. Voicemails were left at the number provided. We've also replied to your private message just now, thanks.
- TELUS_Support
Based on your description, it sounds like there may be a DNS or routing issue with your NH20A. A few troubleshooting steps you could try:
- Change DNS settings: Try setting your devices to use a public DNS like Google or Cloudflare to see if that resolves the issue.
- Factory reset the router: If you haven’t already, performing a reset on the NH20A may help clear any persistent issues.
- Check for interference: If your booster is close to the router, it might be causing conflicts—try repositioning it.
DNS changes were made using Google DNS already, tried several options, all to no avail.I'll do a factory reset next. The booster was located right beside the router by the Telus tech. I can try moving it further but a couple of feet seems unlikely to address the issue but I'll try it.
- TELUS_Support
OK, if the issue persists, send us a private message and we can get someone to assist further.
You describe what you suspect as the cause of the issue but you provided no information about what the actual issue is. What are the symptoms?
site not found within browsers, discord, steam or direct (League of Legends, etc), regardless of wired or wireless, browser or app used.
