Forum Discussion

CodeBison's avatar
CodeBison
Organizer
5 months ago

Different plans showing in Telus Connect vs My Telus site

I signed up for 5Gb Internet, and that's what's showing on the My Telus site, but Telus Connect shows the plan as 3G, and none of my speed tests show anything above 3Gb/s.  My switches/cables/NICs ar...
TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
5 months ago

There are a few potential reasons for this discrepancy, including backend provisioning, local network configuration, or hardware limitations from the modem or ONT. We’d like to take a closer look at your account and service setup to ensure everything is properly configured. Please send us a private message with your account details.

  • CodeBison's avatar
    CodeBison
    Organizer
    5 months ago

    I can't find the option to send a private message.  There's no Compose button when going to my inbox, and no send message option when selecting your account.

    • TELUS_Support's avatar
      TELUS_Support
      Icon for Official Support Team rankOfficial Support Team
      5 months ago

      Hey! No worries we'll send a PM your way to help you out. Keep an eye on your notifications!

      • CodeBison's avatar
        CodeBison
        Organizer
        5 months ago

        Thanks for the PM!
        I don't have any option to reply when I view the PM, unfortunately.

        I followed the link you sent me and got this message (I suspect there's something wrong with my account):

        Account Verification Error

        We weren't able to verify your account but you're still in line for a response.

        Please return to the social channel and wait for a Representative to respond.

        In case it's relevant, I chose the "Login with My Telus" option when creating my forum account.
        I've also tried the link in both Edge and Firefox, in case it was a browser-specific issue - no change.

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