Forum Discussion

Vincent86's avatar
Vincent86
Helpful Neighbour
2 years ago
Solved

Fiber X 5 capped at 3250 mbps

I signed up for the new Fiber X5 plan. My entire house and all devices are connected on 10Gbe connections. However my DOWNLOAD speed is still capped at 3250 mbps, while my upload is at 5350 mbps...
  • TELUS_Support's avatar
    TELUS_Support
    2 years ago

    Thanks to users like yourself, we were able to talk to the network team and identify/fix the issue. Thanks for posting!

TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
2 years ago

This plan does allow multiple devices to run at high speeds simultaneously without experiencing any bandwidth issues. It's not about having a single device that can download 5 Gbps, and most devices aren't able to support that speed due to device limitations anyways. We could always look into the option of having someone from our Tech Support team reach out to you, but it appears as you've said you've already had technicians in person. As the plan details dictate, the download speed is up to 3250 Mbps. Let us know if you'd like us to get you in touch with our Tech Support team.

 

Mod Edit: We made a mistake and thanks to you community members we were able to identify and fix the issue! Thank you!

 

Please send us a message if you are experiencing this issue as well so we can forward your account details to the proper team

  • Vincent86's avatar
    Vincent86
    Helpful Neighbour
    2 years ago

    I was told by the sales representative that it’s 5000 mbps down.


    Why does this page advertise 5 Gbps download speeds, if it’s actually capped at 3 Gbps? That would be false advertising. 

    • TELUS_Support's avatar
      TELUS_Support
      Icon for Official Support Team rankOfficial Support Team
      2 years ago

      It does say 'up to 5 Gbps' in the terms and conditions at the bottom of the page, so it's not. If you'd like, we can always get you in touch with our Tech Support team.

       

      Mod Edit: We apologize for the unhelpful answer.

       

      If you are experiencing this issue, please send us a private message so we can forward your details to our network team and resolve the issue faster

      • Vincent86's avatar
        Vincent86
        Helpful Neighbour
        2 years ago

        Your answers are vague and not helpful.

         

        Up to 5 Gbps of what? Under what conditions? How do I reach this?

         

        My plan is clearly capped at 3250 mbps, as my account states. How do I get the full 5 Gbps unlocked?

         

        I also don't see an "up to" or asterisks, the plan page says 5 Gigabit download speed, does it not?

         

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