Forum Discussion
I have been moved to CGNAT
Since late February, my router, which is connected to a Nokia ONT, has been assigned the IP address 100.84.xx.xx. This makes me believe that I have been moved to CGNAT (Carrier-Grade NAT). As a resul...
I'm having the same issue since yesterday. I spent 130 minutes on the phone with Telus support, I spoke with three folks from "loyalty" who shuffled me between three different tech support representatives. Nobody knew understood IP addressing or knew what CGNAT or DHCP was so it was impossible to explain the issue and how to resolve it. They kept telling me; they weren't trained on this, there was no information about it in their knowledge-base, nobody in their department can help me, and there is no person or department to escalate it to. It's wild to me that nobody in Telus's support staff know what NAT is.
What worked best was explaining that if I have a server, like a website or I'm hosting a video game to play with friends, they cannot connect to me because I don't have a public IP address for them to connect to that routes to my router.
They still weren't able to help me. But after spending an hour trying to explain NAT to three different support representatives, I found the above to be the most succinct "prompt" that convey the issue I was having.
I'm also on the 250 Fibre plan in BC. And I'm using the funny Nokia media converter thingy that it sounds like OP is using. I've had this equipment for like seven years and this is the first time Telus has put me on CGNAT.
I expected some resistance from them about how a public IP isn't guaranteed as part of the plan. I expected I'd just explain to them that the only reason I'm with Telus is because of Fiber and, if I'm behind NAT, all the benefits are lost so I'd have no reason to use Telus. It's incredibly straightforward. I had no idea that after being on the phone for more than two hours across six agents I wouldn't speak with a single human being who understood the issue or could do anything about it.
My guess is that none of the agents at Telus have the capacity to solve this. None of their residential support or sales can do anything.
It might be that their business services are set up differently and a business plan is the only way to avoid getting put under CGNAT with Telus. But my call was dropped while being transferred to someone from the business services. And when you first call in, they have an automated system that will SMS you a link to support.telus.com and then ask if you if you got the SMS, and if you read the SMS, and then if you clicked the link. Finally, if you are uncooperative enough it might transfer you to a department that isn't the one you're trying to reach. It's so frustrating.
I finally got through to business support, I explained my situation and she wanted to send me back to residential support. I explained to her I did not want to be transferred -- that I'm inquiring about business services because I have a problem with residential internet that might be solved by switching to a business plan and I needed to speak with someone from their business services to confirm that one way or the other. After hearing this, she abruptly transferred me to residential support.
