Forum Discussion

igordik's avatar
igordik
Neighbour
9 months ago

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...
CGNAT
public IP
igordik's avatar
igordik
Neighbour
9 months ago

Quick update - I was finally able to get a public IP. I guess I got lucky—the last agent I spoke with was a former Cisco employee, so he knew what CGNAT is. According to him, regular agents do not have the knowledge or access to this system, so he had to speak with a network technician over another phone line and convince him to make the change.

The process on Telus’s side involves two steps:

  1. Removing CGNAT from the line

  2. "Cleaning" the carrier-assigned IP address (whatever that means)

After that, they remotely restarted my Nokia ONT, and I was able to release and renew the DHCP lease on my WAN.

I also asked him to leave detailed instructions on my profile in case this happens again, and he promised to do so.

After more than 2.5 hours on the phone (combined from multiple sessions), I’m a happy customer—waiting for another provider to become available in my area. 🙂

asdfasdfasdf's avatar
asdfasdfasdf
Friendly Neighbour
9 months ago

Hell yeah dude. Their support really seems like a lottery, unfortunately.

 

It makes sense that not all staff will be trained on everything. But at the very least I wish Telus ensured everyone can at least be able to figure out how to transfer you to someone who can. The first few people I spoke with were just like "Oh yeah we're not trained on this. Nobody is trained on this. I can't escalate this anywhere. I can only send you to our "loyalty" department." Even "loyalty" claimed they were sending me to talk to an expert, but the "expect" ended up as clueless as the rest. It's wild.

 

The guy who fixed this on my account, Ayush, also left notes for other support duders to look up. I'm not sure how it will help other customers with the same issue, but if I end up on NAT again maybe it'll help me speed run Telus's support hellscape. I should asked him for his personal phone number to post here to save time for everyone else who runs into this problem!

 

igordik wrote:

After more than 2.5 hours on the phone (combined from multiple sessions), I’m a happy customer—waiting for another provider to become available in my area. 🙂

🤡

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