Forum Discussion
Intermittent connection
I've been experiencing intermittent connection issues for several months now. Basically, I can't use the internet because every few minutes the connection drops for a few minutes and this happens con...
Despite multiple calls to the helpline, where local tests are conducted and the router and modem are restarted, the problem remains unresolved. Each time, the helpline fails to address the root cause of the issue, which I believe is related to IPv4 routing.
As someone who works from home, this problem severely impacts my productivity. I often have to switch to mobile internet to continue working, which is neither convenient nor sustainable. After running a tracert, I observed that the connection gets lost after hitting a Telus server, yet this information seems to be overlooked by your support team.
Furthermore, I was promised a callback within half an hour, but I have not received any follow-up communication. To add to my frustration, one technician suggested that I pay more for a "better" router, attributing the issue to interference from local microwaves and appliances, despite my clarification that I am connected via Ethernet.
I am extremely dissatisfied with the lack of resolution and the inadequate customer service provided. I urge you to address this issue promptly and provide a permanent solution.
I am experiencing the exact same issue. I have narrowed it down to a Telus CGNAT router somewhere in their infrastructure that is likely exhausting it's available pool of port/ip pairs during times of heavy load and then denying new TCP connections. I have been unable to find anyone at Telus who is capable of understanding this problem.
Did you end up with a solution aside from switching to a better ISP?
Here is my post and packet captures showing the denied connections.
TELUS_SupportOfficial Support Team
Hey lazyRunner - we certainly want to help and we want you to have a reliable connection that you can work with. Please send us a message and we will use some resources to get you some help as fast as possible
