Forum Discussion
Internet outage (but only at my address)
My internet and OptikTV went out Aug 13th. I've called several times and was told it was a network outage. When I said the neighbours on both sides of me had Telus fibre too they said they must be on a different node and that I was on node 4.
After a couple of days I inquired why I couldn't be put on a different node and was told that would require someone to come out an switch some wires around. Each time I call I'm told someone is working on the problem but when I ask when it will be fixed they can't give me a date or time.
It will be a week tomorrow and I'm struggling to understand why it's taking so long to resolve. We live in a new neighbourhood so all the installs were done in the last 6-7 years. What caused the outage and why only my node?
3 Replies
Responded to private message today.
TELUS_SupportOfficial Support Team
Sounds good, we'll check it out now.
- TELUS_Support
While TELUS PureFibre delivers dedicated fiber-optic lines directly to your home, those lines do group together at a local neighbourhood splitter box (a fiber node/FDH cabinet). If a single port fails, only those assigned to that specific node would lose service. Switching to a different node however isn't a setting our team can toggle remotely. A tech must physically travel to the cabinet, identify an unassigned optical port, re-patch your specific strand to it, and then reprovision your ONT to the new port.
What we can do is look into getting this escalated for you to get this process rolling. We'll send you a private message to discuss further, check your Inbox.
