Forum Discussion
PureFiber support factory reset modem and now upload and download never goes above 800mps
I spent 2 hours on the phone with tech support who clearly didn't know anything other than the script. I have not had 1.5gpb upload since my install earlier in the week nor was bridge mode working.
He had me factory reset the modem and then after 45 mins, had needed to have second level support assist just to get it back online. Upload speeds still capped at 800gps and now my download speeds are capping around 800gpbs. It was at 1.5gb before the reset. All he did was make it worse and never fixed the bridge mode. Basicly he gave up after 2 hours on the phone (sounding like he hated being there the entire time) and hung up because "the office was closing".
The installation tech was also afwul because he said we couldn't even use bridge mode and only tested that the wifi was working but never confirmed the speeds...
I am running off the 10GB port on my NAH.
3 Replies
TELUS_SupportOfficial Support Team
Hi CoreyC, check out our helpful Birdgemode guide at https://forum.telus.com/kb/home/how-to-enable-bridge-mode-on-telus-gateway-for-custom-router-setup/173449 and a potentially helpful thread on it along with speeds at https://forum.telus.com/discussions/my_home_services_and_devices/hi-all-how-to-do-bridge-mode-/171538
Hello
That didn't really help because the documents were not for the NAH I am using but the steps were listed were already done and nothing.More importantly, the speeds are still not even close to 1.5gbs. Upload are now not even going over 200mps.
I just spent another 1hour and 45mins with tech support who just had me do the same things the first tech did except waste a lot of time working on the wifi boost which I told her several time I wasn't even using.
I know have a technition coming to the house but it's going to be over a week before they arrive.Telus tech support is embarrassingly bad at technical help and considering the service has not worked fully since it was installed, I am not seeing reason to stay with it.
- TELUS_Support
We can definitely look into escalating this for you. We'll send you a private message to gather your info.
