Forum Discussion
PureFibre 3 Gigabit Internet only provides 1.3 Gigabit speeds
I have had PureFibre 3 Gigabit Internet for some time and am not able to get more than 1.3 GB speed when connected directly to the fibre 10G port. Calling technical service I was told that this is th...
That's what I am finding too. I also have the PureFibre 3 Gigabit Internet plan, but even when connected directly to the 10G port with a capable network card, I get around 250 to 350 Mbps download and up to 1600 Mbps upload with the pings around 9ms. Telus is not delivering what I am paying for. When I contacted the install tech, he was helpful on configuring the modem (hub) but silent on why the service speed is at 10% of where it should be. I was expecting Telus would provide me a speed test after the install, but there was not reassuring speed test. I want to upgrade my network, but there is no point if I am only getting the same Gigabit service I had before.
Why is it always a struggle with Telus?
TELUS_SupportOfficial Support Team
Hi there, Thanks for sharing your experience — we hear your frustration and we’re sorry to hear that your PureFibre 3 Gigabit service isn’t performing as expected. Those speeds are definitely not what we aim to deliver.
There could be a few factors affecting performance, even when using the 10G port and a compatible network card. If the trouble shooting steps that Phoneguy5655 does not help, please send us a private message with your account details so we can escalate this to our technical support team.
The Tech refreshed the connections and then I was able to retest and it worked.
- TELUS_Support
Glad to hear that the issue is resolved VernD please feel free to mark your comment as a solution in the thread so if this happens to someone else they can get guidance on how to fix the issue
I am a retired telus fiber tech everyone knows me. 1st the rep needs to check for retrains and light levels. you should be getting 75 percent to 100 percent wired one device using cat 6. if not they can remotely reboot. if they can't fix there's a 2nd level which can check back end systems. before you call back unplug the black power cord to your modem for 1 minute if that doesn't work and you have a Ont then unplug the power to it for 1 minute. DO NOT UNPLUG THE FIBER UNLESS YOU ARE DOING A REMOTE SESSION WITH TECH SUPPORT. obviously when power is off then other services will be down
Thank you Phoneguy5655 for your prompt post and helpful info. The Telus installer declined to reply, but I tried the power off. It did not improve things, although Telus Support has offered to assist. So I trust that might lead to a successful conclusion.
