Telus "technical support" 3 gig fibre

The first TELUS technician told me 3 Gbps likely couldn’t be installed at my home. He left my existing Alcatel ONT in the detached garage, installed the Network Access Hub (NAH) in the basement, and connected a Wi-Fi 7 router.

I kept asking whether TELUS could instead install a standalone XGS-PON ONT (such as a Nokia XS-250X-A or Adtran) in the garage and connect it by Ethernet to the NAH in the basement. The second technician said he’d never heard of that setup and insisted the XGS-PON had to be installed directly in the NAH. He removed the Alcatel ONT and moved the entire NAH into my garage.

The problem started when he tried connecting the basement router. He re-terminated both ends of the Ethernet cable and spent nearly 3 hours troubleshooting before concluding the cable between the garage and house must be damaged.

That made no sense because the exact same cable worked before he arrived. I even showed him a July 7 speed test of about 650 Mbps using the Alcatel ONT and basement NAH. He admitted he couldn’t explain why it no longer worked.

Unable to get Ethernet working, he switched the basement router to a MoCA/coax connection and told me I’d now need to buy a network switch because the NAH was in the garage.

After 3 hours on hold with TELUS, 3 hours with the technician, and even hiring an electrician (who gave different information again), I now have a less functional setup than before. My Ethernet run no longer works, my network now relies on coax, and the NAH has been relocated to the garage.

I’ve attached photos of the garage. This photo was taken before he added the coax converter, which was only installed because the technician couldn’t get the Ethernet working.