Forum Discussion
Unable to connect to Telus.com
I am unable to load telus.com when connected to my home network on Telus Fibre. koodomobile.com and publicmobile.ca (other Telus companies) also don't work.
All 3 sites load fine if I connect my computer to my phone's hotspot.
All other websites work fine on the fibre connection. Seems to be some kind of routing issue?
Here is a traceroute over the hotspot (working):
Tracing route to telus.com [64:ff9b::ac42:62] over a maximum of 30 hops:
1 3 ms 4 ms 4 ms node-1w7jra1ggg0ckr91cp8127in7.ipv6.telus.net [2001:56a:dee1:e912::23]
2 70 ms 52 ms 63 ms node-1w7jr9n3696a75bs1mbpokni9.ipv6.telus.net [2001:568:ffff:6034::1]
3 79 ms 78 ms 91 ms node-1w7jr9n3696iqp5kay3671hxv.ipv6.telus.net [2001:568:ffff:6083::13]
4 21 ms 30 ms 71 ms node-1w7jr9n3696iqp5kay3671hya.ipv6.telus.net [2001:568:ffff:6083::22]
5 * * * Request timed out.
6 54 ms 120 ms 38 ms 64:ff9b::6471:9373
7 * * * Request timed out.
8 * * * Request timed out.
9 29 ms 30 ms 43 ms 64:ff9b::9a0b:6c6
10 42 ms 38 ms 35 ms 64:ff9b::ac45:9c04
11 46 ms 43 ms 33 ms 64:ff9b::ac42:62
Trace complete.
And here is one from the fibre connection (not working):
Tracing route to telus.com [162.159.140.100] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms unifi.localdomain [10.10.10.1]
2 3 ms 3 ms 3 ms mx2.maplenetworks.ca [137.186.126.1]
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 9 ms 10 ms 9 ms otwaonpldr02.bb.telus.com [154.11.6.196]
9 9 ms 7 ms 8 ms 172.69.156.4
10 9 ms 8 ms 8 ms 162.159.140.100
Trace complete.
3 Replies
Hi,
I tried changing the DNS on my UniFi router as well as my computer to 8.8.8.8 and 1.1.1.1, it had no effect.
I know the issue is not caused by any rules or routes on the router, as I had the same problem with my old router (I just installed the UniFi last week).
The issue has been happening for at least a year, I think it started when my connection was moved to CGNAT.
I work from home and am on the computer all day, and I've never encountered another site that won't load other than these Telus-owned sites, so it seems like an internal routing issue on the Telus end.
TELUS_SupportOfficial Support Team
Gotcha. We'll send you a private message to discuss further, check your Inbox.
- TELUS_Support
Our sites heavily utilize Cloudflare for security and edge caching. Your hotspot traceroute successfully uses IPv6 while your fibre connection is routing via IPv4. Sometimes, local gateways or third party DNS servers cache stale routing tables to Cloudflare edge nodes. Try this:
On your UniFi controller, try temporarily switching your WAN DNS servers to a public standard like Cloudflare's 1.1.1.1 or Google's 8.8.8.8 and then flush your computer's DNS cache ( ipconfig /flushdns ) and see if the path straightens out for you. You can also inspect the maplenetworks.ca hop by ensuring there are no active static routes, custom VLAN rules, or VPN split-tunneling policies on your UniFi controller that are capturing traffice destined for 162.159.140.100 or the 154.11.x.x blocks.
