Forum Discussion
Underserviced
I have been a long term Telus client. For the past year I have experienced ongoing issues with their fiber internet service. I am paying for my full contract, but am not receiving the service promised. I have chronic low bandwidth issues that pixilate my TV and squeeze my upload and download speeds. This is despite the service reaching our house is reportedly the full service. I have spent hours on the phone with their tech support. We have received replacement equipment (exactly the same inadequate router and other boxes). I have heard that the old internet routers that Telus continues to use are garbage. They will not send anyone to our house without charging us for that service. We have been clear that we will switch providers but there is no effort to correct the lack of service unless we cover the cost of service. Enough is enough. Goodbye Telus.
8 Replies
From your original post I thought that you said the Telus had sent out replacement devices for all of their equipment; and that you had replaced them with no change in the service. But the tech did the same and achieved success? As an assist for others did the tech identify the exact device that was failing and which model of the devices he used to fix it - presuming it was not the model that you had been sent to replace since that model did not fix the problem.
I don't have the new equipment models with me but can confirm that we have completely different models of modem and receivers now (previously we had been sent the same gear we already had). They refer to the system as Telus TV+. The modem is white and squat, the receivers are tiny and black. They also provided an extender. The tech explained that the old modems were "workhorses" but are not the best option today.
Hello Telus and the Neighbourhood. I am pleased to report that Telus finally sent a tech to our house and the tech replaced our equipment with the latest gear and our problem is now solved. We were not charged for this. It took at least 8 months of pleading and finally resorting to this forum to get action. We have been operating problem free since the installation a few days ago.
What is probably fair is that they sent out a technician that can troubleshoot the problem from their servers to your client (the place where you receive poor signal). And if the problem that they discover in your in your LAN or their WAN then each will bear the costs to repair/fix. Their technician might be cheaper than any you could hire and actually solve the problem for once and all. Bear in mind; based on your description and statistics that the problem has more probability being on your side (LAN) than theirs. Their equipment (router/modems/ONTS/fiber cable) while not the best that one could use is certainly better than the average available. Fiber as a technology is inherently more stable than coax, harder to mess up on installation (it works or is doesn't - there is not real in-between (pixelated screen signal) - so a small probability of failure. The higher probability is that the issue is in your LAN - but they can help you fix that; just work with them.
Hi zulu53, I appreciate your input. We have gone through several Telus remote guided LAN checks. We also know that other customers who are having the same issues have had no-cost site visits. Nonetheless, we're giving it one more kick at the can and will hop on another call with a remote tech this weekend. September is our contract end so we have a bit of time.
TELUS_SupportOfficial Support Team
Hey Underserviced - Look out for a PM so we can gather more account details!
Hi Telus Support. I received your PM but I believe it was a bot. Please only contact me if you are a human who can help me.
- TELUS_Support
Hello Underserviced, it was not a bot and we'll send you another message soon in order to help. Sorry for the confusion and thanks for reaching out to us here !
