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 promise...
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.
