I ordered Fibre Internet 3G + Wi-Fi with 5 static IP addresses. The order confirmation said I have to be onsite for the install. No problem. It also said I would need a router. No other information was provided.
I called Telus tech support, was transferred to Customer Service, and spoke to a woman who told me she also provides internet support. After almost an hour speaking with her, all I got was this link:
https://www.telus.com/en/support/interstitial/internet-equipment-self-install-guide
She said she thought I would be getting the Network Access Hub.
I asked if I could speak to someone with more technical experience. She said there was no one. Could I speak with her manager? No!
I tried to explain that if necessary components were not available, the installation would not be successful. She said she understood but there was nothing else she could do.
This is what I want. So far, I have been unable to convey this information to the installers.
- I will have a new firewall with 10G FSP+ ports.
- I want the Fibre 3G service connected directly to my firewall via the SFP+ ports.
- I want the access point to be connected directly to a port on the firewall.
- I want the internet device (whatever it is) to operate in bridged mode so the firewall has access to the static IPs.
Whatever devices Telus provides will reside in the equipment rack.
- How many devices will there be?
- Are they rack mountable or will I have to provide trays to accommodate them?
Who will provide the 10G FSP+ transceiver?
- If I have to provide one, how do I ensure it is compatible with the Telus equipment?
- If Telus provides one, how does Telus ensure it is compatible with the my firewall?
Are there any limitations regarding how/where the access point can be mounted?
I asked the Customer Service person if I could get the Manufacturer and Model Numbers of the devices Telus will be using for the installation so I could be better prepared but was told that information was not available.
I don't feel I am being unreasonable when asking for this information especially when the success of the installation depends on it. Furthermore, I find it inconceivable that this information is unavailable!
I'm new to this Telus forum and I still have to learn my way around. If Telus staff monitors these posts, surely someone can post the information I am requesting? You can bet that I'm not the only customer who is looking for these answers....
