Intermittent connection

[Nick4]

I've been experiencing intermittent connection issues for several months now. Basically, I can't use the internet because every few minutes the connection drops for a few minutes and this happens constantly. I've called support many times, and three different "specialists" have visited me. One of them replaced the booster and something else. All of them said that the equipment is in perfect order and everything should be working. When I called support, they also said that everything is working fine on their end. But if everything is working correctly, why can’t I practically use the internet?

After all attempts, I decided to try to find the cause myself. Since the equipment is fine, maybe there is something wrong with the network settings?

I found recommendations on the internet to try different things and now it seems to me that the problem might be that the provider is simply blocking traffic. I tried to test the network using the "traceroute" command, tried several domains, and found an issue with accessing any websites despite a successful connection to the router.

When I sent this information to the last "specialist," he said he didn't understand what I was talking about and that he would pass the information to his supervisor who would contact me. But no one has contacted me, and this problem is preventing me from working properly, and I have to use mobile internet for everything.

[TELUS_Support]

We can definitely look in to our options for escalating this for you. Send us a private message and we can discuss further.

[NED]

I have been having issues for at least a month as well. It’s ridiculous. I work from home some days and it’s impossible to get anything done. I have fibre optic and have never had issues in 15 years. Now all of a sudden it’s almost impossible to be on the internet. 

[TELUS_Support]

HI Ned, We can also look into options for for you. Send us a private message and we can discuss further.
 

[lazyRunner]

Despite multiple calls to the helpline, where local tests are conducted and the router and modem are restarted, the problem remains unresolved. Each time, the helpline fails to address the root cause of the issue, which I believe is related to IPv4 routing.

As someone who works from home, this problem severely impacts my productivity. I often have to switch to mobile internet to continue working, which is neither convenient nor sustainable. After running a tracert, I observed that the connection gets lost after hitting a Telus server, yet this information seems to be overlooked by your support team.

Furthermore, I was promised a callback within half an hour, but I have not received any follow-up communication. To add to my frustration, one technician suggested that I pay more for a "better" router, attributing the issue to interference from local microwaves and appliances, despite my clarification that I am connected via Ethernet.

I am extremely dissatisfied with the lack of resolution and the inadequate customer service provided. I urge you to address this issue promptly and provide a permanent solution.

[TELUS_Support]

Hey @lazyRunner - we certainly want to help and we want you to have a reliable connection that you can work with. Please send us a message and we will use some resources to get you some help as fast as possible