Telus Internet keeps disconnecting - Technicians can't find out...

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Helpful Neighbour

Hello,

I am using Internet 25 - 2 mbps and 300gb data.

I'm using it for just typical home use.

After 4 months of use, my internet keeps disconnecting.

It would typically disconnect every 30~45 minutes for about 15~20 seconds.

Even when it's connected, during bad days, I would get 8 mbps for an hour with ethernet connection.

Wifi is just... awful. I tried changing the channels as well - didn't help.

My TV and cable is perfect. It's ONLY internet.

I had three technicians come at different times, and all they do is either change the router or keeps testing the speed until it's good, then they leave.

None of those incompetent technicians were able to resolve this issue.

Can someone please help me?

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Community Power User
Community Power User
Where you have your modem/router located is it in a well ventilated space?

Do you happen to have a spare wireless router kicking around that you can use to test with?

Which Telus supplied Acriontec are you using?

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Helpful Neighbour

Thank you for the reply.

I have the router located in the living room, against the exterior wall. It's a very open living room.

I've only tried with a wifi usb adapter and different laptops... I don't have any wireless routers 😞

I have Model T1200H Actiontec router.

 

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Community Power User
Community Power User
@Stevey Do you notice the internet issue more when your optik tv receivers are on? Or if a specific device is connected to your wifi, it will start having issues? Any particular time of day?

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Helpful Neighbour

My Optik tv doesn't seem to affect the internet at all.

My internet is quite bad between 6:30 PM and 2 AM.

Sundays are either pretty good or really bad.

During mornings, the speed is quite good (~28mpbs), but still disconnects at least once every hour.

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Community Power User
Community Power User

Are you on copper or Fibre?

I had problems with a wet copper line at one time. However if all your services are on the one incoming line, then all should be showing issues at the same time.

 

NFtoBC
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Helpful Neighbour

 

Actually... sorry I checked again.

I don't have fibre. It looks like internet and tv are both copper lines.

Is there a solution? =(

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Community Power User
Community Power User

All I suggest is to keep a record of the times your Internet is down, or very slow, so you can relate the issue to the CSR and to thevTech when he /she arrives. The more info you have, the better able they are to,diagnose the problem.

 

NFtoBC
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Community Power User
Community Power User

The odd thing is that if the TV is working ok, the internet at least has enough available bandwidth to run the TVs. I wonder if it's just a random drop in available speed (Telus usually can see that if the support person looks). When the issue is there, can you try logging into the modem to see what speed your connection has? If the actual connection/line speed itself drops that could give the tech something to focus on.


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Helpful Neighbour

Yeah... I guess that's why Telus could never figure out why my internet keeps disconnecting...

When I run speed test during down times, I get a ping of 147 ms, download speed of about 0.7 Mbps...

I called Telus 4 times now explaining all that, but the only thing they did recently was change the channel.

It solved the problem.... for 10 minutes.... 

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Community Power User
Community Power User

You had previously mentioned a physically connected device experienced slow connections as well. I still think double checking the modem speed itself, on it's status page, would help see if it's the connection or something more local.

 

For the speedtest are you using speedtest.net or another site? 147ms is usually considered bad if it's to a server relatively nearby. Your previous information seems to indicate the speed is bad during prime hours. Are you in a city or a smaller town? Are there a lot of wireless networks nearby? 


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Helpful Neighbour

Is it the downstream rate?

It stays as 46976Kbps even though internet slows down...

I've been only using speedtest.net to test the speed and I live in Vancouver area.

When I check the wifi analyzer, there are about 16 different networks nearby.

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Community Power User
Community Power User

Weird. You should have no issues at all with that amount of available bandwidth. As to what is causing it I'm not sure. It's either the modem itself or something in the house but if you've had the modem replaced already, I can't see there being multiple bad modems. 16 networks is nothing - I've got upwards of 50 near me and that many does cause the odd rare wireless slowdowns but not many and only minimal impact if on a busy channel.

 

Only thing I can think of trying would be to see if you can borrow a router from someone with a spare and see if that makes any difference at all.


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Advocate

Hello, Are you disconnecting with WIFI only or on wired as well?

If you are able to see the modem when this happens do you see the lite on it go through the reset cycle?

 

If its WIFI only pretty sure I know whats going on... If its the latter, then its defiantly a hardware issue with the something outside of your home.

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Community Power User
Community Power User

@Foonus - OP posted earlier that the TV stays working fine when the connection to the non-TV devices has problems.


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Community Power User
Community Power User
As @Nighthawk suggests, I would strongly recommend testing it with another router. Even if you had to buy and return it. I'd be more inclined to say it would fix your problem.

Don't really have anything to lose at this point.

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Advocate

@Nighthawk wrote:

@Foonus - OP posted earlier that the TV stays working fine when the connection to the non-TV devices has problems.


Wasn't quite sure if those TV's were connected wireless like mine are, assuming that the TV's are wired and not wireless..

 

It's quite possible that OP has issues with a malicious user in the area spamming de auth commands at the router in attempt to capture a wireless handshake and use various applications to decrypt it to find the login info. The clients would be disconnecting just as described in the first post.

It also makes sense that if its someone close enough to do it they are within a block or 2 range of you,  so they would see a service van outside your house and wouldn't be very clever to try it when technician is there.

 

There are ways to deal with it if this is whats happening...

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Helpful Neighbour

Hi. Thanks for all the replies.

I have two computers - Laptop which is wired and desktop that's wireless.

Surprisingly, the connection has been quite good for the past two days, but it does still disconnect every 2~3 hours.

Although the laptop is wired, it disconnects, then it connects itself wireless afterwards...

 

This is my second router... Should I still ask Telus to replace it?

 

I'm not sure why, but sometimes only wireless is bad as well...

 

What Foonus mentioned might be the case actually... Previously, I did notice an unknown device connect to my router... so I changed the password right away and got a new router afterwards. What do you suggest?

Thanks

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Community Power User
Community Power User

@Stevey wrote:

 

Although the laptop is wired, it disconnects, then it connects itself wireless afterwards...

 

 


Weird. The wired connections should come on first. what happens if you turn off the Wi-Fi on the laptop?

 


@Stevey wrote:

 

This is my second router... Should I still ask Telus to replace it?

 


No, you should ask for the issue to be addressed - don't presume it is the router, though it could well be.  I suggest keeping a diary of the problems and times so you can discuss with the Telus CSR or Tech. That's what led to the Tech discovering the issue was the copper line to my house, rather than a problem within my walls.......

 

 

 

 

 

NFtoBC
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Helpful Neighbour

If I turn off the Wi-Fi, I don't get a connection for about 5~10 minutes.

I'm not sure if it's the computer's fault or not, but I typically restart the computer after 2~3 minutes and I get the ethernet connection back on.

 

Thank you for the advise. I'm glad I'm not alone in this problem.

I will definitely start writing down when the issue occurs, the ping and the download speed at the moment then let the Tech know.

 

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Advocate

@Stevey wrote:

If I turn off the Wi-Fi, I don't get a connection for about 5~10 minutes.

I'm not sure if it's the computer's fault or not, but I typically restart the computer after 2~3 minutes and I get the ethernet connection back on.

 

Thank you for the advise. I'm glad I'm not alone in this problem.

I will definitely start writing down when the issue occurs, the ping and the download speed at the moment then let the Tech know.

 


Temporarily disable the 2.4G band and try to connect only with the 5G band... wired machines you can leave alone. Idea is not to broadcast on 2.4G at all and have it completely disabled.  See if this helps.

 

** If you ever see a "update firmware" page come up on your WIFI device claiming to need your WIFI password to update your router no matter what URL you are trying to access DO NOT enter your wifi password into it as it asks...

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Resident

You're not the only one with this issue. I'm in New West and mine keeps dropping on a regular basis. Its only a brief enough drop to notice when using remote desktop or playing an online game. Just enough of a drop to crash me out. This is occuring hardwired to the router.

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Friendly Neighbour

We're in Surrey, experiencing the same thing. Further, often our 5G network is not available or takes a few minutes to become available and we connect to the 2.4G or the vanilla one. And when it drops, this thing with the 5G repeats. Also, internet is way slow compared to what we had in Vancouver where we had a cheaper, slower acct. We're on the 100, which recently got renamed 75 to 100. 

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Community Power User
Community Power User

Since this discussion you posted in involves technicians, have you contacted technical support already for this issue, and what was the result?

 

Telus' internet plans are 75, and then 150 if available in your area. 100 was an old grandfathered plan they used to offer a long time ago. If your internet is actually slow, from a computer that is physically connected to the modem by an ethernet cable, run a speedtest and post the results. Slow speeds on wireless could be caused by any number of things so a speedtest from a physically connected computer gives a far more accurate result.

 

If you are using Telus, log in to your modem and under Wireless Settings make sure Smart Steering is disabled if it is switching between networks and dropping connections. 5GHz also has a much shorter physical range than the 2.4GHz band. The closer you are to your modem in that case, the better.


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Friendly Neighbour

Sorry, maybe it's the 150 then. We've only been at this place 2 years so whatever the highest plan is, that's the one we have. We renewed in January so that's when I noticed it was renamed to 75, lol. 

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Friendly Neighbour

WRT to wireless range, that was never an issue in Vancouver. I don't really want to have to wire my laptop or sit beside the router to have decent speed. Do you?

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Community Power User
Community Power User

So are you on a fiber optic connection? 150 is only available on fiber. DD-WRT? Which router are you using and which gateway do you have from Telus? How is your home network set up? Much more information is needed as you've provided extremely few details so far. Also, have you contacted technical support?

 

For the speed test, you only need to have the PC hardwired briefly. No one said you had to be next to the modem aside from the test. It's a very simple process and one tech support would have had you run if you called about slow speed issues. Hardwired is the only way to get an accurate test as there are many things that can and will impact wireless performance. Please run the speedtest and post the results. 


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Friendly Neighbour

Welp, your info is wrong, then. Unless you consider 2 years ago a long time ago. 99% sure it was 100--Telus was competing with Shaw's 150 plan, I believe, at the time.

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Community Power User
Community Power User

I'm sorry to hear you don't want any assistance with your connection troubles. If you decide you would like help with your connection issues and still do not want to post any detailed information here, please contact technical support for assistance at 1-888-811-2323.


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Friendly Neighbour

I'm sorry that you are obfuscating on behalf of Telus. You know the 75 plan was until quite recently called the 100 plan.

 

You work for Telus, correct? Will you fudge around the truth, then ignore this question like you did when I pointed out that the 75 to 100 plan was recently renamed? Please share your scripts and talking points with us.

 

I only came on here to say I had the same issue. I will try the login to the router thing. Thanks. TBH, I've already lost confidence in Telus. I don't want to wait at home again for a tech. We've been told (by a tech) that the number of networks in our area is causing interference and not much can be done. We have one of those extender units but it doesn't seem to help.

 

Have a great day!