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Service complan
Dear TELUS Customer Support, I am writing to raise a formal complaint regarding my Home Security service and billing. At the start of my contract, my first bill was $3.25 including tax, which aligns with the agreed promotional price of $2/month. However, in the very next month, my bill increased to $7.26, and continued to increase thereafter without any clear or direct notification. In addition, I am now seeing further increases in my total balance, including a carried-over overdue amount and late payment charges, despite having made a payment on April 10. This billing situation is unclear, inconsistent, and very concerning. Furthermore, the Home Security system itself has not been functioning properly since installation, and the service quality has been poor and unreliable. Based on the above: The pricing did not remain consistent with what was agreed upon No proper notice was provided for the changes The service has not met expected standards I therefore request the following: Immediate cancellation of my Home Security service Full waiver of any early termination fees A clear explanation and correction of the billing discrepancies If this matter is not resolved promptly, I will escalate the complaint to the Commission for Complaints for Telecom-television Services.
Telus Wifi Boost 7 - Can't Change SSID/Password without settings reverting
Hi All, I just upgraded to the 3G XGSPON plan and was provided an NH20A and a Telus Wifi Boost 7. Everything works, but I want to change the SSID and password to my old network so all of my old devices auto connect. I am connecting to it through the web GUI, and whenever I change the SSID and password, it changes and all of my old devices connect. However, if I go back to the web GUI or the Telus Connect app, it shows the default SSID. Any changes I then make in the web GUI reverts the SSID back to the default settings. A power cycle also resets everything back to default settings. If I try and change the SSID/Password in the Telus Connect app, it immediately says "Unable to change Wifi-Name, Please try again". Enabling the Guest network and changing the guest network SSID/Password works and the settings persist. Note that I am using another router on the 10G port and bridging only that port. I want to use the Telus boost 7 purely for IOT devices on the 2.4ghz channel, but I can't even disable 5ghz/6ghz as no settings are being applied. Thanks in advance!
TELUS routing issue to game servers VPN should not be necessary
Hi TELUS, I believe I am experiencing a routing/peering issue on my connection. My local network is stable, but latency to many servers including game servers is higher than what other TELUS users report. Across multiple users on the same ISP I see two routing outcomes: Some users get: ~18 ms Seattle ~33 ms Chicago Others including me get: ~1 ms Edmonton ~5–7 ms Calgary ~56 ms Seattle ~57 ms Chicago ~75 ms Los Angeles ~78 ms Dallas I confirmed this with 2 users on each path, suggesting this may be due to IP pools or upstream routing differences. Using a VPN reduces Seattle latency to ~18 ms, matching the lower latency users. The VPN routes through Zayo, suggesting a better path exists but is not used by default. Traceroutes show TELUS is stable (~1–26 ms), but latency increases by ~30 ms at a Seattle transit hop (e.g. NTT). I have tried basic troubleshooting (rebooting router) with no change. Setup: TELUS fibre, wired Ethernet, TELUS NAT Testing: in-game latency, ping, traceroute Seattle, WA (128.116.115.0/24) → ~56 ms Los Angeles, CA (128.116.116.0/24) → ~75 ms Chicago, IL (128.116.48.0/24, 128.116.84.0/24) → ~56 ms Dallas, TX (128.116.95.0/24) → ~78 ms Ashburn, VA (128.116.102.0/24) → ~74 ms Location: Edmonton, Alberta Here are some images of Traceroutes.
Smarthome App
I have spent more then 10 hours dealing with Telus and no one can fix this issue. Every time i go to login into the app it says its not linked or set up but it is. No one has a clue how to fix it and I have literally done everything. Like thanks for wasting my money on a service none of you know anything about.
