Streaming throttling

[kusius]

Hi, why is there such throttling of streaming from my mobile device? I’m on a 5G+ plan (with a 15 Pro Max phone), but I can barely watch Twitch or YouTube at 720p. Speedtest always shows 200+ Mbps and otherwise the internet is really fast, but what is wrong with streaming? I just can’t stream videos in good quality while on the go. What’s the point of all that talk about infrastructure investment, etc., that justifies Canadian phone plan prices being some of the highest in the world, if I can’t stream 1080p videos, let alone 4K? I would understand if throttling occasionally happened in some locations, but it’s everywhere: Toronto, Montreal, Quebec City. What am I paying for? 

[iWillLift]

SAME!!! I changed it down to 480 I still get buffers

[wArpAtH]

Yes, the only workaround for it to work properly is with a VPN.

How do we issue a formal complain about this? I have 280gbs that I can't even use....

[TELUS_Support]

We've flagged this to our team to investigate. You always have the option of reaching out to our Mobility support team as well for investigation and troubleshooting.

[wArpAtH]

I already went down this router, trust me. First they asked me to restart my network settings, which I did but didn't really help at all. After this, I was told to get a new SIM card, which I also got and it didn't help with anything at all. Third time I called again and I was asked again to reset my network setting and they explained to me that the first person who did it, apparently did it wrong. However, this didn't fixed anything at all.

Like I said, the only work around to fix this is getting a VPN. I have 4 lines with Telus and they are all experiencing the same issue. 

[iWillLift]

With all due respect, you and I both know that this is a Telus wide issue which means this is a higher up decision made instead of a simple tech support issue, unless Telus decided to grow a heart and make decisions that benefit their clients, this won't get resoved.
Appreciate you taking part of the discussion though, it's not your fault at all, but this is truly a frustrating issue spreading across Canada looks like.

[TELUS_Support]

You always have the option of having this escalated through our Mobility team so they can investigate your connection specifically to see if anything can be found.

[iWillLift]

Read, before you reply.

I haven’t been through this with tech support.

and, again, if you read the thread, you will notice that this isn’t a single area / device issue, this effects multiple users across different area.

Appreciate your suggestion, this is not the solution.

[TELUS_Support]

We did read your posts. As you said, we didn't see you mention speaking with our Tech Support team. This is why it was suggested. Thanks.

[iWillLift]

No worries, appreciate the input regardless. 
It’s understandable that this just ain’t something can be solved by forum tech support, but still appreciate other techs mentioned about flagging the issue.

if this someone brings up higher end tech lead attention would be great. 
thanks again 

[iWillLift]

That is SO SAD and pathetic though... like I have use VPN to use cell data I paid for hahaha
But thank you for letting me know!

[username111]

I couldn't agree more. Had to shell out $60 for a yearly VPN subscription. Fortunately, using a VPN at all times is a great idea anyways.

I'm still leaving Telus in September though.

[kusius]

An update to the topic. Had to file a CCTS complaint as trying to talk to Telus about this was useless. It's like they are avoiding the word throttling at all costs. Following the complaint, a Telus resolution representative contacted me, and they finally acknowledged that they do indeed throttle - at least an acknowledgment of that in writing from them is a big win already! However, basically, their position is that they can throttle as much as their heart desires because that's in their terms of service. Now this complaint will go to the second stage of the investigating process, with CCTS participation. Let's see what they say. I assume they will side with Telus, but at least I will take pleasure in knowing that my complaint cost Telus more than it would take them to compensate me. Regardless, once the complaint is closed, I will switch to a different provider, even if there is no compensation for the device credits I will lose on my two phones.

[Fartgoblin1999]

Oh, please follow up with how it goes! I have also filed a complaint before on a different issue and came back to this thread as the throttling problem persisted. It improves on a vpn/with iCloud relay.

i don’t have high streaming needs but it’s kicking out even when I just have a doc or Notion open -_-