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Streaming throttling
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July
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?
40 REPLIES 40
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August
SAME!!! I changed it down to 480 I still get buffers
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August
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....
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August
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.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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August
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.
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August
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.
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August
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.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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August
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.
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August
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.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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August
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
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August
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!
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August
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.
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October
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.
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November
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 -_-
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2 weeks ago
So after the known thread of Telus throttling mobile data, now YouTube completely stops working, video does not load…
Telus, how many lawsuits you planning on facing 2025?
This is an ACTUAL SCAM you know that right…
Like there is NO WAY this is legal…
And yes I’ve dont troubleshooting, I’m a 13 year IT professional, so please don’t ask.
Oh and Speed Test shows the download on your 5G full signal is 15 mbps…
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2 weeks ago
YouTube works fine for me over cellular after giving it a few moments to load the video. It's better better than it used to be, for me at least. I'm only getting one bar of 5G where I am indoors currently also.
If all you are getting is 15mpbs down, what's the upload speed? Are you indoors or outdoors? Are any other apps or services showing similar issues where you are located?
If you find a post useful, please give the author a "Kudo" or mark as an accepted solution if it solves your trouble. 🙂
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2 weeks ago
Btw there shouldn’t be a few seconds to load or rewind a video. Even if you watch it in 4K quality. If you use VPN, it’s almost instantaneous, provided the signal is strong of course. And that’s how it is on Rogers or Freedom networks because they don’t throttle. And Telus network can manage it perfectly fine as well, it’s just that they seem to want to keep the network as uncongested as possible so that speedtest would always show a crazy fast number and they would keep winning the fastest network awards etc. Which is their right, I mean it’s their business. The whole point of this thread, and the CCTS complaint that I made, is that this should be disclosed to the customer before the customer makes a decision to sign the contract. So far the initial CCTS finding btw is that what Telus is doing is legal. Well, nothing I can say if that will be their final finding as well, the law is the law!
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2 weeks ago
THANK U!
Its 2024 almost 2025 with 5G+ you should be getting over 500 mbps CONSISTEMTLY when I'm in DOWNTOWN Edmonton, what a joke company. like my 3G back then worked faster than 5G+ is pathetic
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2 weeks ago
Depending on your data plan speeds will be reduced when you exceed a particular amount of data. As per Telus:
Data speeds reduced to a maximum of 512Kbps after your included high-speed data bucket is exhausted. Speed may vary with your device, internet traffic, environmental conditions, and other factors.
Just a long time customer hoping to help.
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2 weeks ago
… please read the thread…
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2 weeks ago
… no…
… please read the thread…
Appreciate the intent but no…
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