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frankw
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Joined 12 years ago
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Re: Refusing to reimburse for email I never knew exist
I recommend you consider informing the CRTC and warn Telus that is what you will do if they don’t refund. Let me describe my issue. My brother in another province used Telus for home internet via the old wired connection. He died in December 2021. As executor I was clearing out his house in early 2022 and the Telus internet was working for several months, with the Telus bill being automatically paid by my brother’s bank account. Mail was received from Telus stating they were going to discontinue wired internet service and they wanted to switch customers to fibre. I called them and told them my brother had passed away, and I wanted them to proceed to switch his house to fibre. They told me only my brother could authorize the fibre, and I could not take over the account. A few weeks later I noticed the wired internet was dead, I assumed the wired internet in the area was now disconnected permanently, as that was what Telus warned would happen, and I assumed Telus cancelled my brother’s account as they were told he was dead. In January 2023 I noticed Telus was still billing my brother, who they knew was dead, over $80 monthly. Not only that, the wired connection had been dead since about May 2022. So Telus was billing a known deceased person over $80 monthly for non-existent internet service. I called in to complain and asked for 6 months of refunding, but they would do nothing except to cancel the January 2023 payment. I regret not complaining to the CRTC about this atrocious situation, I was burdened with too many time-consuming estate issues at the time. Really Telus customer service was unacceptable and just a greedy money grab. They seem to have a policy of never refunding customers. The representative was zealous in denying my brothers estate any refund, I think they must be penalized if they ever do a refund. Their policies need to change.737Views1like1CommentRe: Telus Internet and Phone - Legit or Scam
2 of my friends who are using Telus internet and TV services received similar calls recently, possibly from Telus, or a scammer. Both calls told them they needed to authorize a new modem installation and if they did this they would get higher speed. One of them has Telus fibre and the T3200M box (which I think is current or recent technology) for over 3 years and his bit rate is 180 Mbit up/down which is more than he needs, so I don’t know why the caller tells him he needs a replacement. Similar situation with the other friend, although he is in a remote neighborhood and only gets VDSL its acceptably fast. With both friends the caller said things indicating he assumed they were Bell customers. Caller hung up when informed they were Telus customers. My guess is it’s some type of scam, or a poorly organized telemarketing company contracted by Bell or Telus. Maybe someone is running a data harvesting operation and gets paid to get information about people and the information is sold to crooks for eventual use in other scams. Personally I have had these types of calls and even door-to-door people who claim to be Telus representatives, and I’m not sure if they’re legit or not. I just decline their offers, to be safe.3.5KViews0likes0CommentsRe: Achieving optimal upload, and download speed from your TELUS connection
I'm satisfied with the white trashcan router or "Hub" as Telus calls it, made by Arcadyan, and it works fine for me. Getting about 175 Mbps up/down on a ethernet connection or Wi-fi. Using an iPad 7 or 9 or iPhone 8 on WiFi, or wired connection to a 2011 Mac Mini, Telus PVR, 2 Sony TVs, and 2 Apple TV 4K boxes. Usually only using 2 or 3 devices at once, single person household, only use about 200 GB data per month. The Hub is in the centre of my house in a ground floor closet and is connected there direct to fibre. The Telus technician was OK with letting me get dirty pulling the fibre cable 50 feet in from the garage through the house crawl space to the closet (Telus techs don't like or may not be allowed to go into dusty dark places, but I don't mind). A Telus PVR and secondary non-PVR box for TVs are connected and one is running all day. There are two 1Gbps ethernet switches connected to the Hub and located in 2 rooms where various devices are connected. I would be interested in trying 1 Gbps from Telus but 180 Mbps is all I need for now.27KViews0likes5CommentsRe: Internet 25 account speed increased?
I inquired at the main local Telus store and the rep didn't know of any increases to account speeds. I'm guessing they might be "throwing a bone" to some long-term customers who are paying the full rates for a long time, so we don't go to another provider. Hopefully it's not a mistake they made, and my speed goes back down. I noticed in the last few weeks that some streamed videos on my iPad and also nature programs (grizzlies etc) on Optik TV look sharper than before.4.2KViews0likes0CommentsInternet 25 account speed increased?
I have had the internet 25 account for about 18 months on Telus fibre to my house (internet 16 on Telus VDSL before that). Until now I was getting about 28 Mbit/sec download rate and 28 to 56 Mbit upload rate. My account is supposed to be good for 25 Mbit down and up rates. Which is not really fast, but good enough for me. Today I had a PVR performance problem (video frequently freezing) with Optik TV so I deleted a few recordings and rebooted the PVR. Afterwards the video quality was back to normal. I ran Speedtest on my iPad 9 and was very surprised to see I was getting about 170 Mbit/sec download and upload rates. Also on the account info on the myTelus site it says my Internet 25 account now has 150 Mbit down and up rates. This is very good, more speed is better! So when did the account data rates get upgraded??? I was out of town for October and not using my house Telus internet for about 5 weeks so missed any announcements or discussion about this.4.3KViews0likes2CommentsRe: what to expect - Telus switching me from VDSL to fibre
Fibre installation now done, it went pretty smooth and took about 1.5 hours, only 1 Telus technician used. I get about 29 Mbit download, 58 Mbit upload, 5 msec ping, 300 GB download limit, not high end but OK for me, and fast enough that I will upgrade Netflix to 4K ability. Minor issues afterward with my Telus account settings and PVR, now fixed. In advance about 2 or 3 weeks ago I called tech support to ask them to make a note that I wanted to run the fibre line run through my house crawl space with ONT (Optical terminal box) installed in a central closet and they said that would probably be OK, and they noted my preference in their info for the installation people. I delayed the installation so I could get the 2nd COVID shot. I pre-installed a small shelf and plywood wall panel in the closet to make it easy to place the ONT and router. AC power outlet already there. In advance I changed my existing copper Telus VDSL setup by moving the old Actiontech router to the closet. I ran a long telephone extension cord into the closet from the family room. Actually I used a 20' cord and a 10' cord connected together. I didn't have an in-line cable connector, so just used an old PC modem card to connect the 2 cords, these old modems usually have 2 phone jacks wired in parallel so they are a no-cost way to connect 2 phone cords without splicing/soldering wires, etc, a crude but effective short term solution. Telus just swapped my old router for a new router that has the ONT built-in, so this does everything with only one box. They call this the "Telus Wi-Fi Hub", it's in a white cylinder shape case about 7" high. It has 4 LAN ethernet ports. It sits on the shelf, the plywood wall panel was not required. The Telus person was OK with my putting the optical cable in the crawl space so he gave me a spool about 50' long prewired with connectors on both ends. I taped the ends to protect from dust since my crawl space has a lot of construction debris (dirt, concrete particles, sawdust, etc). It took about 15 minutes to install the cable which passed through a hole I drilled in the garage area. This cable then was stapled to the garage wall and eventually connected to the Telus wall panel in the garage. This panel has the optical cable from the street area. The street cable is thicker and stronger than the house optical cable. My house optical cable has about 20' extra length available so I could in the future easily move the Telus electronics to another room. Installation was done on worst day of current heat wave, it was 43C. Fortunately only about 30C in the crawl space. My existing PVR was not replaced but I was given a new remote, I might call them and ask for a replacement PVR since I have HDMI issues. Apparently if they mail you a new device it's a new one, while the on-call service technicians usually have refurbs, my technical advised it was better to get the devices that are mailed out to customer.12KViews0likes2CommentsRe: what to expect - Telus switching me from VDSL to fibre
polecat, I'm not using Telus wired phone, switched to cellphone-only over 10 years ago. Now using Public Mobile, the low-end Telus cell service provider, they're good and the price is right, however all account setup and customer service stuff is done via their message forums. Am crossing my fingers hoping I can get the fibre into the house. Telus phone rep sounded optimistic, I guess it depends on who the installer is. They have set up a 3+ hour time space for the installation but I think it will be only 30 to 60 minutes, since the fibre is already in the garage, I think they just need to do something at a network building about 3 Km away to activate it. I have had first COVID shot 2 months ago and due for 2nd shot in 10 days, I guess I could delay the fibre until end of month for ultra safety, but local situation seems good.13KViews0likes5CommentsRe: what to expect - Telus switching me from VDSL to fibre
Water tank now replaced, did it myself with help from a friend. Another crisis ended and crawl space now dry, so onward with the fibre. In preparation for the fibre install I moved my modem/router (Actiontec V1000H) to the central closet where I also want to put the ONT. BTW temporarily I am using just a 35' long telephone cable to extend the phone line from the family room to the router in the central closet, surprisingly this dollar-store non-twisted-pair cable does not slow down the internet speeds, it's same 18Mbit download speed as before.. This new router location in the closet makes wi-fi about 15% slower in main hangout family room (extra walls and appliances to go through), but faster in the living room, and same speed on 2nd floor. The closet space is partly under stairs so only 3.5' high in that spot, but is otherwise close to power and ethernet cables, and my home theatre stuff is on the other side of the wall. Wi-fi would probably be better in another part of the closet that's 7' high but cables would need to be longer, so I will use the lower height location and see if that works out OK. The Telus fibre installation (updating from Telus Optik via VDSL on phone wires) is set for next week. I called Telus to ask about them extending the fibre cable from the garage wall access panel about 35' into a central closet in my house, and they said that could be possible, I told them I will pull the cable through the crawl space if they don't want to do that part of the job, it will only take me 5 minutes crawling around. I looked at the Telus installation in a friends house and it looks like the ONT (Optical Network Terminal) is an Alcatel Lucent white box, placed in the garage. Is the Alcatel/Lucent the standard Telus ONT? I notice the ONT has 4 LAN ports and one of these goes to a T3200M router in a remote den room, are the other 3 LAN ports available for customer network devices? At my friends house it looks like Telus is running ethernet from the T3200M to the house coax cable, for simplicity, although they could have easily run network cables in the crawl space to the TV wall area. In the living room where the TV is located, they have an Actiontec ECB6200 MoCA Network Adapter which looks like it is converting the coax cable signal to a standard network cable signal that goes to the PVR. Is the Telus T3200M their standard router now? I have the Actiontec V1000H which has worked OK but is now about 10 years old so I'm guessing Telus will update me to the T3200M or similar. And maybe they will update my Cisco CIS430 PVR, it still works well for most things, but every few weeks it has HDMI issues that cause it to blank out the image, very annoying, fixed by power on/off or sometimes reboot needed. Maybe if they give me a new PVR I can still keep the Cisco PVR and watch my old recorded programs, such as Cannon and Highway Patrol series. Don't laugh, but several future big stars are in Highway Patrol for their first acting jobs, such as Clint Eastwood.13KViews0likes7Comments
