Fiber Drop Reroute & Fee Waiver Request
ATTN: Telus Escalations / Outside Plant (OSP) Support HOME SOLUTIONS ACCOUNT: Drop-Only (No Active Home Services) Acknowledge community forum posting 1. Support Access Barrier & Documentation Request Drop-only status blocks online chat support access Phone support involved multiple transfers and repeating history from scratch. Attach this summary to drop notes and forward to OSP/install team 2. Initial Assessment & Rejected Left-Side Route Fiber feed and junction box are on left side (facing house) Coordinator proposed routing left to junction box via lengthwise driveway cutting/drilling Rejected this route to prevent driveway surface cuts 3. Neighbor-Yard Proposal & Rejection Asked to route through neighbor's yard; coordinator claimed impossible, ruling it out Neighbor's fiber was later trenched along that path. Installers and neighbor confirmed routing alongside is viable with verbal consent 4. Miscommunication on Agreed Right-Side Alternative With left route rejected and neighbor path ruled out, right-side routing was selected Coordinator omitted that right-side plan originates left and cuts driveway width Understood plan used deep underground right-side placement without cuts Installers cut across driveway width and yard. "Coming soon" status blocks support action 5. Basis for Waiving the $200 Follow-up Technician Fee Miscommunication: Right-side plan driveway width cut was not disclosed Inaccurate Exclusion: Neighbor-yard route was feasible, contradicting coordinator statements 6. Requested Actions Issue new Drop work order routing through neighbor's yard to left-side junction box Remove or abandon line cutting driveway width and yard. Waive $200 technician fee or provide $200 bill credit
Connect to network access hub: external hard drive
I have a external hard drive connected to my router which have all my movies and TV shows on which I can access via samba share on my home network. Telus recently upgraded me to a network access hub and WiFi 7 booster, tried to connect my hard drive to the network access hub via the USB port just like I did before with my old router, and I login into the admin settings for the network access hub and It doesn't see the external hard drive in the samba share settings. Do you know what I'm doing wrong thanks
Troubles with bridging Fibre hub to TP-Link Deco
Just moved into a new place and signed up for Telus Fibre for the first time. Got the fibre hub installed, and it came with a Boost box, but I’d prefer to run my own router to handle my wifi and hardwired devices (NAS, smart home, etc). At first it was all going great, I plugged the Deco router into one of the 1G ports, and everything worked great. Boost was still connected to the 10G port as a backup while I finalized things. Then I realized that I was getting some conflicts, particularly for Plex, which couldn’t do remote access. Realizing my mistake, I connected into the fibre hub, and set the 10G port to bridge mode, moved the Deco to the 10G port, the Boost to the 1G port, and everything worked, Plex was happy, easy. Except suddenly now the Deco is dropping internet connection every hour or so, and requires a reboot each time to get it back online. After the fourth drop out, I decide to move bridging to the first 1G port, put the Deco there and the Boost back on the 10G. Hour later, another crash. Finally turn off bridging entirely, and the system is stable. But now Plex can’t connect remotely, and the conflicts are back. Hoping someone here can help me figure out where to go next, I’m banging my head against the wall talking to ChatGPT about it and getting nowhere, and I’m at the outer reaches of my networking knowledge here. Would really appreciate any guidance! Deco model is XE75, connected to the hub via CAT5E (roughly 25-50’ of distance). Fibre hub is Arcadyan NH20A. Boost is B30A model.In-building work completed 2.5 years ago, entrance cable STILL not placed.
Commercial site in Edmonton (156 St, 116 Ave). TELUS installed the in-building fibre here roughly two years ago. Riser is in, terminated to the SFP in our equipment room. The building is physically ready. What was never done is the entrance cable from the street to the building demarc. Addresses on both sides of the client (117ave and 115ave) are serviceable; 116 shows as not serviceable, which I believe is just reflecting the missing entrance facility rather than explaining it. There's a ticket from 2024. Over two years and half years on, we still can't get a status on the entrance facility as a distinct work item, or a straight answer on whether permits, pole make ready, or a design change is the actual holdup. Can a moderator get eyes on this and contact me via DM?
TELUS Business Internet — selective IPv4 destinations unreachable while others work
Seeing what looks like a selective upstream routing/blackhole issue on TELUS Business Internet in the Spruce Grove/Edmonton area tonight. The circuit is up. Static IPv4 /30; TELUS gateway is reachable with essentially no loss. However, some Internet destinations are completely unreachable while others work normally. Directly from OPNsense: 1.1.1.1, 8.8.8.8 and 9.9.9.9 all have 100% loss. Google IP 74.125.195.102 also has 100% loss and TCP/443 times out, while Google IP 142.250.69.174 has 0% loss and TCP/443 succeeds normally. Both Google IPs use the same WAN interface, default route and TELUS gateway. I also captured traffic on the physical Proxmox NIC connected to the TELUS handoff. Traffic to 74.125.195.102 physically leaves the WAN NIC toward the TELUS next-hop MAC, but nothing returns. Traffic to 142.250.69.174 leaves through the same NIC/next-hop and immediately receives ICMP replies and TCP SYN/ACKs. Local causes have been checked: OPNsense routing/default gateway is correct, CrowdSec is not blocking the affected IPs, Proxmox nftables/iptables/ebtables/tc are clear, and the physical NIC has zero RX/TX errors or discards. The issue also reproduces directly from OPNsense. DNS was collateral damage. Unbound normally forwards over DoT to Cloudflare 1.1.1.2/1.0.0.2, which also became unreachable. Disabling those forwarders and using recursive DNS restored most service, but selective IPv4 reachability remains. And just to top it off, the password I have recorded for my TELUS ONT no longer works. I tried resetting it and using the default credentials afterward, but still cannot access the ONT management interface. Anyone else on TELUS, particularly Business Internet in Alberta, seeing selective destination/prefix reachability tonight?
Internet Backup feature - does it work?
Has anyone got Internet Backup to work? https://www.telus.com/en/internet/internet-backup We are currently in a 9+ day internet outage due to a fire damaging equipment on our street. Had a tech visit and also spent almost 3 hours on the phone with various Telus agents. They were not able to resolve. I downloaded the Telus Smart Home app and tried to configure Internet Backup but it says I have an incompatible router. I have a network hub and wifi 6 router. I read that should be able to configure even after the outage. I am guessing someone should be able to resolve, but not sure how to get in contact with them. Has anyone successfully configured and used this feature? ThanksHow do I port forward?
aight so im trynna port forward for a Minecraft server and after i login (which i now can do cuz i found the way to sign in a while back) and on the page there is NO WAY to port forward since there is no firewall section no nothing just very basic configuration stuff if i need to i can send a picture of what it looks like and the model is just a wifi boost 7 (and a 6 lite)Boost7 10Gig port
I was upgraded to 3Gig service, and the tech came out to install the new NAH and Boost7 AP. He told me Telus has been having issues with the 10Gig port on the Boost7 and to use the 2.5Gig port instead. I did notice faster speeds on the 2.5Gig port than on the 10Gig port. Is this a known issue, as I'd like to get my full 3Gig speeds to the AP?
Port speed variation on Network Access Hub vs. WiFi 7 router
I tried to find a post about this in the past, but I haven't found any issues similar to this or if anyone has tested this. Yesterday I upgraded from 940Mbps to 3 Gbps, and the technician replaced my WiFi 5 router with a Network Access Hub + Boost WiFi 7 access point. I have been testing the speed I get using an ethernet connection (1Gbps network card in a PC) to each device and there is a variation in wired connection speed between the 2 devices. Issue: When I plug my PC directly into one of the 1Gbps ports on the network hub, the internet download speed maxes out at 940Mbps (Ookla speed test). This is the same as I was getting when I plugged directly into the old WiFi 5 router. However, when I plug the same PC into the 2.5Gbps port on the new Boost WiFi 7, the Internet download speed is only 750Mbps. Both devices updated multiple times after the technician completed the installation, and they appear to be fully up to date. I tried going back and forth a few times, and the 2.5Gbps port on the Boost WiFI 7 consistently delivers 20% slower Internet speed tests than the 1Gbps port on the Network Access Hub. I assumed the switching would happen efficiently and the ports on the Boost WiFi 7 would deliver full Internet download speed, but that doesn't seem to be the case. Is this normal operation of the Boost WiFi 7? Is there something I am not considering that would cause lower wired download speeds on the Boost WiFi 7?
Connect App doesn't pause
Have been an optik internet customer for a few years, but just tried to use the app for the first time 2 days ago because I want to be able to pause the kids internet at night since it's summer and they go to bed later than me. I can login to the app, it sees my Modem/Network Access Hub (Technicolor NH20T) and Boost Wi-Fi 6 (Arcadyan Boost 2.1), and shows the connected devices list. But when I try to pause one of the devices I get the error "Oops Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again." I have tried doing a pinhole reset on the modem and on the boost then uninstalling and reinstalling the app. Once the app eventually found the modem online again and I tried to pause something again and got the same error. Called customer support, after an hour on the phone she was stumped and said she'll call me back (with no reference number or anything, I honestly didn't think she would) and she did call and leave me a message about 4 hours later saying this is a known issue and they are working on a solution and they will send out an update when it's fixed (when? how will I know?). Does anybody have any information to corroborate or contradict this? Or any suggestions for me?
