How to deal with outside broken wires and very simple people working for telus?
Had a technician install new telus internet at the beginning of december. Technician had run to and fro between the house and the street pedestal, and determined that the wiring up on the electrical poles was broken somewhere. Two and half months later, another technician technician came, drove to and fro between the house and the street pedestal (is is more than 100m), climbed few poles, and determined that the wires between the house and the telus street box are broken. I asked him to wire in the modem anyway, so when next technician comes with a spool of wire, they do not have to enter the house, all they need is to run the wire between the box on the outside wall and their street pedestal. Astonishingly, I received a message that the service is now up. Tried to communicate with their AI assistant, asking for live agent. AI assistant failed. Got an email, supposedly from live person, who suggested that I unplug and plug in the modem. Did the movie "Idiocracy", https://www.imdb.com/title/tt0387808/ get its inspiration from how telus functions? Anybody here has an email for someone high up on the telus chain of command who understand the phrase "wires are broken" and can do something about it?
Need to cancel Business Internet in ON -- early lease termination!
Hello there, I signed a 3-year contract for Telus 1.5/940 fibre internet on Sep 2025 in Scarborough, Ontario M1G....and now I'm left with equipment I can't use! I had a 12-month lease on my home, but it had to be terminated early due to mold toxicity that rendered the unit uninhabitable. The landlord agreed to let me out on January 31. I can't continue Telus internet service at the address, as I've moved out; not because I wanted to, but it was unsafe to live in. My new address doesn't allow any more Telus lines to be installed. Customer service checked and confirmed as such. Telus and I are both in a catch-22. I have a modem and NAH I'm not able to use, and Telus is unable to fulfill their end of the contract due to circumstances beyond both their & my control. I repeat: Telus is NOT able to fulfill THEIR obligations to the contract. I raised a ticket with the appropriate department. On Jan 30, I had a phone call where the agent told me they'd escalate this to senior cancellations. He said I'd get a call back in 48 to 72 business hours. It's nearing 2 weeks and I've yet to hear back. My company has been a faithful Telus business customer since 2019 with 2 mobile lines that remain in good standing. In fact, last February we renewed both lines for a 2-year term. I've been happy with my business internet. If I move to another province this year, I'd bring it there in a heartbeat. It just makes no sense for Telus to charge for a service they can't provide. I am leasing the current address until the end of August 2026. I hope it won't take a CCTS complaint to get things moving, so my request is to suspend the contract until I am at an address that Telus can service, or, failing that: void the contract. My business internet is a separate account from my business mobility, as Telus has told me that they can't be combined under business. Your prompt action is much appreciated. Best, Alexander
Fiber issues and business down
We have changed a firewall and spent 2 days with Telus to get it operational. We were working than a few hours later go offline. Was told it was resolved last night. Today we are down again, no internet, emails, business connect voip phones etc. Called telus support and they advise it is a hardware issue at their end and a tech can get to it Tuesday. Is this common and what restitution is there when I have to shut my office down for two work days to wait for a tech to fix their issue?
Poor Routings to game servers
I’ve been a long time customer at Telus for about 6 to 7 years and possibly experienced 3 or 4 outages since but every time I play Valorant or apex legends the routings to those games are horrendous sometimes I won’t even send the required packets for the server to give me enough updates and it’s not even just Valorant I used a software on my computer called pingplotter which measures packet loss and hops in your network routing and to Apex Valorant Marvel rivals CoD and so many other games but CSGO my graph was green and i was lagging if you want test the same thing download ping plotter set your trace interval to 1 and Focus time to 5 and ping 192.207.0.1 and let me know how your graph looks
ipv6 with DoT through controld
I have a Asus ROG GT-AXE 16000 router running merlin firmware , I set the telus gateway to bridge mode to my router and then set up DNS over TLS with controld . Everything works fine and the status page says ipv4 and ipv6 are both working. After about 2 hours or so the ipv6 says N/A . As soon as I change any setting like native to passthough and then back to native it works again. Even if I just change stateful and stateless or anything it will start working again for about 2 hours. I then enabled DDNS with asus and it work but still 2 hours later says N/A again on the status page. Can anyone help?!?!2months, 9 service techs and no fibre installed, need help! (Vancouver)
I live in a duplex and when they initially installed fibre on my attached neighbours side they didn't splice it at the junction box, it was directly pulled into the house. As indicated by empty Telus junction box. My theory is that it's making their system say that I already have existing line that could be tapped into. After the first tech inspection, a service request was sent out for an aerial drop team and wire pull on my side as I didn't get permission to splice their line. After the second time they sent the ground service tech again, after the 3rd -8th time I called in every time to customer service and technical team to make sure they could send a aerial drop team and not a regular person. But they just keep rescheduling the wrong person for the job or it keeps getting delayed. I had to have taken so much time off work this is getting ridiculous. I'm giving this one more shot as I called again yesterday after they sent the wrong guy. The customer service rep said they needed to recreate the order, so they can order (I have done that once already) the drop team, and what he explained is that every time I called in the customer service reps were just rescheduling it for the ground workers. They also told me that they would call me back when there's a drop team available 7-14 days wait again. Now I'm just waiting for a call back with no appointments. I don't want to escalate this to the ccts as I want to give Telus an opportunity to make things right. I signed up for Telus on November 15th and it's now January 11th.Equipment for Internet in Ontario
I have an install scheduled and would like to do some planning for my home network, mostly interested in how my owned router will connect to the new Telus equipment and what Ethernet speeds are supported. Could someone confirm the type of equipment that will be supplied by Telus on install. Specifically, is the NH20A/T going to be installed - if so does it support bridging? I've also read that PPPoE is required to talk to the Telus network (or should I call it the Bell network) - either way is PPPoE required? Is it handled in the NH20A/T when in bridge mode? I'm fairly knowledgeable on network engineering, so no need to filter answers. Appreciated. Thanks!Business phone over fibre not working - need re-programming help!
Hi, I'm hoping a community manager sees this and can help me out. My business uses Telus over fibre for our business phone. It has not been working all day (both incoming and outgoing) and when I called tech support they told me that from their end, it also shows the line is not working and that the programming is completely missing. I asked them if they could please reset the programming but the tech support said they are unable to do it from their end and need someone from the back end to do it. Unfortunately they cannot give me an ETA on how long this will take but said it's typical to take up to 24 hours. Can a community manager please help me escalate this issue? It is severely impacting my business especially it being the end of year which is my busiest time, I have a case number if that helps. Thank you!Need Explantion
I requested my move before November 15th and with the irresponsibility of the technician my 2 scheduled appointments were moved to another dates. Its 21st of December and my landlord is really getting upset for me using his wifi since November 28th. I pay him everyday for the wifi because I didn't sign the lease for internet. I have pictures which I cant share here as there is no options for sending pictures. I really need an explanation for why its been taking long and who are responsible for all this . As, a customer its not fair and I have been treated well either. Telus knows my health conditions and still they treating me like that