Fiber migration: Long-distance plan removed and $25 monthly increase
We’ve been moved to fibre, a forced move since we were happy with copper and our agreements and bills till last October. Everything needs to be updated and we agreed, even if it was so difficult, to do the update. Old house, lots of issues. Since last week most of the issues have been resolved. A technician still needs to come to move the Optic TV service. Nonetheless, we are still receiving email and menacing letters, even registered letters to move before they cut the copper. It doesn’t depend on us. It depends on the availability of the technician , and we have to wait till mid May. I called the support and told to stop sending those email and letters because we had three-quarter of our services moved already and it’s up to them to finish the job, not to us, but they said they cannot do anything to stop it till it’s fully completed. Plus they moved our phone line to fibre as well but doing that Telus as removed and changed our service. Before we had a long distance plan that was convenient for us now they eliminated the long-distance plan and they want us to pay $25 more On the back of the letters sent to us, it’s clearly written that the costs and the services we have will not be changed and we will not be directly impacted by this migration. I already called the support three times but each time they have a new excuse. The first one was we cannot do anything now, till the phone has been moved to fibre. then, you need to call the loyalty department , where they could not care less of our issue and the last one was: “OK we can put you back on copper to give you the same service you had.” BS: we can’t go back to copper thanks to Telus forcing us to move to fibre because they are removing the copper in our area, so they wrote and told us. It’s really frustrating to have to deal with this wall of incompetence. Where could we have our rights taken seriously?
Telus Internet cancellation nightmare: still no resolution!
I’m posting another update here because, true to form, Telus has dropped the ball yet again. I was assured that Cammy, a manager at Telus, would reach out to me directly on April 1st to finally get my service disconnected properly and arrange the return shipping for the equipment. Well, April 1st has come and gone, and big surprise—absolutely zero follow-up or phone call. I am completely fed up with how difficult and exhausting it has been just to close out this account. First, a loyalty agent cancels my service without my authorization. Then, I am told I have to pay over $200 in early termination fees for moving to an area where Telus can't even provide service - completely contradicting what the sales rep told me when I signed up. And now, management cannot even be bothered to call me back when they specifically schedule a time to do so. Can a forum moderator or someone with actual authority please step in and deal with this? I am tired of being passed around, lied to, and ignored. I just want this nightmare over with. What do I actually have to do to get some real customer service here?
Telus Business Wifi - 2.4ghz mode
Telus business wifi - using business meraki and direct router portal Need to set up dedicated 2.4ghz band for smart things in office. Support ticket portal is broken, will not allow a ticket to be generated. Both Meraki and router portal do not have an option for this to be turned on.
PSA to everyone having tech difficulties
Please dont waste your time waiting for a callback or sit on hold for an hour to speak to someone. If you're experiencing constant audio and channel problems. Just follow these simple steps: Restart your wifi and TV box once a month. This will save you a headache trust me (dont trust me). Call them and speak to the managerHow to install my Ubiquiti gateway into my Telus fiber home network?
Hey guys, I want to move away from Telus' equipment and install my Ubiquiti UCG-Fiber and U7 Lite access points. I currently have fiber internet, Optik TV with legacy equipment, and a home phone. In the network panel, I have a Telus-supplied NAH, WiFi booster 6E, and some splitters. What is the purpose of the MoCA port on the NAH? I have no idea why there are multiple splitters installed and with RG-6 cables on them. I want to clean and tidy up the network panel as it's a total mess. Is it possible to remove the NAH and plug the ONT, legacy TV equipment, and home phone to my UCG-Fiber? I know the internet works if I connect the ONT directly to the UCG-Fiber's WAN port. If not, is the best case scenario to leave the home phone and legacy Optik equipment with the NAH, and then bridge one of the LAN ports and connect that to the UCG-Fiber? Not sure what a NAT and double NAT are, but will this problem occur with this setup? I have no interest or desire to install Rogers' Internet service. For my security, is there a way to unplug Rogers' equipment from my house, or if it's a condo? I'm contemplating installing MoCA adapters. Looking for advice on how to best optimize my new home network/topology. Thank you!
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
