Telus TV mini - such a downgrade
Had our 3 old Telus Optik boxes replaced with the minis. What a downgrade: The feed often freezes or just goes blank, particularly when pausing live TV Periodic notifications that the remote has "disconnected" and the whole system becomes non-responsive Severe lag when using the skip forward or backward feature - just feels unstable Cannot extend recordings beyond the pre-determined time (make recording sporting events almost useless) Any suggestions for work arounds - or can we just request that our old (but functional) boxes get returned?
Disappointed with Infrastructure Installation Process
Just venting here because I can't find a way to lodge a complaint elsewhere without being a customer. We were given notice back in June that fibre infrastructure was being laid in our neighbourhood and we were excited to have an alternative to Rogers or Bell that could handle gigabit+ speeds. We had applied to have a drop installed on our house to be able to use the service once it became available. Someone came around, we filled out a form and were told it would take "a couple weeks" for the work to be completed. Reasonable, but that was back in July. It is now October and we've had a line buried on our property (as expected) then dug up again and a coil of cable left in our garden for over a month. Some objects in our garden were also moved as part of the work and have yet to be replaced. No one I am able to get a hold of can tell me when the work will be finished, when the cables will be removed from my garden and when they will put it back the way they found it. Someone on the phone today blamed Bell for this and told me to call them. This is not a great way to make a first impression on potential customers. If Telus can’t complete a basic installation in a reasonable timeframe or communicate clearly about the work, I have little confidence in how they would support the service afterward.
Telus Optic TV Setup Charge
When the technician came to set up our Fiber Internet and Optic TV, we were told that if we needed help getting our TV set up, there would be a $100 charge. We were told explicitly when we ordered the services that there would be NO CHARGE for anything regarding installation or setup. This has already left a VERY BAD FIRST IMPRESSION where we feel as though a clear "bait and switch" is happening designed to take advantage of people who are not tech savvy or worried that they will have problems setting up their TV service.
Stream+ payment method
I would like to use my Debit/Credit Mastercard instead of my regular Mastercard. When I do, the message appears: "There was an issue processing your payment. Ensure the card information you entered is correct. Check that your billing address matches your card's address. If you still have problems, try using a different card, or contact your banking institution." I've ensured all my address for Mobile/Home all match. Are debit/credit cards not allowed?
Pure Fiber 5 Gbps Service not running at advertsed speed
I am requesting a technical escalation for my 5 Gbps PureFibre service. Current performance is approximately 2.8 Gbps down and 3.9 Gbps up despite multiple hardware and provisioning changes. Frontline support anf field techs do not have the tools or knowledged to resolve this issue. Test history: • 3 Gbps, Nokia XS-250X-A: 2.1 down / 2.9–3.0 up • 5 Gbps, Nokia, initial profile: 2.5 down / 3.4 up • 5 Gbps, replacement NAH: 2.2 down / 3.0 up • NAH after final profile: 2.4 down / 3.2 up • Nokia after reinstall and final profile: 2.8 down / 3.9 up Optical levels were checked during both installations and reported within range at -14 to -15 dB. All measurements were run directly from a Ubiquiti UDM Pro Max connected to the Nokia ONT or NAH using Cat 6A and a 10 Gbps SFP+ converter. No intermediate devices were in the test path. Network filtering, packet inspection, IDS and IPS were disabled. The repeatable improvement with the Nokia ONT, combined with the continuing download and upload limitations, suggests a provisioning or upstream network issue rather than a basic customer-equipment problem. Please escalate this case to a senior network or provisioning specialist to verify: • The account and circuit are provisioned for the full 5 Gbps service • The correct profile is assigned to the Nokia XS-250X-A • No port, VLAN, traffic-policy or backend rate limit is applied • The serving infrastructure has sufficient capacity • Provider-side testing confirms throughput directly to the ONT I do not want another general field visit that repeats hardware replacement and optical-level testing. The next step should be a review by the team responsible for provisioning and upstream performance. If the 5 Gbps service cannot be delivered at this location, I request an appropriate adjustment to the plan or monthly charge for the remainder of my contract. Thank You.
Disappointed with Telus Cable and internet service
Joined Telus about 2 years now and like clockwork every weekend the cable and apps on Telus box buffers with error messages. One customer service rep said it was my brand of television but I never had this issue with Shaw. The fibre optics is just poor. It’s annoying to troubleshoot every time you turn on the television.Disabling UPnp on NH20T hub
My home setup does not include the need for gaming or other activities requiring UPnp to be active. Leaving UPnp open creates a security risk because the protocol requires no authentication. There is no obvious UPnp toggle available when logged in as admin to the NAT interface. Since I'm trying to be proactive in securing my network against external threats, I'd like some guidance on how to disable UPnp which is likely set to active by default.