PureFiber support factory reset modem and now upload and download never goes above 800mps
I spent 2 hours on the phone with tech support who clearly didn't know anything other than the script. I have not had 1.5gpb upload since my install earlier in the week nor was bridge mode working. He had me factory reset the modem and then after 45 mins, had needed to have second level support assist just to get it back online. Upload speeds still capped at 800gps and now my download speeds are capping around 800gpbs. It was at 1.5gb before the reset. All he did was make it worse and never fixed the bridge mode. Basicly he gave up after 2 hours on the phone (sounding like he hated being there the entire time) and hung up because "the office was closing". The installation tech was also afwul because he said we couldn't even use bridge mode and only tested that the wifi was working but never confirmed the speeds... I am running off the 10GB port on my NAH.
Abbotsford MDU: Trapped on G.fast profile with over 50% upload speed deficit
Hi Telus Team, I need help from the MDU PureFibre Deployment/Engineering team to process an Address Database Correction for my condo suite in Abbotsford, BC. The Issue: I'm subscribed to a symmetrical PureFibre 940/940 Mbps plan, but my unit is incorrectly provisioned on a legacy RJ11 G.fast copper deployment using a Balun filter and a white bridge modem. G.fast cannot sustain symmetrical gigabit speeds over copper telephone wire, so my upload is severely throttled. Hardware-level Speed Test: Testing directly from my Ubiquiti Dream Machine Pro SE 2.5G WAN port yields roughly 834 Mbps download / 654 Mbps upload on average, with peaks near 600 Mbps upload. This means I'm permanently missing approximately 12% of my download and 30-54% of my upload speed due to copper frequency constraints. Hardware Instability: The G.fast bridging equipment is unstable under peak throughput. The modem occasionally suffers packet buffer blowout and drops the WAN link entirely, causing intermittent disconnections. My building was previously retrofitted for true FTTH. There are flat telecom access panels directly above the unit doors in our hallways housing hidden micro-duct conduits. My unit was bypassed during the initial rollout because the previous resident didn't grant access. I'm the current owner and have no issue granting access now. Architecturally, the run is straightforward: my unit's internal patch panel sits right beside my front door, about 3 meters from the nearest gray hallway access panel. I need an engineering ticket submitted to update my address profile from G.fast/Copper to FTTH Available, and a field technician dispatched to pull the fiber drop from the hallway panel into my suite and terminate it into a standard Telus Network Access Hub (NAH). Can a Telus employee on the forums help? I don't have confidence that calling support will yield results.
Returning an Optik Box
Hi there, I have two questions: I have on Optik Cable box from 2011 which came with the box, cable and remote control. I had to get a replacement Optik box because the other one had stopped working. When Telus sent me the new box, they just sent me a box and the cable cord, no new remote control. I want to know what I need to return? Do I just return the old box and old cable, but keep the remote control? Or, do I need to send the old remote control. The old remote control does work with the new box. Also, I would like to get to get a new remote control as the old one isn't working 100%. What do I need to do to get a new one, to ensure its compatible with the new Optik box?
Thank You SLUIS for Your Assistance
I would like to express my appreciation for the assistance I received during my call on June 22, 2026, at approximately 10:35 am. I called TELUS again and spoke with an agent named SLUIS, who was very helpful, clear, and professional. He took the time to explain my situation properly, including the approximate difference in fees between canceling on the contract end date and canceling on the billing cycle date. His explanation helped me understand my options and make an informed decision. SLUIS also assisted me with the cancellation process in a respectful and efficient manner. After my earlier experience, I truly appreciated his professionalism and clear communication. Please pass along my thanks to SLUIS for his excellent customer service.Service Cancellation
I am writing to express my disappointment with my recent customer service experience and to formally advise that I wish to cancel my service because there is currently no suitable offer available for my home. On 22-Jun-2026, at approximately 9:00 am, I contacted TELUS customer service to discuss my options. During this call, I was transferred between three different representatives and spent approximately one hour seeking assistance, yet my concerns were not resolved. In particular, I spoke with an agent named Melody, on 22-Jun-2026 at approximately 10:00 am. I requested clarification regarding the difference in fees between canceling my service on the contract end date versus canceling at the end of the billing cycle. Unfortunately, Melody was unable to provide a clear explanation of these charges. More concerning was the manner in which the conversation was handled. Rather than helping me understand my options, she responded with the comment, “Just do whatever you want to do!” I found this remark dismissive and unprofessional. As a customer, I expect clear information, respectful communication, and reasonable support when making decisions about my services. While I understand that internet service providers may operate with limited competition, customers should still be treated with courtesy and professionalism. I am disappointed by the amount of time spent seeking assistance and by the quality of service I received. I hope TELUS will review this matter and take appropriate steps to improve the customer experience.
Unannounced rate hike and bill after cancellation
Well, where shall I start? My internet bill used to be 50 dollars and last year it randomly jumped to 75 with no notification. In addition, I found out Telus kept charging me for security camera for THREE years after I no longer used it. The truly audacious part is that, after I cancelled my account, I was hit with another bill of close to $100 for a period where my usage of their service is absolutely ZERO and with the modem returned. Having been using Telus for years, this makes me not wanting to return to it at all.PureFibre installation request for condo building?
Wondering if anyone has had success requesting a PureFibre installation be run to their condo building (specifically a low-rise, 12-18 unit size one)? I'm in Edmonton, in the Old Strathcona neighbourhood, and when I check online it says PureFibre is not available for my building, but the infrastructure obviously exists because every single detached home on the same street can order it today. Assuming this is a matter of getting the last few feet of cable installed and then wired in the building (which I recognize might be expensive). Currently stuck with Rogers at 1 Gig speeds, would prefer to switch to Telus and the 3 Gig when my contract is up in December, but not sure if this is possible or not. Any tips on how to request this kind of hook up would be appreciated.