internet
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TELUS & SHAW NIGHTMARE
TLDR: Canadian ISPs need to get their crap together. Telus did not inform me I could no longer have internet until I called in on install day. The excuse they provided is either BS. If SHAW is not giving Telus permission to use the SHARED conduit, the CRTC should mandate that ISPs can not deny their competitors using the only conduit available. SHAW should provide their tech with better fish tapes and offer better pricing for internet. A SHAW contractor himself said he uses purefiber at his house… Preliminary stuff: We were moving to a new house. Using the Telus pure fiber map and calling in, I was told I could get fiber to my house. I also checked with shaw, and they too could provide internet. The house is new, so it has ethernet wired everywhere and places to mount APs on ceilings. From my media panel, there is a fiber cable running to the Telus termination box outside. Here is where my troubles start… Telus! I used to love you guys, but you guys royal f***ed me… Initially, I got a gig internet for 55 dollars from an in-store rep. But the representative who gave me this deal accidentally created two move requests—one with the regular gigabit pricing and one with the 55 dollar pricing. When I called Telus, the first person could not override the appointment and transferred me to the manager. Here is where the manager goes oh no… The instore rep gave me too good of a deal, including gigabit for 55 + $350 bill credit + 10 dollar mobility discount and two new boost 2.0 AP's. The manager informed me they couldn't do this as it violates the company policy of not discounting more than 40%. He said the instore rep, to get me 350 bill credits, signed me up as a new customer, and I would have to pay 200 dollars for the early cancelation. Whatever, I will pay it because I am getting a killer deal. But it's a no-go, so after 2 hours on the phone, we come to a gig for 60 dollars plus a 100 bill credit. We also managed to book the move/install date for the day we move into the new house. Whatever is still a good deal, but I am annoyed I had to spend so much time on a mistake on their part. A day before moving incomes, I ring up Telus to ensure everything is still in place because with online exams and siblings working from home, it must be up. This is where my annoyance turns to anger… The person on the phone tells me he doesn't see any install. I tell him I have an email saying it will be installed and give him the number associated with the install. He tells me there is a note saying it can not be installed. He says this note was added on April 12th. It is now the 18th. WHY WAS I NOT INFORMED?? It was planned for the network to be set up on the 19th. The manager said he would be there to help me through the process and keep me updated as he knew how critical it was to have internet, but that was a lie. I ask to be transferred to a supervisor as I am frustrated, and he says the manager who handled my case should have informed me. Well, duh, but if I can get an email for an installation date. Should I also receive one for the cancellation no? He informs me nothing can be done because the shared conduit is owned by shaw, and they are not giving Telus persimmon to run their lines through it. There is pure fiber overhead servicing houses across the street. But they can not run it to our house as it's an underground service. I find this BS. I can see the fiber cabinet three houses up my street. Furthermore, I don't think a single company should have access to a "shared" conduit. We will touch back on this topic later on. Now I have to go to shaw, which is in every which way an inferior ISP. They do not have same-day install, so they come on the 20th. It's now one day without internet, so we go to the library to study and work. The shaw person comes and while pulling the cable through the conduit. The coax cable slips off the pull string. So now he tries feeding his fish tape into the underground cable box, but he can not and leaves. He says he called in a special drop team who will come today. Surprise, the drop team can not make it the same day, so they come tomorrow. Thus another day without internet. They pull the cable themselves, but they do not have the modem. I asked if they could terminate the cable, and I could go to the mall, pick up the modem, and self-install. (All in-house wiring is terminated). He says no can do. I even offered him 20 bucks and soda. I recall shaw, and they said sorry, no tech can come today as we have to book one day in advance. So in total, I end up with three days without internet while dealing with studying for finals and writing online exams in the library vs. my house. All this could have been avoided has Telus informed me once they found out they couldn't run the cable if the initial shaw tech had a longer fish tape if the second tech could've terminated the coax, and I picked up the modem myself. Another note is that the shared conduit stuff is bull**bleep**. Imagine buying a car, but you can only drive it if you put shell gas because shell owns the car's fuel tank. How does the CRTC allow this to happen? I tried to help the first tech with pulling the cable, and we spoke regarding Telus pure fiber. He said the shared conduit stuff is bs because Telus has conduit installed from the fiber cabinet into the underground bunker thing.12KViews0likes8Comments
New to Fibre Phone/Internet: Installation & Wiring questions
HI. So our Strata Complex is switching over to Telus PureFibre, but we didn't get any explanation on how it "should" be done. I have reviewed what Telus says on there FibreUpgrade page, and tried to understand The-Story-of-My-Fibre-Install forum post, but I have some questions. My Line Diagram for Fibre installation: TELUS CO --- "Last 100 metre" Cable Phone Pole --- House (External) --- Drill Through Wall --- Fibre Goes where?? Telus runs Optical cable from the CO to the "last mile", and then to your home. But where on (or in) your home does the Telus Fibre Optical cable terminate and what is that called (Demarcation box? )? Does the Telus Fibre connect to an active "Fibre-to-Copper" conversion box? What is the general term for this box, and what is the 2021 current brand / model that they use (so I can look up its datasheet 😄 )? I assume this conversion box connects up to the existing (twisted pair) copper wiring you have in your house (so no need to run Cat 5e or 6, copper Ethernet cables, or different then RJ11 copper phone cables), so that you can use all your current phone and router electronics. Is this a wrong assumption, and if so what does the conversion box output? In a multi-level house / townhome, will Telus run the Fibre cable to the mid-level of the house even if the current copper house wiring terminates on the ground floor / basement? Now that I write this maybe that isn't the best idea, but the thought of having an active "fibre to copper" conversion electronic device in my unfinished parking garage, on the ground floor, rarely monitored, seems like a bad idea (heat/fire safety for example, or just dust, car soot, and bugs damaging it). What would be the recommended way to "hook up" Telus PureFibre to a 3 level Townhome, where the 1st level is just a ground floor garage? Personally I would like to see all active electronics on the 2nd level, somewhere above the garage. Thanks, and feel free to add any information you think I didn't ask but would be good to know - links are fine.11KViews0likes3Comments
Internet Equipment Return via Canada Post, status changed from "Out for del
Hi, Has anyone encountered this issue when returning their Telus internet equipment after their contract ends? Item was out for delivery on Jul 28 and expected delivery was Jul 30. Status then changed to "Item delayed — stay tuned for updates" today. Not sure what my next steps should be, do I contact Telus or Canada Post? Just don't want to be on the hook for not returning the equipment. I packaged the equipment (modem, cables, and power brick) in a box, took a picture of all the content in the box along with piece of paper with my account number, address, name, and phone number as per return instructions. Also have the Canada Post receipt with the tracking number. Thank you in advance!Solved7.6KViews0likes9CommentsDestiny 2 is borderline unplayable on Telus
Well, borderline unplayable in PVE. Completely unplayable in PVP. There are widespread reports of players on Telus fibre internet (a major telecom in the area) getting consistent 'connecting to destiny servers' messages, baboon errors, enemy rubber banding, bad hit detection, etc. https://www.bungie.net/en/Forums/Post/260785848?showBanned=0&path=0 https://www.bungie.net/en/Forums/Post/260790745?showBanned=0&path=0 I can personally confirm. For the record. I have 1000/1000 internet, connected via ethernet cable, with port forwarding. Running a VPN to Seattle fixes the issue. I have the willingness, wherewithal to do so [even though I shouldn't have to] but a lot of people probably wouldn't even think to try. These issues began on March 17th. I'm not sure what changes Telus made to their network at that time, but they need to fix this asap.Solved7.4KViews3likes6Comments
Moving To A New Apartment, What Do I Need To Do?
In a week I'm moving to a new apartment, I still have a month or two left on my Telus plan and was wanting to bring it with me to the new place, what do I need to do. Do I have to notify them and get a technician or can I just move my router there?6.1KViews0likes3Comments
No notification of price increase?
Hello, I had some monthly promotions expire as my term ended, as well as some other price increases on my monthly internet plan. It was a huge increase in the monthly price, made months ago. I only noticed it today. Telus didn't bother to properly notify me. Why not? Thanks!5.6KViews0likes4CommentsTelus pure fibre connection help
Hello everyone, I had my home tv and internet connections upgraded through my Strata. Telus came and installed their pure fibre wires and new boxes to connect to my suite. Now I have recently upgraded my TV and AVR to 4K compatible tech and purchased cat 8 Ethernet cables. However I just noticed that I didn’t replace the ones that came with the Telus hardware ONT/T3200m. Now my question is, what cat rating is the cable that would have come with the Telus equipment, specifically the ONT box from the wall that connects to the T3200m, and do I need to upgrade that cat cable.? Please help, thank you5.1KViews0likes3Commentsfrequent optik tv and internet freezing
We have been seeing and increase in the frequency of our optik tv and our internet connection "freezing" this started several months ago and was happening every two weeks or so. This "freezing" now happens daily, even though i have been restarting and re-initializing the Optik TV boxes at least once per week. The TV boxes are direct Ethernet connections to the Telus modem. Most internet users in the home are wireless but the freezing also occurs on the wired PC(s). We have a doubled ADSL connection as Telus has Zero plans to install Fiber to our neighborhood. Has anyone experienced this and if so, was there a remedy? To date online customer service Techs have not been able to replicate the issue and have only recommended that i periodically restart the modem and set top boxes. Given the amount of money my household is paying to Telus each month this has become a waste of money.Solved4.9KViews0likes1CommentMoving from a Telus Home Service Area to a place with No Telus Home Service
Hi! I’m moving from Edmonton to Miramichi, and am around my 1 year into my 2 year plan. I’ve seen mixed responses, but Telus Wifi doesn’t have coverage in Miramichi, some people say I will be able to leave my contract without having to pay and others say I still will. Anyone have any clarification?3.9KViews0likes1Comment