Home services cancellation fee applied despite special circumstances agreement
Last summer I contacted telus to renew our father in law's internet and home service agreement. I was offered a good plan but I explained, I'm the POA for a 91 year old senior with dementia. He likely will either pass on or be moved to a home during the length of the 2 year contract. I was assured by the support staff that the fee would be waved due to special circumstances, also said he would write a note on the account, the cancelation fees would be waved. Well, it happened, he moved, I added an additional phone line to the new residence and a month later I called to cancel the home services. That's when issues started. The customer service said, no exceptions, nothing on the account. The fee is $285 to cancel. Doesn't matter what I was told before, made me feel like I was lying. I tried to escalate, he refused to and said, want to cancel or not?. I felt trapped and agreed to pay but now, I want to escalate, maybe go to a news media especially that I see cancelation fees will be illegal starting in June. Let's take advantage of a 91 year old vet with dementia. How can I get a refund for this fee?Help me understand the MoCA port on the Arcadyan NH20A and optimize my network topography
So my NH20A has a MoCA port, and it's connected to an RG-6 cable in the structured media enclosure. The PVR is connected to the ECB6250 via Ethernet, and the other end of the adapter is connected to the Coax port in the wall. Is it possible to plug a switch into the ECB6250 so that I'll have additional Ethernet ports for WiFi or wired connections? If this doesn't work, can I swap the ECB6250 with this? https://www.amazon.com/Adapter-High-Speed-Ethernet-Streaming-KB-M3-02/dp/B0DMFLBZZ5/ref=mp_s_a_1_1 Since the NH20A has a MoCA port, I'm assuming I won't need a MoCA adapter for it. I'm assuming I'll just need a MoCA adapter for the rooms where I'll need internet and TV. If the room already has a Coax port and the TV works through it, then I'm assuming it's just plugging in the gear for internet and no other configuration is required? What are the specs of the NH20A's MoCA port? Is it capable of 2.5GbE? What is the maximum number of adapters it'll support in the mesh? If I want all of my STBs hardwired, can I use MoCA adapters to do that and keep port 2-4 of the NH20A free for other uses? Then I'll bridge port 1 for another router. What do you guys think of this topography?
Can't log in to Telus Connect app
Can not log in to my Telus Connect app. Every time I try it says it can't login using 'my account' and yet every option given brings me to Telus My Account. I need to log in to the Connect app for my wifi/modem. I have already... reset the modem Force stopped app Cleared cache app Uninstalled/reinstall app Oh! And my admin password says it correct when I try doing it that way Help!
Moved within city - Crazy ping difference
Wondering if anyone else has dealt with this. I recently moved within Edmonton and my average ping to pretty much every game server went up about 40-70ms across the board (Seattle, NYC, etc.). I'm on PureFibre, hardwired in. Testing alongside a friend still at near old address, we take completely different routes to the same servers. My traffic now seems to bounce around inefficiently before actually making its way out. I have traceroutes from both locations showing the paths diverge immediately. I tested ExitLag as a troubleshooting step, and it recovered about 50ms, which seems to confirm the issue is in Telus's routing rather than anything on my end. Has anyone had any luck getting Telus to look into a routing issue like this?
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?
Port 80 / 443 port blocking ... again
There are already a few threads with this question, I've already reviewed the relevant documentation: https://www.telus.com/en/support/article/telus-hsia-security-measures-policy --- Port 80 is reporting Connection Timed Out... This is not coming from my router and the tcp connection does not appear to make it to my network (confirmed by closing ports and validating with IPv6 to alternate network devices bypassing the IPv4 rewrite and NAT). Does the above doc need to be updated? I likely would not have switched to Telus if they were transparent about this blocking. HTTP/1.1 502 Connection timed out Date: Mon, 30 Mar 2026 16:52:06 GMT Connection: close Cache-Control: no-store Content-Type: text/html Content-Language: en Content-Length: 219 <HEAD> <TITLE>Connection timed out</TITLE> </HEAD> <BODY BGCOLOR="white" FGCOLOR="black"> <FONT FACE="Helvetica,Arial"><B> Connection timed out</B></FONT> <!-- default "Connection timed out" response (502) --> </BODY>
Moving
I'm about to schedule the transfer of my internet service to another apartment. Should I be present during the "installation"? Meaning, do they go inside the apartment? I'm just very busy and not sure when and how I can be present for that. It's possible that the apartment already has the modem (not sure, but I saw one in a similar building when I was looking for a rent). If it does, do they still need to physically access the apartment? And what do I do with current modem then? Do they come to pick it up eventually by taking an appointment with the landlord?
