My telus.net email was deleted by Telus yesterday
After cancelling my Norton Online Security account by phone with Telus yesterday I discovered my Google workspace Telus.net email had been deleted. It appears no other service has been affected. I have Internet, iCloud email, Gmail etc still active but I need my historical emails from the Telus.net address. I can't log in to Telus. I had to dial zero and get transferred to an agent yesterday who said it would take 24 to 48 hours to recover my email address. Has anyone had similar issues?
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.
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.Rude Agent
I am writing to file a formal complaint regarding a call I had with a TELUS representative on September 23, 2026, at approximately 12:40 p.m. Pacific Time. The representative identified himself as David Kitwa, employee number 400397. During the call, he advised that I was required to provide my online banking information in order to pay an activation fee before he would honour the offer he had presented. I was not comfortable providing my banking information and declined to do so. Instead, I offered to pay the activation fee using my credit card. I provided my credit card details; however, I was later told that the activation fee could only be processed through online banking and that my credit card could not be accepted. The conversation then became very concerning. I was told that if I did not complete the activation through my bank, I would not receive the offer. The representative also stated that he would place a note on my account so that anyone viewing it in the future would not provide me with service. I found these comments threatening, inappropriate, and completely unacceptable. I ask that TELUS review the recording of this call and investigate the representative's conduct. I would also appreciate clarification of TELUS's policy regarding activation fee payments, specifically whether customers are ever expected to provide online banking information and why a credit card payment would be refused. If any negative or misleading notes have been placed on my account as a result of this interaction, I request that they be removed immediately. I also ask that TELUS honour the offer that was originally presented to me, if it is still available. As a long-time customer, I expect to be treated with professionalism and respect. I would appreciate a written response outlining the outcome of your investigation and the steps TELUS will take to resolve this matter. Thank you for your prompt attention. I look forward to hearing from you.
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.
Connect to network access hub: external hard drive
I have a external hard drive connected to my router which have all my movies and TV shows on which I can access via samba share on my home network. Telus recently upgraded me to a network access hub and WiFi 7 booster, tried to connect my hard drive to the network access hub via the USB port just like I did before with my old router, and I login into the admin settings for the network access hub and It doesn't see the external hard drive in the samba share settings. Do you know what I'm doing wrong thanks
Possible missing equipment: can't set up fibre internet
Hi everyone, I'm having a problem setting up internet in my apartment. On August 29, I signed up for Telus Fibre internet; earlier this week, my equipment arrived. In the box was a Telus Boost Wi-Fi Lite. The problem is that I have no way of connecting this device. I followed the setup guide, but the first question it asked was whether I had a network access hub or a Wi-Fi jack. I have neither--just the jack where the fibre cable comes into the wall (see attached photo--it's the uppermost box). This, of course, won't accept the Ethernet cord that came with the Boost Wi-Fi Lite. I spoke to a customer service representative, who said it was possible that the apartment's previous tenant had taken away equipment they should have left in the apartment at the end of their tenancy. I'm certainly no internet expert, but it seems that the Boost Wi-Fi Lite doesn't work without at least some supplementary equipment (possibly a network access hub?), none of which is anywhere in my apartment. I had a support callback scheduled, but I never got it for some reason. I called today, and I spent several hours on hold before the system hung up on me, so I'm reaching out on here. I'll keep calling the support line, but if anyone here has any solutions, I would really appreciate it. I'm a student and need internet now that classes have started. Thanks in advance for any help you can offer! FB
