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.
How to get partial refund from Telus?
I cancelled my home internet and service was stopped on June 24th when the 2 years contract ends. Before cancellation, the last billing was for $117 (new charges after 2 years). I chatted with agent and they said "When service is discontinued mid-cycle, we adjust the charges to reflect only the days you actually used the service—in your case, from June 14 through June 24. I sincerely apologize as we are unable to customized your bill as of the moment and here in telus it will automatically generated by the system as your bill will be posted based on your billing cycle. However I assured you that you're only paying for the service you actually received." Well, guess what? My account was charged the full $117+. How do I get my refund? For my last billing, I should only be charged from June 15 to June 24. Not till July 14!
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.
Waiving early termination fee for moving to address that does not provide same service
Hello, I am considering moving to a new address and recently contacted TELUS to inquire about transferring my current service. During my conversation with a support representative, I was informed that fibre service is not available at the new location. The highest speed available there is only 150 Mbps, compared to the 940 Mbps fibre service included in my current agreement. I signed up for my TELUS service based on the availability of fibre internet, and I would be happy to remain a TELUS customer if the same or a comparable service were available at the new address. Unfortunately, that is not the case. Given that TELUS is unable to provide a comparable service at the new location, I respectfully request that the early termination fee be waived. This situation is not the result of a voluntary downgrade or a change in my service needs, but rather the lack of equivalent TELUS infrastructure at the address where I may be moving. I have been a loyal customer and believe that waiving the early termination fee would be a fair and reasonable resolution under these circumstances. I would appreciate your consideration. Thank you.
Extreme Packet Loss / Late Packet Issues every few days?
Hi all, Every few days (sometimes multiple times a day), packet loss will go through the roof. This affects things like Facetime, Zoom, and even games and has been extremely inconvenient. A reboot of the router fixes the issue, but only temporarily. I haven't been able to try over ethernet, but the problem definitely happens across multiple devices all at the same time. It also tends to resolve itself a few hours later? See attached images for packet issue examples. Have plenty more... I recently upgraded to the PureFibre X Internet 3G plan from my 1G plan before. Have been with Telus for close to 10 years now and never had issues like this... In the upgrade, technician upgraded me to the new Wifi 7 Router (B30A) from the Telus Wifi Hub Router. He also made some changes to my Fibre Connection outside, I believe. What can be done to fix the issue? What is even the issue? Is this a router problem? A This has been driving me crazy. I've resorted to restarting the router on a daily basis using a timed plug, but even that is not resolving things fully. Thank you in advance... Things I have tried: Disabling the AP Steering, Band Steering, Legacy Steering Getting a replacement B30A Router Changing DNS to 1.1.1.1 on devices
