3Gbps service to 6Mbps and no support
This afternoon my internet seemed to die. Rebooted the router. Haven’t had to do this ever thought it should be fine. Thing’s were not better after the reboot. Did a speed test from computer directly connected to the router. 6Mbps down less than 1Mbps up. On Fiber???? Tried to get support. Was told I’d get a call back in 25 minutes. Hours went by. Sent another request after jumping through all the Ai support hoops. Hours went by no assistance. Asked the chat bot for chat with human support. It took me to the contact page where that chat function takes me back to the useless AI assistant. So many rogers reps come to my door. Going to inquire and if compatible. Maybe make the switch. Been completely hung out to dry on this one.
Upgraded to Optik TV Android Box - Profiles
We have multiple Telus Optik TV Android boxes (TelusTV-24S). We upgraded from the old Optik boxes. They all powered up and work just fine except we never get a "Who is watching?" screen where I can choose between the profiles. When it was first set up on the home page it shows a spot down the page to create them which we did but after selecting one, it goes back to the Home Screen. Each profile has a different profile pic. We cannot find any profiles. On the "Home" screen, I have a "Settings" tab, which has a "Gear" icon, but when clicked, this doesn't allow me to do anything with profiles. Under settings- device settings- accounts and profiles - has no accounts listed(we can only sign in to google there). The profile selection screen at telustvplus.com doesn’t show up either. We updated the software and did a couple of factory restarts to no avail. We have called telus customer support a couple of times with no help. The first time after getting the boxes a week ago and was told to wait a week and call back if it wasn’t fix as the boxes all weren’t on the account yet. The second time (yesterday) was told we have to have a google account signed in for profiles to work. (I told them I don’t want that because that’s not what I was talking about but have since tried signing in with a google account and that didn’t do anything). It seems to me the people I’ve talk to don’t understand what we mean even when both times have been with them on video while trying to explain. I’ve mentioned the telus webpage about the profiles (user-profiles-optik-tv) and was told it’s wrong and that can’t be done. In looking on this site, it seems the solution may be an account setup issue not a hardware issue but nobody with customer support seems to understand. Maybe someone here can help. Has something changed with the profiles and the webpage hasn’t been updated? ThanksCan't login anymore to Telus Connect app
For no reason, I can't login anymore to the Telus Connect app. It keeps saying "we are unable to login in at this time, please try again later.". It was working fine before. I've tried everything, clear the app cache and data, uninstall and reinstall the app, I also rebooted the modem router, but nothing works. This really sucks because I can't control anymore the internet schedule time for my kid. I really wish we could have a web interface for the app as an alternative.
Telus delay of starting my service contract took maybe on the 30 day cancellation period.
Oh gosh, where do I even start on Telus issues. For now let’s talk about how the delays that Telus caused said I got my account and contract took me on their cancellation period they’re saying. How can I get a reasonable person on the phone to talk to - someone sides people giving robotic answers that the management behind them tell them to say. Just getting very rigid answers by the book that ignores the details I give them of what their billing mistake is. . . it doesn’t help. up to almost 6 hours on the phone with customer service AND Loyalty/Customer retention. Even more ridge.Connecting Arcadyan PRV65B to TP-Link Deco AX3000 X50
Hi all, I’m setting up my Telus Arcadyan PRV65B Wi-Fi hub with my Deco X50 mesh. With bridge mode off, the Deco works perfectly, I get strong, fast wifi throughout the house. I want the Deco to manage routing, so I switch the Arcadyan to full bridge mode. When I do, wifi drops completely on the Deco: the light flashes blue and yellow during setup but ends up solid red. I’ve set VLAN ID 35, priority 0, and tried cloning the Arcadyan’s MAC to the Deco. My in-wall Ethernet ports work fine. Tried power cycling and hard resetting both. Tried wiring the Deco into all 4 ports. The top light on the Arcadyan (Wi-Fi) is red, but the front internet light is green so bridge mode to be works correctly. I can attest to this as my smartTV is hardwired and connected with no issue. What am I missing, and how can I get the Deco to handle routing correctly to get the wifi working?
Latency/Packet Loss to Access Hub / Router
Hi all I have Telus fiber and it has been pretty much fine for ~1 year, but getting connection issues today. Figured I would ask the community before reaching out to CS, have seen lots of helpful posts. I have the white square Network Access Hub (NH20A) as well as the small Boost 2 router(?), and have been getting huge latency spikes and packet loss basically leading to a complete disconnect for ~1 minute. My wifi connection to the router remains at full strength. An example of this happening below, with charts showing constantly pinging the Network Access Hub and the Boost 2: Access Hub: latency up to 2650ms with 100% packet loss for 1-2 minutes Router: latency up to 520ms with 100% packet loss I've tried restarting both -- any other ideas before I reach out to CS? ThanksInconsistent internet access
I live in Agassiz, B.C. This problem began the same night the wild fires in Yale started a few weeks ago. Our internet access all of a sudden is intermittent and goes off for no reason which also affects the TV which is new and was part of the internet package from Telus. A few times the disconnection has been brief and the TV will connect again on its own but to date I have spent over two hours on the phone trying to get help. I've rebooted the wall box multiple times, have gone through trouble shooting with Telus call centre agents in other countries. Two weeks ago it seemed to rectify itself but now it's down again - repeatedly. I reboot the box and it comes back up again for a bit but then disconnects. Is there a problem with the actual wall box?? The installation tech said the wifi should work in a house up to 4000 sq.ft. and mine is smaller so there shouldn't be a problem but in retrospect I should've taken him up on his offer to hard wire. I am fed up with this. Fibre optic seems to be unreliable and I am not satisfied with having to tether to my cell phone on a continual basis. I work at home and I do not want to have to spend more useless hours on the phone. I am also told that I will be charged a service fee of at least $200 to have a technician attend if the problem is my fault which I can't see because I haven't done anything to the Telus equipment which was just installed late March of this year. Is anyone else out there having the same problem? HELP!!
