Telus workers made my basement flood
We had Telus workes installing the new cables at our house last week. We noticed that they ruined part of our front yard, not only the grass but small plants and bushes. By that day I was upset, but moved on. Today, we had a rainy afternoon around here. We were away from home, and by the time we got back, our basement was flooded. Water was coming from the basement window. It was caused by the new Telus cable that wasnt dig deep enough, and was left behind with a slope coming down to my basement window. Before then, that area around the window would be completely dry after each rain, since we had a slope in the opposite direction and the plants were protecting it. We had to rebuild the slope to avoid more water coming down during the rain, and it was easy to spot Telus’ new cable. I’d appreciate to hear back from you on what you are going to do to remedy this situation.
Subject: Request for a Fair Renewal Offer for a Long-Term TELUS Customer
Dear TELUS Customer Care Team, I am writing regarding my TELUS account. Previously, this account XXXXXXXXX was under my wife’s Neha, and it is now registered under my name Vikas account XXXXXXXXX ( Since4 plus year with telus). Our family has been a TELUS customer for many years, and we have consistently paid our bills on time. My current two-year contract ends 18th of August. However, I was informed that TELUS does not have a better plan or any meaningful offer available for a long-standing customer like me. I find this extremely disappointing. After maintaining a loyal relationship with TELUS for so many years, I expected the company to recognize that loyalty by offering a competitive renewal plan. It feels as though the time and commitment we have invested as TELUS customers have not been valued. I respectfully request that you review my account and provide your best available plan, including any loyalty, retention, or renewal offers. If no reasonable option is available, I will unfortunately have to consider transferring my services to another provider. Please treat this matter seriously and respond with a clear written resolution. Sincerely,
Connect App doesn't pause
Have been an optik internet customer for a few years, but just tried to use the app for the first time 2 days ago because I want to be able to pause the kids internet at night since it's summer and they go to bed later than me. I can login to the app, it sees my Modem/Network Access Hub (Technicolor NH20T) and Boost Wi-Fi 6 (Arcadyan Boost 2.1), and shows the connected devices list. But when I try to pause one of the devices I get the error "Oops Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again." I have tried doing a pinhole reset on the modem and on the boost then uninstalling and reinstalling the app. Once the app eventually found the modem online again and I tried to pause something again and got the same error. Called customer support, after an hour on the phone she was stumped and said she'll call me back (with no reference number or anything, I honestly didn't think she would) and she did call and leave me a message about 4 hours later saying this is a known issue and they are working on a solution and they will send out an update when it's fixed (when? how will I know?). Does anybody have any information to corroborate or contradict this? Or any suggestions for me?
PureFiber support factory reset modem and now upload and download never goes above 800mps
I spent 2 hours on the phone with tech support who clearly didn't know anything other than the script. I have not had 1.5gpb upload since my install earlier in the week nor was bridge mode working. He had me factory reset the modem and then after 45 mins, had needed to have second level support assist just to get it back online. Upload speeds still capped at 800gps and now my download speeds are capping around 800gpbs. It was at 1.5gb before the reset. All he did was make it worse and never fixed the bridge mode. Basicly he gave up after 2 hours on the phone (sounding like he hated being there the entire time) and hung up because "the office was closing". The installation tech was also afwul because he said we couldn't even use bridge mode and only tested that the wifi was working but never confirmed the speeds... I am running off the 10GB port on my NAH.
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.
Secondary DNS Server not working
Hello, the secondary DNS servers pushed to the router by DHCP are not working, both for IPv4 and IPv6. This has been ongoing for a while. The above is captured from the router. Pinging 75.153.171.116 with 32 bytes of data: Request timed out. Request timed out. Request timed out. Request timed out. Ping statistics for 75.153.171.116: Packets: Sent = 4, Received = 0, Lost = 4 (100% loss), Pinging 2001:568:ff09:10a::116 with 32 bytes of data: Request timed out. Request timed out. Request timed out. Request timed out. Ping statistics for 2001:568:ff09:10a::116: Packets: Sent = 4, Received = 0, Lost = 4 (100% loss), Telus should not push DNS servers that are not working. Rogerrouting issue
Hi, I’m reporting a routing issue. A specific domain (jpg6.su) times out on Telus home internet and Koodo mobile, but loads normally on other carriers, VPNs, and web proxies. The site returns ERR_CONNECTION_TIMED_OUT only on Telus/Koodo. This looks like a routing or upstream peering issue. Could this be forwarded to network engineering?
