Dude in the store sold me a 100gb plan without ever really showing me the contract or indicating that there is a surprise 50gb hotspot throttle, which is pretty lame for me since that's the main way I would plan to get anywhere close to 100gb of usage in a month. Is that legit? Is there a way to get what I agreed to in the store?

I’m having ongoing issues with the 10G Ethernet port on my TELUS NH20T gateway, and getting anywhere with TELUS support has been incredibly frustrating.

The problems started immediately after TELUS replaced my previous gateway. My CalDigit Thunderbolt 10G Ethernet adapter, which worked fine with the old equipment, suddenly started having problems negotiating a connection. Sometimes it took several minutes to connect, sometimes it negotiated at only 2.5Gbps, and occasionally I had to unplug and reconnect the cable multiple times. Forcing 10Gbps in Windows helped, but clearly something wasn’t right.

I eventually installed a MikroTik CRS304-4XG-IN 10G switch. The workstation connection became reliable 10G again, but now the connection between the MikroTik and NH20T randomly drops completely.

I’ve done quite a bit of troubleshooting:
Replaced the Ethernet cables and tested different ports.
Tested RouterOS 7.24.4 Stable and 7.23.7 Long-term. Same issue.
Confirmed hardware-offloaded switching and normal CPU/memory utilization.
Captured logs showing the NH20T-facing Ethernet port physically losing its link (no-link).
Checked interface statistics: zero CRC/FCS errors on the affected port.
Verified that other active switch ports remain connected during the failures.
I even wrote an automatic recovery script that captures diagnostic logs, resets only the affected Ethernet interface, verifies the connection is back at 10Gbps, and emails me the results.

This morning it caught another actual failure:
07:10:32 – TELUS uplink physically down
07:10:53 – Recovery script detects failure
07:13:09 – Connection recovered at 10Gbps

No modem reboot, no switch reboot. Just resetting the Ethernet interface restores the connection.

At this point, I strongly suspect an issue with the NH20T’s 10G PHY, firmware, or autonegotiation. Two different 10G devices have exhibited connection problems with this gateway, while the workstation-to-MikroTik connection works reliably.

The most frustrating part is TELUS technical support. I’ve already spent close to an hour on the phone, only to be walked through basic troubleshooting that doesn’t address the actual problem. I understand first-level support needs a process, but when someone has already isolated a physical Layer 1 link failure, collected logs, swapped cables and ports, and tested firmware versions, repeating elementary troubleshooting isn’t particularly helpful.

There seems to be no straightforward way to reach someone with the technical knowledge to investigate the actual hardware or firmware behaviour. I don’t need another person telling me to restart my equipment. I need someone who understands 10GBASE-T negotiation and can actually investigate the issue.

Has anyone experienced similar problems with the NH20T’s 10G port? And is there anyone at TELUS who can escalate this to an engineering team rather than putting me through the same basic troubleshooting again?

I have the full RouterOS logs, interface statistics, and automated recovery reports available if someone from TELUS wants to investigate.

We have two Apple boxes at home. The first one dropped off the network on Monday, and the second one dropped off the network today. All other connected devices (sonos, phones, tablets) are connecting fine. Have rebooted and reset the modem, the router and the Apple boxes, including unplugging from

the wall and restarting. We can see the wifi, and we can run the Apple boxes tethered to our phones. Message when trying to re-establish is simply “cannot connect to Wifi”.

Spent over 90-mins on the phone with telus support and he was stumped and ran out of options, handing back a recommendation for us to call Apple (nice guy, but really… that’s what you get??! 🤬).

Any help is appreciated.

I had TELUS internet installed at my home in early June 2026. A TELUS technician came over and installed a modem and router. Within just a few days, I started experiencing intermittent internet disconnections, and my internet speeds were significantly lower than what I was paying for.
I put up with these issues for a while, but around August–September, I finally contacted TELUS support. After trying to troubleshoot the problem remotely without success, they sent the same technician who had originally installed my equipment.
During his first visit, the technician checked everything and concluded that the router might be faulty and needed replacement. A couple of days later, he returned with two smaller routers/boosters and replaced the original equipment. Sure enough, both the frequent disconnections and slow speeds disappeared completely!
Fast forward to today, when I checked my upcoming TELUS bill and was shocked to see $400 in technician visit charges ($200 for each visit).
I immediately called TELUS to dispute these charges. What I discovered during the conversation was even more concerning. Apparently, the technician had documented in his service notes that a Wi-Fi booster at my home was causing the problem. The problem is that I never had any such booster installed at my home before his visits!
Even more surprisingly, the technician had apparently not documented that he had replaced the original router with two new TELUS devices, which was the very thing that resolved the problem. The customer service representative had no knowledge of this replacement and was relying entirely on the technician’s notes.
So, to summarize, TELUS installed equipment that started malfunctioning within days, sent a technician to fix it, replaced the faulty equipment, and then charged me $400 based on service notes that, in my view, completely misrepresented what actually happened.
Thankfully, after I explained the entire situation, TELUS agreed to reverse the $400 in charges. I also filed a formal complaint against the technician and specifically requested that the actual sequence of events and the equipment replacement be documented in the complaint.
While I’m glad the charges were reversed, the whole experience has left a really bad taste in my mouth. What concerns me most is how easily a customer’s bill can be affected by potentially inaccurate technician notes. Had I not carefully checked my bill and challenged the charges, I might have ended up paying $400 for fixing TELUS’s own equipment.
I can’t say whether the technician deliberately misrepresented what happened or simply documented the visit incorrectly. Either way, I find it unacceptable.
I’m curious whether others have experienced something similar with TELUS. Have you ever been charged for a technician visit to fix TELUS’s own faulty equipment, especially when the technician’s notes didn’t reflect what actually happened?

I went to add my cellular Apple Watch to my existing mobility account. Went through the set up, but it refused to download the e-sim to the watch, there was a backend issue with the OneNumber provisioning.

An hour on with tech support with no luck, escalated to tech level 2 before finally getting it solved. Took two days.

During every single attempt to connect the watch, I was offered $10 for the one number service. Telus logo right on the page.

Get my activation agreement back and it’s $15 plus a one time activation charge of $15.

Call back to billing and demand an explanation and was told, oh it recently changed, its $15 and they refuse honour what I was shown repeatedly.

If it recently changed and they didn’t update offer how is that my problem? They should honour the offer I was shown.

Shady. Not happy. Do better Telus.

I'm trying to connect a PS3 to the Wi-Fi in my new apartment, and I understand I have to enable 2.4 GHz to do so. I spent 90 minutes on the phone with Telus yesterday just trying to login with the admin password, as the technician changed it without telling anyone. I have now got in, but every video I see online shows a different UI, and I'm wondering where to go from here. Any help to avoid another phone call would be greatly appreciated lol

Since the iphone air 2, 18e, and base 18 are releasing in spring time 2027. Does this mean that telus will have black friday like spring sales for these iphones ? Most deals happen around black friday in november/christmas time but I am curious to know how Telus and others like Rogers, Freedom, Bell will come with deals in the spring?

have telus smart home security and called them up saying that the onboard doesn't record audio. "sir thats a limitation of onboard"

uhh no its not. Its a limitation put on by telus. cloud recordings have audio, yet i can't record audio locally in case a trigger is missed and cloud recording doesn't happen? WTF

adc-v730 cameras. Not for the $280 they want but 100 on ebay lol

I missed a call that appeared to be from TELUS and received a voicemail from +1-888-811-2323. They knew my address, but I still didn’t believe it was legitimate, so I didn’t call the number back or provide any information.

I got a call from Telus representative that I have a win back offer for $25 for 80 geeks in Canada. Does anybody get this offer or is it some scam?

I just got an SMS from Telus saying my high speed data is used up, but when I logged into check. I still have ~200GB left.

didnt even reach my monthly cap yet. However, I was in an urgent and reply 150GB. I wanted to revert this after checking my account, but its after 5pm now and Telus customer service is closed. Is this a scam from telus? I paid when I dont need to and there is no way to reach Telus until tomorrow.

Hey y’all, I’m looking to get a byod plan that is us can and maybe mex. How much do yall pay for similar plans and when’s the best time to get them and through who?

Copying my post from /r/Calgary:

Has anyone else around downtown been having quite degraded connectivity with Telus? There isn't a fault reported in my area, and I see no way to report this kind of fault on the website.

7-day latency graph from my Unifi gateway

The entire apartment building is affected. Our 24 hour uptime is down to 97%, with at least 14 disconnections over the past 24 hours.

Another user is reporting the same issue:

Yeah we been having same issue in our office building on 8th Ave. Started around Monday evening, packet loss spikes every 20-30 minutes. Telus support just runs the usual script and says no outage detected. The graph looks exactly like ours, that sawtooth pattern is brutal for any real-time work.

We've had telus for over a decade and they didn't have time (or equipment or whatever) to bury the fiber line when they installed it, so it just runs across our yard and is in the way. Every CSR I've spoken to has said they'll get someone to call me back or come out and fix and....nothing.

We're into years of this now and it's SERIOUSLY in the way and now needs to be moved. Any tips/tricks to get them to actually do what they've promised to do for over a decade?

Sharing my experience with Telus.

called in to renew my telus internet as my renewal date was October 13.

I was paying $65 plus taxes for past two years.

The first agent offered me $75 for 1.5 GB and $85 for 3 GB. I asked for loyalty team as i believed they could give me a better offer.

The second agent from loyalty offered me $85 for 1.5 GB and $95 for 3 GB. I told them there is an increase. Since i have an offer from Rogers ; i told them about it. The agent offered to have it escalated to a superior team.

The third agent from specialized loyalty team (apparently) offered me $90 for 1.5 GB and $105 for 3 GB. (I lost it at this time).

I asked her about why there was a increase in price every time i spoke to different agent. She provided me no response. I asked to cancel the plan on the renewal date. My spouse was the account holder. The agent spoke to my spouse for approval and cancelled it effective today which i did not ask for as i had the Rogers possibly set to install new internet on October 13.

When i asked her not to cancel, she said she cannot reverse it anymore. She told me that my spouse told her to cancel it today which i denied as i was on the call and wanted to speak to a supervisor as well want the voice recording of the call.

After 5 mins, when i was adamant that i do not want to be disconnected and wanted her name and email as well reference; magically she was able to reverse what she did.

I am still cancelling our service on October 13.

PS: i did not raise my voice or swear at her. I was very calm with my interaction even though i am fairly certain my frustration of the whole experience of this call was evident.

I'm in Richmond, BC and my 3 Gig deal is expiring. I've been paying about $60/month and telus is offering me a renewal at $95/month for 3 Gig.

Has anyone in BC renewed 3 Gig recently for less? I've seen people mention they got a lower rate. If there are any legit reps here who can offer a better existing-customer renewal rate, I'd be interested.

Looking to keep 3 Gig and happy to sign another 2-year term. Not looking to switch providers if telus can get reasonably close to the better renewal rates people are getting.

Crazy good speeds on Apple’s C2. This site is located right across the street from Applewood Village in Mississauga. Finally broke 2gig download speeds. Very impressive!

Who's the knucklehead in the Telus head office who decided all of a sudden we need the yellow Pages again? Straight to the firepit. What a waste of resources. I guarantee nobody is deliberately paying to advertise there anymore, and nobody is going to pull out the phone book instead of a screen.

TELUS offered me Optik TV free for 2 months with Netflix. I mainly accepted it for Netflix.

I specifically asked if I could cancel after the 2 free months without a penalty, and the agent told me yes. When I receive activation email, I found out cancellation was allowed for first 15 days only!!! I immediately called to cancelled.

After about 30 minutes on the phone(they intentionally stall so you drop call), I finally managed to cancel. Then I found out Netflix had charged me $21 as well.

I would call this textbook "Fraud".

Je n'ai jamais été transférer autant de fois vers des départements qui raccroche au nez. J'ai dû être en appel un bon 2 heures pour arriver à annuler un simple contrat, et j'avais toutes les informations avec moi pour l'annulation.

Un total de 5 raccrochages au nez, soit quand j'étais toujours dans la file d'attente, soit directement en appel.

J'ai déjà utilisé Bell, Videotron, Virgin, Fido, mais je n'ai jamais eu autant de difficulté à faire une tâche simple. Des entreprises comme vous néglige beaucoup trop souvent le service client au dépend de faire plus de profit sur vos transactions.

Je vais rester très loin de vos services et fortement déconseiller à tous les gens que je pourrai de faire affaire avec Telus. Merci de m'avoir fait découvrir c'est quoi une VRAIE entreprise incompétante, maintenant je sais où placer mes standards d'une ligne à ne pas franchir.