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post #1 of 17 (permalink) Old 2015-10-13, 08:41 PM Thread Starter
Join Date: Nov 2009
Location: Calgary, Alberta
Posts: 96
Questions about Telus Internet

I just wasted a couple of hours on chat and on the phone trying to get answers from a Telus CSR for these questions:

1. Does Telus allow you to use your own vdsl modem?

2. If not, are the Telus supplied modems any good?

3. Does Telus charge an installation fee for customers who move to another apartment and want to continue their service?

4. If I have internet only, does Telus charge a dry loop fee?

fovea is offline  
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post #2 of 17 (permalink) Old 2015-10-13, 09:58 PM
Join Date: Feb 2010
Location: Cal Gary
Posts: 505
Q1. I read some post here saying they use their own modem.
Q2. I have the Telus Modem/router ActionTec V1000H which works very well.
Q3. Don't know
Q4. I use VOIP home phone over Internet. But I have Optik Internet and Optik TV. I do not have to pay dry loop.
TechGuy8 is offline  
post #3 of 17 (permalink) Old 2015-10-13, 11:22 PM
Join Date: Sep 2013
Posts: 107
Q3: i wasn't charged a fee when I moved apartments in 2013
mdmenzel is offline  
post #4 of 17 (permalink) Old 2015-10-14, 05:08 AM
Join Date: Mar 2010
Location: Interior
Posts: 1,833
No dry loop. I have Telus for internet only with and shaw cable and sat.
I think their modems are fine. I plug in my own router for wireless but probably not necessary.
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post #5 of 17 (permalink) Old 2015-10-14, 09:10 PM Thread Starter
Join Date: Nov 2009
Location: Calgary, Alberta
Posts: 96
Thanks. So Telus won't let you use your own modem?

Forgot to also ask: How long since being a former customer does Telus consider you a new customer? (i.e. with Shaw it's 6 months).
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post #6 of 17 (permalink) Old 2015-10-15, 01:23 AM
Join Date: Sep 2008
Location: Vancouver, BC
Posts: 422
Officially, Telus doesn't let you use your own modem. Some people have made it work, but it's not a supported configuration, and you may be asked to remove it if you have any trouble.

Telus considers you a new customer after 90 days.
Gilles is offline  
post #7 of 17 (permalink) Old 2015-10-17, 08:31 PM
Join Date: Dec 2010
Location: Abbotsford
Posts: 34
Q1: You will have to use their modem, however if you request the T1200h instead of the V1000h, you can enable bridge mode and use your own router. The modem part itself is excellent and will cause you no problems.
Q2: The modem is great, the router is okay. It's only [email protected] for wireless, and has most regular features that 99% of us need. If you need more see my post above about getting the T1200h version that has bridge mode built in
Q3: AFAIK there is no fee unless it's your fault they have to come out, and that doesn't include first time installation. I'm sure you can get fees waived anyways by threatening to switch.
Q4: No dry loop fee, though you lose any discounts that are added when you bundle.
parrelium is offline  
post #8 of 17 (permalink) Old 2019-06-03, 12:47 PM
Join Date: May 2005
Posts: 1,203
Telus email not working!
We have not been able to Send or Receive any email since shortly after 9:21 a.m. Friday, May31/2019! There have been no announcements either on the radio, TV, or newspapers. The only thing that I've heard about it was that someone posted,on a blog,that there was a major outage in Metro Vancouver and Victoria since May 31.
I phoned their Help Line and instead of getting a person I could talk to; a woman typed, "Hi, my name is xxxxx how may I help you?" So, I typed back the problem and all she said was, "We are experiencing a major outage in the Metro Vancouver area." I typed back that I all ready knew that and when can I expect that it will be fixed? She replied that they were working on it!
The really piss-off part is:When I contacted Telus to re-set my Pass Word they replied that they will send an email on what steps that you have to take to re-set it. Obviously, I didn't get their email because their system is broken!
We are seriously thinking of changing Internet carriers because this is really bad customer service!
MAXAM is offline  
post #9 of 17 (permalink) Old 2019-06-03, 01:12 PM
Join Date: Jan 2011
Location: Mission BC
Posts: 728
Not just Vancouver according to the Telus forum. Alberta as well.
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buckycat is offline  
post #10 of 17 (permalink) Old 2019-06-03, 01:22 PM
Join Date: Aug 2005
Location: Winnipeg, MB
Posts: 16,049
Most providers have a service status page - I found Telus' here:

I took a quick look and it seems like the problem is an Intermittent error when accessing the webmail interface that started May 31 and re-appeared near midnight June 1.
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Dr.Dave is offline  
post #11 of 17 (permalink) Old 2019-06-03, 02:07 PM
Join Date: May 2005
Posts: 1,203
Thanks Dr Dave! However, our problem isn't an Intermittent error, it's a Constant error! I even got my son, who is an I.T. manager, to check our computer. He tried for an hour to fix it but no joy! And, I would think that a major company like Telus would have posted some information on the Web, local TV News, or the radio about it but we've not heard one word that they are experiencing a "Major Outage" in the Metro Vancouver area as the woman called it on their Help Line.
The main reason we want our email restored is: My wife has been in and out of hospital since May 3 and had two different ultrasounds, two different CT scans, and a laparoscopy to find out why she is having severe abdominal pain and constant diarrhea and nausea. She recently had another blood test at a lab and we wanted to see her latest results on BC's on-line e-health site that shows any abnormal values of the test. BTW: I check my PSA results on there, yearly.
MAXAM is offline  
post #12 of 17 (permalink) Old 2019-06-03, 02:22 PM
Join Date: Jul 2018
Location: Vancouver
Posts: 21
I use Windows Live Mail for multi email accounts.
All seem to be working OK with Telus mail today, yesterday and before.

Two days ago I called in to discontinue Crave and HBO trial and the wait time was 30 mins so that's unusual.
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post #13 of 17 (permalink) Old 2019-06-03, 02:35 PM
Join Date: Jul 2018
Location: Vancouver
Posts: 21
I also use gmail on my phone (Koodo) and just switched to my Telus account and a bunch came through right away including today, yesterday etc..
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post #14 of 17 (permalink) Old 2019-06-03, 03:13 PM
Join Date: May 2005
Posts: 1,203
Well, we also have Firefox and Mozilla Thunderbird so maybe that's where the problem originated. Most of my family use Hotmail for their email and they don't have a problem.
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post #15 of 17 (permalink) Old 2019-06-03, 11:03 PM
Join Date: May 2005
Posts: 1,203
On the website, there's lots of complaints from all over Canada complaining of loss of service and they are all really P.O.ed! Some have lost their Telus email,Internet,and TV service! BTW: You have to type in in the empty box and hit Check.
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