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As far as I`m concerned the IP can`t be changed on the Actiontec, I`ve never done it and wouldn`t. There are good reasons to leave the IP address of the Actiontec at its default setting. Optik requires the Actiontec have the firmware that it comes with, or that TELUS sends to it at a later date. There is QoS in the firmware that is required for the product to work.

Optik is an IP TV service that is delivered over your internet. TELUS provides internet in additional to Optik. The services coexist, and as a result of the required Optik QoS not all internet peripherals or software routines can or will work with Optik and or its related equipment.

If you have specialised internet requirements that the Actiontec can`t address then you are free to purchase your own router and install it behind the Actiontec. The Actiontec is configured to the 192.168.1.0-254 address range. If you need to connect a second router YOU need to set that router to ANOTHER range. TELUS does not have to change the Actiontec because their service will work as intended with their equipment set up as intended. So you see it`s you adding the second router that requires a different IP be used, so why is that TELUS`s responsibility?

Even if you install your router behind the Actiontec and set it to DMZ you may not be able to get certain peripherals to work, this is because of the QoS. This can`t be changed.

My suggestion? If you have complex network requirements don`t sign up for a service agreement until you know your `mission critical `components, software etc work with Optik. If they don`t, you may have to consider other options. It`s not a TELUS techs job to reconfigure all your equipment or your router, that is `customer owned equipment` and is your responsibility. Some techs will, but none are required to. In fact TELUS discourages techs from working on customer`s PCs due to liability issues. We are internet providers, not technical support techs, if you want technical support type techs call Geek Squad. TELUS techs are concerned with your TELUS service, not your PCs or peripherals, you`re expected to know how they operate.


Just my opinion.


- another TELUS tech
 

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so if a customer had a tv that was connected fine with the telus owned D-link modem/ router, and then the actiontec modem/ router was then installed again owned by telus and the same tv with the same service and settings no longer connected to the internet and the tv tech says it is a modem router issue. Then in your oppionion who do you think is responsible for making the connection to the new modem/router work? AS a telus employee? SHould the customer have to take a course on the modem router when it doesn't even come with a book?
 

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Wiremonkey, I totally agree with you. TOTALLY!!!!

"SUCK IT UP!!"

When I sign up for three years, no one have told me TELUS's roter is lousy.
When I sign up for three years, no one have told me TELUS's tech support is useless.
When I sign up for three years, no one have told me I have to wait for an hour to listen to on hold music and spend one minute to talk to a tech and finally get an answer "sorry, i don't know".

Yes, I suck all these up. Therefore, I came here to seek for help.

rewrite, thanks for your great help!!

I just need to be able to change my ip. A simple task that could not be done by a great company. If TELUS can not offer their customer a full functional router. They should consider to give out separate devices instead all in one and stop advertising how nice their all in one is.
 

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TELUS provides the service as is. You get Optik IP TV and an internet connection. There are no promises that your peripherals will be able to use that connection. TELUS makes no statements that I'm aware of that they will troubleshoot your internet connection problems to your peripherals. As a TELUS tech my responsibility to you as a customer is to set up the service to ensure the TV is working and that you have link & surf from your Actiontec on LAN and WiFi. If your PC or equipment won't connect, but my laptop will, thats not TELUS's issue. We are NOT Geek Squad, we don't work on your gear. Period. Full stop. Go see Geek Squads rates and understand, we're giving you free install, not personal tech support for all your toys. Geek Squad wants nearly $100 just to come plug in your TV.

If Optik doesn't work as provided, then its not for you. Its that simple. So yup, suck it up. :)


- another TELUS tech
 

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WireMonkey, for the advanced users, they know what they are doing and if something breaks, they know how to bring it back to its original setup. They don't need telus support on customized setup (and we all know how bad their CSR are so this is obvious even telus provided setups). I break the actiontec many times but I restored the connection back everytime.

What these customers need are the options to do advanced setup in the telus provided routers. These people are not trying to get Telus to help them setup their network. They are just looking for an option to set up their network the way they want by THEMSELVES. They are not trying to destroy telus. So I failed to see why you are so against this and keep asking your customer to suck it up. In my opinion, you are really destroying telus image, and you should stop saying you are a telus tech if you want to post something like that. There are many ways to say custom setup are not recommended but you choose the worse way to say it. We don't owe you anything and in fact, we pay money for the company you work for. So please remember this.

As you stated, it is not telus's issue if your customers PC/equipments doesn't connect and yours works, so why telus don't allow their customer to fix their equipments by themselves? These customers are not asking telus to troubleshoot their equipments, they are just trying to find a way to fix their own issues. For me, I never call telus to talk about tech issues because they really don't know much about the product they are providing.
 

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@ rewrite

I am in no way 'destroying TELUS's image", try not to be so histrionic please.

My opinions are my own, read my profile.

I identify myself as a TELUS tech because I am, and it is out of consideration of this forum's policies that I identify myself as such, so as to be upfront about where I work, particularly if and when I compare Optik to say Shaw or another competitor. I think thats just good ethical behaviour, I've never intended to represent TELUS on this forum. TELUS has no representatives on this forum as far as I know.

I never log onto this forum from work or on work time.

I don't represent TELUS here I represent Wiremonkey, for you to state otherwise is untrue and inaccurate, in addition to being ill informed.

If you have an issue with me please feel free to take it up with the mods or an admin. Don't bait me in your posts, I'm much too old to care.

FYI, I have never told one of my customer to suck it up. They usually stop their questions when I say "that's not supported". I have told people here on this forum that they wouild have to suck it up, but thats my opinion, remember I do get one, just like you. I save that as my closer if you will, for when people don't understand that what they want isn't supported.

Just to be clear, I don't make the rules, or the policies of TELUS, but I am required to follow them in my work and by extension I make every effort to give honest answers here that are based on reality and my experience with the Optik product.


- another TELUS tech

(like it says in my profile, "my opinions are my own!")
 

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My opinion is thats incredibly lousy customer service. Telling a paying customer to "suck it up" when a perfectly reasonble request is just another sign of what is wrong with companies like telus.

I called in a little while ago because the actiontec was having issues (couldn't bring up the page to forward a port).

after 10 minutes answering the same question on the phone, very patiently doing everything that was asked. Finally I got told that they don't support this and the only troubleshooting they do is to configure the wireless settings. I was offered a fax number for actiontec.

Is trying to forward a port really that much of a request? I wasn't trying to alter the QOS settings. I wasn't trying to do anything complicated. I just needed to setup port forwarding so I could use some programs.

But thanks to a modem that has been continously having issues (can't access config page at all, logs me out when I try to forward a port, DHCP quits working on the wireless, etc...) I couldn't even get something that basic done. I try to get help and get nothing. Now I can understand some things being unsupported and/or actively discouraged (as you pointed out QOS settings are needed to ensure proper television support) but when the modem can't do something as basic as NAT then support should be stepping in to help.
 

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same problem here , my customers use VPN to connect at their business and normally we install a small business grade router like sonicwall or fortinet so TELUS just muck up this setup , one customer called me because he could no longer connect to his business and after some research I discovered than telus change his local ip network to 192.168.1.x and the customer also use 192.168.1.x in is business so you CAN'T connect two network together with same SUBNET and telus don't want us to do this ! , bravo TELUS another good reason to push my customer at cancelling your service and buy something else. TELUS is the new BELL ,
 

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Posts have been edited and removed.

While its perfectly acceptable to complain about Telus' policies, it is not acceptable to throw inflammatory comments at another member of this forum who is trying to help and/or explain, whether they are a Telus employee or not.

In addition, Digital Home has a zero tolerance for swearing and vulgar language.
 

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wiremonkey,

Well, not the nicest way to put it, but I agree, optik is not for everyone. Anyone who want's to use their own gear may find they spend more time battling with telus then enjoying the service you pay for.

On that note, just a correction to your statement:
"We're giving you free Install" <-- No you're not. I pay for the service, having it setup is part of that fee.

Moving on, I think a good majority of the Telus issues are based around the fact that when you call to sign up for the service, the minions answering the phone are not very forth coming with what restrictions may be in place prior to sending out a tech to actually do the install. Either they don't know, or just choose not to say (and when you mention you have servers, it would be mildly considerate to at least mention they block all the good ports...a different rant though)
The same applies for hardware upgrades. They do not tell you that you may lose certain abilites (such as controlling your own DHCP) that where not a problem with previous equipment.
Now it may be stated that "that's not their job", but that's a matter of opinion. Telus get's paid for a service, unless you are in violation of that service it's none of their business how you use it. However yes, it is up their tech's support if it changes! Unfortunately, the outcome will become "not supported". They don't know why it doesn't work, the users don't know why, so it's just "not supported". Sure wish I could get away with that excuse when I can't figure something out.
Fact is they have been complained too enough about this that it is a known issue. If telus was forthcoming with this information however, they would most likely not be able to enroll as many customers, and enter much fewer contracts. However they can keep on cashing out on the existing ones.

So in summary "Optik T.V is not for me" (getting that on a t-shirt btw). I am taking my subnets, routers, and servers back to shaw. Charge me for the extra bandwidth. At least I'll spend time using the service as opposed to researching why it doesn't work!
 

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Incoming voip calls busy (same problem with as MrDaniels)

I used to have a Telus 2Wire that worked great with my VOIP phone. When it died I received a replacement Actiontec router which caused one problem with my VOIP phone. I can make outgoing calls and retrieve my voicemail but incoming calls go straight to voicemail (or busy if the voicemail is disabled) Setting up the SIP ATA on DMZ did not help. Telus will only support the advanced configuration and my voip provider says there is nothing wrong on their end. Since the only change was the Telus gateway I would love some help getting my phone service back normal.
 

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I've my VoIP behind my Optik and ir works just fine for incoming calls.

It shouldn't be necessary to put the ata device in DMZ, but I would recommend it just to make things easier. BTW, make sure you put a strong admin password there, just to be safe.

Could you please give more details about VoIP provider, ATA device, ports etc?
 

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I just logged into the Actiontec via 192.168.1.254 in my web browser. I was surprised to see that it already had the latest firmware installed and I was prompted to change user and password. I then went into the Wireless and turned everything off, found the Upnp and turned it off. I went and turned on the DMZ and be sure to click on the "Apply" before leaving any of these pages and wait for the Actiontec to update and return before moving on.
I plugged in my router to ethernet 1 port of the Actiontec but no connection.
I went back into the Actiontec and set up the DMZ with the assigned IP address that was given to my router. Clicked on Apply and exited back to my router which was now connected and providing wireless to my laptop. I then plugged in my Linksys Voip to the WAN port on my router, not the Actiontec and it works fine. All wired and wireless IP addresses are provided by my router through it's ethernet ports or wireless connections. The VOIP works through the WAN port of my router and behind the Actiontec :p

P.S. Please note : I did not download or install any firmware from any website. The latest firmware was already installed prior to me getting the Actiontec so those who have the old firmware installed, you may want to trade it out for another Actiontec that has the latest firmware installed or buy an Actiontec and install the latest firmware yourself.
 

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Using Netgear WNDR3700 with Optik TV and Actiontec V1000H

The D-Link DVA-G3810BN/TL kept flaking out on us; we were losing TV and Internet with increasing freqeuncy. I called up Telus and they came by with the Actiontec V1000H to replace the D-Link and modem. The Telus installer apparently looked at our Cat 6 patch panel, 24-port gigabit switch, etc. and decided he'd just leave the box with my wife and let me figure it out when I got back from work.

To summarize, I didn't see a way to add static DHCP assignments or DNS on the Actiontec, so it wasn't going to work for me. I was also not going to change my LAN from 192.168.1.x: 2 desktops, 5 laptops, Synology NAS, LaserJet 5Si/MX, Soundbridge, Squeezebox Radio, PS3, PSP, iPad, Blackberry. After a bit of investigation, I found this link that allows you to change the LAN IP of the Actiontec: http://192.168.1.254/advancedsetup_lanipaddress.html

PLEASE NOTE: If you set the Actiontec V1000H LAN IP to 192.168.0.x, it appears that Optik TV will not work. So I set the V1000H LAN IP to 192.168.2.254. I also disabled wireless, UPNP, Firewall, etc. I decided to make the Netgear WNDR3700 WAN address 192.168.2.1, so I configured this IP as the DMZ on the Actiontec.

I then configured my Netgear WAN IP as 192.168.2.1, with 192.168.2.254 as the gateway and DNS server. The Netgear LAN IP is 192.168.1.1, and it's now back doing DHCP, Wireless, Port Forwarding, etc.

The Netgrear WNDR3700 is plugged into LAN port 2 on the Actiontec V1000H, while the Cisco PVR is connected to LAN Port 1.

So far so good, as I'm now basically treating the Actiontec as a modem.
 

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Exactly what I was looking to do, THANKS!!

SD

PLEASE NOTE: If you set the Actiontec V1000H LAN IP to 192.168.0.x, it appears that Optik TV will not work. So I set the V1000H LAN IP to 192.168.2.254. I also disabled wireless, UPNP, Firewall, etc. I decided to make the Netgear WNDR3700 WAN address 192.168.2.1, so I configured this IP as the DMZ on the Actiontec.

I then configured my Netgear WAN IP as 192.168.2.1, with 192.168.2.254 as the gateway and DNS server. The Netgear LAN IP is 192.168.1.1, and it's now back doing DHCP, Wireless, Port Forwarding, etc.

The Netgrear WNDR3700 is plugged into LAN port 2 on the Actiontec V1000H, while the Cisco PVR is connected to LAN Port 1.

So far so good, as I'm now basically treating the Actiontec as a modem.
 

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Could not use IP 192.168.2.254 as it was causing random issues with Optic TV. I Changed to the default IP 192.168.1.254 and all is well..

SD
 

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Well that didn't work out too well :-(

Getting past the double NAT lifestyle (PS3 worked fine), routing through both the Netgear and the Actiontec resulted in the Actiontec deciding to reset itself once or twice a day. So I ended up with the following configuration:

I flashed the Netgear WNDR3700 to use DD-WRT v24-sp2 (08/07/10) std. Everything is now on the 192.168.1.x subnet, as follows:
Netgear with DD-WRT, 192.168.1.1 providing: DHCP, DNS, UPnP, Wireless
CiscoPVR, 192.168.1.50
Actiontec, 192.168.1.254 providing: Routing, firewall (low), port forwarding to NAS, scheduled access (restricting wireless netbook access)

While this was far too much annoyance, everything has been running now for a couple of weeks without issue.

I do object that there is no firewall logging information available to me from the Actiontec, and that overall, configuration options are extremely limited; certainly much more constrained than the previous D-Link model provided by Telus. In the ideal world I would like to be able to buy my own device, and have Telus publish the VLAN/QOS parameters for supporting the OptikTV IPTV service, and then provide just the modem.
 

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I had to make an account to make a post in this thread. seems a fair bit of my searches bring me to this forums anyway.

I run the IT department for a municipality in AB and due to these new modems the town will be moving off Telus services. After the business end not listening to a specified date needed to roll IP's on a line upgrade, we lost dns/exchange for a day. Then the plain old jane modem was replaced with one of these new pieces of garbage without our consent blew apart the networking in place. We lost VPN and other LDAP/AD services and half the network had to be rebuilt to support a new IP range cause Telus refused to listen to the needs of an entire municipality.

When wiremonkey says suck it up, regardless if it was on Telus' behalf or not it's enough to hold back some rather distasteful words. We are paying a LOT of money / month to not get listened to or have our opinions matter. Is why why are changing providers cause lets face it i don't need Optik for my servers, i needed what i had before not being given a choice on my network @ work and @ home. I've advised all town staff that need functionality to do with the VPN to do so as well.

Bottom line is these modems are not all that great. Telus does not make any glorious firmware changes, they take the existing firmware and restrict it. They did it on the seimens and the previous 2wire models that support would often tell you "Turn of WPA and use WEP" Serious? I had all WEP passwords broken in my area in a day... That's what I should use at home and at work?!?

Taking away features is ignorant especially when people say oh that's all they need. When you buy a car you don't let the dealer take off reflectors cause they think they're unneeded. It's a lesson Telus will have to learn as they lose customers by not listening to them or their needs. It's already cost them more then several thousand a month this month alone. So this time people lose the ability to do any form of basic VPN without third party software, next time? Who knows..
 
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