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Review by TechToo See Profile

  • Location: Edmonton, AB, Canada
  • Cost: $40 per month
  • Install: about 3 days
I've got a Cisco modem and is rock solid! Only times waiting for support > 5 minutes is upon outages. 24/7 Live Service!
Rarely DHCP gets flakey, but normally back on under 15 minutes
Great value for money.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I've been lucky to get a Cisco modem and the installation was done fabulously. I was one of the earlier subscribers in my community and so it took a little bit to get everything going as I'm on NT Server and a new service technician was along to train. The guys were very friendly and professional.

I'm now a tech support at the aforesaid telco and the variety of user knowledge is astounding.

In my personal opinion, almost all clients are fabulous. They are very patient with the call times when outages occur. Like any other customer service industry there will be the very few frustrated and irate customers. And we all know that frustrated/irate individuals tend to blow off a lot steam - which in turn adds to the wait time for others.

Seeing the inner workings of my ISP is pretty cool and can admit that it's unfortunate that the individuals who post negative reviews are unable to appreciate all the advantages of having this type of technology in our communities.

member for 23 years, 5 visits, last login: 22.9 years ago
lodged 22.9 years ago

cshaffer
join:2000-06-05
Addison, TX

cshaffer

Member

hmmm

Well if their service isnt working due to something wrong on your end, wouldnt you call if you couldnt fix it?

WrongedByTelus
@207.34.x.x

WrongedByTelus

Anon

Rock Solid.. hah!

Well, if you've got a Cisco modem you're most likely either in Edmonton or Calgary. It's too bad they don't give those out anywhere else (or in Edmonton anymore for that matter). Everything now is that 3Com HomeConnect crap with Alcatel junk in the CO's... blah.

I've had my DSL go down more times than a cheap, well, you know the joke. Performance during peak usage seriously stinks, to the point where dial-up through work on a 28.8 would be faster. Don't even get me started on ping times. I'm sorry, but there's no excuse for pings of 1500+ ms on regional1 and regional2. If your routers are that busy, upgrade them! Quit being so stingy and actually USE the bandwidth you have from UUnet.

You say that the worst customers are those "Network Administrator" types who phone up complaining of things you don't control or fix, and that if they're a Network Administrator they shouldn't need help in the first place. I know when I phone, I phone because something is wrong on YOUR end, and if YOU can't help me because something is wrong with YOUR network, then you should pass the call onto someone that can. The best one I've heard to date is, "Oh, well, if you think your connection is slow, here's the number for TAC, you phone them and complain." Let's just say the support supervisor I talked to about that particular comment wasn't too thrilled about it when I told her.

I also like how help.telus.net lists service outages 2 weeks after the outage occurs. Great stuff, boys! Keep it up!

If you had asked me about my DSL a year and a half ago when I first signed up, I would have nothing but praise for it. But since then, it's been steadily, and I mean STEADILY getting crappier. And I'm not the only one who thinks so; I've got co-workers and friends who say the same thing.

I can guarantee that upon my relocation to Calgary, the FIRST thing I'll be doing is looking for a highspeed provider OTHER than Telus. It's just not worth the hassle in my opinion.
System

Anon

Re: Rock Solid.. hah!

Good riddance!

WrongedByTelus
@207.34.x.x

WrongedByTelus

Anon

Re: Rock Solid.. hah!

And yet here you are whining about people not being understanding when they phone tech support. Tsk tsk.
TechToo
join:2001-03-08
Edmonton, AB

TechToo to WrongedByTelus

Member

to WrongedByTelus
Well, I must admit that my DSL connection is rock solid. I have a Cisco modem and as long as I've had the service it's been excellent.

It's unfortunate that you've not had a positive experience and that you're unable to see that the technology in the service region is incredibly outstanding for the rate that is charged. I have several friends throughout North America and can tell you that I have better DSL than almost everyone I know.

I have kept myself informed by checking on the ISP site for updates to the service areas. Within my area when there was a service update/upgrade and it went without a hitch.

I have been in the computer industry for a long time; unfortunately to date, my personal experience with network administrators and individuals who are on the extreme end of computer illiterate that are irate and frustrated tend to expect things that are not within the normal terms of service agreement.

If your approach toward individuals who are trying to assist you is similar to your post, you might find that taking a more positive demeanor may go a long way for people to extend extra courtesies and go the additional mile above and beyond what is required.
MadHatter7
join:2001-03-14
Prince George, BC

MadHatter7

Member

MadHatter

Whenever I visit the Telus web site these days the Network Status Bulletin Page lists another problem at Telus. ADSL performance has steadily declined since I started the service in December of 99. I would estimate that general performance is now consistently about 1/4 of what it was at that time. I have had correspondence with Telus and received the standard form letter responses acknowledging the poor performance and reliability and saying that Telus is working on it. Some have even said there is no problem! I expect more decreases in speed and service interruptions as Telus over subscribes more customers and does not increase capacity/reliability. Recently service has become less and less reliable. The company has had plenty of time to rectify any problems with it's ADSL service but performance and reliability have steadily decreased not improved. Time to move to Cable....

Review by big boy9 See Profile

  • Location: Kamloops, BC, Canada
  • Cost: $35 per month (month by month)
  • Install: about 5 days
quick easy install, get 200.00 credit put on your internet account
tech support sucks, speed varies alot, they need competition to be competative
great price, easy install ,but needs inprovement on network
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Telus having big probable tonight and still doing it
===================================================
=== VisualRoute report on 04-Apr-01 9:17:24 PM ===
===================================================

Report for www.dslreports.com [209.123.109.175]

Analysis: 'www.dslreports.com' was found in 15 hops (TTL=241). But, problems starting at hop 2 in network "ADSL" are causing IP packets
to be dropped. It is a HTTP server (running Apache/1.3.14 (Unix) mod_perl/1.24_01 (+mod_gzip/1.3.14.6e)).

---------------------------------------------------------------------------------- ----------------------------------------------------------------------
| Hop | %Loss | IP Address | Node Name | Location | Tzone | ms | Graph | Network |
---------------------------------------------------------------------------------- ----------------------------------------------------------------------
| 0 | | 64.180.18.12 | ath840iny253a.bc.hsia.telus.net | * | | | | Kamloops South Consumer ADSL |
| 1 | | 64.180.18.254 | - | ?Kamloops, BC, Canada | -6.0 | 10 | x | Kamloops South Consumer ADSL |
| 2 | 30 | 209.53.4.65 | - | ?Vancouver, BC, Canada | -8.0 | 571 | --x--- | ADSL |
| 3 | 20 | 204.174.217.36 | - | ?Burnaby, BC, Canada | -8.0 | 506 | -x-- | TELUS Advanced Communications |
| 4 | 10 | 209.53.75.94 | seattle1-i4.bctel.net | - | | 551 | -x--- | TELUS Advanced Communications |
| 5 | | 209.185.249.81 | ibr01-p0-3.tkwl01.exodus.net | - | | 570 | --x-- | Exodus Commnications Inc. |
| 6 | 30 | 216.34.64.180 | bbr02-g5-0.tkwl01.exodus.net | - | | 473 | -x-- | Exodus Commnications Inc. |
| 7 | 10 | 216.32.132.121 | bbr02-p2-0.sttl01.exodus.net | Seattle, WA, USA | -8.0 | 550 | -x-- | Exodus Commnications Inc. |
| 8 | 40 | 216.32.132.90 | bbr01-p0-0.okbr01.exodus.net | - | | 571 | -x- | Exodus Commnications Inc. |
| 9 | | 216.32.132.110 | bbr02-p6-0.jrcy01.exodus.net | Jersey City, NJ, USA | -5.0 | 658 | -x--- | Exodus Commnications Inc. |
| 10 | 20 | 216.32.223.131 | dcr03-g4-1.jrcy01.exodus.net | Jersey City, NJ, USA | -5.0 | 647 | -x----- | Exodus Commnications Inc. |
| 11 | | 216.32.222.218 | acr01-p4-1-0.jrcy01.exodus.net | Jersey City, NJ, USA | -5.0 | 654 | -x---- | Exodus Commnications Inc. |
| 12 | 40 | 209.67.40.14 | - | ?Santa Clara, CA 95054 | | 682 | x---- | Exodus Communications Inc. |
| 13 | 30 | 209.123.11.25 | s4-0-0.core1.oct.nac.net | - | | 634 | -x---- | Net Access Corporation |
| 14 | 10 | 209.123.168.226 | f0-0.colo1.oct.nac.net | - | | 635 | -x---- | Net Access Corporation |
| 15 | 40 | 209.123.109.175 | www.dslreports.com | ?Newton, NJ 07860 | | 576 | -x--- | Net Access Corporation |
---------------------------------------------------------------------------------- ----------------------------------------------------------------------
VisualRoute Report for www.dslreports.com produced at 9:17 PM on April 4, 2001.
Roundtrip time to www.dslreports.com (209.123.109.175) average = 576ms min = 504ms max = 1066ms


member for 23 years, 13 visits, last login: 22.9 years ago
lodged 22.9 years ago

System

Anon

Unfortunately... this is the reality...

Technically, I have ADSL through Telus, well who doesn't since they own the backbone in BC. I get approx. the same numbers you do. Yes, I signed up for 1.5Mb/s down too, but I'm quite happy with my numbers. Factor in the distance to your CO and other non-ideal conditions, it leads to what you get. Just think about what people are going through in the States when they sign up for DSL. Even when they get it, they never know when the ISP they signed up with will go bankrupt. You can count on Telus on being a little bit more stable.

Five days isn't a long time to wait for DSL. In the Lower Mainland, the wait can still be up to six months in some areas.

Yes, we can complain about not getting 1.5Mb/s, we can complain about tech support, but we have it a lot better than some when it comes to DSL. Besides, at $39.95 CDN, it's not that bad for what we get.

tower prince
@telus.net

tower prince

Anon

Telus Speedbumps

I too have Telus and all I have to say is that there speeds are extremely inconsistent. It seems to go in spurts. One week everything works great and then the next, everything is slower than molassses. It's very frustrating. I don't know why they don't get it right and just leave it alone. Keep the upgrades seperate from the users that already have access somehow. I actually asked them to cancel my account but when I heard several people saying the same thing about shaw@home, I requested to have my acccount continued. It's a shame that we only have 2 choices. I'm sure in time there will be more providers to choose from and the competition will give them all the kick in the butt they so desperately need.

rabbit snare
@karpaty.pl

rabbit snare

Anon

I agree with Bog Boy 100%

I also have issues with Teluses privacy policy and employees "possible" flagrant abuse of it and the Canadian privacy and information act. To this day, I still get off-the-cuff remarks from "Neighbors" about sites I've visited and things I've said on the inet, in passing. The worst part is that I've not even introduced myself to these idiots and they seem to think they know everything about me. When Telus took over they used BCTel's employees and they were the most pathetic/ignorant bunch of customer and tech support "professionals"(they really ought to invest in a dictionary) I've ever had to deal with. They were abusive and patronizing to me almost everytime I called with a question or concern. It's was disgusting and derogatory. While the courtesy towards the customer has improved, the darkness, still present, has simply gone underground and gotten even darker. My "guess" is that the "possible" privacy leak is by the local downtown administrator.

Disclaimer:
I'm not accusing here, I'm simply stating what I believe to be extremely possible. Due to the fact that I have no proof other than circumstance, I digress from direct accusation of wrongdoing other than terrible service, which is more than obvious to any longtime client of BCTel-Telus.

Good night.

Review by Rampage_Rick See Profile

  • Location: Chilliwack, BC, Canada
  • Cost: $40 per month
  • Install: about 21 days
Speed is consistant, even during peak hours. Great price!
News server dies once in a while. Tech support worker was a bit annoying, couldn't speak english very well, typed slow.
Great for reliability and speed, hope that you don't have to call tech support.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Signed up in late December 2000, installation was on Jan 3, 2001. I previously had Telus dial-up, and it was a smooth roll-over, except that no-one could tell us what the status of the old account was until after the installation. The install tech was great! He arrived in the early evening (which was a bit of a pain because we had to be available the entire day, and didn't know when he was coming) There was a snag during the install, but it didn't take the tech very long to figure that the POTS filter was bad.

From day 1 the speed was great. The package is 1.5 mb down/ 512 kb up for $40 per month for 2 dynamic IPs. My speed is consistantly 1.5 mb, I've had it up to nearly 4 mb on occasion. The modem is a 3com HomeConnect external.

Problem wise, i've had very few. The telus news server has died a few times in the past month, also the mail server died once in January. One thing that bugged me is that my "dynamic" IP address stayed the same for a couple months, but now it changes every few weeks. Now this isn't a problem with the service, it just bugs me.

member for 22.9 years, 26 visits, last login: 7.2 years ago
lodged 22.9 years ago

big boy9
join:2001-03-31
Kamloops, BC

big boy9

Member

how can u get 1.5mbps?

I can't get it tell me how u do it please?
carlos33018
join:2001-01-01
Austin, TX

carlos33018

Member

static ip's

man dont worry about the static ip its not like someone is going to hack into ur computer. THINK ABOUT IT what do u have in it that a hacker is going to want. 99% of the time u have nothing of interest to others but ur links to porn sites. Be happy u got u static ip and stop complaining.
hunghing
join:2000-12-22
Washington, DC

hunghing

Member

Re: static ip's

Like static ip rules, yeah, like so totally rules! You can do all kinds of stuff with it. Start a webserver etc, but your ip is dynamic, even if it changes, you can still get hacked if you accept files and stuff, but having a static ip doesnt mean they can hack you, windows machines are virtually impossible to 'hack' into, without some kind of trojans or files sent, or if you run some kind of server, only exploit it so it reboots and stuff. Just dont accept files, even from your friends. ;D [www.nohack.net > you! :>]

Review by BreatheYouIn See Profile

  • Location: Coquitlam, BC, Canada
  • Cost: $74 per month
Everything! Awesome service for the money!! No Complaints so far
My package doesn't exist anymore so i cant move :/ 512kbps up too i guess hehe
If you can get Telus ADSL, GET IT!
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I've had ADSL from Telus now for 2 years with less than 2 days of combined down time... I get between 3-4Mbps depending on time of day, not that the difference in speed is noticeable of course Ii pay $74/month and am still on the original package so i have no download/upload limits... gotta love it!

The only thing i would like is a lil more upstream bandwidth. originally i started with 1.5mbps and slowly and with no notice it dropped down to 512kbps.

I get 5 static IPs/e-mail accounts for the $74/month and when I've had any problems (3 times in 2 years) they've given me a credit on my account which I thought was a very nice touch!

member for 23 years, 2 visits, last login: 22.7 years ago
lodged 23 years ago


DSL Guru
@openface.ca

DSL Guru

Anon

Location?

Where are you located? I am in Montreal and I know Telus is planning a move down East by buying ISP's under receivership.

Thanks,

DSL Guru
pynner
join:2001-01-14
Canada

pynner

Member

Re: Location?

eeeewwww..... dsl.... eeewww.... TELUS dsl..

and really expensive

mudchucker
Save A Horse, Ride A Cowboy
Premium Member
join:2000-10-21

mudchucker

Premium Member

Re: Location?

Expensive you say, did you read the full post or just the first 2 words? 3-4Mbps down/ 1.5Mbps up package. That would cost about $250.00 us dollars if you were to get it in the states.

Review by macguy9 See Profile

  • Location: Delta, BC, Canada
  • Cost: $39 per month
  • Install: about 25 days
Fast install, knowedgable techs, reliable about 90% of time
When it's unreliable, I'd be better off with a chisel and some rock
Excellent value for your dollar.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I've been with Telus Internet Services now for about 6 months and in those 6 months, I've been amazed. (Oh yeah, for the record, I live in Delta, a suburb of Vancouver)

The speed is fantastic, usually meeting or exceeding the advertised 1.5 down/512 up, and on some occasions (when I hit a fast server, or during light load times) I can get upwards of 2.5 - 3.0 down. I get this for $39.95 a month.

Install was a breeze. The guy came by, installed the 3Com modem, and had my computer up and running within 30 minutes with a DHCP address. I was surfing the web after I showed him out, and I was stunned by the speed.

My only beef is that over the last month, my service has been down a few times because of router problems to the USA... and when it does go down, it goes down harder than a prizefighter up against Mike Tyson... but in reality, the outages, while irritating, rarely last more than 2-4 hours, tops. And when I called to complain, I was given a half-month credit for my trouble. Can't beat that.

As for those who say their speed with DSL is poor at best, I'm willing to bet they're probably outside the service area... my friends near who have DSL have no problems with their connections, but another friend who's just barely within the service area has awful service. Why? Well, a good analogy would be this... if you bought a program that required a P3/800, and tried to run it on a Pentium 100, what kind of performance would you expect? Pitiful, right?

It's the same with DSL... if you're at the very edge of the service area, you're going to get degraded service... you should expect that, not carp about it when it happens, and act like it was a big surprise. When I was trying to decide on a provider, I took that into consideration... the cable network user density versus ADSL... proximity to their 'central offices', that sort of thing. That research saved me a lot of headaches... and helped me to make the right choice. I just think it's funny when people complain about the service, and they probably haven't done all the research to make sure the choice they made was the right one.

Anyhow, as a final point... my brother in law is on cable here, and he says he has never even come close to reaching the speeds I get with my DSL connection. He's lucky if he can get 600K on a good day. Same with my best friend, even though he's on a different provider's cable network. When I asked me buddy how his cable connection was holding up (he lives 5 blocks away), he told me, and I quote directly here, 'I'd be better off with two tin cans and some string'.

'Nuff said.

member for 23 years, 29 visits, last login: 5.5 years ago
lodged 23 years ago


quaZmoto
join:2001-01-17
Irving, TX

quaZmoto

Member

Congrats on your service!

.
...I've tried the "Two paper cups and some string" but it only seems to work for voice not "Data"!

...Congrats! You have a Great Package. There will all ways be the "Ups and Downs" in any High Speed Connection but it sure beats "Dial-Up" @ Snail Speed!

MDC

Quote: Don't eat the yellow Snow!

[text was edited by author 2001-03-12 21:26:52]

Review by ponyboy62 See Profile

  • Location: Surrey, BC, Canada
  • Cost: $39 per month
  • Install: about 30 days
Very convenient/great support
Non yet
A good ISP
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I was an existing Telus dial-up client and was satisfied with the service I received so I opted for ADSL instead of @home(cable).It only took 30 days on the waiting list to receive an email that there was a port available for me,and only 3 days before the tech came to do the install.

The install went very smoothly(40 min) since I had already installed my NIC card.The ADSL filters where installed in the Tel enclosure outside so that all the phone lines in the house could be used if I decided to change my computer location.A 3Com ADSL modem was provided by Telus and is included in the monthly fee.

I have had only one problem and that was my computers fault but the phone support person was very patient and helpful in talking me thru all the setup proceedures.I have a dynamic IP,but have had the same one since I started the service.

On the whole my experience with this company has been excellent.

member for 23 years, 25 visits, last login: 21.1 years ago
lodged 23 years ago

System

Anon

Telus is dandy!

I too am very pleased with my telus adsl. I went the quik connect route. From the time I ordered the service to when I had the modem installed and running, 7 days. The quik connect modem was a snap to install, even for a novice like me. I've since used the tweak I found at (cable-dsl.home.att.net) to correct my registry settings and it has greatly improved my speed. No service interuptions or problems at all. A great connection. Happy surfing

Anon

Shaw@home or Telus.net?

Ok i have Shaw@Home wight now but it goes really slow because other ppl are using the node a lot. I have the choice to get Telus.Net ADSL but should I?
ive looked at them both and they are both the same price and 1 month free, but should i stay with @Home or go with Telus ADSL?
scorpiocreations
join:2001-02-21
Agassiz, BC

scorpiocreations

Member

Re: Shaw@home or Telus.net?

I don't think you should switch to Telus - you are way better off with cable! I've on shaw@home in Surrey and my connection speed is awesome! I would have thought you'd be better out in Abby. I would wager that it's just a setting or something slowing you down. Have you used the speed test here? I usually get T1 or better, and the only thing that slows me down is this poor computer of mine! If you want some advice with fixing up your connection feel free to email me findit1st@excite.com

bhandfield3
join:2001-03-06
Edmonton, AB

bhandfield3 to Anon

Member

to Anon
said by Ghost4911:
and 1 month free, but should i stay with @Home or go with Telus ADSL?
Just for a tidbit of information. I have Shaw@Home out here in Stony Plain, Alberta and my current residence just happens to be on the edge of the @home service area. In fact, when the installer came down to install the service, he wasn't sure it would work. But it has and after properly tweaking my systems RWIN I got a 3300/919 result. Much better than what Shaw says on their site. They do however under perfect conditions say you can achieve up to 100x speed over 56k modem. My particular result was approximately 66x better. I would ask some of your friends about what high speed service they are on and how the speeds are and try to get on with them.
System

to Anon

Anon

to Anon
my cable performs a lot like a 56k modem. i have tried all these different speed tweaks, but Shaw says that the other people in my area are ppl on @home constantly, 1 of them even has his business at home. i think i mite switch to dsl now cause the slowness is driving me crazy. the only thing that goes fast is napster downloads.

Review by superdyke See Profile

  • Location: Vancouver, BC, Canada
  • Cost: $75 per month (month by month)
  • Install: about 120 days
Better than Rogers@Home
Horrible tech support, downtime, lack of speed, incompetent
At least they are better than @Home.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Initially connected with the home access, 1.5 down and 512 up, waited 4 months before it was actually installed (I had @Home for this period and it was brutal). When it was installed however, the technician was great, very helpful, and ran a bandwidth test showing us as having 1.2 down and around 400 up or so. Had this home package from Sept. 2000 to Feb. 22nd at which point we upgraded our package from the home to the professional package -- 2.5 down, 640k up.

The evening of the day we upgraded, our adsl went down completely. We called tech support, were on hold for a decent amount of time and (thankfully) reached a very friendly tech support rep who was on the line with us for probably close to an hour and a half, but couldn't figure out why we suddenly lost connectivity. We did everything until finally he told us that he was escalating us to tier 2 support and that we would be contacted within 24 hours by tier 2 to let us know what was doing on. We waited 48 hours and no call, so called them back, was on hold for at least 45 minutes before reaching someone who told us that we were only put on tier 2 that day (2 days late) and that they hadn't heard back from tier2 so they didn't know what the problem was. They told us to wait another 48 hours and if we didn't hear from them by the next business day dinner time, call again. 48 hours pass, no word, we call them the next day. At this point they start to admit that they have "no idea what is wrong" and that they've escalated us to the highest level of tech support possible and will call us "in 24 hours" to let us know what the problem is.

This continued on for over a week -- we'd call, they'd either tell us that they don't know what is going on, that they are working on it, that they haven't heard back from whoever in support or networking or the adsl team, or that we should be patient, until finally they stopped answering the phones, and they would just tell us that someone would contact us within 24 hours. We repeatedly reminded them that we lost connectivity the same day that we upgraded our package but it didn't seem to sink in.

Finally, more than 10 days later we call tech support again and this time beat it into their heads that we upgraded our package the same day that we lost our connection, there's silence on the line and the guy goes, "Uh, oh... really?" he checks the report and it doesn't even show that we had it done and completed fine. He tells us that there was a path typed in wrong and that we would have our internet back in an hour. 10 minutes later we were connected.

Talk about frustrating and making us angry! We were without the internet for almost 2 weeks straight and it's because they didn't double check their typing. They dodged us, wouldn't give us straight answers as to why we were having problems, were totally rude and tried to make it out to be our fault, and then finally we get someone who has half a brain who realizes that someone made a mistake and within 10 minutes, we have access again...

...only it's not the proper bandwidth. NOTHING on the computer has changed but we were getting less than 1.0 down and around 200 up. We called them again, ran a tweak patch they told us about, but we are still getting crap for bandwidth. Yes, I realize that nothing is perfect and that we wont totally get the 2.5 down and 640k up, but it's no where NEAR it, even when using various speed guides to test. We called tech support again and were basically told that we were idiots for trying to use an American bandwidth tester but when we asked for one from Telus, they said they didnt have any. By fluke I found one from Telus (they lied) at »speedguide.mybc.com/ and it's only showing speeds averaging 1.5 down and 300 up. We're paying $40 more and we're only seeing a minimal increase in speed... pathetic! When we call, they make it out to be our fault. I checked last night again at the mybc.com speed test site and our downstream was .7mbps and upstream was hovering around 100kbps. Truly pathetic.

Whatever... we called customer service/billing to see about getting a reimbursement (since tech support told us to) for our outage and they only wanted to give us 2 weeks. How does that add up? Myself and another person in the household are developers/designers who make our living off the internet, it's our work, and Telus was only telling us that our lost business (we had the professional small office package, remember) is only worth less than $65 that we are paying a month.

I want to make it clear that we love Telus and the service up until the upgrade... I would gladly go back to the home package if it meant we'd have more reliable speed and support! The ONLY good thing about Telus is that they're better than @Home. If service doesn't improve to be somewhere near what we are paying for, I'm looking into changing to Radiant.

member for 23 years, 5 visits, last login: 23 years ago
lodged 23 years ago

System

Anon

Path resets

For your information:
Tier 1 analysts do not have access to ensure that your path has been set correctly, all they see is that tier 2 is investigating the issue, and the only reason a tier 1 analyst happened upon your issue, is because he caught someone over at tier 2 at a point where they were slow enough to look at your case immediately. Have patience with tech support, we work long days, with difficult people,(No sir, right click doesn't mean typing "click" while your cursor is over the icon!) who sometimes have difficult problems like yours, I can understand your frustration, imagine theirs, they really do sincerely want to get you surfing, but they have to jump through the hoops as well, and sometimes things get tangled up in red tape. Technicians are people too, we have good days, bad days, long days, and short days. We have feelings, we make mistakes, we are only human... And just like anything else in the world, you get the best service if you apply the golden rule, treat others as you would like to be treated. If you call, and you are rude, hostile, or difficult, it's frustrating, when people get frustrated, the service level goes way down. But if you call, and you are understanding, patient, and polite, I would personally guarantee that you will receive excellent service.

Anon

Re: Path resets

Hello .
Id like to add i to have been haveing problems with telus .
I have the 1.5 meg conetion and was great when i first got it about a year ago .
But now my conection has gone down hill .
For about the past 4 months its been slowing down dramaticly .
I to was sent to tier two tech support and havent resolveld my problems one tech said my line was good and another said it dident look right with no real ansewr to what the problem is from them .
My major problem is after 4 pm pst my bandwith drops like a rock and it stays like this untill after 12 am just like clock work .
Tech says its network conjestion in the states and they dont have there lines updated as well as what telus`s is.
Humm well if thats the case then why is it that when i run a trace route to a Unreal Tornament server that i play on that pings about 120 during the day and over 400 after 4 pm i get 10 to 20 % packet loss from two Burnaby routers (IPS 204.174.217.4 & 204.174.217.34 ).
Also when i dl from »www.twocows.com/ and go to a Burnaby server after 4 pm i only get download speeds of 36 kbps.
So how is it that its the states fault ?
Any way i have been reporting this to telus tech for a few months now and it still hasent been fixed .
Mabey now that my probelm is made public someone from telus that knows what is truly going on can help ?
I can be reached at p6696@telus.net.
Thanks for leting me get this out im almost at the point of riping my hair out, 40$ a month for what ?
superdyke
join:2001-03-07
Vancouver, BC

superdyke to Anon

Member

to Anon
FYI... the tier 1 support tech we talked with was fine and totally polite and great with us, it was tier 2 and finally whoever is in the "adsl team" and "networking" that were the problematic people. They were the ones who kept blowing us off, promising things they didn't deliver for almost two weeks, and never bothered to listen to us when we pointed out that the same day the problems started is when we upgraded the package.

None of the people who called in to Telus support were computer-illiterate; we both work with computers daily and are developers ourselves, so yes, we do understand the frustration and stupidity of some callers. But when we were talked down to, basically called stupid and dealt with people (we dealt with tier 2+ support 90% of the time -- in the beginning, one of the tier 1 people gave us a # directly to tier 2 so we could call them to check directly, yes this was nice) who didn't bother to double check things they were doing after we pointed out the "coincidence," we do have a right to be pissed off.

[edited to add that we had the tier 2 number from beginning]
[text was edited by author 2001-03-08 18:15:46]
scorpiocreations
join:2001-02-21
Agassiz, BC

scorpiocreations to Anon

Member

to Anon
Hi Telus Tech! I miss you guys! I can honestly say that you guys in Tech support (the ones on the front line answering phones) are THE ONLY good thing about Telus!! I've had more than my fair share of "mishaps" with Telus, my account and connection! And I enjoy "Telus bashing" on a regular occasion but I usually say an equal amount of praise for you guy who have to take the brunt of everyones frustration - on both sides of the phone I'm sure! I spent many hours on the phone with guys and never once did I come across a bad attitude, more likely the exact, opposite happy and joking. But, I'd like to think that's because I was always sympathetic ("busy night eh?") after I had waited an hour on hold. I know it aint your fault, more people should realize that 1877310tech is not Gods # you don't know what's going in every account at any given moment. I would actually wager that you guys end up feeling like you're the LAST to know alot of things. I admire your patience cuz people can be really dumb!! I've worked in food service for years and it amazes me how many people can't even read a menu in order to feed themselves - I'd hate to be talking one of these people to the control panel! lol! Well I hope some of my 4am Telus tech guys read this and feel appreciated, I'm sure you need it (I did submitted compliments to Telus in Nov) And although I'm with Shaw now I'm still out here tootin' your horn. Shaw doesn't have 24/7 support, they just have this line you can call and listen to a busy signal I've come to realize that you are the brains of the bunch cuz they sure don't have any on billing!! I especially like the time my bill was wrong (really wrong - $80 a month for dialup?) And the billing chic told me I should talk to tech! huh? ok? We had a good laugh about that one! When I got transfered back to billing she wanted to pass me along to tier 2! Anyways guys take care - maybe one day "those mystical hubs or ports" will be built and I'll be called off the 2 year waiting list for ADSL a5a27930 scorpiocreations
System

Anon

Re: Path resets

It's customers like you that make my job worthwhile!

Rampage_Rick
join:2001-04-03
Chilliwack, BC

Rampage_Rick to Anon

Member

to Anon
For Telus ADSL, besides the speedtest.mybc.com bandwidth test, you can also try the batcave.telus.net, which is only accessible by Telus customers and techs. This is the one they use to test your speed during the install. I find it more accurate and informative than the little java applet at mybc.

mudchucker
Save A Horse, Ride A Cowboy
Premium Member
join:2000-10-21

mudchucker

Premium Member

Re: Testing Bandwidth

BATCAVE IS ONLY FOR THE 3COM MODEM

And upon using the batcave site, the download and upload numbers are WHAT YOU ARE GETTING TO TELUS FROM YOUR COMPUTER.

So before calling Telus about problems, check the batcave site first for your throughput, then do a ping test to TELUS. Then if you are slow, try using NEOTRACE and trace a site that is slow for you. I've noticed that about 95% of my problems are not with TELUS, but in Seattle or the East Coast.
[text was edited by author 2001-04-04 00:36:37]
System

Anon

Telus is going down hill

Hello .
Id like to add i to have been haveing problems with telus .
I have the 1500 kbps up & 512 kbps down conetion and was great when i first got it about a year ago .
But now my conection has gone down hill .
For about the past 4 months its been slowing down dramaticly .
I to was sent to tier two tech support and havent resolveld my problems one tech said my line was good and another said it dident look right with no real ansewr to what the problem is from them .
My major problem is after 4 pm pst my bandwith drops like a rock and it stays like this untill after 12 am just like clock work .
Tech says its network conjestion in the states and they dont have there lines updated as well as what telus`s is.
Humm well if thats the case then why is it that when i run a trace route to a Unreal Tornament server that i play on that pings about 120 during the day and over 400 after 4 pm i get 10 to 20 % packet loss from two Burnaby routers (IPS 204.174.217.4 & 204.174.217.34 ).
Also when i dl from »www.twocows.com/ and go to a Burnaby server after 4 pm i only get download speeds of 36 kbps.
So how is it that its the states fault ?
Any way i have been reporting this to telus tech for a few months now and it still hasent been fixed .
Mabey now that my probelm is made public someone from telus that knows what is truly going on can help ?
I can be reached at p6696@telus.net.
Thanks for leting me get this out im almost at the point of riping my hair out, 40$ a month for what ?

Anon

Re: Telus is going down hill

Same Problem as U ZZZZZZ and i am located in edmonton on telus highspeed. Been complaining for awhile and I am sure others have been 2. Peak to midnight speeds are slow as hell somenites being to the point it is painful just to surf and i basicly gave up playing unreal during these times because i am so lagged if i do a tracert during these bad times latency usually looks pretty good until it hits something that has a telus name and then shoots right up sometimes with some packet loss on there routers as well.

mudchucker
Save A Horse, Ride A Cowboy
Premium Member
join:2000-10-21

mudchucker

Premium Member

Re: Telus is going down hill

Hey I see everyone has joined the bandwagon, after about 4 pm everyday I too have 10-30% packet loss, it lasts until about 3am. I've emailed telus and they say they can't do anything about internet congestion, but WTF, I sent them TRACE ROUTES FROM ME TO WWW.TELUS.NET AND IT'S ON THEIR END, the very 2 last hops. They say there's gonna be problems like this for up to a year while their upgrading the system, I say bullshit to that. Like I'm gonna be up at 3 am to get a good connection, DO I HEAR A REBATE COMING..........? I sent them one email about packet loss, well the packet loss WAS fixed for about 2 hours, and now my ping is double of what it used to be, ya thanks for nothing. They say its still low, I say wrong, ....

CABLE LOOKS MIGHTY APPEALING RIGHT NOW, anyone have info on Northern Cablevision in Edmonchuck?
[text was edited by moderator]
System

Anon

Re: Telus is going down hill

Don't do it man! I recently switched to Telus ADSL after being with Northern since the beta testing stage. Slow speeds (average down of 530 kbps), huge packet loss (65-100%) and only one tier of tech support who asked me things like if the lights of my modem were on and said "well that is the nature of the Internet". Don't do it! They're on their second "partner" already and this one doesn't have a hold queue and you have to leave a message if it is busy. Then pray that you ever get a call back. Telus hasn't been a huge improvement in speed, but their service and tech support has been good.

mudchucker
Save A Horse, Ride A Cowboy
Premium Member
join:2000-10-21

mudchucker

Premium Member

Re: Telus is going down hill

Naw, I've come to the conclusion that TELUS has gone outa their way, so cable isn't going to be an option anymore. I have been talking to tier 2 tech support and my problems are slowing going away now, I am pleased again with my connection. I will stick it out, like I have been doing, thats my nature, "get kicked in the headed until I start bleeding, then finally realize something is wrong :):):)"

:) couple smilies for tier 2 techies

Almost for got, good to hear from a fellow G.P'er
[text was edited by author 2001-03-18 15:32:55]
mudchucker

mudchucker to Anon

Premium Member

to Anon
forget this post
[text was edited by author 2001-03-11 16:57:08]

Review by thancock See Profile

  • Location: Cochrane, AB, Canada
  • Cost: $34 per month (month by month)
  • Install: about 4 days
Excellent service, they provide exactly what they promise
Excellent highspeed service for your money.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I've had Telus ADSL for about 1 and a half months. I live in Cochrane Alberta. Just to note, my speeds were around 500-600 K/s when I first got this. I was worried that maybe we should have gone for cable, then I found your site. Ran the tweaks page, found my RWIN was too low and followed instructions. Now my speeds range from 1400-1550 K/s. Love it! Just thought I'd share my experience,

-Tony

member for 23 years, 11 visits, last login: 22.2 years ago
lodged 23 years ago


Review by phayze7 See Profile

  • Location: Edmonton, AB, Canada
  • Cost: $39 per month
  • Install: about 380 days
techs @customer service very helpfull and friendly
techs @ technical support ->lucky if you get a helpfull one
too many slowdowns lately, service can improve in EDMONTON
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Samething happen to me BOSFAN

I am very disappointed with Telus fast internet service techs here in Edmonton specially with one tech named Shaun, ( i hope you see this Shaun). I have had nothing but problems since the initial installation back in January 2000. As Bosfan wrote that things went well till fall of 2000, I as well have experienced the same. The tech that installed my modem was very helpful....I had no problem with him. But he did seem to have trouble explaining to me why my downloads were alot slower than his laptop. He did suggest for me to upgrade my windows 95 to 98 in which I did...everyone at Telus told me he should of not suggest that because it is not policy. Some of these techs do try to help outside of protocol in which I admire their honesty to help the customer that is not familiar with this whole mess of a service. I spoke with many of Telus techs after the initial installation because of the issue of slowdown...finally another tech put himself on the line by suggesting this very site and helping me to tweak windows...only after this tweaking did my speed and my downloads increased to its potential. With all this said and done I praise the techs at Telus that have suggested help outside of protocol. Policy or Protocol, help or suggestions should be given to the paying customer regardless.

ADSL through (Telus EDMONTON) since fall sucks....major slowdown since January 2001. This problem has not been resolved. And my slowdown has nothing to do with my distance, I am blocks away from Telus Tower.

Speed ordered-> 1.5Mps your basic home ADSL Telus offers

Equipment installed->3com Home Connect.... D-Link DE220 ISA PnP LAN adapter

I hope the techs realize one thing....most customers ordering service are not educated in technical matters (I included) nor are the customers experienced in resolving problems as they occour. Help and alot of patience is appreciated and it does not go unnoticed.

I still praise those who do go out of their protocoll to help the customer in need.



member for 23.9 years, 32 visits, last login: 23 years ago
lodged 23.1 years ago

System

Anon

Techs @ telus

I can truly Identify with all that you just posted. I have been on telus "high speed" for almost two months and what a nightmare. I am not tech inclined... but have a few friends that are helping me. We have run the tweaks and I am getting 24 times faster then 56 k . I was on cable and switched to telus.. silly me? Ok I am rambeling.. as for the techs? I have yet to get one who was willing to assist out of their "allowed" areas. Most of them seem cranky at telus LOL ... I sure miss my shaw.. atleast the techs there tried to be friendly with my low inteligence user status

hmmmm
@shawcable.net

hmmmm

Anon

Re: Techs @ telus

24x56k=1344k=1.344mbs with max potential of 1.5mbs what's the problem?
System

Anon

Re: Techs @ telus

If you had taken the time to read my post, It was not the speed I was mainly complaining about, rather the crappy service from Edmonton's Telus techs. If you aren't going to read the posts properly ,don't bother replying.

Anon

Re: Techs @ telus

I doubt it's the techs, I'll bet it's you

WrongedByTelus
@207.34.x.x

WrongedByTelus

Anon

Re: Techs @ telus

You know, it's funny to see the kinds of crap you guys say in here because it's anonymous.

Does your supervisor know you're on here flaming your users? Do you know how bad this makes you look, both as an individual and as a company?

And you call yourself a professional. Hmph.
macguy9
join:2001-03-12
Delta, BC

macguy9

Member

Re: Techs @ telus

Sweet Zombie Jesus!!! I don't blame the Telus guy for reacting that way! What ever happened to common courtesy?

It seems that someone thinks because they pay $40 a month, that entitles them to treat the voice on the other end of the phone like they're less than human. That isn't right. How would you like it if someone did that to you? Or if someone ripped your head off for a simple mistake in these forums?

If I had to put up with people with that kind of attitude every day, I'd be surly too!

Just my $0.02
homewebnet
join:2001-04-06
v7v-4x6

homewebnet

Member

Re: Techs @ telus

I have NO IDEA whatsoever why ppl. are whining about - Telus Tech ppl. are HUMAN, For all it's worth you are paying $40 a month and expect tech to come out and fix it all for you, anyone who does not have enough brains to load start - run - winipcfg and set your IP, GOSH, Any 5 year old can do that, it's BASIC BASIC BASIC BASIC comp. stuff. I have a background in troubbleshooting probs. and I've tweaked it up about 1.5 mbps (from 1 mbps) 3.5 mbps for 40 bucks cdn a month, PPL. who want to complain, I've got a little idea for you:

GET A LIFE AND LEARN A LITTLE BASIC COMP. STUFF

Review by Pacificat See Profile

  • Location: Vancouver, BC, Canada
  • Cost: $45 per month
  • Install: about 30 days
speed, no disconnects, great tech support
good value for the money
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I found that the availability of hookups was sparse, however I lucked out in that Telus had just finished training installers and upgraded equipment, so that instead of waiting up to 1 year for an installation I only had to wait for about 35 days.

When the installer arrived he proved to be courteous and efficient, they had just recieved a new shipment of 3Com home connect modems and so mine was right out of the box. It only took him about 20 minutes max to set me up and get me on my way. When he tested the system he was surprised to find that although I was at the very edge of the area for service that I had a very fast time.

When I contacted tech support for some help with configuration, he basically took over and instead of reading from the manual, all I had to do was follow his instructions over the phone and I was done in about 9 minutes and surfing.

I tried to set up a home network and screwed up my IP address and it took the tech about 40 minutes to get me up and running again, god bless her, she had incredible patience.

I purchased a hub so that I could hook up my sons computer to my internet connection and even though officially Telus Tech doesn't support hubs etc. the guy I talked to took pity on me and devoted a few minutes to helping me get my son up and running.

All in all I cannot say anything bad about Telus, and would recommend the service to anyone who can afford it.

member for 23.1 years, 36 visits, last login: 15.5 years ago
lodged 23.1 years ago