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TELUS page on DSLReports
Six Month Rating

Reviews:
bullet 409 reviews (216 good) (98 bad)
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Review by Lyk9 See Profile

  • Location: Calmar,AB
  • Cost: $60 per month
  • Install: about 7 days
Good "Better than the alternative "
Bad "Can't even come close to delivering promised speeds during peak hours"
Overall "Meh"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
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Value for money:
(ratings match consensus)

Signed up for the 25/5 package and everything was fine for about a month or two. However I started to notice a drop in speeds around 5PM local time accompanied with an increase of latency that was on average four times the normal measure. So my first official contact to Telus about this issue was in October 2013, After a while on the phone moving up the chain I finally get to someone who tells me my area's "box" needs to be upgraded and that he does not have any time frame of when it will be replaced. After that call months go by and I do call Telus again, I cannot give specific dates to these calls but over a year I contacted Telus at least four times in regards to this issue. Every single time I was told a plan is in place but no time frame. It has now been a year from my first call and no change. During the weekdays between the hours of 4PM-1AM my speeds deteriorate from 27mbps to as low as 3mbps. during the weekends and holidays the speeds are not consistent enough to give a accurate picture.

I was offered a discount once for this issue, that didn't materialize until I contacted Telus again. I also had to contact Telus TWO separate times to tell them that my bundle discount and 6 month promotion discount were missing from my bill.

UPDATE: As of October 16th hardware changes to my connection were made to resolve this issue, prime time hours no longer adversely affect my connection. This came after contact with someone in Executive Customer Relations.

2nd UPDATE: October 19th The connection is still doing very good. Speeds and latency are better than they have ever been.

member for 1.1 years, 290 visits, last login: a few hours ago
updated 10 days ago

Comments:

Lou Majta

@216.232.208.x

Idiot charges

I just noticed that telus has the nerve to charge me $2 for a paper bill. My bill also fluctuates between $155 to $170 with no explanation as to why.
Time to get rid of the thieves.
Trencher

join:2007-02-12
Etobicoke, ON

Re: Idiot charges

Almost all ISP's charge for paper billing now... If your bill is fluctuating maybe you should contact them to find out why?

Review by pkclown See Profile

  • Location: Chilliwack,BC
  • Cost: $84 per month (36 month contract)
  • Install: about 10 days
Good "solid internet connection, consistently high speeds"
Bad "nothing major"
Overall "thoroughly satisfied"
Pre Sales information:
Install Co-ordination:
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(ratings above consensus)

I ordered Telus Internet 50 (50 Mbps D/L & 10 Mbps U/L) for $40+tax/mo for the first 6 mo. and $75+tax/mo thereafter as a part of a TV+Internet bundle.

The order process was relatively straightforward in terms of calling into a Telus sales queue. It took about an hour or so in terms of waiting on hold in their queue, getting to a person, getting a credit check done, and ordering the features my family was looking for in terms of TV, internet, and home phone. (We ended up switching the home phone later on.)

The installation process was straightforward. The tech came, installed, and went.

We received the normal Actiontech V1000H equipment which has served us well.

In terms of experience, my experience has been extremely positive. The speed is great and consistent. I don't think my family has ever experienced a significant outage or packet loss since we installed Telus' internet last November. I am thoroughly satisfied with the product, and while $75+tax/mo w/o any term offers and discounts is a bit pricey, I do think I am getting excellent value given my family's extraordinarily high usage patterns. Between 5 people and about 15-20 devices (computers, laptops, smartphones, tablets, etc.), we simply do not have bandwidth conflict issues; we are able to use the internet comfortably without lag even if everyone else is doing something. I can game, two people can be watching two different YouTube feeds, and my parents can maintain their online business (i.e., email, banking, etc.) all at the same time.

So, at the end of the day, I give full marks to Telus. Thank you for a painless internet experience!

My ONLY complaint is that Telus' 100 Mbps internet isn't available in my area yet.

member for 243 days, 251 visits, last login: a few hours ago
updated 34 days ago

Comments:

Review by AJ102 See Profile

  • Location: Vancouver,BC
  • Cost: $30 per month
  • Install: about 40 days
  • Telco party Telus
Good "Reliable connection, steady speeds"
Bad "Advance billing, short payment times"
Overall "Much improved from my last experience"
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(ratings match consensus)

I just switched back to Telus from Shaw. I last had Telus ADSL internet in 2009, but since then Telus has upgraded my neighbourhood for VDSL2. This is my first experience with Telus Optik TV after using Shaw Direct satellite and Shaw cable TV. Main reasons for switching were price and interest in seeing what Telus had to offer (my Shaw deal came to an end and they were about a week too late offering to extend it).

So far my impressions are good:
- Telus offered me a good deal after some negotiation (no contract, 6-month promo price, free PVR that I own after rebate, no install fee)
- Installation was on time, smooth and professional.
- Speeds are better than promised, especially upload speed. Ping times much better than my previous experience with Telus.
- No real problems with the Telus Actiontec router, although I'm just flowing through to my own router for most things.
- Customer service was fine: no delays getting through, correct information provided, commitments delivered as promised.
- My first bill was correct, reflecting the promised promotions, discounts and credits (I could hardly believe that Telus hadn't screwed it up somehow!)

On the TV side:
- To my eyes the picture quality is a little worse than Shaw cable, which was a little worse than satellite. But nothing really significant.
- The basic TV service (Essentials vs. Personal) and the PVRs are more-or-less a wash for me, with minor advantages one way and the other. The only significant advantage for me is that I can program the Telus PVR over the internet, while my older Shaw DCX-3400 PVR did not allow that.

Other issues:
- It's exasperating that Telus won't provide any information in writing about my deal with them. I just have to hope that the notes on my file are correct and that my bills are as expected.
- Telus pre-bills for the coming month, while Shaw post-bills for the past month. Telus gives a week less to pay, and both charge equally excessive late payment fees. So with Shaw I could pay 8 weeks after the start of a service period and not be late, while with Telus I'm late paying 3 weeks after the start of a service period. Bad Telus!

member for 9.6 years, 587 visits, last login: a few hours ago
updated 74 days ago

Comments:

Review by jtl999 See Profile

  • Location: In the GVRD
  • Cost: $196 per month (36 month contract)
  • Install: about 14 days
Good "Faster then ShawCable somewhat. Speeds are alwaus consintent. Techsupport and Installers were nice."
Bad "Some people might not like the gateway. Some ports blocked (Shaw home still blocks some of them though)"
Overall "If you can get it and pissed off with Shaw go do it!"
Pre Sales information:
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(ratings above consensus)

My Other Reviews

·Shaw
Update: July 2014
Have been having issue since April where DSL retrains every few hours, TV has pixilation issues. Tech came out to fix it but didn't have much of a improvement.

Infoleak exploit has been patched :/

Six month promo has expired, although still affordable.

UPDATE. January 2014
PVR and STB stopped working. We got a tech out the next business day to help us. He tried his best to avoid upgrading the Actiontec firmware but had to so kudos to him. Good service so far!

I discovered a infoleak exploit on Actiontec .12 to obtain root

Original Review:

On November 15th we finished transferring our domains and stuff from Shaw. Then we ordered Telus Internet 50. Optik TV Select and Home Phone 1. Then 26 hours later a women called back to confirm. Then we got a letter in the mail with all the info. On December 4th at 09:55 2 installers came. They installed a Actiontech V2000H and two boxes for the TV (1X PVR 1X STB) However the bonded line was not configured due to a problem and I was getting speeds like this.
»www.speedtest.net/result/3144628123.png

They came back later to hook up the bonded line and show us how to us the PVR. We told them not to waste their time and have a good day. Then speeds were normal
»www.speedtest.net/result/3144910304.png

Overall I would say that the service is great so far!

Attachments:
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member for 1.9 years, 825 visits, last login: a few hours ago
updated 75 days ago

Comments:

Review by tahukipas See Profile

  • Location: Toronto,ON
  • Cost: $57 per month
  • Install: about 2 days
Good "Quick installation, very reliable connection & speed, decent value of the package"
Bad "Very limited availability in Toronto"
Overall "Great ISP! No complaints except for limited availability in TO."
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(ratings above consensus)

My Other Reviews

·TekSavvy DSL
Used Telus internet when I lived at a cityplace condo in TO. Went with the 25MBPS/200GB package with no contract and was pleased with the quality of the connection. During the 1 year I was with Telus, never had any major issue that requires me to call customer service or even call for a technician to come onsite - nothing that can't be fixed with a simple router restart. Connection speed was also always stable at any given time of the day.

Setting up the internet was wonderful too. Don't have to wait too long to get a technician to come by and activate the line (only 2 days from the date I signed up), technician came on time was done within 10 minutes. If you live in a cityplace condo, all the infrastructure are already in place so no modem (and related modem rental fee, etc.) required. You just need to hook up your router and be done with it.

I would've stick with Telus if they offer their service in Toronto outside of the cityplace area. Unfortunately they don't, so when I moved out I have to use a different ISP.

member for 77 days, 8 visits, last login: 7 days ago
updated 77 days ago

Comments:

Review by parrelium See Profile

  • Location: Abbotsford,BC
  • Cost: $104 per month
  • Install: about 1 days
  • Telco party Telus
Good "I really like almost everything about optik tv except:"
Bad "Prices keep going up slowly, and service stays the same..."
Overall "I'm happy enough"
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(ratings match consensus)

Still happy with the service, been down twice since I got it, and happy with the download speeds, however would love a bump on upload. Waiting for my 25/10 like Bell has.

I get faster internet than i ordered.. not sure if it's just a teaser(maybe they'll take it away after i get used to it), get all the tv channels except porno(same thing only ordered some of them i assume to take away after a free preview) and have a house phone again. was paying 37 a month for internet and 100 dollars a month for expressvu before, now i pay less and get more. Quality of hd is a little softer than bell, and mediaroom will take getting used to but overall i'm pretty happy.

update jan 23/2011
speeds have been set properly |:(
Don't have any problem with hd softness(maybe it's better maybe i don't notice anymore).
Mediaroom is way better than anything else.
I recommend this to anyone who qualifies.

update sept 16/2011
Still happy for the most part with the service i get. Wish upload was higher though.
Sending pictures thru email to family all over the country takes forever.

Update July 14/2013
Still happy, and am now on 50/10. Only complaint is the constant price increases, but otherwise it's all good.

»www.speedtest.net/result/3364383629.png

member for 9.2 years, 561 visits, last login: 46 days ago
updated 232 days ago

Comments:

showstopper

@184.151.231.x

internet

Telus has the slowest internet I have ever seen. I can't even stream one show on one device with nothing else in the house online. I even took my phone off of WiFi. I am definitely switching.
parrelium

join:2005-07-31
Abbotsford, BC
kudos:1

Re: internet

Well that's unfortunate. My speeds are the same 24/7 365. The only streaming issues I have are with youtube sometimes, and we all know that's their fault, not Telus's

Review by buffalojump See Profile

  • Location: Burnaby, BC
  • Cost: $138 per month
  • Install: about 2 days
  • Telco party Telus
Good "Speed, Reliability"
Bad "Actiontec is to locked down."
Overall "good service for what you pay for."
Pre Sales information:
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(ratings above consensus)

Overall I'm very happy, the speed is what they advertise (actually a little over) and its been very reliable.

member for 238 days, 16 visits, last login: 2 days ago
lodged 232 days ago

Comments:






Review by Darhole See Profile

  • Location: Edmonton, AB
  • Cost: $163 per month (36 month contract)
  • Install: about 5 days
  • Telco party Telus
Good "Speed as advertised, friendly/quick customer service, reliable"
Bad "Price raised more often than one would hope. Bad west coast routing."
Overall "The 50/10 package is a superior product for the price."
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Was a long time shaw customer. Became disillusioned with the customer service and reliability of the connection / company in general (price/product changes all the time, the UBB scare)

Bought a condo and discovered that Telus had 50/10mbit available in the area.

Signed up for Optik Large Choice and Telus 50 internet. 3 year promotion at the time was $300 prepaid visa (good value in my opinion). Price came in at $156. Tech came on a saturday within 30 minutes of the time he said he would be here. Was here for about 45 minutes, had everything wired and setup to spec.

Have had zero issues with the internet or the TV service since install.

I must say my entire experience with Telus after being a shaw customer for the better part of a decade has been a wake up call.

The routing to the west coast sucks. In Alberta, west coast traffic first travels to Chicago and then back west, leading to high pings for online gaming to servers like California.

member for 9.3 years, 636 visits, last login: a few hours ago
updated 246 days ago

Comments:

Review by yyceggy See Profile

  • Location: Calgary,AB
  • Cost Contract price not specified.
Good "constantly good speeds, 100% uptime"
Bad "usage caps ... but"
Overall "great connection 100% of the time, tech support over twitter is awesome"
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My Other Reviews

·voip.ms
I am not going to write 10 page review, not my thing, Over all a great ISP at least in my area ( Calgary NW ) works all the time, no down time , always constantly good speeds. Zero issues streaming from Netflix of any other video steaming service. Cap is set at 250 GB a month but I am sure I went over number of times and never was bothered with letters or overage fees.

At this point no reason to go anywhere else.

member for 1.1 years, 4 visits, last login: 246 days ago
lodged 251 days ago

Comments:

Review by matt221 See Profile

  • Location: Calgary,AB
  • Cost Contract price not specified.
  • Install: about 2 days
  • Telco party Telus
Good "Very reliable, consistent speeds"
Bad "Difficult to get bridge modem "
Overall "Would recommend"
Pre Sales information:
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(ratings above consensus)

I've been with Telus for 3 years, started on Internet 6 package, now I have the Internet 25 VDSL (no landline, no TV).
Install was quick, I was able to get the ALU modem vs. the Actiontec 1000 router so I'm in bridge mode with my own routing equipment.
In last 3 years, I can't remember internet going down once. It has been rock solid even during the Summer 2012 Calgary Floods.
Customer service is helpful. Price is a little high against 3rd party internet providers, but compares favourably with Shaw.
I certainly recommend going with Telus.

member for 1.5 years, 427 visits, last login: a few hours ago
lodged 255 days ago

Comments: