dslreports logo
    All FAQs Site FAQ DSL FAQ Cable Tech About DSL Distance DSL Hurdles »»


This FAQ text is copyright dslreports.com
Reproduction of all or part only with our permission..
This FAQ is edited by: nil See Profile, joshb See Profile, Liontaur See Profile, state See Profile
It was last modified on 2013-12-24 20:15:11

1.0 General

What are the bandwidth caps?

The official bandwidth caps for Telus Internet packages are:


TELUS High Speed Lite:
10 GB/month.

TELUS High Speed:
30 GB/month.

TELUS High speed extreme

60 GB/month

TELUS high Speed Turbo

100 GB/month


Velocity Office 3.0:
70 GB/month.

Velocity Server 3.0:
80 GB/month.

Velocity Server 4.0:
100 GB/month.

Telus has instituted a pay for bandwidth policy for usage over the monthly cap. Pricing is as follows:

High speed light $5 per an extra gig

High speed $2.00 per an extra gig

High speed enhanced $2.00 per an extra gig

High speed extreme $2.00 per an extra gig.

High speed Turbo $2.00 per an extra gig.

Whether or not Telus is going to actually charge for the overage is yet to be seen. Although it is known (actual letter posted) they are actively sending out letters if you hit over 200 gigs a month.

Check the Telus forum for the latest news.

What are the current terms of service?

The terms of service for using Telus high speed Internet Service can be found here

The Terms of service of using Telus TV can be found here here

For Telus mobility terms of service here

Can I get Telus highspeed Internet Access?

There are a couple of ways to find out:

1. Call 310-8324 or 310-2255.

2. Try the online wizard

If you are interested in getting Telus TV

1) call 310-MYTV

2) Try the Online wizard

What packages / speeds are there?

For residential customers:

TELUS high speed Lite Internet - up to 256 Kbps. Depending on line conditions port DMT2 or ADSL2(+)
TELUS high speed Internet service - 1.5 Mbps to 6 Mbps Down. Depending on line conditions . port DMT2 or ADSL2(+)
Telus High Speed Turbo 10 Mbps to 15 Mbps down and up to 1 Mbps upload. Depending on line conditions ADSL 2 ports only

For TV service information :

Telus TV port ADSL2(+) or DMT2
Please note for Customers with TV and internet on the same line. Telus will not offer an internet connection greater than 3 megs at this time.

Please note that Telus is now offering TV service via Satellite.

For business customers:

TELUS high speed Office - up to 3.0 Mbps down and 1.0 Mbps up. port DMT2 or ADSL2(+)
TELUS high speed Server - up to 3.0 Mbps down and 1.0 Mbps up. port DMT2 or ADSL2(+)
TELUS high speed Server Elite - up to 4.0 Mbps down and 1.0 Mbps up. port DMT2 or ADSL2(+)

How can I contact TELUS?

customer.relations@telus.com / customer.relations@telus.net
contact page

You can also Phone them at 310-2255

Can I share my Telus ADSL Connection with my neighbours.

Sadly, not according to the AUP. However, Telus has almost no way of detecting if you are sharing your ADSL connection, so do it at your own risk.

Does Telus offer a Digital phone service instead of just plain POTS (VOIP)

Yes Telus does offer a VOIP service you can check it out here

Does Telus thottle internet connections

At this time Telus does not throttle any traffic over standard ADSL plans. IE lite speed, 1.5 3.0 and 6.0 connections If you have Telus TV service than different rules apply due do certain factors needed to maintain quality of service.

Can I leave a review of Telus on Dslreports

If you would like to share your thoughts about your services with Telus, we would be more than happy to have you write a review

I want Telus TV and 6.0 or higher internet?

If you want Telus TV and 6.0 or higher service with your internet. You will need to get the SAT TV service.

I have an account on Telus' old order processing system but want Sat TV and the

Yes it is do-able.

Here is a post from JammerMan79 See Profile concerning the process of how it is done.

JammerMan79 See Profile

To answer... it depends on the rep. I would provide it as it's still the same account at the same location... If a customer still had their phone/internet account on the older legacy order processing system but wanted to have sat tv, we'd have to create a new account in the new system for that portion of their service (2 bills). We've been informed that they still qualify for the bundle discount in that scenario..

as per this thread »Telus T.V And Telus 6MB Internet?

(please note that Telus is currently migrating all accounts to the newer system.)

2.0 Software

What should my settings be?

For All Customers


Incoming Mail Server Type: POP3
Incoming Mail Server: pop.telus.net
Outgoing Mail Server: smtp.telus.net (or mail.telus.net)

Incoming Mail Server Type: IMAP
Incoming Mail Server: imap.telus.net
Outgoing Mail Server: smtp.telus.net (or mail.telus.net)

Webmail client

News Groups

NNTP Server: news.telusplanet.net Port 119


Modem: Dlink 300I, 300G, Linksys ADSLU1/2 / Thomson Speed touch

Register your MAC Address at »oca.ab.hsia.telus.net for AB
or for BC »oca.bc.hsia.telus.net
OCA is being phased out as ADS2 is being phased in. The new website is

Network Settings:
IP Address - blank
Wins Configuration - blank
Gateway - blank
DNS Configuration - Enable DNS

2wire / Siemens

Network Settings:
IP Address - blank
Wins Configuration - blank
Gateway - blank
DNS Configuration - Enable DNS

How to setup on other OSes

Do I have to install the software Telus gave me to get online

No you do not. The software is included because some people will not know how to setup a home network. Setting up any of the wireless gateways can be done without the provided software.

Check in the hardware section for further directions.

For 2wires go here

For Siemens go here

3.0 Hardware

How do I setup a Linksys wireless router with Telus?

Connecting your DSL modem to the Router

1. First connect directly to your DSL modem without the router and verify that you can get on line.

2. Once you've verified that you can get onto the internet without the router please proceed. If you can not please contact your ISP for further assistance.

3. Now unplug the Ethernet cable that connects to your DSL modem from the back of your computer.

4. Take the connection that you just unplugged from the back of your computer and connect it to the WAN port of the router.

5. Take a different Ethernet cable and plug it into port closest to the WAN port, or into the LAN port.

6. Look on the front of the router. The following lights should be illuminated:

- Power

- WAN Link

- Link/Act (On the port that you connected your computer to)

- Note If other lights other than Link/Act are illuminated on this port, that is normal

- You may have a few other lights illuminated depending on the model number router you have, but the 3 above must be illuminated for proper connection.

7. Hold the Reset button on the router for 30 seconds or more

8. Restart your computer
Checking the MAC address of your Computer

Please follow these steps from the computer that was connected directly to the internet with out the router. If you do not, then you may not be able to connect to the internet properly.

Configuring the Router

1. Go to your desktop and double click on Internet Explorer (Located on the Start Menu in Windows XP).

2. When "Internet Explorer" opens type » into the "Address" bar and click on Go.

3. The "Enter Network Password" window will appear.

4. Skip user name and type admin (admin is the default password) as the password, and click OK.

5. By default the router will be set to Obtain an IP Address Automatically.

6. Click on the Advanced tab.

7. Click on the Mac Addr. Clone.

8. When the page loads, input the Adapter/Physical Address you made earlier and input it into the proper fields.

9. Click Apply
Finishing the Setup

1. Shut down your PC.

2. Unplug the power from the back of the router.

3. Unplug the power from the modem.

4. Wait for 30 second.

5. Power up the modem.

6. Wait for the lights to stop blinking.

7. Power up the router.

8. Start up your computer.

9. Surf the internet.

Instructions taken from Linksys site

*Note: You will have to go into OCA and change your MAC address from your computer to your routers before you will be able to access the internet.

**Note: If you are still unable to get on to the internet please repeat from step 1

***Note: The same general rules apply to setting up any Brand of Router not just linksys.


If you have questions about how to access or setup features within your 2wire HG_E t is recommend you post over in the »2Wire forum or check out the »2 Wire FAQ

You can also check out Telus PDF guide on how to Setup the 2wire here

To access your 2wire gateway web interface use the following address » or »home

***Please note Telus has discontinued the 2wire modems.***

Can I get a Seimans SE567 instead of a 2wire

No not anymore. The 2wire modems have now been discontinued. At this time the replacement is only being given out to Telus TV customers.

How do I access the Siemens Firmware

To gain access to the Siemens Firmware use the following URL »

The Default User name is admin
Default Password is telus

Does the Seimens have WiFI access

Yes the Siemens does have WIFI abilities.

How do I fix weak wireless signal on the Seimens portal

1) Log into your Siemens Gateway by clicking on this link
2) At the top right of that page, click on the link that says 'Login'.
3) Log in with the role of 'admin' (without the quotes and all lowercase).
4) Unless it has been changed on your side already, the default password is 'telus' (without the quotes and all lowercase).
5) Click the OK button to go to the next (setup) page.
6) Click on 'Advanced Settings' link, and then select 'Wireless Network' on the left of the page.
7) Beside 'Channel', set the dropdown menu to something different that what it is now.
There is no universally 'better' channel but some might work better than others.
You will have to test and experiment to find out which channel works best for your location.
8) Beside 'Power', set the dropdown menu to 'Highest'.
9) Now hit the 'Apply' button towards the bottom right of it.

Once you have finished the instructions above, your Siemens may need to reboot its self. Please reboot your wireless computers as well ? to refresh the connections in their entirety. Once you return from the computer reboot, you should notice an improvement in the speed of your wireless connection.

Port forwading Instruction for Siemens

For exact port forwarding directions check out this post »Re: How to forward ports on Siemens se567?

The link provided give instructions on how to forward ports for most common programs.

Note: This is a third party website use at your own risk

I can't access my 2wire home portal webpage

If you find you can not access your 2wire home portal web page power cycle your 2wire and try again. If you are still having problems call support.

How do I access the new Dlink Modem

A) Open up your web browser of choice and enter in the following »

User name telus or admin
password telus or admin

If you want a some-what full manual please check out this post »Re: D-Link DVA G3810BN Gateway Please note not all the feature and functions in that manual are usable as Telus has made modifications to the firmware.

Please note at this time the passwords on Dlink are not changeable. That will be coming in the next firmware upgrade.

Why can I not run my speedtouch and Dlink modem / router combo

Hey all, just a quick PSA for all the pepole who are looking at (or are currently) running a Speedtouch in front of the D-Link DVA-G3810.

We just had a huge mail sent at work explaining why the Speedtouch to the D-Link is sub-optimal.

The TL;DR reason why is that both the D-Link and the Speedtouch advertise a address to the set top boxes. This also causes a huge issue when the D-Link is attempting to contact the servers for the newest firmware updates. If you don't do it right, your d-link will be stuck with an old, buggy firmware version that will not allow you to view some channels or groups of channels.

If you demand having a Speedtouch as your modem for whatever reason, (and only if you own it), your best bet is to flash the firmware to a non-TELUS version, and then delete the 192.x.x.x static route and use only the 10.x.x.x route to access the interface etc.

If you brick the Speedtouch by doing it wrong, it's 100% your own fault. I will not entertain posting the Firmware flashing method or files here for anyone, no matter your level of expertise. If you need the Speedtouch for your setup, you'll have the skills to search for and find the resources you need.

Also, if you brick the Speedtouch and you do not own it, good luck getting a replacement from us (TELUS).

Thank you to Glynn023 for posting this information

Current gateways(modem/router) 2013

-Zyxel vsg1432
-Actiontec v1000h
-Actiontec v2000h , for bonded lines
Default gateway address:
Default user-name/password: admin/telus

Gateways work for:
-Adsl = Telus packages of 1Mbps to including 15Mbps
--15Mbps package can be Adsl or Vdsl
-Vdsl = Telus packages 25Mbps and up
-IPTV = Vdsl

The gateways can be bridged but don't ask Telus, as they only offer very basic support and don't make it easy for the end user to bridge via a one click button

No 'modem only' are available from Telus. You can purchase your own Adsl or Vdsl unit from a third party. No Telus support will be given to those customer owned units

4.0 Troubleshooting

What are some other resources for help?

There are a few other places that may be able to help you:
Linksys forum at BBR.
D-Link forum at BBR.
Wireless forum at BBR.
2wire forum at BBR
Telus area at D-Link site.

How can I access the web interface on my 300G modem?

See this post for instructions.

*note: if you choose to do so it is at your risk.

Does Telus block any ports?

Yes Telus currently does block ports to users on home and Office packages.

The only packages with no blocked ports at this time are the Server packages.

The Blocked ports currently are:

TCP 21 (ftp)
Customers running an FTP server will no longer be able to have Internet users connect to their server. Many customers computers are used as FTP servers to store illegal files.

TCP 25 (smtp)
Customers running a SMTP mail server will no longer be able to receive email requests. Also, Telus users will not be able to connect to non-Telus smtp servers on port 25. Prevent mail servers that operate as an open relay. Open relays are used without a customer?s knowledge to sends millions of pieces of Spam.

TCP 80 (www)
Customers running a Web server will no longer be able to have Internet users connect to their server. Common exploit on old Window IIS server and Linux boxes that are not properly patched.

TCP 110 (pop3)
Customers running a POP mail server will no longer be able to have Internet users connect to the server. Prevent mail servers that operate as an open relay. Open relays are used without a customer?s knowledge to sends millions of pieces of Spam.

TCP 6667 (ircd)
Customers running a IRC server (Internet Relay Chat) will no longer be able to have Internet users connect to the server.

TCP/UDP 135-139 (dcom and netbios)
These ports are commonly exploited by worm viruses:
135 Windows RPC
136 PROFILE Naming System (basically unused)
137-139 Windows NetBios

TCP/UDP 443 (ssl)

TCP/UDP 445 (ms-ds)
Microsoft Directory Services - Customers that allow legitimate Internet users access to their computers will loose this ability. This allows hackers to directly connect to a Windows based computer and gain total control over the OS.

TCP/UDP 1433-1434 (ms-sql)
Microsoft SQL server - Customer running an SQL server will no long be able to have Internet user connect to their server. There are several worm viruses that exploit holes in SQL server.

Why do I have a 10.***.***.*** IP address?

You haven't registered your device MAC address via OCA. Here's how you do it:
Access the OCA via the following URL

If you have lost your OCA account information, the best way is to call the number shown on the bottom of the OCA page and request a new one, which should only take about 2-3mins.

Once you have got your account, log in and follow the links. It is very basic. The site should auto detect the mac address of the device you are putting on-line. Your good to go.

How do I find out what my Mac address is?

If you want to find out what your mac address is follow these simple instructions.

To get the MAC address... (Not sure if this would work with connection or without connection...)
Windows 95, 98, 98SE:
Select your adapter and check the adapter address shown, that's your MAC address

Windows 2000, XP, Vista, Windows Server Editions
Start->Run->cmd->ipconfig /all
Take note at the Physical Address, that's your MAC address.

What are the DNS addresses used by Telus?

For Telus TV customers the DNS servers are different.

How can I test my speeds?

There is an FTP speed test that Telus offers, it's fairly accurate of your speeds.

1. ftp to ftp.telus.net
2. login as anonymous, use any email address as your password
3. type cd pub
4. type cd size-test
5. type get two_meg

If you are a Telus customer, you can also test upload speeds in this manner
1. ftp to www3.telus.net
2. login with your telus userid/password
3. type put two_meg

You can also try out other speed test tools located DSLR Speedtest

Another alternative to try is speedtest.net or speakeasy

I can't access one website?

If your having problems with only 1 Website check out this link.

»downforeveryoneorjustme.com It will tell you if it's only you or if it's a general internet problem.

5.0 the chain of events

Some network basics about internet service

For those of you who are not aware of the basic's of what is required to get from Telus servers to your house here is brief over view of the chain of events that have to happen in order for your service to work properly. I want to give a big thank you to twixt See Profile for taking the time to write this all out...We're all very greatful for it...

There are five (5), repeat FIVE, different places things can happen that screw up your data transfer rate. Your system only works properly when ALL FIVE things are working right. ANY ONE of the five things screw up, and data transfer rate goes into the toilet.

1. People are complaining about DNS latency. This is ONE of the five things that can go wrong. Currently, both Telus and Shaw's DNS response times are mediocre to poor, depending upon load (which means the response times get worse at the very times of day that everyone's complaining about). Poor DNS response-time means that when you click on a URL that is not cached in your router (or you are brainless enough to be running without a router), you will have to wait the required length of time for Telus or Shaw's DNS server to deign to reply to your request and resolve the URL into the required IP address.

This is completely out of your control. The retrieval-efficiency of DNS requests are a function of the DNS server and have nothing to do with anything at your end of the connection. You can MITIGATE poor DNS response from your ISP by using a router with its own DNS-caching capability. However, you will STILL be limited by the response time of the external DNS whenever you access something that is not already in the router's internal cache. This is normal and correct operation - handle it.

2. The second place things can go wrong is between you and your port at Telus. This can include problems with your ethernet card in your machine, the ethernet cable between your machine and your router, your router itself, the cable between your router and your ADSL modem, the power supplies for either your router or your ADSL modem, the wiring from your ADSL modem to the wall jack, the ADSL signal-splitter, the wiring from your wall jack to the demarc in your building, the wiring from the demarc to wherever your port is located, the port itself, or the wiring from the port into the internal Telus backbone.

You have control over this up to the demarc point - which sometimes includes the ADSL splitter. You have NO control over anything past the demarc point. Now, if your problem is time-of-day related, you can reliably assume that everything between your router and your port is OK - except for one issue. ADSL modems are sensitive to the NUMBER OF ADJACENT PAIRS IN THE TRUNK CABLE THAT ARE ALSO CARRYING ADSL TRAFFIC.

What the above means, is that if Telus has oversubscribed your trunk cable (has too many customers with ADSL on the set of cables going from your place to your ADSL port), then there will be interference between your set of telephone wires carrying your ADSL signal and the signal on the telephone wires of the person next to you in the cable bundle. When this happens, BOTH your ADSL modem and the other ADSL modem slow down until the bit-error-rate decays to an acceptable level. This is completely automatic - you have NO control over this. Now, extend this over multiple connections. As the load on the system imposed by users increases (time-of-day) the amount of interference increases. ALL the modems then start to throttle - quite correctly - so that everyone gets at least as much of the pie as they can get without robbing their neighbour.

Another thing - the higher the maximum ADSL transfer rate, the LOWER the number of ADSL pairs that are allowed in a cable bundle because the higher-frequency-signals used to achieve the higher ADSL transfer rate spread further from your pair than the lower-frequency-signals used for a lower ADSL transfer rate.

So, the result of the above is that if Telus offers high-speed ADSL to everyone - and a cable that has been working fine with an ADSL-pair-density originally set for 1.5Mb/s is suddenly faced with a lot of those people upgrading to 3MB or 6Mb/s, guess what happens? The higher interference caused by the higher-transfer-rate signals causes EVERYONE to slow down, because there are more EXISTING ADSL pairs in that cable than the enhanced or extreme-speed-service can support. And it only gets worse for every customer Telus upgrades from standard to enhanced or extreme service.

Now, please note that this trunk-cable-interference occurs on the Telus side of the demarc. You have NO control over this - trunk-cable ADSL density is a function of decisions made by Telus sales. IMO, from the results being shown, both enhanced and extreme service is massively oversubscribed - and a whole bunch of enhanced and extreme users should be downgraded back to 1.5Mb/s to allow the system to recover stability at that rate.

3. Once your signal passes out of your port, it goes onto the Telus INTERNAL backbone. This is a fiber-optic network that links all ADSL-capable exchanges and stingers that Telus operates. A problem with any of the routers on this internal network will also cause slowdowns - and again a router can work properly under low-load conditions and then gradually slow down as load-levels go up, so again we have another situation where time-of-day shows up as a factor.

4. Once the signal is on the Telus Internal backbone, traffic to "the outside world" is routed into the internal end of Telus' Western Canada Internet point-of-presence.

This router (or system of routers) must be able to reliably carry the TOTAL in-and-out-the-door traffic for ALL of BC and Alberta. Again, loading issues here can cause time-of-day-related slowdowns, just as in item 3.

5. A high-speed fiber-optic link carries the traffic from the internal point-of-presence router system to the external point-of-presence router system. The external point-of-presence routers (which live in the US) link Telus with the main US-based Internet Trunk Carriers.

The arrangement of the external connection is a function of the agreements Telus has made with the US-based carriers as to the amount of load Telus imposes on their network and the cost of that load. Router programming for this end of the connection is NOT trivial - there is a LOT of cross-connect-requirements that have to be met without screwing up things on the internet backbone itself. (Read: $$$$$)

Also, this is the place where egos and pissing contests between ISPs cause massive slowdowns when access to trunks are throttled or cut because people can't get along.


WHICH of the above items causes your particular problem can vary. In some places, the problem is item 1. In some places, the problem is item 2. Grief with item 3 will usually cause a problem with an entire exchange-area and is usually fixed quite promptly. Grief with items 4 or 5 will cause the entire Western Canada region to be unable to gain access outside the internal Telus network and again is fixed with very high priority.

Note: If Telus has some sort of redundancy and/or load-sharing mechanism in place, Grief with Items 3, 4 and 5 will only cause slowdown, rather than stoppage. But this then masks the issue - so again you have difficulty in determining exactly what is causing the problem.


There are a VERY SMALL number of situations where changing an ADSL modem to another brand - or changing a port to a different network stream on the Telus internal network - will cause an improvement in the minimum-data-transfer-rate the user will experience.

However, in the vast majority of cases, the only way the user is going to see minimum-data-transfer-rates which do not dip to less than 80% of their maximum-data-transfer-rates is if Telus loads their existing infrastructure according to proper ADSL design principles for their WORST CASE (all extreme-users) condition.

This means AVOIDING OVERSUBSCRIBING - and telling people on existing oversubscribed networks that their best option may be to downgrade to a slower maximum-data-rate so their minimum-data-rate stays higher.

twixt See Profile