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Dave E

@telus.net

Telus ADSL keeps timing out. Tech support says nothing wrong

MY Telus ADSL keeps dropping me from games, teamspeak, msn, ect. Online games drop me saying "connection timed out". Everything reconnects after about 20 seconds. All lights on the modem (Zyxel vsg1432) stay on during this.

It happens seemingly at random could be 20 minutes or an hour, or 5 minutes. Because of this my online games are unplayable. Talked to tech support 2 nights in a row, and they can't find anything wrong, and would not offer to send a tech out.

5 days ago a telus installer came and installed optic TV in my neighbors suite upstairs. I live in the lower suite of a house. During the install he accidently cut my ADSL wires, and i had to go outside and make him put it back. He did not realize what he did.

Ever since then this problem has been happening. I don't know if its related, but tech support doesn't seem to think so. Any help would be greatly appreciated. I am so close to just cancelling my telus account. Please help.

anhloc

join:2009-12-11
Canada
You should call in for this one. This isn't one that would easily be fixed online.


Bauwoo

join:2003-12-07
Reviews:
·TELUS
·Shaw
reply to Dave E
Yeah call into Customer Service and ask them to send a tech out to address your problem. Tell them that the last tech made a mistake on his part and ask Telus to compensate for your troubles.

I upgraded to 25 from 15 and the upgrade in the system was stuck and they had to reset my order for another 24 hour wait. Got a free month's internet from them and some Super Channel on Optik TV free for 3 months. I don't watch TV but saving $50 for a month is nice. See what you can get.

Teletech1663

join:2012-12-05
Edmonton, AB
reply to Dave E
Weird issue because your not losing sync. Cross Talk from the other modem on the drop to the house might causing an issue. If you get a tech out ask him if you have any bridge taps on your loop. Ask also for your current rates and the max attainable are. You should have some room from what your at and what the max is.


nss_tech

join:2007-07-29
Edmonton AB
reply to Bauwoo
@Bauwoo - an order getting stuck is a little different than this. They may only credit the from the time the problem started and only for the internet. Then again he may get lucky, hard to say. The free 3 months of Super Channel sounds like one of the regular promotions they offer to everyone whenever Super Channel is looking for customers. I've been offered that twice and I didn't even report problems with my service.

@ Dave E, Question that may seem unrelated but are you running wireless or hardwired or both? Do you have phone service and if yes are you using filters or a POTS splitter? It's still possible for it to be something physical with the connection the installer caused. When Telus checks the line from their end they should be able to see if there are errors or instability. If all else fails before the tech comes, check to ensure they've gotten Network Support to take a look to be safe. I'll assume you did the usual (and not always effective) rebooting of the modem at least once.


Dave E

@telus.net
The timeout problems stopped. All i did was run a virus scan, 1 trojan found and deleted. And do a windows update. Haven't had a problem since. I dont understand it. Maybe just a coincendence?


jtl999
CEO of Actiontec Dev Team

join:2012-11-24
In the GVRD
kudos:4
reply to Dave E
What antivirus? Just wondering.