PureFibre 3 Gigabit Internet only provides 1.3 Gigabit speeds

[VernD]

I have had PureFibre 3 Gigabit Internet for some time and am not able to get more than 1.3 GB speed when connected directly to the fibre 10G port. Calling technical service I was told that this is the best I can expect out of the PureFibre 3 Gigabit Internet plan.

They offered to downgrade me to a 1 GB plan if I wasn't happy with these speeds. 

I this what everyone is experiencing?

[TELUS_Support]

Hi there, are you using a Cat 6 (or higher) Ethernet cable?

[Somerside]

That's what I am finding too. I also have the PureFibre 3 Gigabit Internet plan, but even when connected directly to the 10G port with a capable network card, I get around 250 to 350 Mbps download and up to 1600 Mbps upload with the pings around 9ms. Telus is not delivering what I am paying for. When I contacted the install tech, he was helpful on configuring the modem (hub) but silent on why the service speed is at 10% of where it should be. I was expecting Telus would provide me a speed test after the install, but there was not reassuring speed test.  I want to upgrade my network, but there is no point if I am only getting the same Gigabit service I had before.

Why is it always a struggle with Telus?

[Phoneguy5655]

I am a retired telus fiber tech everyone knows me. 1st the rep needs to check for retrains and light levels. you should be getting 75 percent to 100 percent wired one device using cat 6. if not they can remotely reboot.  if they can't fix there's a 2nd level which can check back end systems.  before you call back unplug the black power cord to your modem for  1 minute if that doesn't work and you have a Ont then unplug the  power to it for  1 minute.  DO NOT UNPLUG THE FIBER UNLESS YOU ARE DOING A REMOTE SESSION WITH TECH SUPPORT.  obviously when power is off then other services will be down

[Somerside]

Thank you Phoneguy5655 for your prompt post and helpful info.  The Telus installer declined to reply, but I tried the power off.  It did not improve things, although Telus Support has offered to assist.  So I trust that might lead to a successful conclusion.

[TELUS_Support]

Hi there, Thanks for sharing your experience — we hear your frustration and we’re sorry to hear that your PureFibre 3 Gigabit service isn’t performing as expected. Those speeds are definitely not what we aim to deliver.

There could be a few factors affecting performance, even when using the 10G port and a compatible network card. If the trouble shooting steps that @Phoneguy5655 does not help, please send us a private message with your account details so we can escalate this to our technical support team.

[VernD]

The Tech refreshed the connections and then I was able to retest and it worked.

[TELUS_Support]

Glad to hear that the issue is resolved @VernD please feel free to mark your comment as a solution in the thread so if this happens to someone else they can get guidance on how to fix the issue

[Rocky3]

@VernD Did you resolve your November post problem?

@Somerside The question that needs to be answered is whether the service is actually at your door. Paying for an available service plan does not mean it is available. Should not an install tech have the equipment to test if it is available instead of this process of trying to fix it?

[Somerside]

The install tech left so fast and has not responded to my question on service level. So I am left with Telus customer support.  The firmware on the Hub just confirms there is service. It implies it checks speed but certainly does not report it to the user.

[VernD]

Yes the tech did resolve the issue by reinstalling some of the wiring and then I was able to retest and found that it produced the full speed. 

[Rocky3]

@Somerside your case reminds me of several threads here where people are sold fiber when it does not exist on the street, only copper. Buyer beware.