Telus Upgrades

[Tinkerer]

 

[fug]

I find that 1st level support always sucks... telus, shaw, rogers.... it doesn't matter.  If you're reasonably knowledgeable it can be a pretty frustrating experience to talk to someone who wants you to try all the stuff you've already tried.

For any servers that you're going to be using for revenue generation and that require 100% uptime... you might want to look into buying server space on a network that has redundant network connections, back up power supplies and 24 hour real tech support.   I've used Media Temple, Cirrus Hosting and if you're really serious (and can afford it)... Q9 Networks or RackSpace are good too.

[w squared]

My knowledge of things IT certainly doesn't compare with you two gents, but my experiences with Telus have made me think that Fug probably has a point.

For the majority of Telus customers, their connection being down simply means that they can't watch YouTube or keep up with the latest gossip on TMZ. That means that their response to you not having a connection will be a polite version of "just wait until tuesday, TMZ isn't going anywhere."

If I read your post correctly, you stand to lose revenue if your servers are down....and maybe customers. If I were in that situation, I would consider using an ISP where the majority of the customers were also not willing to accept down time without a very good reason...and even then, only for short periods. If the customers demand it, the ISP will deliver.

[cLAY]

I recentlt recieved a new Seimens modem from Telus to upgrade my old one. Plugged it in and set it up and seemed to work ok. However soon I had to go physically reboot it evertime I wanted to go on the net. Seemed if it sat idle for more than 20min it would freeze up. Called the tech line and they said it was my line, the modem was too far from the outlet. So i ran a new phone line and tried some other things even though I was pretty sure the modem had a problem as my old setup worked fine with the same cables. Finnally got a tech that let slip that they've had a lot of warrenty claims with that modem but to verify that they would have to send a tech. Well in the end I threw their modem into the corner and put my old stuff back in. A  LOT of wasted time on my part!

[rangerdanger]

I am a telus repair technician and understand some of your issues, first the people you call for troubles know nothing. They read off a cheat sheet that tell them what to do ie blame customers equipment. Then they proceed to screw with all of the settings before they dispatch a tech. The fellow who shows up to fix the problem is not told what type of service you have whether static or dynamic ip etc. As we offer several residential and business plans both of which use modem/routers or just a modem we have no real way to know which one to install as they have removed our access to any programs that identify which plan you have. I have installed hundreds of siemens modems and have only had a handful fail. We buy them from another company and are not responsible for their shoddy equipment. Telus is working on the quality issue and will have a different modem supplier soon. As for swithching to Nucleus the are just a Telus reseller so you are still going to have a telus tech come to repair your troubles. As for your first modem not working, that is telus's fault they have a bad habit of shutting off service the day before and then the computer "forgets" to send out an order to have a tech run new wires to activate the new service, thats what happens when you give a computer a persons job    If in the future you guys have any issues, feel free to send me a pm I ll see what I can do to help 

[cLAY]

We buy them from another company and are not responsible for their shoddy equipment. Telus is working on the quality issue and will have a different modem supplier soon.

Sorry but thats bull..., if you sell it you are responsible for it. If a mechanic shop installs a brand new part on your car and it fails as you are driving away are you going to go back and yell and the service manager or are you going to go down the street to where the shop bought the part and yell at the parts guy?

Glad to hear they know they are handing out crap equipment and are rectifying the problem.

[Mudhawg]

Telus has been such a gongshow lately with Cellphones too had to call them about 8 times in the past month 

[JohnB]

It felt so good the day, I cut the Telus feed into my house.

[rangerdanger]

Myself if I get a crappy part i usually yell at the parts guy, which is what I do everytime I replace one of those defective modems, I send a nasty email detailing what went wrong with it. As for the cell phone part don t even get me started on that, I can t even keep my new to me cell working (we get the refurbished phones that people send back)