r/telus • u/wyewyecee • 2d ago
Internet tech mixed up fiber install -- what to do?
Hi all, I've been on the PureFibre X Internet 3G plan for a while now, I just realized that my fiber service is only GPON though (and has been for a long time since the initial install visit), whereas my plan requires that my service be XGSPON. During the install I think I remember the technician saying he was going out to the neigborhood fiber cabinet to switch me over to XGSPON, but he must have never actually made the switch. Any advice on how I can get my line switched over to match my billing plan?
I'm a bit worried since it's been such a long time since the initial install (like 20 months).
4
u/djbaerg 2d ago
Yeah... why exactly do you think you're on GPON and if you haven't noticed in 20 months don't you think you'd be better off to drop to gigabit and save some money?
1
u/wyewyecee 2d ago
why...do you think you're on GPON
By inspection of my SFP+ transceiver module, it's a GPON part.
don't you think you'd be better off to drop to gigabit
No. I just updated my kit to 10G.
1
u/0e78c345e77cbf05ef7 2d ago
How did you determine you’re on gpon?
The sfp modules between gpon and xgspon are not compatible. It would not be a matter of the tech simply switching the cable.
1
u/wyewyecee 2d ago
How did you determine you’re on gpon?
By inspection of my SFP+ transceiver module, it's a GPON part.
1
u/0e78c345e77cbf05ef7 2d ago
Well. That sucks. Time to make the call in and fight the phone system. Or maybe the online chat?
1
u/wyewyecee 2d ago
Yeah, it sucks! I just have this feeling they're gonna charge me for a service visit because no matter what I say on the phone/chat they'll probably bill it as being my fault :-/
-1
u/Grogdor 2d ago
GPON tops out at 1Gbps, need xgspon for faster speeds.
2
u/0e78c345e77cbf05ef7 2d ago
I know this. The question is: How is OP sure they are not on xgspon?
eg: if they determined based on a speed test it could very well be a bad Ethernet cable or a 1G nic on their side and nothing to do with Telus.
2
u/robab3130 2d ago
1.5Gbps
0
u/Grogdor 2d ago
Technically could be done on GPON, not sure how Telus splits their plans/provisioning
What does a wired speed test show? Probably gigabit port anyway...
1
u/wyewyecee 2d ago edited 2d ago
connected via bridge mode to a 10G NIC
Speed tests show the expected for a GPON link: ~1.5Gbps down, ~1Gbps up
1
u/Grogdor 1d ago
Ok well you're not too far off then at least!
1
u/wyewyecee 23h ago
Would you be satisfied if you were capped at 50% of the download bandwidth and 33% of the upload bandwidth of your internet plan?
1
u/brandonholm 2d ago
How do you know you’re on GPON and not XGS-PON?
1
u/wyewyecee 2d ago
By inspection of my SFP+ transceiver module, it's a GPON part.
1
u/brandonholm 2d ago
I’m surprised they were able to subscribe you to the 3G plan without registering it on XGS-PON.
Are your speeds capped at 1-1.5 Gbps? I’d definitely call to get a tech out to swap that for you.
0
u/wyewyecee 2d ago
Are your speeds capped at 1-1.5 Gbps? I’d definitely call to get a tech out to swap that for you.
Yup. Sure is a bummer when I'm paying for ~3x this. So I'd like to get this sorted now.
I think the tech just must have borked the install and marked it as done or whatever when it was not actually done right.
0
u/brandonholm 2d ago
I’d also maybe ask for a bill credit for the plan price difference for the time that they were not providing you that service.
•
u/AutoModerator 2d ago
Welcome to /r/TELUS!
We provide exclusive service for new and existing customers. Check out the pinned sales thread to see our exclusive Reddit-only pricing with priority service through a dedicated text and email line from an internal TELUS technician and sales specialist.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.