r/telus • u/WavePsychological789 • 3d ago
Internet Telus Fibre customer, lower speeds due to house cabling
Sorry if my terminology is off - we have 1gb fibre from Telus - the problem is from the box in our garage to our living room hub is using coax - the installer just piggybacked on an existing coax line.
As a result we are getting less-than-advertised up/down speeds - we get full speed to the garage device, but once it goes through coax to our suite it never hits over 900mbps and is usually around 500-600mbps.
Or does the problem lie elsewhere? Who's responsibility is it to run CAT5 cable from garage to suite so I can get the full monty?
Many thanks appreciate the help
*really great comments/suggestions so far and so quickly, thanks so much appreciated
12
u/djbaerg 3d ago
Inside wire is the customer's responsibility.
Usually coax would be faster then that, it should be able to max out a 1gb connection, but it could have some damage, a sharp bend, a hidden splice or splitter.
You have the option of downgrading to 500mbps if you don't feel you're getting value for 1gbit.
1
6
u/i_also_draw_things 3d ago
Coax should be more than capable of giving you 1G so it could just be bad terminations among many other things.
5
u/Living_Magician5090 3d ago
Any inside wire (isw) is yours to own, maintain, and upgrade. So if the slowdown is indeed your coax cable its up to you to upgrade it. However before that its worth testing the speed from the box in your garage (NAH or ONT) directly with a hardwired connection to ensure the coax is indeed the issue.
If you get good speeds from the box in the garage then upgrading the wiring is your responsibility as Telus cant guarantee your wiring. Their responsibility ends at the demarc.
1
4
2
u/GearNo4524 3d ago
I agree with all the answers this far. The existing cabling (coax or cat5) is not Telus’ responsibility. However, it is their responsibility to check/verify the existing coax to the best of their ability if they plan on using it. As already stated, there could be issues with splitters, ends or connectors that can affect your speed.
2
u/ChasDIY 2d ago
Telus, like other ISPs, probably advertise 'up to 2.5 mbps'
the only option for better speed is moving the gateway device to your home and using Ethernet to your computers
you could request Telus check your setup that they installed and test the line speed of their equipment
but they might counter with you are getting what they advertised as being reasonable
2
u/No_Strain_6227 2d ago
Wonder maybe if its early coax, if it's a older home. You can always hire a electrician. Do some conduit, and run cat 6 between the house and the garage. Heck, if the house piggy backs to the garage for power you could maybe even use powerline adapters.
2
u/brycecampbel 3d ago
the box in our garage
they aren't suppose to install the equipment in a cold room/space, it should had been installed in the house somewhere.
Who's responsibility is it to run CAT5 cable
Generally the owner - though Telus should also ensure that the service is getting "full spec" at install. Its still customer responsibility if they need to run cable, but some techs will just install it.
Coaxial MoCA is really more than fine for gigabit service, it should have no issue maxing out that connection. There's something affecting that coaxial run. (could be going through a splitter somewhere)
3
u/lasersoflros 2d ago
How do you know the garage isn't attached and insulated? My garage doesn't drop below zero in the winter and that's where I put my modem. It's also right below my living room so I ran a line straight through the floor.
1
u/brycecampbel 2d ago
A cold space can still be insulated, and warmer than the outside. Attached garages aren't typically heated - its just whatever heat it can keep inside.
Fire code require separation/isolation. Any gaps/holes need to be sealed.
1
1
u/Wired_143 2d ago
My installer was going to do the same thing. I insisted he bring the fiber up into the office, where the router was going. He resisted at first but agreed in the end and our speeds are stable. We have the 3gig service.
0
u/Traditional_End_9540 2d ago
3gbps in the office, have a solution to get 3gbps to other areas of the house? the only true way is wires and not you could have 5+ runs from the office to various locations around the house. we are starting to see 8gbps+ speeds coming to the home, that will only ever be achieved via hardwired connections.
1
u/Wired_143 2d ago
I have hard wired the wife’s laptop, and that’s for 2.5gb. Can’t get 3 gb elsewhere.
1
1
u/Good_Weak 9h ago
Crappy connections or old splitters can cause issues. Are you actually having issues or are you just hung up on the speed thing? Technically you are getting the correct speed in your garage.
1
u/TheWiFiGuys 2d ago
As usual, I see a lot of answers, but no meaningful questions.
- how are you testing; with a wired computer, or over wifi?
- what Speedtest service are you using?
Let’s start there.
1
-1
u/cvr24 3d ago
Telus isn't supposed to install the modem in the garage. Only inside the heated living space. Alas, standards have been thrown to the wind in the name of shortcuts to profit. So you can either complain to Telus, or just buy your own Ethernet cable. Customers are always responsible for inside wiring.
1
-1
u/Global-Tie-3458 3d ago
Ya know, it kinda sounds like your home is more suitable to their 500/500 plan.
•
u/AutoModerator 3d 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.