High speed - troubleshooting

  1. Unable to connect with TELUS High Speed (wired)
  2. Intermittent connection with TELUS High Speed (wired)
  3. Unable to connect with TELUS Wireless Networking

1. Unable to Connect with TELUS High Speed (wired)

If your TELUS High Speed is unable to access the Internet, follow these troubleshooting steps:

Step 1: Reboot ADSL modem and computer

  1. Shut down and turn off the modem and the computer for 10 seconds.
  2. Restart both the computer and modem, ensuring the modem has power.
  3. Try your connection again.

Step 2: Check cables

  1. You will have three cables that run between your computer, the ADSL modem and the wall:
    • A network cable that runs from the computer to the modem.
    • A phone cable that runs from the modem to the wall or POTS splitter.
    • A power cable that runs to an electrical outlet.
  2. All cables should be plugged in securely.
  3. Cables should not be frayed or damaged.
  4. Try disconnecting and reconnecting cables.
  5. Try your connection again.

Step 3: Check your microfilters

  • If you are using the TELUS High Speed Internet Kit you will need to ensure your microfilters are properly connected to the telephone devices in your home in order for your high speed to function properly. Learn how to connect your microfilters.
  • If you are not using the TELUS High Speed Internet Kit continue to Step 4.

Step 4: Check your network preferences

Ensure your network preferences are properly configured. To check your settings choose your operating system and go to step 2 of the following installation instructions:

Step 5: Check for hardware conflicts (Windows only)

  1. Click the Start button.
  2. Choose Settings.
  3. Click Control Panel.
  4. Double-click System.
    NOTE: If you're using Windows XP Category View, click Performance and Maintenance then click System.
  5. Open the Device Manager.
    If you're using Windows 2000/XP/NT/Vista click the Hardware tab, then the Device Manager button.
  6. Look through the list of hardware for any exclamation marks or question marks.
  7. If you find no markings, close the window.
  8. If you find either an exclamation or question mark, please contact your local computer dealer to have the conflict resolved.

Step 6: Validate and release/renew your IP address

While you are connected to the Internet your computer is assigned an IP address from TELUS. It is important you ensure you're obtaining a valid IP. Try renewing and releasing your IP address. Select your operating system below for instructions on how to do this:

Step 7: Register your MAC address

NOTE: If you are using an older Cisco or Netspeed modem please skip this step.

After connecting to the TELUS High Speed for the first time, you will need to register your computer in order to access our network. Learn how to register your computer.

2. Intermittent connection with TELUS High Speed (wired)

If your TELUS High Speed is spontaneously dropping while you're trying to surf the Internet, follow these troubleshooting steps.

Step 1: Reboot ADSL modem and computer

  1. Shut down and turn off the modem and the computer for 10 seconds.
  2. Restart both the computer and modem, ensuring the modem has power.
  3. Try your connection again.

Step 2: Check cables

  1. You will have three cables that run between your computer, the ADSL modem and the wall:
    • A network cable that runs from the computer to the modem.
    • A phone cable that runs from the modem to the wall or POTS splitter.
    • A power cable that runs to an electrical outlet.
  2. All cables should be plugged in securely.
  3. Cables should not be frayed or damaged.
  4. Try disconnecting and reconnecting cables.
  5. Try your connection again.

Step 3: Check your microfilters

  • If you are using the TELUS High Speed Internet Kit, you will need to ensure your microfilters are properly connected to the telephone devices in your home in order for your high speed to function properly. Learn how to connect your microfilters.
  • If you are not using the TELUS High Speed Internet Kit, continue to Step 4.

Step 4: Disconnect other telephony devices

Other analogue devices such as telephones, caller ID's, fax machines, satellite TV dialers, analogue modems, answering machines and security systems can produce interference on the telephone line, possibly causing your ADSL service to be interrupted.

  • Disconnect all other telephony devices from your phone line.
  • If you find an improvement in your connection, try plugging these devices back in, one at a time, until you determine which one is causing the problem.

3. Unable to connect with TELUS Wireless Networking

Step 1: Reboot wireless router and computers

  1. Shut down and turn off the router and the computer for 10 seconds.
  2. Restart both the computer and router, ensuring the router has power.
  3. Try your connection again.

Step 2: Check range and placement of your wireless router

Designed to range up to 100 metres indoors and up to 300 metres outdoors, a wireless connection allows you to access your network from virtually anywhere. However, the number of walls, ceilings, or other objects that the wireless signal must pass through can limit signal range.

Figure 2 - A Home Network with one Wireless Computer

Position the device in a location maintaining a roughly straight-line distance that is within 100 metres to the wireless router with as few obstacles as possible. The router can be placed on a shelf or desktop, ideally you should be able to see the LED indicators on the front if you need to view them for troubleshooting.

Use these basic guidelines:

  1. Walls and ceilings make a difference.
    The signal emitted from wireless devices can penetrate through ceilings and walls. However, each wall or ceiling can reduce the range of a wireless device from 1 to 30M. Position your wireless devices so that the number of walls or ceilings obstructing the signal path is minimized.
  2. Building materials make a difference.
    Buildings constructed using metal framing or doors can reduce effective range of the device. If possible, position wireless devices so their signal can pass through drywall or open doorways, avoid positioning them so that their signal must pass through metallic materials. Poured concrete walls are reinforced with steel while cinderblock walls generally have little or no structural steel.
  3. Position the antennae for best reception.
    Play around with the antenna position to see if signal strength improves. Some wireless devices allow the user to judge the strength of the signal.
  4. Keep your wireless devices away (at least 1-2 metres) from electrical devices.
    Position wireless devices away from electrical devices that generate RF noise such as microwave ovens, monitors, electric motors, etc.

Step 3: Check computer configuration

  1. Ensure your computer is properly configured. To check your computers' network settings refer to the following:

Step 4: Check configuration of wireless settings

  1. To configure the wireless ethernet adapter on your computer you will need to run the connection manager for that specific device. For instructions on how to do so please refer to the manufacturer's user manual.
  2. Ensure the settings in your connection manager match the configuration of your wireless router.
  3. To locate the settings for your wireless router do the following:
    1. From the primary computer's desktop, open the My Documents folder.
    2. Open the file My_Network_Settings.html.
    3. This document will include the following information necessary to configure your wireless ethernet adapter:
      • SSID
      • WEP Key

Step 5: Validate and release/renew your IP address

While you are connected to the Internet your computer is assigned an IP address from TELUS. It is important you ensure you're obtaining a valid IP. Try renewing and releasing your IP address, select your operating system below for instructions on how to do this:

Step 6: Reinstall TCP/IP

To reinstall the TCP/IP protocol on your computer, choose your operating system:

Step 7: Check for hardware conflicts (Windows only)

  1. Click the Start button.
  2. Choose Settings.
  3. Click Control Panel.
  4. Double-click System.
    NOTE: If you're using Windows XP Category View, click Performance and Maintenance then click System.
  5. Open the Device Manager.
    If you're using Windows 2000/XP/Vista click the Hardware tab, then the Device Manager button.
  6. Look through the list of hardware for any exclamation marks or question marks.
  7. If you find no markings, close the window.
  8. If you find either an exclamation or question mark, please contact your local computer dealer to have the conflict resolved.

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