High Speed - FAQ

1. What system requirements does your computer need to work with TELUS High Speed?
2. Why does TELUS track and set limits for high speed Internet usage?
3. How much is a gigabyte (GB) of data?
4. How will I know when I have reached my monthly limit?
5. What happens if I exceed my usage limit?
6. Why do I have significant usage?
7. Will I be able to carry forward any unused usage balance for future use?
8. If I change plans in the middle of my billing cycle, will my monthly usage be increased/decreased?
9. Why do you call your service unlimited, when my monthly usage is limited?
10. How can I track the equipment I am returning to TELUS?
11. How do I determine if I have a 32-bit or 64-bit Windows Operating System?

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1. What system requirements does your computer need to work with TELUS High Speed?

   In order to work with TELUS High Speed, your computer must meet the minimum requirements listed below.

   	High Speed Lite, High Speed, High Speed Turbo
   	Windows	Macintosh
   Operating System	XP, Vista, Windows 7	OS X 10.1 - 10.6
   Connection	Ethernet port and/or wireless network adapter*

    

   * For use with wireless home networking, available on High Speed and High Speed Turbo.

   Your service address & telephone number must be qualified to get TELUS High Speed. Final eligibility for the service will be determined by a TELUS representative at the point of installation.

2. Why does TELUS track and set limits for high speed Internet usage?

   TELUS tracks high speed usage to manage and ensure network reliability. However, TELUS does not track the specific Internet sites you visit, files you download, or any other content you may access. Your privacy is important to us. Our dedication to safeguarding your privacy is reflected in our TELUS Privacy Commitment.

   TELUS sets usage limits on its high speed Internet plans to help provide fast, reliable service for all high speed users. These limits will only impact a very small number of customers.

3. How much is a gigabyte (GB) of data?

   A gigabyte (GB) is a unit of measure of computer data that is equivalent to 1,024 x 1,024 KB or 1,048,576 KB. Examples of approximately 1 GB of data include:

   • 100 large software programs
   • 250 music tracks (MP3 music files of 4 MB each)
   • 100 video clips (MPEG video clips of 10 MB each)
   • 20,000 pictures (JPEG images of 50 KB each)
   • 16,000 Web pages (Web page visits of 60 KB each)
   • 2 movies (approximately 500 MB) - note the size of movie can vary significantly.

    

4. How will I know when I have reached my monthly limit?

   TELUS will contact you by e-mail if you significantly exceed your plan limit. The e-mail provides suggestions of potential causes of usage and information about TELUS plans that have higher usage limits.

   Also, you can check your usage online by logging in to your account. Under "Your products (for all accounts)," click on the "View details / modify" link next to TELUS High Speed. On the next page, there will be a "View usage" link in the upper right corner. Click on it to view a detailed report of your Internet usage.

5. What happens if I exceed my usage limit?

   Customers who do not reduce their usage to reasonable levels will be contacted by TELUS and advised of their options, which may include suspension of service. TELUS may suspend service based on the TELUS Internet Services Account Agreement.

6. Why do I have significant usage?

   Common reasons for excessive usage include:

   • Peer-to-peer file sharing programs
   • Internet servers
   • Viruses
   • Bugs in programs
   • Spyware and adware
   • E-mailing large files
   • Visiting many Web sites
   • Multiple users on the same network
   • Hackers
   • Online gaming
   • Compromised wireless network

    

7. Will I be able to carry forward any unused usage balance for future use?

   No. You cannot carry forward any unused usage to the next month.

8. If I change plans in the middle of my billing cycle, will my monthly usage be increased/decreased?

   Your usage is based on the new plan that you subscribe to. Usage is not prorated.

9. Why do you call your service unlimited, when my monthly usage is limited?

   We refer to TELUS High Speed as being unlimited because you get unlimited hours of monthly access.

10. How can I track the equipment I am returning to TELUS?

    Visit the Canada Post Web site and enter your tracking number.

11. How do I determine if I have a 32-bit or 64-bit Windows Operating System?

    If you have Windows Vista or 7:

    1. Click Start, type system in the Start Search box, and then click System in the Programs list.
    2. The operating system is displayed as follows:
       • For a 64-bit version operating system: 64-bit Operating System appears for the System type under System.
       • For a 32-bit version operating system: 32-bit Operating System appears for the System type under System.

    If you have Windows XP:
    Method 1: View System Properties in Control Panel

    1. Click Start, and then click Run.
    2. Type sysdm.cpl, and then click OK.
    3. Click the General tab. The operating system is displayed as follows:
       • For a 64-bit version operating system: Windows XP Home x64 Edition Version "Year" or Windows XP Professional x64 Edition Version "Year" appears under System.
       • For a 32-bit version operating system: Windows XP Home Version "Year" or Windows XP Professional Version "Year" appears under System.

         Note "Year" is a placeholder for a year.

     

For help with file and printer sharing or more complicated networking, check out our Premium Care.