wireless
04-09-2023, 11:51 PM
Michael has joined the chat
We do apologize for the long wait and Welcome to TELUS Care Chat Support, My Name is Michael.
How are you doing today?
Michael 15:44
good, and you?
You 15:45
That's good to hear.
Doing a little bit better, Thank you for asking.
How can I be of service?
Michael 15:45
The T3200M modem I have, serial number ..., does not provid e Wi-Fi 6. I ask you to replace my modem with one that provides Wi-Fi 6
You 15:46
The New Modem that provides Wi-Fi 6 is not yet available for upgrade.
Are you having any Issues with your current modem?
Michael 15:47
no
You 15:48
I see.
As of this moment, Wifi 6 is not yet available for upgrade but we are working on the Migration process for customers who are interested in getting the Wifi 6 modem which should be release within this 2nd quarter of 2023.
Michael 15:49
It is unfair
You 15:50
What do you mean by that Viktor?
Michael 15:50
PureFibre Internet 300 should be work with Wifi -6. An I would like to use some stuff that work with wifi-6
You 15:52
Viktor, All Internet plan works with Wifi 6 but the Modem Wifi 6 has a different network access hub which is different from what you are using.
We are not saying that we won't be giving the option to upgrade to Wifi since we are already working on the migration process.
But as of this moment, It is not yet available since it is still under construction on how we are going to upgrade the Network Access Hub of existing customer without interrupting the service.
Michael 15:54
Sorry, but now I have PureFibre but no wifi 6
You 15:54
Viktor, I understand your modem doesn't have Wifi 6 option because your Modem is T3200M.
T3200M can only broadcast 2.4 ghz and 5ghz frequency.
Michael 15:55
Yes and All TELUS PureFibre plans include Wi-Fi 6
You 15:55
Viktor, That is for newly Installed service.
Existing customers who has T3200M or the TELUS Wifi Hub can't upgrade to Wi-fi 6 as of the moment because of their Network Access Hub outside the premises is not compatible with the Wifi 6.
Michael 15:56
What do you mean for newly Installed service?
You 15:56
It means that they don't have TELUS Service yet and they're applying for service.
Michael 15:57
I do not understand you
You 15:57
Viktor, Newly Installed service means that If a customer is applying for new service.
For Example, I am a Shaw Customer and I am interested in switching over to TELUS.
Michael 15:58
Does it mean that I have to leave Telus and after while connect again&
You 15:59
If you will cancel the service and reapply for service immediately then the same equipment would be used.
There is no need to leave TELUS because we are already working on a process on how we can upgrade customers equipment to Wifi 6.
But as of the moment it is not yet available.
Michael 16:01
This is not mentioned anywhere, and it turns out that I am paying for the Internet that does not meet the promises.
You 16:01
Like what you've said earlier Viktor, Your Internet is working and there isn't any problem.
Which means that you are paying for the service that you are currently using.
You are looking on our website which indicates the equipment for New Installed service.
Michael 16:02
Sorry, but you words about we working with process means nothing/ I use this internet now and you can working with process forever
You 16:03
I understand what you are trying to say.
But there's nothing that we can do because It is not yet available.
Yes, You are using the internet now which I did ask you earlier if you were having any issues.
Michael 16:05
"Like what you've said earlier Viktor, Your Internet is working and there isn't any problem." - the problem that it has no wifi-6 and this mean that it can work with enough speed
You 16:05
Wifi 6 only provides additional coverage Viktor, It doesn't increase the speed of your Internet.
Michael 16:05
I told you that I would like to work with soft that need wifi-6
You 16:06
I totally understand that Viktor but Wifi 6 modem upgrade is not yet available.
Michael 16:07
All TELUS PureFibreŽ plans include Wi-Fi 6Read legal footnote1, for faster and simultaneous streaming, video calls, surfing, and gaming on all your devices.
It turns out that Tellus is deceiving people in his advertising.
You 16:08
Viktor, We are not deceiving people as we are clearly advising you that it is not yet available for Existing customers.
The information that you have given me is taken from the Wifi 6 Website where it provides the details of the equipment but it doesn't mean that it is available to all customers.
Michael 16:10
More... (https://forum.telus.com/t5/Internet-Home-Phone/Telus-makes-false-advertising-misleading-customers/m-p/135669#M33431)
We do apologize for the long wait and Welcome to TELUS Care Chat Support, My Name is Michael.
How are you doing today?
Michael 15:44
good, and you?
You 15:45
That's good to hear.
Doing a little bit better, Thank you for asking.
How can I be of service?
Michael 15:45
The T3200M modem I have, serial number ..., does not provid e Wi-Fi 6. I ask you to replace my modem with one that provides Wi-Fi 6
You 15:46
The New Modem that provides Wi-Fi 6 is not yet available for upgrade.
Are you having any Issues with your current modem?
Michael 15:47
no
You 15:48
I see.
As of this moment, Wifi 6 is not yet available for upgrade but we are working on the Migration process for customers who are interested in getting the Wifi 6 modem which should be release within this 2nd quarter of 2023.
Michael 15:49
It is unfair
You 15:50
What do you mean by that Viktor?
Michael 15:50
PureFibre Internet 300 should be work with Wifi -6. An I would like to use some stuff that work with wifi-6
You 15:52
Viktor, All Internet plan works with Wifi 6 but the Modem Wifi 6 has a different network access hub which is different from what you are using.
We are not saying that we won't be giving the option to upgrade to Wifi since we are already working on the migration process.
But as of this moment, It is not yet available since it is still under construction on how we are going to upgrade the Network Access Hub of existing customer without interrupting the service.
Michael 15:54
Sorry, but now I have PureFibre but no wifi 6
You 15:54
Viktor, I understand your modem doesn't have Wifi 6 option because your Modem is T3200M.
T3200M can only broadcast 2.4 ghz and 5ghz frequency.
Michael 15:55
Yes and All TELUS PureFibre plans include Wi-Fi 6
You 15:55
Viktor, That is for newly Installed service.
Existing customers who has T3200M or the TELUS Wifi Hub can't upgrade to Wi-fi 6 as of the moment because of their Network Access Hub outside the premises is not compatible with the Wifi 6.
Michael 15:56
What do you mean for newly Installed service?
You 15:56
It means that they don't have TELUS Service yet and they're applying for service.
Michael 15:57
I do not understand you
You 15:57
Viktor, Newly Installed service means that If a customer is applying for new service.
For Example, I am a Shaw Customer and I am interested in switching over to TELUS.
Michael 15:58
Does it mean that I have to leave Telus and after while connect again&
You 15:59
If you will cancel the service and reapply for service immediately then the same equipment would be used.
There is no need to leave TELUS because we are already working on a process on how we can upgrade customers equipment to Wifi 6.
But as of the moment it is not yet available.
Michael 16:01
This is not mentioned anywhere, and it turns out that I am paying for the Internet that does not meet the promises.
You 16:01
Like what you've said earlier Viktor, Your Internet is working and there isn't any problem.
Which means that you are paying for the service that you are currently using.
You are looking on our website which indicates the equipment for New Installed service.
Michael 16:02
Sorry, but you words about we working with process means nothing/ I use this internet now and you can working with process forever
You 16:03
I understand what you are trying to say.
But there's nothing that we can do because It is not yet available.
Yes, You are using the internet now which I did ask you earlier if you were having any issues.
Michael 16:05
"Like what you've said earlier Viktor, Your Internet is working and there isn't any problem." - the problem that it has no wifi-6 and this mean that it can work with enough speed
You 16:05
Wifi 6 only provides additional coverage Viktor, It doesn't increase the speed of your Internet.
Michael 16:05
I told you that I would like to work with soft that need wifi-6
You 16:06
I totally understand that Viktor but Wifi 6 modem upgrade is not yet available.
Michael 16:07
All TELUS PureFibreŽ plans include Wi-Fi 6Read legal footnote1, for faster and simultaneous streaming, video calls, surfing, and gaming on all your devices.
It turns out that Tellus is deceiving people in his advertising.
You 16:08
Viktor, We are not deceiving people as we are clearly advising you that it is not yet available for Existing customers.
The information that you have given me is taken from the Wifi 6 Website where it provides the details of the equipment but it doesn't mean that it is available to all customers.
Michael 16:10
More... (https://forum.telus.com/t5/Internet-Home-Phone/Telus-makes-false-advertising-misleading-customers/m-p/135669#M33431)