So You’ve Switched to Telus Optik

Posted by on Apr 2, 2014 in News, Tech Support

So You’ve Switched to Telus Optik

Telus Optik Sechelt: It is undeniable, Telus is sweeping the Sunshine Coast with their latest offering of Telus Optik TV / Internet Bundles.  Anecdotally, we are seeing at least half of our customers switching to Telus from Eastlink (the only other major ISP on the Sunshine Coast, BC).

As first reported in the Coast Reporter, the Telus Optik system is fast, reliable, and competitively priced.

Telus Pricing: Serious Savings

Taking all the different bundles into account, some have reported savings of between $350 and $600 per year as compared to Eastlink’s bundled deals.  On top of these annual savings, Telus is sweetening the deal with free 42″ TV’s, free HP laptops, and $50 cash back if you sign-up a friend. From a monthly price perspective, Telus has Eastlink beat.

It is no wonder people are switching to Telus.

What is surprising to me is that Eastlink is doing absolutely nothing to combat the conversion; no special deals are being offered, no incentives to stay are being proposed, and no attempt to retain their customer base is being made.  While I applaud Eastlink’s non-argumentative approach to a switching customer’s request to cancel service, it would be nice if they at least made a token effort to keep the customer interested in staying.

All this being said, the switch to Telus is not one to be made lightly.  Especially if you are a business.

As we are fielding a daily barrage of questions regarding the switch to Telus, I thought I would summarize some of our observations and note the areas in which you should be concerned.

These are not necessarily arguments against Telus, and they are not to be misconstrued as a pro-Eastlink rant, but rather, they are points to consider.

Telus Contract: Hmmph!

We had Telus at a previous location, and we were signed up for one of those 3 year contracts. We bought a house and moved and unfortunately our destination location did not have Telus high-speed available.

Telus considered this a breach of contract, as we were cancelling our service at the original location. We were issued a $300 “early cancellation charge”. I know I probably could have fought the charge, but speaking for 15 hours to someone with a frontal lobotomy is simply not worth the $300. Exactly as Telus would have it.

The net effect is that I have personal experience with these 3 year contracts and get a very real cringe even thinking of them.

So a 3 year contract? No thank you.

Telus Equipment: The Weakest Link for Your Business

As I’ve written before (Eastlink vs. Telus Internet), my fundamental aversion to Telus continues to be based on a much more pragmatic issue than that of price vs. value, or of splitting hairs on declared speeds, or of balking at long term contracts.

My primary concern with Telus continues to be that their equipment, and the restrictions they place on that equipment, is not appropriate to commercial operations.

For home, residential customers, Telus Optik equipment is great. Fill yer boots.

For businesses, Telus Optik equipment is poor at best, and costly and dangerous at worst.

My conclusion is 180° from the District of Gibsons. I know.Town of Gibsons

“The benefits to Gibsons’ residents, businesses and community are extensive,” the District of Gibsons website says. “As a Gibsons resident, you will be able to live in one of the world’s most liveable towns and operate your business right from where you live.”

This statement is true, so long as you don’t have any sort of existing network which contains: a network printer (Xerox, Ricoh, Canon, etc.), a network backup system, a network attached storage device, a server, remote access to your computers, a commercial-level wireless system, or any concern for your network security.

You see, Telus will replace your existing networking equipment with a modified ZyXEL VSG-1432 combination modem / wireless router.

I have actually seen an $800 Meraki router thrown in the garbage after a visit from a [clearly clueless] Telus technician. Your commercial-grade networking equipment will be replaced with a some-what OK router with sub-standard firmware (the software that allows you to configure and control your network).

Your nice, stable network will be replaced with a router that is only somewhat configurable. And unless you just happen to be operating on the same subnet as Telus routers (192.168.1.x) you will encounter the need to either reprogram your router or adapt your systems to the new standard imposed by Telus.

Unlike offerings of yester-year, Telus no longer offers a standalone modem (the terrific, stable, and no-nonsense Thompson modems do not work with the “high speed turbo” and “optik” connections). And due to the inferior firmware forced on Telus users, the Telus ZyXEL modems cannot operate in “bridge mode”, which is a slap in the face of anyone who is serious about their network and IT infrastructure.

Here is a conversation I had with Paul from Telus today (April 02, 2014)

Hi! Thanks for contacting TELUS.
You are ‘2’ in queue.
** The information you provide may be stored electronically on a server outside of Canada. The information will be protected with appropriate security safeguards, but may be subject to access under the laws of the foreign jurisdiction. **

You are now chatting with ‘Paul’
Paul: Welcome to TELUS Technical Support Chat Centre. My name is Paul. I’ll be happy to help.
Paul: Hi Matthew. What I can do for you today?

Matthew: We’d like to use our existing router to handle our home internet … do you have a “just modem” like the old Thompson modems, or can we turn our Zyxel into a modem only
Matthew: this is with the new Optik connections

Paul: Please give me a moment to check it here. Thanks.
Paul: TELUS doesn’t longer provide Thompson modem. You can use the TELUS Zyxel to act like modem for bridge mode, but we do not support the setup here.

Matthew: you don’t support it? You cannot set it to bridge mode?

Paul: That’s right. TELUS doesn’t recommend the use of 3rd party router, and we do not information to provide about your own router.
Paul: *we do not have information

Matthew: interesting
Matthew: so we’d have to completely set up our printers, fax machines, backup systems, NAS devices, all remote port forwarding etc. onto the Telus router, because you cannot turn on bridge mode or provide a $10 modem. Seems wasteful to me.

Paul: Unfortunately, yes. Bridging modem the router is just pretty easy. You don’t need to have that advanced technical knowledge to do it.

Matthew: ok – wonderful – thank you
Matthew: have a great day

Yes, you read that right. Telus would rather have you bound by their inferior equipment than have you use your existing, already set-up and configured “3rd party” routers.

So let’s take a look at what Paul means by not needing to possess any “advanced technical knowledge”.

For anyone interested, you CAN log into your router with the Telus technician root login and configure bridge mode:

There are a set of logins that bypass the crippled, default admin account:

default customer login is (can be changed after first login)
username: admin
password: telus

“poweruser” login – some options are still locked
username: tech
password: t3lu5tv

root login – all features are unlocked and configurable
(old firmware 31.30L.48)
username: root
password: m3di@r00m!

(new firmware 31.30L.55)
username: root
password: Thr33scr33n!

Bridged Mode: For 3rd Party Routers


Before enabling bridged mode you may want to turn off wireless if you’re going to use it on your own router. I’ve had some problems turning it off after enabling bridged mode. Also, you can unscrew the attached antennas, you don’t need them if you’ve turned off wireless.

On your third party router change the default LAN subnet to something outside of the router’s default subnet – should work fine.

To enable transparent bridging mode:

log in as root
go to “Advanced Setup”
WAN IP Addressing
2. Select the ISP protocol below
select “RFC 1483 Transparent Bridging”

Plug your own router (WAN port) into the router (LAN port), now your own router should transparently pass through the Telus router, getting a DHCP assigned IP address directly from Telus. Some additional config may be necessary on your router.

To connect to the Telus router while in bridging mode:

Directly connect a computer to the Telus router and change the adapter address to a static IP in the default IP range (ex.,

Then connect to the router as usual –

With bridging enabled, some strange behaviour is exhibited when logging in – you’ll see below the log in section that it says you’re already logged in as admin although you won’t be able to view any of the configuration pages. When you log in as root you won’t see any confirmation of a log in, you’ll just get bumped back to the home page. You should be able to go to config pages once logged in though.

Alternatively you can log in using telnet if you want to enable it:

Advanced Setup
Remote Telnet
1. Set the remote telnet state below.
Local Telnet -> enable
Set the user name and password for login

Use putty or some other terminal client and login using the username and password you’ve set.
Once logged in, you have a crippled shell – like the command “ls” and “cd” won’t work.
To get a slightly more functional shell type “sh” to get a busybox shell.

To get Optik TV working with a third party router, you must enable multicasting:

If you don’t have multicasting enabled on your third party router, TV channels will work for a few seconds then drop out.

For the tomato firmware this option is:
Advanced -> Firewall -> Multicast
Enable IGMPproxy
Check off the LAN segment you want to enable multicasting on – default should be LAN

So, that’s a lot of steps for something that doesn’t take too much technical knowledge.

However, it should be noted that if Telus pushes a firmware upgrade down the pipe, your settings will be blitzed and you will have to start again. Bummer dude.

In addition to these issues, Telus blocks a bevvy of ports. Ports that are integral for a small business.

Incoming Ports That Telus Blocks

Telus blocks you from hosting several services on your home internet connection. This prevents you from hosting things like web sites, ftp servers, mail servers, on their native ports. You can get around this by hosting these services on non-standard ports or using a VPN connection that doesn’t block the same incoming traffic.

The rationale for blocking these services appears to be under the guise of protecting users and the Telus network from malware. Really it’s just a way to prevent you from fully utilizing your connection and to force you to buy a more expensive tier of service.

The only packages with no blocked ports at this time are the Server packages.

The blocked ports currently are:

TCP 21 (ftp)
FTP server

TCP 25 (smtp)
Email delivery server (MTA – Mail Transfer Agent)

TCP 80 (www)
Web server

TCP 110 (pop3)
POP3 email retrieval servers (MDA – Mail Delivery Agent)

TCP 6667 (ircd)
IRC servers (Internet Relay Chat)

TCP/UDP 135-139 (dcom and netbios)
135 Windows RPC
136 PROFILE Naming System (basically unused)
137-139 Windows NetBios

TCP/UDP 443 (ssl)
Secure web browsing – HTTPS

TCP/UDP 445 (ms-ds)
Microsoft Directory Services

TCP/UDP 1433-1434 (ms-sql)
Microsoft SQL Server

Telus WiFi: Connection Lost

The wireless component of the Telus routers is not bad for a home operation, but lacks severely if used in a commercial space.

For most commercial operations, a delicate array of wireless base stations and repeaters extend the normal operating range of a wireless network.

While the wireless signal of a Telus ZyXEL router can definitely be repeated, you will likely need to revisit how you are offering wireless coverage to your organization.

This has an implied cost associated with equipment upgrades and IT solutions.

Telus Email: Undeliverable

Another issue to be aware of when switching service providers, is that of migrating your email accounts.

If you’ve read our article Email Options: POP, IMAP, and Exchange & What is Right for You, then you know that we are strong supporters of Hosted Exchange and / or non-ISP hosted IMAP accounts.

This means I HOPE you don’t have an email that is or or, etc..

If you do, then the second you terminate your service with Eastlink or other ISP, your old email accounts will be deactivated. Your email from your contacts and customers will no longer reach you. Disaster if you haven’t thought this part through.

Also, do not forget about all of those online accounts you’ve made with your old address. Remember that offsite backup account you made? Do you remember your password? No problem, we’ll just get a password reset email sent to your account. What’s this? You no longer have access to so you can receive your password reset link? Hmmm, this could get tricky, time consuming, and frustrating. And maybe even a little expensive.

So be sure to either arrange to keep paying a monthly fee to retain your old email accounts with your old ISP or update your clients with your new, non-ISP (read, non-Telus) email account.

Telus Security: Think Again

One of my favorite “tricks” to employ when configuring small business operations is to split an internet connection a few ways in order to create an administrative network and a guest network.

Think B&B.

This costs next to nothing to deploy, has no monthly fees, and guarantees that a guest has no access to the business’s admin network.

With Telus this impossible.

And while I don’t fully agree with everything this guy says, nor with his analysis of the situation, it is fun to watch a guy freak out about his Telus router:

Telus Optik: Conclusion

Residential: GOOD

Commercial: BAD

Do you have an experience with Telus?

We’d love to hear about it.

Enter your reply below.

If you’ve switched to Telus and are encountering issues, please contact us and we’ll be happy to help.

Mainstay Computing Ltd. (112 Posts)

Mainstay Computing: Creating Peace of Mind.

Serving the entire Sunshine Coast since 2003.

Call 604 885 2410 |

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  1. We switched to Telus and really like the TV, the image quality, and the savings. We can now subscribe to just the shows we want to watch.

    The installer was here a full 9 hours and had to return the next day to fix our TV.

    That was a lot longer than I was expecting. They must really want our business! Or think they will make a lot from us.

    Your article now explains why our wireless connection for our guest cottage went offline. Sure enough, the installer had removed our separate wireless router.

    I’ll be contacting Telus today to see what their explanation is and how we can achieve the same level of security as we once had.

    What I really don’t like is the way the Telus equipment works.

    You have your fiber optic cable snaking around the house and coming into a conversion box. That conversion box feeds the zyxel router you mention. And then that router feeds a Cisco wireless access point. That access point then provides a signal to our TV receivers WIRELESSLY.

    That seems like a really complicated setup to get TV.

    And how reliable are these wireless receivers?

    Do you have any experience from your customers?

    Great article – thank you!. Will be sharing with my friends.

  2. I really like their internet speeds but find the TV controls really complicated.

    I completely forgot about changing my account information with my online accounts… good tip!

    I’m heading off to change those now.

  3. 5 hours to get connected… but I like the new speed!

    Nice article. Thank you.

  4. “””Qualify for 1 HD and 2 SD – 15mbps
    Qualify for 2 HD and 1 SD – 19mbps
    Qualify for 3 HD and 1 SD – 25mbps “””

    Wrong. You are ignoring ‘line sync’. 3HD requires a line sync of 37Mbps and up, and with quality of service(QOS) should not reduce your internet speed.
    Any Telus TV that is not on Vdsl will only have one HD and 2 SD, with reduction of internet speed when all in use.
    Never use ISP email, except for email from your ISP. Much easier to use one of the Webmail services or create your own domain for email. No need to change when switching ISP’s.
    && Signing a 3 year contract is fully optional. If you get a ‘gift’, you will pay a cancellation fee times months remaining on contract for the gift. (may be $10 for each month remaining of term). Its not free you moochers!
    && You are fully capable of using your ‘own’ bridged gateway or own modem. No support provided from Telus. Any business not realizing this, should be closed until they get some real tech support maintaining their internet systems.
    &&& Ports…… Anyone can change their programs default port. The blocks that are there are to avoid virus infected users.
    && Got fiber Optics to your home or business? You can use your own router. The Telus gateway(plugged into its wan port) is optional.
    Got fiber internet and TV? From your fiber optic terminal, put a switch, that then has the Telus Actiontec gateway on one port and your own router on a second port. you get 2 IP address. 2 fully separate networks

  5. okay Douglas, I’ll bite.

    Which dsl modem’s are compatible with the telus optik systems?

    Give some makes and models on replacing Telus’ crap actiontec or zyxel combo units with a simple dsl modem that allows straight passthrough (bridge) AND supports the optik tvs.

  6. For fiber optic internet from telus you don’t need to use their router at all. Just plug from their fiber modem straight into your own equipment. You will get a proper “public” IP as well. If you have the optik TV with it, just add a gigabit switch after the fiber modem and split using telus’ subpar router for the TV stuff and your own router of choice for the computer home network. Only downside is you may not be able to use the Telus iPhone apps because of the difference in networks (no big deal).

    • We’ve been experimenting with this and you are correct, the fiber optik modem does all of the necessary conversion between lan/wan.

      Telus has a hissy fit if you tell them you’ve removed their Actiontec’s… but if it improves reliability and network stability with our own equipment then we won’t need to be calling in a support ticket anyways.

      Thank you for the note here… always appreciated!


  7. I’m confused. East link says they have used dedicated fibre optics for several years. How is the Telus option better other then a free prize if you sign up for the 3 year contact (something Eastlink doesn’t have). I’ve schedule to have Telus install at my home but after talking to Eastlink this morning — and they dropped my monthly price by $50 a month starting immediately — I’m wondering why am bothering. Can anyone help me? I also just bought a new router so am not keen to rely on the one supplied by Telus. Have to admit I have a very strong distrust of Telus and left them years ago. Very reluctant to go back. To anyone who can help me understand the advantages of Telus, I would be very grateful.

    • Hi Barb,

      Thank you for the email.

      Eastlink DOES have a Fibre Optic backbone and can offer very fast 80 Mbps download speeds on the Sunshine Coast. Telus can offer 100 Mbps.

      However, the fastest upload speed Eastlink offers is 10 Mbps (vs. Telus’s 20 Mbps.).

      How much speed do you need? If you are running a business, more is better. If you are sharing your connection (say, with a Bed and Breakfast cottage), then more is better.

      If you are accessing your network from afar (i.e., remote computing), then more upload is better.

      Where Telus has the advantage is in their bundling of services. They’ve offered some steep discounts for bundled packages, which can save people quite a bit if they have phone, internet, and TV with them.

      The Telus hardware isn’t the greatest, but we’ve gained some understanding on how to avoid some of the larger issues, and can have your business network working with your Fibre Optic connection without the need for using Telus equipment.

      You CAN sign with Telus without a contract, but you just pay a little more.

      If you are happy with Eastlink, your speeds are meeting your needs, and they loyalty retention agent discounted you $50, you might not want to rock the boat and switch.

      Call me if you’d like to discuss (604 885 2410).

      All the best,


  8. Hi well now we are lucky too as we have magnificent fibreoptic tv Internet wow,like you to know no complains at all,very professionally installed like a dream,it’s been working 235 % for a month now ,excellent

  9. I have a good friend just switched to Telus fiber (107up and 25.9 dn) awesome speed. However trying to set up his windows remote access (he does not like 3rd party access software 🙁 ) is a bit of a nightmare. Worked great with Linksys 4300E (port forward) but the new V1000H FW :31.121L.13 dose not seem to work? I set it in Application/custom rules and tried port forward directly. I called and convinced ACTIONTEC via US 1-800 to help they tried and said it was set correctly but they said they could see that the modem was receiving the request and issuing a response but that the response was being potentially blocked, buy the a firewall, firmware or the provider. Unfortunately the setup is over 2 buildings and swapping the routers is not an easy option at this point any ideas?

    • A few things come to mind.

      1. Ensure 3389 w/ TCP/UDP are forwarded to his target machine and that it is a static reservation (i.e. reserve MAC address for that computer to (or some such))
      2. Ensure you are using the correct WAN IP address (use a dynamic redirection service like dyndns or no-ip)
      3. Ensure you are testing from a system OUTSIDE of your network (I have seen Telus block loop-back attempts)… so the way I would test this would be to put a laptop on a hotspot from your phone and test that way (or use an APP like 2x directly from your phone).
      4. If the ActionTec still isn’t playing ball, then I would replace it with your original Linksys 4300E. The ActionTec is NOT required for Telus access. I don’t know how this affects your setup with the second building.
      5. If this is too difficult, then I would pay for a copy / license of LogMeIn Pro and have your friend access his system that way. LMI works behind some of the most complex router/firewall setups and isn’t too costly.

      Hope this helps!


  10. Telus seems to be blocking torrent downloads. Is there any way to get round this ?

    • I suppose you could experiment with different torrent clients.

      I am not aware of any blocks in effect… but this is ever changing, so you might be experiencing something that is just rolling out.

      You may also want to look into programs like Hide My Ass. This *may* help.

  11. for internet privacy, there is a good series of articles here. Never Torrent without at least a VPN in place.

  12. We have two Telus Modems setup for our office 25/5 each. One works in bridged mode and the other for Telus Wifi which is in range. Due to the technicalities that you mentioned, we had to engineer our own solution to meet our needs. We run many servers and a lot of them cannot request static IPs via DHCP, even if they can it will not be as reliable. The max # of IPs are also limited, and setting up a NAT Pool for 1:1 NAT over our firewall is also extremely difficult if not impossible. IP Addresses if assigned manually will only work for a certain amount of time as Telus uses a form of “DHCP Snooping”, basically their DSLAM expects DHCP request at timed intervals, if it receives none your ARP association is lost and you are blocked from further data transmission/reception.

    We rented 4U of Colocation Rack Space with Peer1 and obtained a /27 (32 Public IP Addresses) and a /30 (4 Public IPs for our edge router at the colo). Then a proprietary method was used to bond our modems (two VPN Tunnels) into 1 fat redundant link.

    The modems are actually capped closer to approx 26Mbps/7Mbps, so after bonding, and accounting for overhead, speed tests consistently show 25Mbps/12Mbps download and upload respectively. Download is 25Mbps not 50Mbps because we are doing asymmetric routing on the downstream, and per-packet bonding on upstream.

    If one modem goes down, the downstream automatically re-routes to the other modem, of course maintaining 25Mbps, with the upload being reduced to about 6Mbps.

    For IP Addressing, the /27 netblock, has been divided into two /28s (16 Public Addresses Each) the first /28 is used for equipment at the co-location facility, and the second /28 is routed directly to our office over the two bonded Telus Modems.

    Therefore, we can setup our own DHCP Servers that dishes out public IPs, and assign Public IP Addresses to our servers as needed, of course this bypasses all the restrictions of blocked ports set by Telus, as Telus will only see our UDP Tunnel Traffic going thru the modems between our office and colo on their end. IPv6 addressing from our /48 Block is also accomplished in a similar manner by splitting into multiple /64 Blocks.

    Since we are located in Downtown Vancouver, with Peer1 being in Harbour Centre (the main carrier hotel and internet exchange) being less than 1KM away, routing traffic through them actually gives us a way better ping time and higher quality transit because Telus has a non-congested high speed fibre that terminates directly into Harbour Centre (only 2 to 3 hops away). From that point on the internet routing via Peer1 has much higher priority and QoS as compared to routing thru Telus directly. Ping times to local nearby servers dropped to 6-7ms via Peer1 v.s. 10-13ms via Telus thru their backbone and transit points shared with many other customers.

    An equivalent (and possibly slower) E10 10Mbps/10Mbps from local business ISPs would run you anywhere from at least $800 to $1200 a month. Our proprietary configuration has been running rock-solid for over a year now for our business and hosting our servers. Albeit a tiny bit complex, we are so far extremely satisfied with the current setup which costs us about $450 – $500 a month, which offers all the features you get from a business ISP. You can even run BGP over it if you like.

    Bandwidth is also highly scalable as needed; you can add a 3rd or 4th modem and scale the upload up to 18Mbps / 24Mbps and get triple/quadruple redundancy at a fraction of the price.

    With a little “artistic” and creative engineering, possibilities are endless once you bypass the Telus restrictions by overlaying the link.

    Pings to UBC via Telus (4-5ms added delay):
    [Expert@XXXX]# ping -c 5
    PING ( 56(84) bytes of data.
    64 bytes from icmp_seq=1 ttl=248 time=13.0 ms
    64 bytes from icmp_seq=2 ttl=248 time=13.4 ms
    64 bytes from icmp_seq=3 ttl=248 time=14.4 ms
    64 bytes from icmp_seq=4 ttl=248 time=13.3 ms
    64 bytes from icmp_seq=5 ttl=248 time=13.5 ms

    — ping statistics —
    5 packets transmitted, 5 received, 0% packet loss, time 3999ms
    rtt min/avg/max/mdev = 13.074/13.571/14.444/0.469 ms

    Same destination except routed thru Peer1 “Bypass” via Bonded Modems:
    [Expert@XXXX]# ping -c 5
    PING ( 56(84) bytes of data.
    64 bytes from icmp_seq=1 ttl=246 time=9.73 ms
    64 bytes from icmp_seq=2 ttl=246 time=8.61 ms
    64 bytes from icmp_seq=3 ttl=246 time=9.78 ms
    64 bytes from icmp_seq=4 ttl=246 time=8.52 ms
    64 bytes from icmp_seq=5 ttl=246 time=8.75 ms

    — ping statistics —
    5 packets transmitted, 5 received, 0% packet loss, time 4000ms
    rtt min/avg/max/mdev = 8.526/9.080/9.783/0.560 ms

    Tracing route to []
    over a maximum of 30 hops:

    1 1 ms 1 ms 1 ms [] (Office Access L3 Switch)

    2 1 ms 2 ms 1 ms [] (Office Firewall)

    3 2 ms 1 ms 1 ms [65.X9.XXX.XXX] (Office Bonding Endpoint)

    4 8 ms 7 ms 6 ms [] (Datacenter Bonding Endpoint)

    5 7 ms 6 ms 7 ms [65.X9.XXX.XXX] (Datacenter Border Router)

    6 7 ms 6 ms 8 ms [66.199.XXX.XXX] (Datacenter Gateway)

    7 8 ms 9 ms 7 ms (Peer 1 @ Harbour Ctr Meet Me Room Internet Exchange)

    8 8 ms 7 ms 7 ms [] (Peering Point VANIX – IX – BCNET)

    Trace complete.


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