High Speed troubleshooting

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: Check cables and micofilters

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. If you are using a TELUS High Speed Internet Kit you will need to ensure that the microfilters are properly connect. Learn how to connect your microfilters.
6. Try your connection again.

Step 2: 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 3: 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.

Haven't found your answer yet?  Chat with an agent now.

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: Check cables and microfilters

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. If you are using a TELUS High Speed Internet Kit you will need to ensure that the microfilters are properly connect. Learn how to connect your microfilters..
6. Try your connection again.

Step 2: 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.

Haven't found your answer yet? Chat with an agent now.