Telus mobile internet devices - slower than dial-up in the countryside

I’m paying for a high speed internet stick, (AKA an internet key or mobile internet device) with still another 11 months to go on my  contract with Telus. The internet stick is the Sierra Wireless 306 Mobile Internet Key on the 3G+ network from Telus. It goes without saying that I can’t wait til my bondage to Telus ends and I am no longer a slave to their contract. The internet connection is slower than dialup in the countryside, customer service and support sucks and they won’t ask you a vital question until after your warranty expires. There’s probably a lot of people out there like me. In fact, I know there is.  If you can’t provide the technology you promise, best to get out of the market or figure out how to improve it.

Why can’t I wait for this contract to end? The Sierra Wireless 306 Mobile Internet Key doesn’t work. I’m paying for a high speed connection of one Gig at $35.00, plus taxes of $4.55 a month. (Unfortunately, only Canadians have to pay such high prices and high taxes for data). What do I get for that? An internet connection that is slower than dial-up in the countryside. The only good thing about a Telus mobile internet stick is that while you are surfing the internet and waiting for a page to load, you can do other household chores, such as washing the dishes, making the beds or go to the bathroom if you need to while, yawn, the page eventually might load.

The internet browsing experience with a Telus internet stick consists of surfing the web with an internet connection that is slower than dialup internet connections in the countryside. You will frequently arrive at a webpage that says: “Problem loading the page. The connection was reset while the page was loading.” Or you might have the often occurring  experience of a partial loading of a web page, e.g., the css style sheet does not load. You then have to hit the “refresh” and wait another five minutes.

I have called the Telus support team many times over the last year. The technician told me I had to go outside because the internet stick does not work when you are in a building. My response was, “this is Canada, it’s cold outside.” I shouldn’t have to go outside to surf the internet.

Other solutions I’ve been offered by Telus help desk folks, after I finally get through to them was to go to the website: testmyspeed.com The results I got were as follows::

1st Test:
2128 kbps download speed
466 kbps upload speed

I did a second test of my internet connection at testmyspeed.com.  These are the second results showing that the internet connection drops off.  It took 28 seconds for the testmyspeed.com web page to appear.  The actual speed test took over 5 minutes – after which I could not stand counting any longer. The results of this long drawn-out speed test:
8 kbps download
4 kbps upload

Obviously there’s a problem with the speed of the internet connection. It drops off.

In desperation to find solution, I tried to surf to the Telus website which took 3 minutes and 4 seconds for the page to load up. My Telus “high speed” internet connection then abruptly disconnected.

When I finally arrive at the Telus web page, I read the false advertising on their web page which promises one that you can use your internet stick at the “cottage, or browse the web at the Laundromat. Bank online from the bus and do anything else you want to online while you’re out and about.”

I have noted: it does not mention that I can use my internet stick at home or work. I’ve been fooled. I thought “anywhere” would also mean one’s home. Do I have to go to the cottage or to a laundromat now? I don’t want to.

Telus also promises on its website that the Wireless 306 Mobile Internet Key is for clients “who want internet on the go with the fastest connection speeds available. Access your email from the cottage, or browse the web at the Laundromat. Bank online from the bus and do anything else you want to online while you’re out and about.” They also promise: “With the Sierra Wireless 306 Mobile Internet Key, you can get broadband-like speeds. Send and receive emails, upload and download files, and surf the web anytime.”

Telus promises: Do what you want, when you want. Don’t believe it. It is a lie. My thought is that Telus should not offer or promise this when their technology cannot support these claims.  Note:  I live in an area where there is good cell phone tower coverage.

I feel lied to. I feel let down.   I want to surf the internet with my Telus Mobile Internet key. I can’t.  It doesn’t work at home, in my work place or in the food court downtown.

Update: The Telus support and engineers didn’t call me back over a three week period. During that three week period, I called them back three times for an update on my ticket number. Today, when I called, they said there was nothing they could do for me.

I asked for a replacement internet stick, they said no, I am now three weeks beyond the warranty. They said because I had only told them three weeks after my warranty was over that it was not only in my home that my Telus mobile internet stick was slow or failed, I was not covered under the warranty. It was three weeks after my warranty was over they asked me if this was happening elsewhere. That’s the Telus trick. Don’t ask that vital question until the customer’s warranty is finished.

I asked for a reduction in price because I was paying for high speed internet and only getting slower than dial up in the countryside.  They said no. The only options Telus gave me were to either to pay for repairs to the internet stick myself or to buy another mobile internet device. They would only give me a replacement internet stick if I signed up for another contract with Telus. That is never going to happen.

I’ve been burned by Telus, their “small print,” and the fact they only asked me where the slow internet connection was occurring after my warranty was over. I’m not liking the crap technology they are offering. I feel if you are going to consider signing up for a wireless contract with Telus, be warned. Their service sucks and the promise of accessing “your email from the cottage, or browse the web at the Laundromat or bank online from the bus and do anything else you want to online while you’re out and about,” is just a pile of hogwash. I also have a Fido internet key.  It works fine at home, at work and in the Food Court.

I’m stuck with another 11 months of Telus internet as slow as dial-up in the countryside.  It’s a pity there isn’t more market competition in Canada. We’re really screwed by the monopoly of Telus, Rogers and Fido when it comes to choice, good service and reasonable prices for data.  There are newcomers on the data horizon.  Good luck to them, maybe they’ll be able to provide better service and faster internet.

Needless to say, I won’t be going back to Telus. Telus sucks.