Damn Telus!

[dangonay]

About one month ago I got a message from Telus that said they had detected an "unusually high level of virus like activity" coming from my house. So the first thing I thought is my wife or the kids picked up a virus and proceeded to scan ll my computers. I found nothing on my machines, but my nephew was here visiting and was using his laptop, so I chalked it up to his computer causing the problem.

So I get home today and there's a message on my phone that Telus has again detected virus like activity coming from my house and that they have disabled my Internet. They left a number, so I called and their office is only open until 6:00PM so they're closed.

I call up Telus tech support and tell the guy what happened. He sounds like he's never even heard of someone getting their internet cut off because of "virus like" activity - he literally seemed surprised that this happened. He does some tests and has me reset my modem blah blah blah and is unable to determine the problem. Then he tells me he needs to have a technical "person" look into the problem. Their lines are busy and he can't get through so he offers me a call back, I leave my contact information and he asks me "what time tomorrow would you like Tech Support to call you?" I'm like WTF, and ask him when tech support is open to and he replies 12:00 midnight so I ask why can't they call me back tonight? He then changes his tune and says my call is a "priority" and they'll try to call me tonight. Yeah right.


So has anyone ever received one of these virus warning phone calls? Anyone ever get cut off like I was?

Fuck Telus. I've also had Shaw for several years and have had to call tech support a couple times and always got my issue resolved quickly.

At least Shaw is up and allowing me to keep my fix of Internet for the evening.

[twitchyzero]

If you have wireless internet, make sure it's secured.
but yeah what a shitty situation.

[willystyle]

Shaw Tech Support is 24/7.

Just sayin

EDIT: If you are gonna secure your wireless network, make sure it's WPA2-TKIP, or WPA2-AES. NEVER USE WEP.

[dangonay]

I already found the problem which was in fact my nephew's laptop that he left behind (I didn't know) for my brother to re-format. He left it on last night while it was supposedly backing up not realizing it was sending out spam (most likely) all night.


So I never received a call from Telus after 2 hours so I start a chat session for support. After 15 minutes of explaining what happened the guy tells me I need to call Telus Abuse tomorrow so I can avoid getting my Internet cut off. Huh? I'm already cut off. I tell him this and explain I'm chatting through my Shaw internet connection, not my Telus connection. A few minutes more and I'm told that there's nothing they can do about it and I have to call during regualr business hours. At this point I'm pissed and asked what's the point of having technical support after hours if they can't even fix anything? The response I got was that "they're trained differently and don't even have the abilty to turn connections on or off".

So tomorrow I'm going to have to call the abuse team and ask them to turn it back on.

Or perhaps a better question might be "Since my Shaw connection is working great, why do I even need you to turn your connection back on?"

[TOPEC]

1 question, how does telus know ur sending out spam or have "virus like" activities?

[PornMaster]

I have had this problem like 8 years ago.
It was a virus that was using my network to spam porn websites to gain member access

I called them up after I formatted my computer. Everything was fine after that

[dangonay]

What I find funny is that Shaw never sent me any warning about suspicious activity. So it appears Shaw and Telus are using different methods to try and determine what exactly "suspicious" is.

What really pisses me off is getting turned off without any warning. Telus has my email and alternate contact number on file, so why not try those instead of shutting it down and leaving a message? That and the lousy customer support that can't do shit after 6:00 pm. Seriously, Telus? 6:00pm?
Posted via RS Mobile

[terkan]

well technically if that situation happened with shaw.. it's going to be the same.. you'll have to contact the AUP department and it's located in calgary.. and it's like similar business hrs.. the tech support won't be able to do sh!t to turn back on your internet. had a few of those when i used to work there.

[Mr.HappySilp]

Cancel Telus if I were you.

I only got shut down by SHAW once like 14years ago for over uesage.

Never had a problem with SHAW since then.

[Ch28]

Originally Posted by PornMaster

I have had this problem like 8 years ago.
It was a virus that was using my network to spam porn websites to gain member access

I called them up after I formatted my computer. Everything was fine after that

This story + your user name =

[iamed]

Originally Posted by Mr.HappySilp

Cancel Telus if I were you.

I only got shut down by SHAW once like 14years ago for over uesage.

Never had a problem with SHAW since then.

Hes not being shut off due to usage, hes being shut off due to virus's sending out a mass amount of spam from his connection. Shaw has similar processes as well and will shut his connection off.

[dangonay]

^ Shaw never shut me off despite me using Shaw and Telus on all my PC's at the same time. So Shaw and Telus obviously have different procedures and/or detection systems in place since I was never notified by Shaw during any if this.

I'm wondering if Shaw would outright cut someone off without even making a half-assed attempt to talk to someone in person, rather than leaving a message on your phone telling you after the fact.

Plus Telus is so stupid they sent several emails to my Telus email address which I have never used. Yet my Telus bill gets emailed to my correct/current email address. I guess it's too complicated for them to look in my file for the most up-to-date contact info (which hasn't changed in years).
Posted via RS Mobile

[nns]

The Telus IP you have is probably recorded as the source of all this spam. The recipient's ISP may have noticed your specific IP and all the associated spam it was sending out. They probably contacted Telus with this info.

Or maybe an alert Telus has setup to notify someone of a customer who is running a server when they shouldn't be brought the issue to light, and Telus investigated more.

These are some situtations I can think of where Telus found out about you.

[TRU3R3LIGION]

Never happened to me before and I'm currently with Telus, and I hate Telus as much as you do. Internet is constantly down and it's anooying as f*ck when you have to sit on the line for hours which is exactly why when my contract with Telus ends by the end of this year, I'm switching to Shaw.

[nabs]

hey, are you still having this problem with getting in contact with them?

can you please PM me the number for the line you use for your telus high speed.. also pm me the general area where you live (or your address if you are comfortable with sending me that info), and the name the account is under.

I hope i can be of some help to you. I'll try to get a hold of the "special" customer service only for telus employees.

[Recon604]

telus sucks, tats why i switched to shaw. if you complain about the service, they may send u a xbox 360. my friend got one!

[rageguy]

Network analysis tools are used by many major network providers including the one I work in. It is generally a good practice. These tools look for patterns from various common worms and virus. After hearing that Telus is aggressively monitoring their network and cutting you off, I find Telus a better ISP. I highly doubt anyone reported you.

A sample output of such monitoring tool. As you can see, your IP and timestamp is recording. Telus just has to look up who was using this IP and that time. Voila, it points to you.

| Inc # | description | address | timestamp in UTC | s-prt | dest-addr |
+-------+-------------+---------------+----------------------+-------+-------------+
| G6O | Mebroot | xxx.xxx.xxx.xxx | 2011-06-11T00:52:22Z | 1203 | 91.19.31.15 |
| G6O | Mebroot | xxx.xxx.xxx.xxx | 2011-06-11T00:42:14Z | 1200 | 91.19.31.15 |
| G6O | Mebroot | xxx.xxx.xxx.xxx | 2011-06-11T00:21:56Z | 1167 | 91.19.31.15 |
| G6O | Mebroot | xxx.xxx.xxx.xxx | 2011-06-11T00:15:32Z | 1060 | 91.19.31.15 |
+-------+-------------+---------------+----------------------+-------+-------------+

Good security is safety over convenience, not the other way around.

[dangonay]

Originally Posted by rageguy

Good security is safety over convenience, not the other way around.

Good customer service > all, IMO. A common courtesy would be to call someone who is "very easy to get ahold of" via e-mail and cell phone (both of which Telus has on file for my contacts) BEFORE taking action.

As much as I'd like to cancel Telus I can't. I use both Shaw and Telus so that I can try to maintain 100% uptime (I need reliable access to my server for work). I use a DUAL WAN router to do load-balancing and failover protection.

Getting rid of Telus means having to rely on Shaw being on all-the-time.

[Soundy]

The only time my Shaw internet has gone down in *at least* the last 5 years was when I was severely late with the bill...

[dangonay]

^ My Shaw and Telus have both gone down numerous times. Often it's happened when I wasn't even using it - the only reason I knew was from checking logs.

Having the extra connection is only costing me about $400 per year, and that's cheap insurance in my books.

[G]

HOLY FUCK TELUS FIX YOUR FUCKING INTERNET.

ANYONE ELSE GETTING JEWED OVER RIGHT NOW OR THROUGHOUT THE WHOLE DAY?
Posted via RS Mobile

[PornMaster]

nope solid 15mbps all day

[Jermyzy]

Originally Posted by G

HOLY FUCK TELUS FIX YOUR FUCKING INTERNET.

ANYONE ELSE GETTING JEWED OVER RIGHT NOW OR THROUGHOUT THE WHOLE DAY?
Posted via RS Mobile

My mom says her internet has been down all day, she called up Telus and they said they are having some issues right now. I live 5 minutes away and my internet is still up, but it was sporadic this afternoon.

[dyan]

Yeah telus internet was HORRIBLE this morning. Couldnt even load google. took around 5 min to load.

[striderblade]

Heard on news 1130 saying that telus are experiencing some hardware issue.