No jurisdiction to investigate network migration, CCTS says

The Commission for Complaints for Telecom-Television Services (CCTS) has decided it does not have jurisdiction in a complaint about Telus Corp.’s carrier grade network address translation (CGNAT). The matter was raised by a customer in the Lower Mainland of British Columbia. As part of its elimination of copper networks, the western telecom is deploying fibre. It has decided not to give consumers dedicated IP addresses. Instead, users will share a single IP address. This was the basis for the complaint. “No one knows about this,” the complainant, who requested anonymity to speak freely, tells The Wire Report. “Their customer support, their tech support, their field agents, even their executive customer relations manager don’t even know about this policy. I’ve received so much contradictory information.” The customer noticed he no longer had a public IP address after years of using one. He calls the procedure unprecedented and a material degradation of service. “They’re changing how the internet in Canada works without telling anyone,” he fumes. “Publicly routable IP addresses have been standard for residential internet customers in the Lower Mainland for approximately 30 years,” he wrote to Telus on May 24. “CGNAT represents a significant and silent reduction in the capability of the service Telus sells as residential broadband.” The situation was debated back and forth between the consumer and the company. When a resolution could not be reached, the complaint with the CCTS was filed. The consumer told CCTS he contacted Telus tech support three times on May 22, and a field technician confirmed the problem the next day. “Technical support agents lacked both basic knowledge and access to even begin discussing the issue. One hung up on me,” he wrote the commission. “The other lied about escalating me, but just got another tier 1 callback. They all insisted they could not help nor could they escalate my issue to anyone who could.” At first, Telus disputed there was a problem. “CGNAT is not our default provisioning; we only use it for legacy customer premise equipment and non-Telus recognized routers, gateways, or modems,” executive customer relations manager Simon Rollins replied on May 25. Minutes later, the customer responded that both his modems were supplied by the B.C. telecom. On May 27, Rollins apologized for using outdated information in his response. After CCTS accepted the complaint, Telus averred that the matter did not fall under commission jurisdiction. The CCTS had previously disallowed two sections of the complaint on its own. “Given that the service was working, Telus is of the view that how we provided the service is at the discretion of the company,” it wrote the commission. “Because the client does not like the service does not preclude that it was not functioning appropriately.” The customer maintains that is irrelevant to the argument. Despite that, the CCTS wrote both parties on June 8 that it had weighed the arguments and was upholding Telus’ objections. It is not proceeding with the complaint. The client tells The Wire Report he will take no further action, since he now has received a dedicated IP address. He still believes the telecom should be forced to notify all its customers of the move. ppark@thewirereport.ca

No jurisdiction to investigate network migration, CCTS says

Telecom |
By Paul Park
|July 10, 2026

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No jurisdiction to investigate network migration, CCTS says

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|July 10, 2026