App not working

My app is not allowing me to view Wifi traffic, set time limits on wifi use, or pause devices like I was told we could.  
it keeps saying "Oops, your modem can only pause a maximum of 0 devices.  Please unpause all devices and try again".  Yet no devices are paused.  

I have called telus as well as asked my telus install person with no answers.  

Any help is appreciated.  We've Rebooted modems, deleted and re-installed the app various times, and tried installing app on another device with no changes.