Forum Discussion
Boost Device issue
Its been happening for quite a while but hadnt had time to call support until today.
Our Boost Wifi device reboots randomly 1 or 2 times a week, but usually the connectivity light stays green when this happens. It can be seen in the log as the process temporarily shows the the date/year as being 1969.
Also randomly 2 or 3 times a day the Wifi will disconnect all devices that are connected.
Spoke with support and after troubleshooting they said no problem with the hardware but that the system could be over capacity (even though we only have 1 tv box running on wifi and possibly 2 phones at any given time that would use any real bandwidth)
They also said it is normal for the Boost device to reboot like this multiple times a week and that "clearing" all the connections on the Boost is also normal.
Obviously this sounds like BS to me.
What is my next step to escalate this and actually get it fixed or is it really normal and I should purchase my own WiFi router as the tech support person suggested?
8 Replies
Tech came out, with a new Boost device and everything seems fine so far.
The interface is a little different on this version and I can't find the log but fingers crossed this solves the problem.
Obviously they still do have the Boost devices. According to the tech, the "new" WiFi devices they are installing do not work with the Optik PVRs.
TELUS_SupportOfficial Support Team
Hi there, thanks for the update! We’re glad to hear the new Boost device has been installed and things are working better so far.
on the phone again and the solution is suposedly to upgrade to a Gigabit internet package with WiFi + even though my issue is purely internal to my small 700 sq ft home and the router rebooting randomly.
According to the support person they no longer have Boost devices
They should have one, I think the person is trying to upsell you. Did you try resetting the Boost device back to factory? I would even try replacing the Ethernet cable from the NAH to the boost device.
Long day. Almost 3 hours on the phone.
They are sending a tech out tomorrow.
I didn't want to reset it before the tech came out. That will be the next step if they don't "fix" it.
The sell was on so hard for an big internet upgrade and this WiFi + but it literally is 2 people semi retired watching a little internet stuff and 2 phones in a 700 sq ft place.
They wanted to add a booster package and mesh network to our place. Lol.
Crazy
Thanks for the info. I knew it was bs but I could see people falling for it
They said they could see me using over 80% of my bandwidth while I was talking to them.
I actually rebooted everything last night following procedures.
This morning, with only 2 phones connected and the default Telus PVR the Boost device rebooted while I was actually in my office watching it because it kicked my phone off the network earlier. the phones nor the PVR were being actively used
So frustrating.
Log snippet:
31.12.1969 16:00:35 REBOOT TIMESTAMP is 0
31.12.1969 16:00:35 REBOOT REASON is 11
31.12.1969 16:00:35 Current booting firmware version is 2.21.01_build03
25.10.2025 10:27:01 [MR]= master
25.10.2025 10:27:01 BH=1, RADIO_DISABLE_NUM=0, OBTAIN_IP_FLAG=1
25.10.2025 10:27:01 LED status: 9,1,10,0,8,0,22,0 0,0,0Not looking forward to another 3 hour call with Telus.
Can the Boost device be replaced easily? Could I just borrow a neighbour's
Our Boost Wifi system never reboots and we have about 20 devices connected so your system can’t be over capacity. I would try rebooting the whole system and see what happens. Unplug power to everything and power up the NAH first, then power up the Boost Wifi and lastly the TV box. You can also try resetting the Boost Wifi back to factory setting.
