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giantbrownguy's avatar
giantbrownguy
Rockstar
6 years ago

Boost Dropping Wifi

Hey guys, I’ve been having a problem lately where my Boost devices are dropping their wifi signal. Not sure why, unless having to work from home is burning them out. For example, today I was watching a movie on my TV, streaming from Disney+ and it froze partway through. I’ve had to reboot my Boosts twice in the last couple of days to get it going again. The devices are both hardwired to my T3200. Any thoughts? Has anyone had issues with their Boosts burning out?

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  • BrandonT's avatar
    BrandonT
    Icon for TELUS Team Member rankTELUS Team Member
    6 years ago

    Hey giantbrownguy 

     

    Modems, extenders, and boosters all have their own little quirks. From long run times, to outdated firmware issues, and a plethora of other issues. Diagnosing network issues can get tricky since there are a lot of moving parts. To answer your question, yes, I have encountered issues with my boosters, modem, other smart home WiFi equipment, etc. 


    I would be happy to help narrow down the issue, and help you get your WiFi back to a state of reliability. 

    Questions

    1. Are you noticing WiFi signal dropping on only your TV, or are your other devices effective too?
      (If multiple devices, we know its not the TV itself)

    2. Are you boosters from TELUS? If yes, are they black or white?

    3. By "devices" are you referring to the two boosters hardwired to your T3200 modem/router?

    4. How long have you had these boosters, when did you start noticing WiFi signal issues?

    5. Did anything change on your network since the WiFi issue started? (ex: added Google home, connected new device to WiFi, etc)

     

    After learning more about your specific issue, I will do my best to assist you with some troubleshooting to hopefully get this issue resolved 🙂

    TELUS Employee & Neighbourhood Volunteer :black_small_square:If you found this helpful, let others know by clicking the ❤️ Like button.

    • giantbrownguy's avatar
      giantbrownguy
      Rockstar
      6 years ago

      Hey BrandonT ...thanks very much. Here are my answers. 

      1. Are you noticing WiFi signal dropping on only your TV, or are your other devices effective too?(If multiple devices, we know its not the TV itself)
        mostly iPad, occasionally iPhone, today was the first repeat occurrence of the tv 
      2. Are you boosters from TELUS? If yes, are they black or white?
        White
      3. By "devices" are you referring to the two boosters hardwired to your T3200 modem/router?
        Yes
      4. How long have you had these boosters, when did you start noticing WiFi signal issues?
        At least a year for the boosters. Issues over the last couple of weeks. 
      5. Did anything change on your network since the WiFi issue started? (ex: added Google home, connected new device to WiFi, etc)
        Just increased usage due to working from home. 

       

       

       

       

      • BrandonT's avatar
        BrandonT
        Icon for TELUS Team Member rankTELUS Team Member
        6 years ago

        Hey giantbrownguy No problem 🙂

         

        Alright, lets try some troubleshooting 🙂

        Now that we know its effecting multiple devices, we can narrow down the issue to either your boosters, or your T3200 modem/router. I have a suspicion that 2 boosters should not be hardwired into the T3200.

         

        Usually the best fix is to factory restore both the T3200 and your Boosters. This however results in you having to setup your devices again. So before we do that, lets try some more strategic troubleshooting first to narrow down the root cause.

         

        Troubleshooting

        1. Unplug boosters, and T3200.
        2. Wait 1 minute or longer.
        3. Plug in the T3200 to power.
        4. Wait until the Internet and WiFi lights illuminate solid green on the T3200
        5. On iPad, connect to your WiFi network.
        6. Now see if you are noticing any network issues with WiFi dropping.
          - If WiFi still drops, we know the issue is with your T3200, and we need to factory reset your T3200
          - If WiFi does not drop, we know the problem is with your boosters, and we need to factory reset your boosters.

        How to factory reset TELUS Boost Wi-Fi - Click here

        1. using a pin or paperclip, press and hold boosters reset button for 5 seconds.

        How to factory reset TELUS 3200 Modem/Router - Click Here

        1. Locate the red reset button on the back of the device.
        2. Using a thin object (ex. a needle, paper clip, toothpick), press and hold the reset button for 30 seconds until the Internet light turns red.
        3. Release the reset button.
        4. Your TELUS modem will restart automatically.
        5. Please allow up to 10 minutes for the process to complete.
        6. To reconnect to your modem, you will need to use the default Wi-Fi name and password listed on the sticker on the side of your modem.

        TELUS Employee & Neighbourhood Volunteer :black_small_square:If you found this helpful, let others know by clicking the ❤️ Like button.

         

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