Forum Discussion
Solved
Connect App - Not connected to Home Network
The Connect App no longer works. It says, "You need to be on your home Wi-Fi and enter your admin password to proceed. Please ensure you're connected to your Wi-Fi and reopen the app to try again" Well......
I have rebooted my ONT
Factory Rest my Wifi Hub
Deleted and Factory Reset my 2 Boosters
Deleted the Connect App and reinstalled on both Android Phone and Ipad
Connected to the factory Wifi
Nothing.....same message. I am unable to add boosters, change their name, change the SSID name or password or control anything else on the network.
I know I can connect directly to the HUB with the GUI to change the SSID and password but there is no method of changing the booster names. You used to be able to enter the IP address for the booster and enter the Booster GUI but not it just redirects to the Modem GUI.
I've searched the net and have found instances of this problem as far back as 2021!! Come on Telus, get it together!
I am open to any suggestions!!
We're aware of a bug. We're working on a fix which we hope to deploy soon. I don't have a timeline yet but once we have something concrete, we'll definitely share it with you. Please stay tuned!
*Edit: Accepting as solution to pin this to the top for visibility.*
65 Replies
Replies have been turned off for this discussion
I’ve been trying to see what devices are connected to our wifi, change the name and password or even just try and see what the connect app offers with our wifi. I’ve tried rebooting it deleting the app and reinstalling it and even restarting my phone and nothings working. It keeps saying “can’t connect to your modem” I have got it to change the name by clicking the plus in the top corner on the app and basically going through the installation procedure but still says can’t connect. Anyone had this issue or know some ways to fix it?
TELUS_SupportOfficial Support Team
Hi! After taking a look, there seems to be a bug and a fix was launched, please give it some time! Will check in once we have more updates.
Any news on this yet? I still am not able to connect to it
I am with you. We have the same issue with the regular booster, and now we moved to a new location with the wifi 6 booster and it is doing the same thing.
The pre-install network hub and wifi 6 are connected to the internet and works great. However we STRUGGLE to have it show up on the Telus connect app. No way for us to reset our wifi name and password. 🫠
Using a web browser, login as admin to the NAH (Network Access Hub, installed on the wall). Its default IP address is 192.168.1.254 (I changed mine through its web interface). The default admin password is on the label, hidden by the front cover.
Once in, look for the IP address of the Main WiFi unit.
Now log into the main WiFi unit's web interface using that IP address. The user name is 'admin'. Its admin password is on its label. Remove the base and the label will there.
From here, you can change the name of the main SSID, the guest SSID and their respective password.
I forget if the settings are propagated to the miniBoost 6e units. If not, their respective IP address and admin password can be found through the steps above for each miniBoost 6e you have.
- Yes it's frustrating. The Telus tech support can do nothing but open a ticket with their back office calling it application issue. The tickets are closed without solving the issue or any one from their backoffice reaching out to me. Sich a shame that no one in Telus want to take the ownership of resolving this app issue.Bright side is you can connect using the web interface.Login using to http://192.168.1.43/login.htmUse the user ID as admin and password behind the cove of Network access hub. I suggest do not change this user ID and password.The you can find the ip address of the wifi 6 booster in wireless devices or devices tab tab.Log in to http://192.168.1.XX/login.htm put the address of your wifi 6 booster you in there. The user ID admin and password is in the wifi 6 booster behind the bottom cover.Here you can change your SSID and password and even enable guest wifi ID. Do not touch any other configuration or settings.All the best.😊
Your .43 can be an other IP address, depending on the install.
Best to first login to the NAH, box on the wall, at 192.168.1.254 (its default IP address) to find the IP address of the main WiFi unit.
Same issue. Got new boost 6e. I still see the old one on app. Obviously factory reset everything, etc. Contacted Telus they were useless so far.
I have the same issue. For now, I just use the web interface to update Wi-Fi booster settings.
The password should be at the bottom (covered by the cover).
I have the same issue.
I spent 2.5 hours today waiting in-line and communication I saw boosters one time.
After some time I decided to check again, and NO-BOOSTERS again.
It would be good to have some alternatives to buggy Telus Connect like connecting to 192.168.1.254I need to add new boosters and cannot do it now.
You should be able to add new miniBoosters by connecting, one by one, to the main (tall) using the supplied ethernet cable. Wait until the miniBooster's LED goes green. Then you should be able to move it to the desired location. It should connect through WiFi (if it is in range of the main Booster) - LED being solid green for a good connection.
Renaming the SSID and changing passwords for main and guest WiFi networks can be done through web interface of the main booster, not the .254 which is the gateway. That one allows changing the IP scheme and other parameters. The web interface of the .254 does show the IP address of the main Booster (taller unit) as well as the miniBoosters. Password to be used is on the label of the respective device, unless you changed them through the web interface.
Having the same issue! Luckily, they seem to still be working but the connect app is useless for monitoring and management.
I am having the same issue! I am connected to my wifi currently and the app is saying I am not. I can't change my wifi password or add my booster back. Tried everything! Restarted the modem, my phone, deleted the app, forgot the network and reconnected. Still having the same issue. I've been trying to connect my LG dishwasher and unfortunately cannot troubleshoot it properly without changing the password to not have symbols. This is frustrating! And can't get a hold of anyone who can help.
- Good luck. I've been dealing with Tech support for the past two months. They won't admit the app is at fault. Do a search....this dates back to 2021!
Hi
After 2 years I finally got Fiber Optik 500/500. They put 2 wifi6 plus hot spots and one booster. They won't show up in my app. I had them change the SSID and password on the backend so my devices would connect. They said they should automatically show up after a few days, but of course nothing. Then when I phoned again, they said there is something wrong with the app and I will have to wait? Is there any way to manually add them? Or connect to them to change the SSID and password without the app? 2nd question. When they came to install I asked if I could just use my old Telus Wifi extenders but the tech said he was going to just install the new boosters. Not realizing that I would be charged 10.00/month for wifi plus. I told them if it was not a requirement I would like it cancelled and removed, but if they did that would I lose wifi. They said they would cancel but I wouldn't lose wifi. So I see people are selling these wifi6 boosters on Facebook. Can I just purchase and add them and be done in order to get wifi6 plus?
- TELUS_Support
PL We're working on a patch to fix this. I don't have a timeline to share but it's something we're actively working on.
I merged your post with a bigger one and if/when there's news to share, we'll do so here.
I got Telus internet and home phone hooked up over two weeks ago. I have still not been able to change the wifi network name or password! I have tried rebooting everything multiple times, deleted the app and reloaded it multiple times, signed out and back in ...the service is fine, but the fact that I can't do something as simple as changing the password is making me wish we'd stayed with Shaw.
At least, for now, you can change the SSID name and password through the web interface of the main WiFi Boost unit (the taller one, if you have the smaller boosters).
You have to log in the "Hub", going through your browser and looking for 192.168.1.254 The user name is "admin". The password is on the label of the "Hub". Do not use the one on the Boost unit. You should be able to find the connected devices and determine the IP address of the main/tall Boost unit.
Now browse to that IP address and login with "admin" and the password on the label of the Boost unit.
Once there, you can set up the Wi-Fi, including renaming the SSID of the main network and of the guest network. It will also show you info about enabling/disabling the "smart devices" network. It's a 2.4 only network for devices which don't like the auto sensing of 2.4/5/6 frequencies. I'm not certain if these will become accessible to devices, like your phone and computer, on the main network ... They should to be worth the effort of having this fixed (can't change) SSID/Password network.
I'm still waiting for the Connect app to see my network to manage devices (ex: "pause") and other selling features.
- Login to your modems GUI by entering the IP address.The user will be: adminPassword will be written on the modem. Make sure you use the admin password not the network one. You can also find the ip address on the modem. Just enter it in any browser and it will bring up the interface.
- TELUS_Support
We're aware of a bug. We're working on a fix which we hope to deploy soon. I don't have a timeline yet but once we have something concrete, we'll definitely share it with you. Please stay tuned!
*Edit: Accepting as solution to pin this to the top for visibility.*
Hello, what’s the solution for this other than calling and waiting at least an hour to talk to someone? Just got my internet set up in my new place 2 days ago and still unable to see my wifi in the connect app to try and change my name and password. Already done the troubleshooting suggested
Hello,
Cannot see the wifi Boosters in Telus Connect app all of sudden from last week or so.
I was asked to reply in private message.
I have already tried the suggestions form Telus support response in another chain.
i have done all things below:
-Reboot modem/ONT then main booster then any other boosters.
-Uninstall /Reinstall app
-Wait 24 hours after any changes on the account, and make sure you don't have any recent or future orders to move or change/upgrade/downgrade service.
Also tried to download the Telus connect app on Apple phone, but no success.
- FuzzyLogic
Community Power User
If it's any consolation I'm having the same experience. I have done all the things you've done as well. Fortunately everything is working but the app simply doesn't seem to see the boost. Hopefully it will be sorted out soon.
Yes, everything is working except the boosters showing up in the Telus Connect app. Seems there are many exeperiencing this same issue recetly.
New version of boosters and riuter/ONT seems to be the solution. Thank you.
- TELUS_Support
Definitely not the experience we want our customers to have. We'll send you a private message to discuss further.
Telus tech installed the gear a couple of days ago. My Telus Connect App still doesn't see anything.
Trying to add (+) units only spins searching for the gear.
I, like others, need the App to work to manage devices. The web interface does not allow that level of management. It only shows basic information about the connected devices.
It sounds like more than a bug given the issue, as reported by others, goes as far back as 2021 ...
Key selling features are missing since the App is not fonctioning and the features are not accessible through the web interface.
- TELUS_Support
We've recently updated the app to patch the issue. Can you uninstall the app, reinstall it and try again?
I have exact same issue.
Please provide support information regarding if app is being updated to fix this issue or if there is anything an end user can do to resolve the issue on their own.
- TELUS_Support
Thanks for letting us know. We'll send you a private message to collect your account info. Please keep an eye out for it 🙂
Facing the same issue. I would like to access my local network to make updates. App states that for IOS 14 and above, local network access must be on to access. It is on when I go to settings. I also have tried many of the above ways to get the app to recognize this. Telus, if you have an answer or information please share. This is very frustrating.
- TELUS_Support
Hi there, we'd be happy to help, but would require some more specifics to dig into it. Please send us a private message so we can take a look?
