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[Megathread]: TELUS Connect
I have had issues with this app since I started using it ages ago. It's glitchy and almost completely useless.
It boasts such amazing features - schedules, device-blocking, content-blocking and so much more! - but it rarely works. I either get a notice that it can't connect (which is fun because it's literally the name of the app), or I can set schedules and turn off access to certain devices, only to find my kids still using them with complete success.
This is a problem for me. I pause the WiFi to my daughter's phone (she does not have data through a provider, so the only way she can get online is via WiFi - and all of my neighbours have locked access, so she's not getting on theirs) because she likes to text me at work all day for important things like "do we have any snacks" or "check out this TikTok". Yesterday, she texted me all day long again, and even though I checked the app and it was like YEP EVERYTHING'S GOOD THIS PHONE IS DEFINITELY PAUSED, everything was not good, and the phone was not paused.
During the summer, I go to bed before my kids because they are no longer in school, and I shut off the WiFi for their phones and the iPad. It's all on one of those awesome schedules, which the app showed as active and working, but are actually neither of those things. The home screen even showed the devices as paused. Except - I have a secondary app that shows me what apps they are using and for how long, and it let me know that they were on their phones until after 2am. Good stuff.
Does anyone know of an app that isn't this one that will actually do what I need this one to do? I have been giving polite app feedback for ages (that changed yesterday) and Telus doesn't seem to agree, after all this time, that the Telus Connect app should, in fact, connect.
Hi Everyone.
I merged all of these posts regarding the Connect App so I don't have to go to each one and make the same announcement over and over again.
We heard you about your issues with the Connect App. I spoke with the team and they confirmed that they pushed an update yesterday to our hardware that will fix the issue where you don't see your network, or your devices.
The issue is that the NAH or the Boosters did not activate a specific setting when your device was installed. That firmware update should fix this issue but there are ways to manually enable the setting.
Here's what you need to do if you have issues still:
- Factory reset the NAH. Keep in mind that any changes that you made to the NAH you will need to do again. Most people don't make changes so factory resetting will just knock off your internet for a few minutes.
- Once the NAH is factory reset, check the Connect app. If everything works, stop here.
- If you can see your NAH but not your boosters, perform a factory reset on the boosters. Keep in mind that if you have more than one you will need to do each one individually. Please start with the main one first so any others will mesh with the Wi-Fi network that the primary boost has.
- Delete your Connect App and re-download it. If you had the app open when the update went through it will not update and you'll see the same issues. You have to close it and re-open it.
If you still have issues please message us at TELUS_Support by clicking the profile and clicking on "send a message".
I will mark this comment as a solution so you all receive notice and so if anyone after you has this issue they can find this comment and try those steps
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I just noticed this thread. I've been using the Telus Connect app since my service was upgraded to PureFibre several years ago. The app is terrible. It's buggy and slow. I've had numerous calls with Telus about it, which I arranged through the feedback option, but nothing was ever done about any of the issues I raised.
I will list a few of them here:
First, if you try to arrange an appointment using feedback, none are available, which makes me think Telus is no longer interested in receiving feedback on this buggy app.
Second, if you try and do a speed test, it initially starts testing the "modem", then after it increments through the percentage complete almost to the end, it usually reports an error that it can't perform the test and you should restart the modem.
Occasionally, it actually completes the test, but it doesn't report the speed, only a green checkmark. (That's like asking someone "how fast are you going?" and the person answers "yes".) A speed test should report the actual speeds, up and down, not "yes".
Lately, it also offers a button to display the "primary price plan", which in my case is showing as 0 Mbps up and 0 Mbps down. I have should have 940 up and down. This feature is a good idea, but the implementation is broken.
Also, I no longer have both iPhone and Android phones, but on an iPhone, if you have the firewall at anything but "low", the test will not run.
Third, the devices tab often shows no devices, even though I have devices connected 24 hours per day. If I try to refresh the devices on an android phone, the app hangs for several minutes.
In the beginning, I also had numerous problems with the app not reporting both of the wi-fi boost devices, but lately that has been working properly.
This app needs a lot of improvement.
TELUS_SupportOfficial Support Team
We’re sorry you've had to deal with these persistent bugs. We want you to know that your feedback will be shared directly with our product and development teams. Detailed insights like yours are incredibly valuable in helping us identify performance issues, prioritize improvements, and build a better experience. Thank you again for your detailed feedback.
El-EricCommunity Manager
Hi Everyone.
I merged all of these posts regarding the Connect App so I don't have to go to each one and make the same announcement over and over again.
We heard you about your issues with the Connect App. I spoke with the team and they confirmed that they pushed an update yesterday to our hardware that will fix the issue where you don't see your network, or your devices.
The issue is that the NAH or the Boosters did not activate a specific setting when your device was installed. That firmware update should fix this issue but there are ways to manually enable the setting.
Here's what you need to do if you have issues still:
- Factory reset the NAH. Keep in mind that any changes that you made to the NAH you will need to do again. Most people don't make changes so factory resetting will just knock off your internet for a few minutes.
- Once the NAH is factory reset, check the Connect app. If everything works, stop here.
- If you can see your NAH but not your boosters, perform a factory reset on the boosters. Keep in mind that if you have more than one you will need to do each one individually. Please start with the main one first so any others will mesh with the Wi-Fi network that the primary boost has.
- Delete your Connect App and re-download it. If you had the app open when the update went through it will not update and you'll see the same issues. You have to close it and re-open it.
If you still have issues please message us at TELUS_Support by clicking the profile and clicking on "send a message".
I will mark this comment as a solution so you all receive notice and so if anyone after you has this issue they can find this comment and try those steps
I'm troubled by the fact that it has been months that this problem has been declared solved, but that I only signed up for Telus a few weeks ago and am experiencing the same problem. I have wasted 4-5 hours on the phone with Telus reps, and had to take a day off work while a tech spent 4.5 hours at my home. Still nobody has a solution.
Like many commenters here, the only Wifi network I am being given access to is the previous owner of the home I bought. It is extremely troubling to me that they have given me the ability to access and change another customer's wifi network, password, etc. I'm sure she is even more pissed that I have that access.
Now today, I see old devices that have been connected to the network and which I have paused are being reactivated, and I can't figure out if they are accessing my network or hers.
Again, I will repeat the word troubling. There is no other way to explain it.
- TELUS_Support
Totally get it. Our update fixed the issue for the majority of users but clearly you're still experiencing issues so it's definitely frustrating. Have you factory reset the devices to see if that'll clear those profiles?
- TELUS_Support
Sorry to hear about the issues you're having with the TELUS Connect app RobotFish. We'll send you a PM to dig a bit more into this.
I’ve been experiencing ongoing issues with the TELUS Connect app — it cannot detect my Wi-Fi 6 Booster. Additionally, the app displays a message saying “some features unavailable.” The pause/unpause device function does not work, and the devices list fails to appear.
I’ve already tried the following troubleshooting steps:
- Reset the hub and Wi-Fi 6 Booster
Disconnecting and reconnecting the hub and Wi-Fi 6 Booster
Uninstalling and reinstalling the Connect app
Logging in and out of the app
Unfortunately, none of these actions have resolved the issue. This problem has persisted for over six months.
I would like to ask:
Can I delete my TELUS Connect account and create a new one to start fresh?
orCan you clear or reset the devices currently linked to my account so I can re-add them?
In my experience, nothing will resolve these issues. I have had them nonstop since I started using the app, and all the various iterations of the great troubleshooting advice of "have you tried turning it off and turning it back on again?" have been done. Repeatedly. Every single component that can be reset, disconnected and reconnected, uninstalled and reinstalled, logged out of and back into. Sometimes it works for an hour, sometimes a whole DAY. My favourite thing is when it says I can't access certain devices in my list because they haven't been connected in over 48 hours, while I know for a fact they are actively connected because I can see the child next to me USING THE DEVICE.
- TELUS_Support
Hi KK88 - we can do some basic troubleshooting over private message for sure.
We'll send you a private message
We upgraded to Fibre optic a while ago and ever since the connect app isn't functioning properly. Devices aren't showing up so I am unable to pause wifi or set schedules. This is a huge feature in our household with young kids. I need to be able to control when the wifi is able to be used.
Here are some additional pictures to explain the problem:
- TELUS_Support
We've been notified by our team that an update was pushed that should resolve this issue. Are you still experiencing this problem? If so, could you try closing out of the app and hopping back in to see if it's fixed?
Hello. This bug is happening for me exactly as the original post explains: on Friday June 27 I got my internet upgraded to Pure Fibre. The internet works fine, and the installation was smooth. However, in the Telus Connect app the device list is gone. Here are some notes and steps on how to reproduce this issue with a Network Access Hub and Boost Wi-Fi 6:
Bug:
- Open Telus Connect app on Pixel 8 phone after internet has been upgraded to Pure Fibre: (though I don't think this is a device OS bug, due to the huge volume of reports of the error)
- Go to device list in "Devices" - note that the list is blank, it shows only a picture of a cheetah with no other text
- Click the "+" button and user will be taken to a "Setup Telus Device" section, and notice the UI will show the wifi installation is not complete (it has been completed successfully)
- Go through the setup steps as normal
- After getting the confirmation that the installation is good, user gets an error that says "Oops we're having technical difficulties"
Notes:
Today I called tech support for an hour, and they had me forget my wifi, uninstall the app, then they rebooted the Network Access Hub and Boost Wi-Fi 6 remotely, I reinstalled the app and the bug is exactly the same
I downloaded and app called Fing to monitor the devices on my wifi and they are all shown, so the wifi and devices are completely fine. This is specifically a problem with the Device List in the Telus Connect App (and I am guessing the bug happens because the app doesn't recognize the Network Access Hub and Boost Wi-Fi 6 being setup properly)
Because the in-app advertising lists that people can "view devices" and "pause internet for devices" it's really not ok for this bug to persist. It's clearly one of the main reasons people use this app. Can someone please let us know an ETA for the fix?Love the speed of the connection and the price but the app is about 10% reliable. Most of the time it says “oops, can’t show wifi traffic right now”. Sometimes you can pause a device but be careful…go to unpause it later and you’ll get the same message and won’t be able to UNpause any of them. Reinstall the app, change your password, do a little dance, wait a few hours…still nothing. Mine currently is showing no devices connected “oops” (best line ever from a company taking my money). I wonder if oops would work if I built people’s house wrong.
- TELUS_Support
Sorry to hear that and we get it. This was mentioned in https://forum.telus.com/t5/Home-Services/Connect-app-not-working/m-p/168970 thread and looks like the app issue is currently being worked on.
I recently signed up for home internet and phone, and the experience has been an absolute nightmare. Signing up caused all my telus services to be put under a random persons account, and their credit file. It took hours on the phone and in person to fix this.
I went to set up schedules / profiles to find that i get an "oops, your modem can only pause a maximum of 0 devices, please unpause some devices and try again". This is the same device the install tech showed me on his phone that he can do these functions.
Is there a fix for this?I see that this problem is being linked to this one as well: https://forum.telus.com/t5/Home-Services/Connect-App-devices-not-showing-up/m-p/170867
However the problem discussed there is specifically about the fully blank device list but I think they are different. Is the blank Device List error being addressed? I have a post in the other thread with detailed steps on how to reproduce this. It's also advertised as a key feature of the app - will this be fixed soon? Thank you.
OMG, it was a problem in 2022.
But it was working for me last year when I setup the guest password.
You know, what is happening has happened before that I am aware. Remember default guide to your favorites. Fixed and worked for 3 months until another update eliminated it. I thought then and now feel strong that the techs fix a bug but keep working on the original software, so when another problem is solved and the update flashed it does not include the previous fix.
The solution for now is use 192.168.1.61 which is the boost 6 IP to get a login page, then use admin and the password for admin on the boost label.
- TELUS_Support
Thanks for sharing all of these details, we really appreciate you taking the time to explain what’s been happening. It sounds like you’ve done quite a bit of troubleshooting already, and we hear your frustration with recurring issues after updates.
We're passing your feedback along to our technical team, as insights like yours help us improve. In the meantime, we’re glad you found a workaround using the Boost IP and admin login.
TELUS_Support yes, #5 on the link shows the main wifi name but not the guest.
with laptop previously 192.168.1.254 would log into router with admin and password on the boost 6 label.
now i use 192.168.1.61 which is the boost 6 IP and can do guest plus more.
I suppose an update changed out the router IP address PASSWORD, but what happened with the connect app dropping the guest?
- TELUS_Support
For sure and I see what you mean. It looks like this issue was also mentioned with a workaround in the https://forum.telus.com/t5/Home-Services/Telus-WiFi-Hub-But-No-Telus-Connect-App-Guest-Wifi-Option/m-p/129904 thread as well.
My telus connect app doesn't show any devices or a network since I upgraded to wifi 6, I have tried
Reinstalling the app
Rebooting everything in order
Clearing cache and cookies
Using another device
Any other ideas? I'm missing the ability to turn wifi off overnight to encourage healthy teenage sleeping patterns !
Thanks
I’m having the same issues pausing devices from the Connect App. Has this been resolved yet? Please share as it seems this is a long standing issue amongst many users.
- It sure isn't. I called in as suggest and they just kept telling me it's a known issue and that the developers are working on it.Apparently since November? At this point roll everything back to a build that works - how incredibly frustrating!
- TELUS_Support
There is a firmware update coming soon from the dev team to combat this issue. We'll send you a private message to discuss further!
Is this a firmware update for the app or the modem?
It has been more than 2 months and still my telus connect app is not working. I cannot schedule or pause any devices.
- TELUS_Support
I wanted to give you a bit of an update. We released an app update in mid-January which fixed the issue for some customers but it turns out it wasn't a fix for all. We took this back to our Dev team who are now working on a hardware firmware patch which will be coming soon.
Firmware updates are enabled by default so there's nothing more that needs to be done on your end. If we hear about a release timeline we can share, we definitely will :). Thanks for your patience with this.
Is there any update to this? Still not working for me.
Why can’t I see or manage my boosters anymore? The app says I need to connect to my home wifi and enter admin password. This is the worst app ever.
The Telus Connect App doesn't work to pause devices anymore. I had a schedule for my kids and when we upgraded our internet, these schedules disappeared. I can get into the app but it won't show what devices are connected and I can't pause any devices. I have removed and reinstalled the app many times, I've restarted my modem and still the app says "We're experiencing technical difficulties". It's been like this for a week. How can I set schedules to pause devices if the app doesn't work?
I am experiencing the same issue that many others have reported — the TELUS Connect app is unable to detect my Wi-Fi 6 Booster. I have tried several troubleshooting steps, including disconnecting and reconnecting both the hub and the booster, uninstalling and reinstalling the Connect app, and logging in and out of the app. Unfortunately, none of these steps have resolved the issue.
This problem has persisted for over six months, and despite my efforts, it remains unresolved. I would appreciate your assistance in identifying a solution.
I also have this issue. Seems this functionality was removed at some point (genius). I also would like this functionality to be available as it's been missing for months. Seems it is missing since we got the new white ONT boxes and wireless mesh unit (booster). No schedule, no pause, the booster doesn't even show in the phone app. Basically the phone app is useless at this point. Can someone fix this instead of just saying your looking into it?
Same issue. Unable to pause device. No device showing in the connect app
