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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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connect app not showing connected to wifi devices. it says some features unavailable. then it show sync off. how can i fix it? i cant pause devices or even see what connected to wifi. i don't have boosters. i uninstall and install again connect app. i reboot router multiple times. all didn't solve problem.
Hi All,
So far I have:
1) Contacted TELUS Technical Support for hours on end
2) Reinstalled the App
3) Reset network settings on my devices
4) Had a tech come to my place (who installed the App on his Android device and it worked perfectly fine)
None of this has resulted in a solution for me so I have filed a complaint with the CCTS and I strongly urge that you all do the same else Telus is not going to have this fixed!
Mine is spotty at best. Mostly it says there's an error or something and doesn't work. Sometimes it works, sometimes it says the devices are paused but my kids are still using them on WiFi. It's unreliable at best, and the only advice I ever get from Telus is to 'turn it off and on again' and every iteration of that: reset everything, log out of everything, log back in. Disconnect, reconnect. Turn it off, turn it on. If I am being told to do that every time the app didn't work, that's not a solution. If I wanted to manage my technology manually, I would stick to pens, paper and radio plays. Why offer an app that never works and is never fixed with the updates?
It has been over a month since the app has stopped working altogether. It was never great, as there were constant errors that would eventually resolve, but now it appears to have just completely given out. An overall incredibly frustrating experience
Adding our name to the thread and hoping someone will get this quickly resolved. We are constantly having connection issues to the app. Definitely not great that we're paying for a service that doesn't work
Upgraded to 2.5gb highspeed internet a couple months ago and my telus connect still doesnt work. have call telus support on several occasion and they just keep asking me to try the same things. tHIS IS VERY FRUSTERATING .I have a WIFI6E booster router and two mesh telus boosters aftwer that. the app is telling me i dopn't have them so hav can't configuer my router with a diffent wifi [password or name. I pay more and get less.
You can use the web interface of the main Booster (taller unit) to change the SSID and password of the WiFi.
First connect to the gateway (192.168.1.254) with your favorite browser. The password of the gateway can be found on the label inside the unit fixed to the wall. Simply take its front cover off, the label with password should be easily visible.
From there, find the IP address of the main Booster (the taller one). It should be easy to identify by its name.
Now, using your browser, connect to that IP address. The password to use is on the label of the Booster.
From there, go to the WiFi tab and configure your SSID name and password for both your main WiFi and the Guest WiFi, if you want one. All of the connected miniBoosters will get updated on the fly.
At that point, you will need to add the new SSID/password to your computer and any other devices.
Probably not as obvious and easy as if done through the App, but at least it works.
