Forum Discussion
Smart Hub Tower Issues
Why is the Smart Hub so unreliable? Mine is constantly dropping, today Telus sent an email saying we had moved the Smart Hub and cut off our internet. We got this service for our cottage and are not ...
TELUS_Support
Official Support Team
Official Support TeamBased on what you've described I'm gleaning a few things:
1) the Smart Hub was experiencing some issues and our system had determine it was moved from the original (geo-locked) service area which triggered it to lock
2) tech support suggested power-cycling the device but it's located at a vacation property
For the first point, moving the device outside of the service area can, in fact, lock the device. Tech support would need to intervene and unlock it.
For the second point, there generally is a reason why you're asked to power-cycle the device. Devices are pushed an HSS profile and unplugging the device will cause it to dump the profile as it boots back up and reconnects to the network. This cannot be triggered remotely by the agent, unfortunately. There's a possibility it will resolve itself also but unplugging it and plugging it back in is the only way to guarantee this happens.
After speaking with neighbors, Telus actually was doing work on the cell tower, so the smart hub flipped to a different tower. However Telus jumped to conclusions, sent an email claiming I had broken my contract to not move the smart hub and shut down/blocked my service. Telus should have known this was happening, however you wasted 2 hours of my time at Christmas dealing with this. Horrible customer service and treatment.
