Forum Discussion
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 ...
BrandonT
TELUS Team Member
TELUS Team MemberHey 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
- Unplug boosters, and T3200.
- Wait 1 minute or longer.
- Plug in the T3200 to power.
- Wait until the Internet and WiFi lights illuminate solid green on the T3200
- On iPad, connect to your WiFi network.
- 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
- using a pin or paperclip, press and hold boosters reset button for 5 seconds.
How to factory reset TELUS 3200 Modem/Router - Click Here
- Locate the red reset button on the back of the device.
- 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.
- Release the reset button.
- Your TELUS modem will restart automatically.
- Please allow up to 10 minutes for the process to complete.
- 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.
Hi BrandonT
I did the test, however when I connected to wifi on the T3200, the internet connection was complete trash (about 1 mbps on my iPad, phone and laptop). Granted the modem is in the garage (about 75 feet away, with one full wall between me and it), but I think that was quite the drop. I did the reset on the modem like you suggested.
It took me three tries to get the red light...first it just flashed orange then went green (and I held it for well past 30 seconds) Second time it rapidly flashed green then went solid. Third time it finally went red, after a quick orange/green cycle. That time, however it wouldn’t reboot, so I had to unplug it. After the reboot, the wifi was still trash. The problem with drop outs is random so I can’t duplicate it on demand.
Do you think it’s possible to switch to the new modem? I’m on my second T3200 (because the first one had issues too) and have had nothing but problems. Since I’ve had my Boost, I turned the wifi off the T3200 completely. Generally, the performance has been much more reliable, until now.
- BrandonT
Sorry you had so much trouble resetting the modem. Glad you got that all figured out.
Do you think it’s possible to switch to the new modem? That would be a question for the TELUS Home Service Technical Support via Live Chat or calling *611. I would assume they should be able to switch to a new modem if the current one is the root cause of the issue, but before they would ship out a new device, they would also attempt the troubleshooting steps we are doing. During COVID-19 installations are taking far longer since technicians are doing remote installs and walking customers through the installation process which results in its own delays. As far as I am aware, the technician will be the one to drop off the new modem. With that being said, it may be faster to factory reset your modem (already done), and then your TELUS Boost Wi-Fi (not done yet) which will likely fix this issue.If you choose to contact technical support great, otherwise since we are unable to replicate the issue due to Wi-Fi dropping randomly, if your up to it, lets factory reset the boosters, and set the boosters up just like you had them. Don't forget to disable the modem from broadcasting Wi-Fi.
- If you notice your Wi-Fi is not dropping anymore, GREAT!
- If issue persists... Try only using one of the two boosters.
We are checking to see if perhaps one of the boosters is malfunctioning - If issue persists... Try only using the other booster.
- If issue persists... Contact TELUS Home Service Technical Support via Live Chat or calling *611
If you get a new modem or boost WiFi and the issue persists, perhaps the issue is not with the modem, rather there is something on your network interfering or congesting such as neighbors Wi-Fi, Bluetooth, Radios, Baby Monitors, Walkie-Talkies, Microwaves, or if your booster is by a TV.
TELUS Employee & Neighbourhood Volunteer :black_small_square:If you found this helpful, let others know by clicking the ❤️ Like button.
- Thanks BrandonT. I’ll try resetting the Boosters this afternoon and see what happens.
- Reset of the boost units has been done. I’ll let you know if the issue returns. Thanks for the help.
