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" ...
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.*
TELUS_Support
Official Support Team
Official Support TeamDefinitely 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?
- Hi,The Google store shows the latest update dates from December 2nd, 2024. As I indicated, my install dates from a few days ago. More precisely, December 18th. Which is when I installed the app.Nonetheless, I uninstalled the app from my Samsung S22 Ultra to reinstall it. I've selected "Québec, Ontario, Manitoba or Saskatchewan" since I'm in Ontario.Same message appears: "Il semble que votre connexion Internet TELUS n'est pas configurée." My phone is configured in French. It says my Telus Internet connection isn't configured. The only option given is to start a self-installation. The thing is that everything was installed by the Telus tech on the 18th and works. I have WiFi Plus.The Connect app sees nothing about my new Internet feed and WiFi network.When I go through the self-install process, lots of slides about how to connect, ..., IT uses the (older) DM 1000 unit as a guide (documentation not updated?) IT shows a coax connection (again, documentation not updated?) Then IT shows cylindrical Wi-Fi 6 unit, needing to be connected to the DM 1000. Then IT "searches" for the Wi-Fi 6 unit. "3 minutes" later, nada, even with the phone only a couple feet away. Now ... do remember, the hardware is already all configured, for about 48 hours at this time. The only advice received is to check connections and restart the Wi-Fi 6 unit. This is not the solution to the problem as the problem is not the hardware or the network. It points to the app/software.In reading many comments here and elsewhere on the Internet, could it be because my "contract" is not quite complete? I see the account in the other app, but none of the billing or other expected details like the Stream+ Premium, etc. 🤔Serge
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 🙂
I received an email stating a private message - I clickmon the link and enter account login info - it just says Account Verifcation Success. Thanks for authenticating your account. Please return to the social mia channel to send a private message with the information we need dto assist you.
How??? What Now???
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?
I am facing the same issue. I am not able to see the wifi boosters in the Telus connect app all of sudden.
- TELUS_Support
Hi there!
We always recommend basic troubleshooting first, but if you have tried that , please send us a private message so we can look into a fix for your situation. Some basic steps are below for ease of reference.
-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. Sometimes certain orders or back end changes can throw off the app.
Done all your suggestions already. No success.
How do I send private message?
