Forum Discussion
Connect App doesn't pause
Have been an optik internet customer for a few years, but just tried to use the app for the first time 2 days ago because I want to be able to pause the kids internet at night since it's summer and they go to bed later than me. I can login to the app, it sees my Modem/Network Access Hub (Technicolor NH20T) and Boost Wi-Fi 6 (Arcadyan Boost 2.1), and shows the connected devices list. But when I try to pause one of the devices I get the error "Oops Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again."
I have tried doing a pinhole reset on the modem and on the boost then uninstalling and reinstalling the app. Once the app eventually found the modem online again and I tried to pause something again and got the same error. Called customer support, after an hour on the phone she was stumped and said she'll call me back (with no reference number or anything, I honestly didn't think she would) and she did call and leave me a message about 4 hours later saying this is a known issue and they are working on a solution and they will send out an update when it's fixed (when? how will I know?). Does anybody have any information to corroborate or contradict this? Or any suggestions for me?
9 Replies
Just leaving a follow up post for anyone reading this who might also be having the same problem, I got a call from a support rep today as a result of me making this post (thanks for arranging that to the Telus_Support user/group) and the lady told me that she also has this same error on her personal setup at home that she was calling me from. She said they've been making major changes in the backend and working on the app and that I should wait for the app to be updated and if it's still not working in a couple weeks then call back. So yeah, no real solution, I guess this is not working for everyone or at least a lot of people right now? I'm surprised there's not more discussion on here about this...
TELUS_SupportOfficial Support Team
Thanks for the heads-up! Really annoying that there's no immediate fix, but it sounds like a widespread backend issue affecting a lot of people right now. Fingers crossed the next app update clears it up. Keep us posted if it starts working for you!
Furthermore you said “Factory reset your Wi-Fi boosters individually if the hub reset does not fix the device list.” however please be aware that there is no issue with the device list. I can see the device list just fine but I can’t pause any of the devices.
The fact that you are referencing a scenario that does not apply to me indicates you are just copying and pasting previous fixes for other problems so please confirm whether this procedure even applies to my problem (but regardless, I have already done it and it hasn’t helped)
- TELUS_Support
Sorry about that - Has this issue just started, or have you never been able to customize a schedule?
I read the following information online which might pertain to my situation, please advise if this is possible
Ask the tier 2 technician to "re-provision the TR-069 / ACS backend settings" for your account profile or manually push the device profile sync from their end.
I already tried the factory reset you mentioned before even posting here. I deleted the app from my phone, pinhole reset the NAH, wait for it to come back with green light, pinhole reset the Boost, wait for green light, download app and login and test pausing - same error
Do you propose doing this all over again?
- TELUS_Support
Hey! That's definitely frustrating. Can we try running through these steps below?
Unplug Smart Hub: Unplug your main modem/hub for a few minutes, then plug it back in.
Factory Reset NAH: Perform a pinhole factory reset on your Network Access Hub if a simple restart fails.
Reset Boosters: Factory reset your Wi-Fi boosters individually if the hub reset does not fix the device list.
Reinstall App: Delete the TELUS Connect app from your phone and download it fresh after resetting your hardware.
