Forum Discussion
I can see list of previous customes devices
I got fibre connection , and before putting the gateway into bridge mode to use with my GT AXE 16000 (I'm not using any of telus hardware now) when I started up my telus app , I could see the list of my landlords devices he had used when he had telus years ago. I called support and said that this was kind of concerning and they had no answers for me. Anyone know how it is even possible that I could see devices from a different customer on my new connection?
3 Replies
TELUS_SupportOfficial Support Team
Hey! Try some of these troubleshooting steps:
Factory Reset the Telus Gateway: Before you lock it into Bridge Mode, hold the pinhole reset button for 30 seconds. This often forces the unit to check back in with the mothership and pull a fresh, clean profile."Forget" Devices in the App: Inside the Telus Connect app, you can usually manually "Forget" or "Remove" those old devices.
The "Bridge Mode" Cure: Once the ASUS is handling the IP assignments (DHCP), those ghost devices should eventually drop off the Telus app's "Active" list because they are no longer being detected by the Telus hardware.
- once in bridge mode I can not use the telus app , nor do I want to , my merlin router has been a great way to learn hands on about networking and I just passed my networking course with highest marks teachers ever seen 98.15% ! . I was just wondering if anyone knew how this was even possible to happen. Thanks!
- TELUS_Support
Once the TELUS gateway is placed in bridge mode, the TELUS app loses visibility and management capability. That’s expected behaviour. In bridge mode, the modem essentially becomes a pass-through device and your third-party router (in your case, Merlin) handles:
- DHCP
- NAT
- Firewall
- Wi-Fi management
Because of that, the TELUS app can’t monitor or control the network the way it normally would. Bridge mode gives you full control, which is great for learning and performance tuning but it also means the third-party router becomes the single point of routing logic. From a TELUS support standpoint, once in bridge mode, troubleshooting scope becomes limited to the fibre connection up to the modem. Everything beyond that sits with the third-party router configuration.
