Forum Discussion

stuartbinder's avatar
stuartbinder
Neighbour
25 days ago

Internet Backup feature - does it work?

Has anyone got Internet Backup to work? 

https://www.telus.com/en/internet/internet-backup

We are currently in a 9+ day internet outage due to a fire damaging equipment on our street. 

Had a tech visit and also spent almost 3 hours on the phone with various Telus agents. They were not able to resolve.

I downloaded the Telus Smart Home app and tried to configure Internet Backup but it says I have an incompatible router. I have a network hub and wifi 6 router. I read that should be able to configure even after the outage. 

I am guessing someone should be able to resolve, but not sure how to get in contact with them.

Has anyone successfully configured and used this feature?

Thanks

Fibre
internet
Purefibre
wifi

7 Replies

  • D18's avatar
    D18
    Organizer
    21 days ago

    I am on day 3 of no internet/OptikTV. I have gotten internet back up to work, but looking at my Koodo data usage it is substantially higer for these days which makes me question whether its working properly. I thought internet usage would not affect my mobile data.

    • TELUS_Support's avatar
      TELUS_Support
      Icon for Official Support Team rankOfficial Support Team
      17 days ago

      D18 If you've enabled Internet Backup via the SmartHome+ app, you'll get internet continuity via your mobile network in the event of an outage. Since your internet demand will be serviced by mobile data, usage metering will still be measured but it's not billed so long as you're a TELUS PureFibre and TELUS Mobility, Koodo or Public Mobile customer with active accounts.

      • D18's avatar
        D18
        Organizer
        17 days ago

        I agree that's the way it should work but I'd feel better if they separated it out so I would know how close I am to my cap. Going on vacation soon and don't want to be without mobile data while I'm away.

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    24 days ago

    There is a known issue actively being investigated where customers with a home modem that's not compatible are seeing the Internet Backup option in the SmartHome+ app. If you have our NAH (Network Access Hub) or TELUS Wi-Fi Hub, the app shouldn't show 'incompatible router'. It should either let you set it up, or not show the feature at all. So that definitely could be this bug that our team is working on.

     

    Internet Backup works only with our NAH (Network Access Hub): Arcadyan (firmware v1.18.06+) or Vantiva (firmware 20.3.i.0565.17+), or our TELUS Wi-Fi Hub by Arcadyan (firmware v3.26.01+). If you DO have one of those, you can always try unplugging the NAH/Wi-Fi Hub's power cable, waiting 10 seconds, and plugging it back in. Then restart the app and see if that does the trick.

  • FuzzyLogic's avatar
    FuzzyLogic
    Icon for Community Power User rankCommunity Power User
    25 days ago

    I just tried it but also got "Compatible router not found". My router is the Actiontec T3200M.