Forum Discussion

stuartbinder's avatar
stuartbinder
Neighbour
1 month 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 ...
Fibre
internet
Purefibre
wifi
TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
1 month 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.