Forum Discussion

RobotFish's avatar
RobotFish
Neighbour
5 months ago
Solved

[Megathread]: TELUS Connect

I have had issues with this app since I started using it ages ago. It's glitchy and almost completely useless.   It boasts such amazing features - schedules, device-blocking, content-blocking and...
technical support
TELUS Connect app
Telus support
terrible service
  • El-Eric's avatar
    El-Eric
    5 months ago

    Hi Everyone.

     

    I merged all of these posts regarding the Connect App so I don't have to go to each one and make the same announcement over and over again.

     

    We heard you about your issues with the Connect App. I spoke with the team and they confirmed that they pushed an update yesterday to our hardware that will fix the issue where you don't see your network, or your devices.

     

    The issue is that the NAH or the Boosters did not activate a specific setting when your device was installed. That firmware update should fix this issue but there are ways to manually enable the setting.

     

    Here's what you need to do if you have issues still:

    • Factory reset the NAH. Keep in mind that any changes that you made to the NAH you will need to do again. Most people don't make changes so factory resetting will just knock off your internet for a few minutes.
    • Once the NAH is factory reset, check the Connect app. If everything works, stop here.
    • If you can see your NAH but not your boosters, perform a factory reset on the boosters. Keep in mind that if you have more than one you will need to do each one individually. Please start with the main one first so any others will mesh with the Wi-Fi network that the primary boost has.
    • Delete your Connect App and re-download it. If you had the app open when the update went through it will not update and you'll see the same issues. You have to close it and re-open it.

     

    If you still have issues please message us at TELUS_Support by clicking the profile and clicking on "send a message".

     

    I will mark this comment as a solution so you all receive notice and so if anyone after you has this issue they can find this comment and try those steps

swansong604's avatar
swansong604
Neighbour
11 months ago

Upgraded to 2.5gb highspeed internet a couple months ago and my telus connect still doesnt work. have call telus support on several occasion and they just keep asking me to try the same things. tHIS IS VERY FRUSTERATING .I have a WIFI6E booster router and two mesh telus boosters aftwer that. the app is telling me i dopn't have them so hav can't configuer my router with a diffent wifi [password or name. I pay more and get less. 

Serge-E's avatar
Serge-E
Helpful Neighbour
11 months ago

You can use the web interface of the main Booster (taller unit) to change the SSID and password of the WiFi.

 

First connect to the gateway (192.168.1.254) with your favorite browser.  The password of the gateway can be found on the label inside the unit fixed to the wall.  Simply take its front cover off, the label with password should be easily visible.

 

From there, find the IP address of the main Booster (the taller one).  It should be easy to identify by its name.

 

Now, using your browser, connect to that IP address.  The password to use is on the label of the Booster.

 

From there, go to the WiFi tab and configure your SSID name and password for both your main WiFi and the Guest WiFi, if you want one.  All of the connected miniBoosters will get updated on the fly.

 

At that point, you will need to add the new SSID/password to your computer and any other devices.

 

Probably not as obvious and easy as if done through the App, but at least it works.

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