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[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...
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
connect app not showing connected to wifi devices. it says some features unavailable. then it show sync off. how can i fix it? i cant pause devices or even see what connected to wifi. i don't have boosters. i uninstall and install again connect app. i reboot router multiple times. all didn't solve problem.
Hi All,
So far I have:
1) Contacted TELUS Technical Support for hours on end
2) Reinstalled the App
3) Reset network settings on my devices
4) Had a tech come to my place (who installed the App on his Android device and it worked perfectly fine)
None of this has resulted in a solution for me so I have filed a complaint with the CCTS and I strongly urge that you all do the same else Telus is not going to have this fixed!
Mine is spotty at best. Mostly it says there's an error or something and doesn't work. Sometimes it works, sometimes it says the devices are paused but my kids are still using them on WiFi. It's unreliable at best, and the only advice I ever get from Telus is to 'turn it off and on again' and every iteration of that: reset everything, log out of everything, log back in. Disconnect, reconnect. Turn it off, turn it on. If I am being told to do that every time the app didn't work, that's not a solution. If I wanted to manage my technology manually, I would stick to pens, paper and radio plays. Why offer an app that never works and is never fixed with the updates?
El-EricCommunity Manager
Hi RobotFish - mine works without issues and can do the things that the app advertises. It is definitely a group of users that have issues and one of the ways to help is by doing a factory reset from the NAH and up the chain of the Wi-Fi connection. Have you tried to do that yet?
It has been over a month since the app has stopped working altogether. It was never great, as there were constant errors that would eventually resolve, but now it appears to have just completely given out. An overall incredibly frustrating experience
Adding our name to the thread and hoping someone will get this quickly resolved. We are constantly having connection issues to the app. Definitely not great that we're paying for a service that doesn't work
This issue is still not resolved. I have not been able to control my devices in over 7 days!! I use this app to control my kids devices, we have schedules set and even they aren’t working.
i have continually forced stop and reloaded the app to which does not fix it. I have restarted my modem and internet within the home, this has not helped.
This is not a new problem either, it seems to routinely happen. It’s making us want to switch our services back to Shaw. Their app worked flawlessly and every time I needed it too. Why can their app worked flawlessly just fine and Telus always have problems? Don’t you have an IT team?!They have identified an issue in the firmware, the fix is 1-2 months out.
1 - 2 months seems like a ridiculously long time away!
I am having horrendous issues. This app is a critical line of defense in our home to keep our children safe..we enjoyed the scheduling features, the adult site block management. Currently we have nothing. I have called tech support and they say a ticket was started. That was three weeks ago. So.... Anyone have any solution?
- Got a reply from Telus last night on a different thread. The app is broken, they are working on a patch to the firmware. They made a change in January that fixed for some customers but broke for others. Fix is 1-2 months out.
Amazing, thanks for the update. I hope it is fixed soon or else might need to go the CCTS route.
Any update?. I've done all I can, I have a private message going with someone, but I don't think they are understanding the problem.
- dru
Ldawg Mam Ron888 I wanted to give you a bit of an update. We released an app update in mid-January which fixed the issue for some customers but it turns out it wasn't a fix for all. We took this back to our Dev team who are now working on a hardware firmware patch which will be coming soon.
Firmware updates are enabled by default so there's nothing more that needs to be done on your end. If we hear about a release timeline we can share, we definitely will :). Thanks for your patience with this.
Not exactly a solution - having issues with this as well. It was working until my Wifi modem was replaced with a Network Access HubTechnicolor NH20T and a Wifi booster - I'm guessing the app doesn't connect properly to the booster as that's where all the device information lives. I'm on an iPhone 13, iOS 18.3.1, connect app version 5.28.0
My app is still not working properly. My whole system was restarted. Still the same. Keep us posted if you get an appropriate reply of Telus fixing this
TELUS_SupportOfficial Support Team
Hey, we replied to your private message.
I had some signal/packet loss, over time with my T3200, so tech support couldn't figure out why the app is not working, so opted to change it as to try something. No luck though. I messaged Telus support directly this morning, no response yet.
I live in Surrey BC I have the exact same problem and I have tried all the methods that Telus support team recommends. It doesn’t work. Meanwhile, my Internet has a problem it connects and disconnects in about every 10 to 15 minutes. A new hub was installed today but same things happen in Telus connect. I guess this should be the issue of the App.
Nothing has been done to solve the problem. Anyone has idea what to do, advise! Thank you
Same thing here. BC. Over a week no devices to show on app. Wifi is working good. I can't see why change modem when it's Telus app. Them and the app haven't been anything but problems. Come on Telus support. Fix it!
I’ve replaced my modem this week, and no change. The app has some kind of problem, on the back end, we need a ticket to escalate to the back end folks..
I am having the same issue. It says SYNC off and I cannot pause or unpause
any devices.
