Forum Discussion
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...
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
The Telus Connect App doesn't work to pause devices anymore. I had a schedule for my kids and when we upgraded our internet, these schedules disappeared. I can get into the app but it won't show what devices are connected and I can't pause any devices. I have removed and reinstalled the app many times, I've restarted my modem and still the app says "We're experiencing technical difficulties". It's been like this for a week. How can I set schedules to pause devices if the app doesn't work?
I am experiencing the same issue that many others have reported — the TELUS Connect app is unable to detect my Wi-Fi 6 Booster. I have tried several troubleshooting steps, including disconnecting and reconnecting both the hub and the booster, uninstalling and reinstalling the Connect app, and logging in and out of the app. Unfortunately, none of these steps have resolved the issue.
This problem has persisted for over six months, and despite my efforts, it remains unresolved. I would appreciate your assistance in identifying a solution.
I also have this issue. Seems this functionality was removed at some point (genius). I also would like this functionality to be available as it's been missing for months. Seems it is missing since we got the new white ONT boxes and wireless mesh unit (booster). No schedule, no pause, the booster doesn't even show in the phone app. Basically the phone app is useless at this point. Can someone fix this instead of just saying your looking into it?
Same issue. Unable to pause device. No device showing in the connect app
Oh no!! I’ve juuust switched over from Roger’s where the app is very handy. Even asked that this functionality was available… now to find out it’s not actually functional is so annoying… have a few more weeks to change my mind back to Rogers…
Anyone have luck with a fix?
TELUS_SupportOfficial Support Team
Hi, I recently logged out and logged back in. Still not working 😩
Same here. Unable to pause any devices. No error messages. I click pause and the indicator spins for a few seconds and then nothing changes. I would have expected the limited functionally Telus provides with their routers actually works, given that they have already nerfed accessing the more advance settings.
Same here. Telus Connect APP is Broken. New 3G fiber customer, two Boost 6e routers... I get "Oops, unable to display wi-fi traffic at this time". Trying to pause devices gives "Oops, Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again". Have gone through the reset, reinstall, delete, log-out, log in, clear cache, wait on hold ..... merry go round for the last week.
Same issue, very frustrating to say the least. Please let me know if you find a solution.
It’s been 5 months for me. Multiple times trying to fix it. Hours wasted on the phone. literally hours waiting for supervisors listening to the same brain rotting Muzak!!
Now I’m on a month to month plan hoping they fix it so I don’t have to go elsewhere because my smart home will require setting up again.
We homeschool and the need to turn off the electronics is vital before our son finds another device. Telus just tries to start with the same solution each time. Reset modem, delete and download app. Escalation to the some higher team doesn’t work. Resetting the IP address didn’t work. New modem didn’t work.No compensation offered because the Connect App wasn’t promised as part of the contract. So despite it being offered, Telus considers your internet to be 100% even though Connect doesn’t work.
Every agent has been super nice but one and the technician was amazing. But I have little hope it will be fixed in a short period of time.Cue the standard Telus admin response I’d well send you a PM to help fix your issue.
Same issue here, very frustrating !
I have the same issue … the app shows no devices, gives an error that it can’t sync. It’s been this way for over a month.
I have the same issue, it has been over a month and they still haven’t fixed it
