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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
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?
TELUS_Support
Official Support Team
Official Support TeamHi! We are currently looking into this issue!
Has this issue been resolved?
- TELUS_Support
Not as of just yet. Our team is working on a fix as we speak. Appreciate your patience!
I am assuming the pausing of devices, that us parents depend on to monitor our child's internet usage is still no repaired, because as of today, I too am having the same issue all these people on this forum are having !!!
- TELUS_Support
Thanks for flagging this. We've alerted our team about this still not working for you so they can investigate. We'll advise of an update once we have one.
- Yup.
I’m cancelling and going to Rogers
Sent from my iPhone- TELUS_Support
Our team has been alerted that this issue is still occurring for you and we'll advise of an update once we hear back. In the meantime, feel free to send us a private message if there's anything you'd like to discuss.
We need a solution. The Connect App is one of the main reasons I renewed my internet with Telus. And since it hasn't been working for so long now, I'm regretting my decision. After multiple calls, agents have told me they've put tickets in to get this resolved and I would get a call back with 5-7 business days. I haven't heard back from anyone. It sounds like this issue has been happening for a while now, so after months of "We're looking into it", Telus should have found a solution by now. I'm very frustrated as like I said the app was a main reason for renewing our internet - this is a big selling feature for those with children (like myself).
More than 5 months, same problem.
My 2 year contract is up so I’m ready to leave for Rogers.
There is a small number of us for whom it doesn’t work. I would start asking for compensation and/or leave but they’ll ask for fees for leaving because I was told the Connect app isn’t part of the internet service contract so they are technically meeting their requirements. Ask me how happy I was to hear that (multiple times).
I need a solution. The Connect App is one of the main reasons why I renewed my internet with Telus. After calling multiple times, two agents have put in tickets for me and said I would get a call back. Still nothing. And from the sounds of it, multiple people are having the same problem and continue to have the same problem. All yiu say is you're looking it to - after months shouldn't there be a solution by now?
I just switched from Shaw/Rogers and I am having trouble with the connect app. I cannot access any parental controls, set up downtime or pause devices.
Under Wi-Fi traffic I have the messages "0 paused devices" and "oops... Unable to display Wi-Fi traffic at this time"
When I try do pause a device or profile, I get the message "Oops Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again.
I spent an hour and a half on the phone with a friendly and helpful tech this morning troubleshooting. In the end he was only able to escalate my issue and give me a 7 day expected callback time.
Kinda regretting switching at this point 😕
I just switched from Shaw/Rogers and I am having trouble with the connect app. I cannot access any parental controls, set up downtime or pause devices.
Under Wi-Fi traffic I have the messages "0 paused devices" and "oops... Unable to display Wi-Fi traffic at this time"
When I try do pause a device or profile, I get the message "Oops Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again.
I spent an hour and a half on the phone with a friendly and helpful tech this morning troubleshooting. In the end he was only able to escalate my issue and give me a 7 day expected callback time.
Kinda regretting switching at this point 😕
- Nighthawk
Community Power User
I have the same problem. It's saying Sync Off and I tried to resync it but to no solution until now, for 2 months I wasn't able to use this feature
