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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
I recently signed up for home internet and phone, and the experience has been an absolute nightmare. Signing up caused all my telus services to be put under a random persons account, and their credit file. It took hours on the phone and in person to fix this.
I went to set up schedules / profiles to find that i get an "oops, your modem can only pause a maximum of 0 devices, please unpause some devices and try again". This is the same device the install tech showed me on his phone that he can do these functions.
Is there a fix for this?
I see that this problem is being linked to this one as well: https://forum.telus.com/t5/Home-Services/Connect-App-devices-not-showing-up/m-p/170867
However the problem discussed there is specifically about the fully blank device list but I think they are different. Is the blank Device List error being addressed? I have a post in the other thread with detailed steps on how to reproduce this. It's also advertised as a key feature of the app - will this be fixed soon? Thank you.
OMG, it was a problem in 2022.
But it was working for me last year when I setup the guest password.
You know, what is happening has happened before that I am aware. Remember default guide to your favorites. Fixed and worked for 3 months until another update eliminated it. I thought then and now feel strong that the techs fix a bug but keep working on the original software, so when another problem is solved and the update flashed it does not include the previous fix.
The solution for now is use 192.168.1.61 which is the boost 6 IP to get a login page, then use admin and the password for admin on the boost label.
TELUS_SupportOfficial Support Team
Thanks for sharing all of these details, we really appreciate you taking the time to explain what’s been happening. It sounds like you’ve done quite a bit of troubleshooting already, and we hear your frustration with recurring issues after updates.
We're passing your feedback along to our technical team, as insights like yours help us improve. In the meantime, we’re glad you found a workaround using the Boost IP and admin login.
TELUS_Support yes, #5 on the link shows the main wifi name but not the guest.
with laptop previously 192.168.1.254 would log into router with admin and password on the boost 6 label.
now i use 192.168.1.61 which is the boost 6 IP and can do guest plus more.
I suppose an update changed out the router IP address PASSWORD, but what happened with the connect app dropping the guest?
- TELUS_Support
For sure and I see what you mean. It looks like this issue was also mentioned with a workaround in the https://forum.telus.com/t5/Home-Services/Telus-WiFi-Hub-But-No-Telus-Connect-App-Guest-Wifi-Option/m-p/129904 thread as well.
The Telus connect app is on my phone but quite useless. Why would I want to pause a device? There is no ability to change passwords for WIFI, only view current password for network, but not the guest password.
I use my laptop on the Telus WIFI and enter http://192.168.1.61/login.htm into Chrome with the printed default admin & password.
Using the previous suggested gateway IP address 192.168.1.254 no longer accepts the default admin + password which is printed on the WIFI device.
- TELUS_Support
Hi Rocky3, have you tried the steps at https://www.telus.com/en/support/article/change-your-wi-fi-networks-name-and-password for changing your WiFi password through the app?
They’ve been “working on it” for months now. Please provide an update.
I actually just talked to them on the phone
Still "working on it"
No updated timeline, or even an apology or offer to make it right. In fact the phone call quickly became trying to sell me more services. So frustrating
Did you get this fixed? My connect app has been not working for months and no one can fix it
- TELUS_Support
Our team is working on this with a high priority. While we can't provide a definitive timeline for it to be resolved, they'll have it done asap!
- TELUS_Support
Definitely not what we want for our customers. We'll send you a private message to discuss this situation further.
My connect app isn’t working either. I have three internet services and I can’t manage any devices for any of the three. Please fix this issue. I need to be able where my bandwidth is going.
