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RobotFish's avatar
RobotFish
Neighbour
6 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
    6 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

CLTaylor's avatar
CLTaylor
Neighbour
6 months ago

We upgraded to Fibre optic a while ago and ever since the connect app isn't functioning properly. Devices aren't showing up so I am unable to pause wifi or set schedules. This is a huge feature in our household with young kids. I need to be able to control when the wifi is able to be used. 

  • MiaJerri's avatar
    MiaJerri
    Neighbour
    6 months ago

    Here are some additional pictures to explain the problem:

    • TELUS_Support's avatar
      TELUS_Support
      Icon for Official Support Team rankOfficial Support Team
      6 months ago

      We've been notified by our team that an update was pushed that should resolve this issue. Are you still experiencing this problem? If so, could you try closing out of the app and hopping back in to see if it's fixed?

  • MiaJerri's avatar
    MiaJerri
    Neighbour
    6 months ago

    Hello. This bug is happening for me exactly as the original post explains: on Friday June 27 I got my internet upgraded to Pure Fibre. The internet works fine, and the installation was smooth. However, in the Telus Connect app the device list is gone. Here are some notes and steps on how to reproduce this issue with a Network Access Hub and Boost Wi-Fi 6:

    Bug:

    • Open Telus Connect app on Pixel 8 phone after internet has been upgraded to Pure Fibre: (though I don't think this is a device OS bug, due to the huge volume of reports of the error)
    • Go to device list in "Devices" - note that the list is blank, it shows only a picture of a cheetah with no other text
    • Click the "+" button and user will be taken to a "Setup Telus Device" section, and notice the UI will show the wifi installation is not complete (it has been completed successfully)
    • Go through the setup steps as normal
    • After getting the confirmation that the installation is good, user gets an error that says "Oops we're having technical difficulties"

    Notes:
    Today I called tech support for an hour, and they had me forget my wifi, uninstall the app, then they rebooted the Network Access Hub and Boost Wi-Fi 6 remotely, I reinstalled the app and the bug is exactly the same
    I downloaded and app called Fing to monitor the devices on my wifi and they are all shown, so the wifi and devices are completely fine. This is specifically a problem with the Device List in the Telus Connect App (and I am guessing the bug happens because the app doesn't recognize the Network Access Hub and Boost Wi-Fi 6 being setup properly)


    Because the in-app advertising lists that people can "view devices" and "pause internet for devices" it's really not ok for this bug to persist. It's clearly one of the main reasons people use this app. Can someone please let us know an ETA for the fix?

     

  • Krug's avatar
    Krug
    Neighbour
    6 months ago

    Love the speed of the connection and the price but the app is about 10% reliable.  Most of the time it says “oops, can’t show wifi traffic right now”. Sometimes you can pause a device but be careful…go to unpause it later and you’ll get the same message and won’t be able to UNpause any of them. Reinstall the app, change your password, do a little dance, wait a few hours…still nothing. Mine currently is showing no devices connected “oops” (best line ever from a company taking my money). I wonder if oops would work if I built people’s house wrong. 

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