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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’ve been experiencing ongoing issues with the TELUS Connect app — it cannot detect my Wi-Fi 6 Booster. Additionally, the app displays a message saying “some features unavailable.” The pause/unpause device function does not work, and the devices list fails to appear.
I’ve already tried the following troubleshooting steps:
- Reset the hub and Wi-Fi 6 Booster
Disconnecting and reconnecting the hub and Wi-Fi 6 Booster
Uninstalling and reinstalling the Connect app
Logging in and out of the app
Unfortunately, none of these actions have resolved the issue. This problem has persisted for over six months.
I would like to ask:
Can I delete my TELUS Connect account and create a new one to start fresh?
orCan you clear or reset the devices currently linked to my account so I can re-add them?
In my experience, nothing will resolve these issues. I have had them nonstop since I started using the app, and all the various iterations of the great troubleshooting advice of "have you tried turning it off and turning it back on again?" have been done. Repeatedly. Every single component that can be reset, disconnected and reconnected, uninstalled and reinstalled, logged out of and back into. Sometimes it works for an hour, sometimes a whole DAY. My favourite thing is when it says I can't access certain devices in my list because they haven't been connected in over 48 hours, while I know for a fact they are actively connected because I can see the child next to me USING THE DEVICE.
