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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
El-Eric
Community Manager
Community ManagerHi 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'm troubled by the fact that it has been months that this problem has been declared solved, but that I only signed up for Telus a few weeks ago and am experiencing the same problem. I have wasted 4-5 hours on the phone with Telus reps, and had to take a day off work while a tech spent 4.5 hours at my home. Still nobody has a solution.
Like many commenters here, the only Wifi network I am being given access to is the previous owner of the home I bought. It is extremely troubling to me that they have given me the ability to access and change another customer's wifi network, password, etc. I'm sure she is even more pissed that I have that access.
Now today, I see old devices that have been connected to the network and which I have paused are being reactivated, and I can't figure out if they are accessing my network or hers.
Again, I will repeat the word troubling. There is no other way to explain it.
TELUS_SupportOfficial Support Team
Totally get it. Our update fixed the issue for the majority of users but clearly you're still experiencing issues so it's definitely frustrating. Have you factory reset the devices to see if that'll clear those profiles?
Yes. Several times. A tech spent 4.5 hours at my house trying all of that as well and even replaced the Boost 6 entirely.
At this point it sounds like the only option is to start changing the previous owners password until she complains enough that Telus realizes it's a massive problem for me to be able to do that. Maybe Telus then actually does something to fix it. I would never do that but it's absolutely insane that they have given me that access and can't remove it, and at the same time can't give me access to my own network.
Even if it's fixed, how can I ever be confident that other people don't have access to my network since this seems to be a widespread problem.
