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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 just noticed this thread. I've been using the Telus Connect app since my service was upgraded to PureFibre several years ago. The app is terrible. It's buggy and slow. I've had numerous calls with Telus about it, which I arranged through the feedback option, but nothing was ever done about any of the issues I raised.
I will list a few of them here:
First, if you try to arrange an appointment using feedback, none are available, which makes me think Telus is no longer interested in receiving feedback on this buggy app.
Second, if you try and do a speed test, it initially starts testing the "modem", then after it increments through the percentage complete almost to the end, it usually reports an error that it can't perform the test and you should restart the modem.
Occasionally, it actually completes the test, but it doesn't report the speed, only a green checkmark. (That's like asking someone "how fast are you going?" and the person answers "yes".) A speed test should report the actual speeds, up and down, not "yes".
Lately, it also offers a button to display the "primary price plan", which in my case is showing as 0 Mbps up and 0 Mbps down. I have should have 940 up and down. This feature is a good idea, but the implementation is broken.
Also, I no longer have both iPhone and Android phones, but on an iPhone, if you have the firewall at anything but "low", the test will not run.
Third, the devices tab often shows no devices, even though I have devices connected 24 hours per day. If I try to refresh the devices on an android phone, the app hangs for several minutes.
In the beginning, I also had numerous problems with the app not reporting both of the wi-fi boost devices, but lately that has been working properly.
This app needs a lot of improvement.
TELUS_SupportOfficial Support Team
We’re sorry you've had to deal with these persistent bugs. We want you to know that your feedback will be shared directly with our product and development teams. Detailed insights like yours are incredibly valuable in helping us identify performance issues, prioritize improvements, and build a better experience. Thank you again for your detailed feedback.
