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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
Hi All,
So far I have:
1) Contacted TELUS Technical Support for hours on end
2) Reinstalled the App
3) Reset network settings on my devices
4) Had a tech come to my place (who installed the App on his Android device and it worked perfectly fine)
None of this has resulted in a solution for me so I have filed a complaint with the CCTS and I strongly urge that you all do the same else Telus is not going to have this fixed!
Mine is spotty at best. Mostly it says there's an error or something and doesn't work. Sometimes it works, sometimes it says the devices are paused but my kids are still using them on WiFi. It's unreliable at best, and the only advice I ever get from Telus is to 'turn it off and on again' and every iteration of that: reset everything, log out of everything, log back in. Disconnect, reconnect. Turn it off, turn it on. If I am being told to do that every time the app didn't work, that's not a solution. If I wanted to manage my technology manually, I would stick to pens, paper and radio plays. Why offer an app that never works and is never fixed with the updates?
El-EricCommunity Manager
Hi RobotFish - mine works without issues and can do the things that the app advertises. It is definitely a group of users that have issues and one of the ways to help is by doing a factory reset from the NAH and up the chain of the Wi-Fi connection. Have you tried to do that yet?
As mentioned, I have done all of the resets, ons and offs, restarting, disconnects and reconnects. Nothing has worked, and it's not convenient to have to do this each time - especially since it often still doesn't work after all of that.
TELUS_SupportOfficial Support Team
We can take a look at your situation and help resolve it. We'll send you a private message
