Forum Discussion
my telus connect app
i was trying to pause a device that is connected on my internet but it wont let me on any device. i even tried rebooting/resetting both wifi and NAH but still im having problems pausing a device. once i press the pause icon its just load then gonna go back to the pause icon. please i need help
1 Reply
TELUS_SupportOfficial Support Team
It's an issue we've seen creep up a few times as of late. Since reboots didn't do the trick (which they often do), our team recommends this specific sequence to force a hard sync.
1. Unlink and delete the app. Don't just close it, delete it from your phone.
2. Perform a pinhole reset on the NAH. Grab a pen or paperclip and press the reset button inside the small pinhole on the back of your Network Access Hub (NAH) and hold it in for 15-20 seconds. (Note - this will restore factory defaults. If you custom-named your Wi-Fi, it'll revert to the defaults on the sticker until you re-link).
3. Rest your Boosters (if applicable). If you have any of our TELUS Boost Wi-Fi units, do a pinhole reset on each of them individually AFTER the NAH comes back online with a solid green/blue light. Start with the main one connected directly to the NAH.
4. Reinstall and re-authenticate. Download a fresh copy of the TELUS Connect app. Log in with your My TELUS credentials. This will begin a complete resync.
Let us know if that does the trick!
