Forum Discussion
New Fibre Install keeps going offline
I run what I consider to be a smart home with multiple security cameras, voice controlled lights, TVs, personal devices (phones, laptops, iPads), and a couple of cars that connect to wifi for OTA updates. I was previously on braided copper and was told we have 'too many devices' to sustain strong wifi. We struggled through with connectivity issues, rebooting the modem multiple times a day, and when PureFibre came to our neighbourhood we scheduled the install. The tech came today to install the wall-mounted fibre modem and left us with a Boost Wifi 7 device connected next to it. We are on PureFibre 3 Gig, which I was told will sustain our devices. It's a price jump of over $40/month.
The tech wasn't gone for more than 20 minutes after the install was completed when everything died. The Boost device had a blinking green light. Then the light went red. Then it came back on green then finally settled on solid green. This happens every few minutes. I have placed a call and the tech suggested 'rebooting the modem'...that didn't work and it's still cycling through offline and online. Honestly if this is what I'm going to be dealing with for $40 more per month, I don't want it.
3 Replies
I had the same problem when I upgraded to 1.5G last month. Unplugging the boost device and rebooting the NAH and then powering up the boost fixed it for me. No problems since with 12 devices online.
I tried that multiple times last night. It doesn’t stay up for more than 20 months maybe at a time. All night long I was getting notifications that the cameras were offline.
TELUS_SupportOfficial Support Team
Based on your description, the cycling of the light from green to red indicates the Boost device is struggling to maintain a stable connection, which could be due to a configuration issue, placement, or initial setup. Rebooting alone often won’t resolve this. Because this involves account-specific equipment and configuration, it isn’t something we can fix from here. To get this properly addressed and ensure your Boost device is working correctly with your PureFibre service, please contact tech support at support.telus.com/home-expert-sm
