Forum Discussion
What is happening to our internet connection?
At 6 pm every single night - our internet on our iPad keeps cutting out, all night. At first I thought it was the iPad, but we have 5 iPads and it happens on every one of them. Regardless, I have re...
TELUS_Support
Official Support Team
Official Support TeamHere are some steps you can try to address this issue before contacting our support team:
- Ensure the Wi-Fi Plus modem and hubs are centrally located and free from obstructions like walls or appliances that could interfere with the signal.
- While your location in Hope might experience less congestion overall, specific devices or activities on your network (like streaming or gaming) could be consuming bandwidth. Try disconnecting non-essential devices during the problematic time to see if the issue improves.
- Ensure your modem and Wi-Fi hubs have the latest firmware. You can check for updates using the My TELUS app or by logging into your modem’s settings.
- In some cases, switching your modem to a less congested channel can improve performance. This is especially helpful if other networks in your area are on the same channel.
- If possible, connect one of your devices (like a laptop) directly to the modem with an Ethernet cable during peak times to determine if the issue is Wi-Fi-related or affects your entire connection.
Let us know how it goes!
Thanks for the steps!
1) our hubs are free of obstacles, I guess that’s why the connection is fine throughout the day, up until evening that is
2) we don’t have any other devices we use, like gaming etc.
3) the Telus app doesn’t indicate a firmware update, best I can see. Not sure where in the app it would be, so I’m guessing it would show in the “overview” page? If so, nothing there re; update.
4) I have no idea how to switch to a less congested channel. We were told to only use the one we’re using now. There is another option for our Telus Smarthome Security System but we were told not to use that one.
5) I assume it’s the Wifi only, as our Telus TV service is not affected
Not sure what’s next.
Shelley Soden
- TELUS_Support
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