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SohailY's avatar
SohailY
Neighbour
10 months ago

Installation failed

I changed internet provider and the camera disconnected, I have a adc-v723, I tried everything, even a factory reset, the camera can connect to the new internet but it doesn't connect to the Telus app and the camera is now unusable, any idea on how to fix this issue?

1 Reply

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    10 months ago

    Since your ADC-V723 camera is connecting to your new internet but not to the TELUS app, here are a few steps to try:

    1️. Remove & Re-add the Camera:

    • Log in to the TELUS SmartHome app.
    • Go to Devices > Cameras, and if the ADC-V723 is still listed, try removing it.
    • Re-add the camera by following the setup instructions.

    2️. Check Wi-Fi Settings:

    • Ensure your new internet is on 2.4GHz (not just 5GHz), as some smart devices only support 2.4GHz.
    • If your router has band steering, try disabling it temporarily during setup.

    3️. Reattempt Factory Reset & Pairing:

    • Hold the reset button for 15 seconds until the LED blinks red.
    • Wait for the camera to reboot, then try adding it to the TELUS app again.

    4️. Firewall or Security Settings:

    • Some routers block certain connections. If possible, check your router settings and allow the camera to connect.
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