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SohailY's avatar
SohailY
Neighbour
9 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 ap...
TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
9 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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