Forum Discussion
Smarthome App vs Apple OS 26.1 & 2
After upgrading to iOS 26.1 for iPhone the Smartphone app stopped working on my home wi-fi. Simply get spinning logo and error message that an "unexpected error has occurred, try again". The app also reported having a connectivity issue. When I turn off wi-fi and use cellular data everything works fine. I cannot even log in to web portal on Mac under OS 26.1. I am currently using 26.2 on both but the same situation occurs. All other apps including My Telus work just fine. The control panel is connected to my wi-fi and works fine. My wife's iPhone has yet to be upgraded and it works with the Smarthome app. I contacted my ISP for Router concerns but the Router settings are working and like I said everything else connects and runs. Only the Smarthome app does not work with the current operating systems. Prior to the upgrade everything was working. Anyone have any suggestions or does Telus have to play catch up with the app?? One other fact, I can use Firefox to log in to the Telus Smart Home web portal for some reason but not Safari?
15 Replies
Only 1 device, worked well before IOS 26.2
TELUS_SupportOfficial Support Team
Gotcha. We've passed this feedback along to the appropriate team and will let everyone here know once we hear of an update. Appreciate your patience!
I toggled off the "limit IP address tracking" and also rebooted iPhone. Still got the same result "An unexpected error occurred please try again" and this was followed a minute later by "Login failed due to a network connection error". Try Again". Tried twice with same result. Spent Christmas away from home and used cellular data to control temperature and monitor system. Also used Apple to control my lights and everything worked fine.
Sounds like the new update toggled on some of Apple's privacy features that are clashing with the Telus app. Since it works on Firefox and Cellular, your router is fine, so no need to stress there.
It’s almost certainly the 'Limit IP Address Tracking' or 'iCloud Private Relay' messing with the connection. Just go into your iPhone’s Settings > Wi-Fi, tap the little (i) icon next to your home network, and toggle off Limit IP Address Tracking. Give that a shot, and it should clear up the 'unexpected error'.I have un-installed and re-installed multiple times without success. Another thing: I can log into My Telus web (using Safari) portal, go to overview and click on "manage" under smart home security, get directed to another page to click on "manage" again, another page opens to load security details and stalls. No details ever get loaded.
- TELUS_Support
Strange, we'll send you a PM shortly to dig further into this.
- TELUS_Support
Hi Steve, that does seem a bit odd. Can you try un-installing the app, re-installing it and then test?
I am having the same issue after updating to iOS 26 on my iPhone. I tried uninstalling and reinstalling the Telus Smart Home Security app. In my iPhone settings I changed 'Private Wi-Fi Address' to OFF and toggling OFF 'Limit IP Address Tracking'. In my iPhone settings I turned OFF 'iCloud Private Relay'. None of these attempts resolved the issue. My app will work if I turn off wifi and connect through cellular data so the issue seems to be how the app is connecting through wifi. Please advise on a fix.
- TELUS_Support
Are you using a VPN at all?
