Connect App - Not connected to Home Network

[FrustratedTelu1]

The Connect App no longer works.  It says, "You need to be on your home Wi-Fi and enter your admin password to proceed.  Please ensure you're connected to your Wi-Fi and reopen the app to try again"   Well......

I have rebooted my ONT

Factory Rest my Wifi Hub

Deleted and Factory Reset my 2 Boosters

Deleted the Connect App and reinstalled on both Android Phone and Ipad

Connected to the factory Wifi

Nothing.....same message.  I am unable to add boosters, change their name, change the SSID name or password or control anything else on the network.

I know I can connect directly to the HUB with the GUI to change the SSID and password but there is no method of changing the booster names.  You used to be able to enter the IP address for the booster and enter the Booster GUI but not it just redirects to the Modem GUI.

I've searched the net and have found instances of this problem as far back as 2021!!  Come on Telus, get it together!

I am open to any suggestions!!

[TELUS_Support]

Definitely not the experience we want our customers to have. We'll send you a private message to discuss further.

[yagneshjp]

I am facing the same issue. I am not able to see the wifi boosters in the Telus connect app all of sudden.

[TELUS_Support]

Hi there! 

We always recommend basic troubleshooting first, but if you have tried that , please send us a private message so we can look into a fix for your situation. Some basic steps are below for ease of reference. 

-Reboot modem/ONT then main booster then any other boosters. 

-Uninstall /Reinstall app

-Wait 24 hours after any changes on the account, and make sure you don't have any recent or future orders to move or change/upgrade/downgrade service. Sometimes certain orders or back end changes can throw off the app. 

[yagneshjp]

Done all your suggestions already. No success.

How do I send private message?

[TroutChaser]

Facing the same issue. I would like to access my local network to make updates. App states that for IOS 14 and above, local network access must be on to access. It is on when I go to settings. I also have tried many of the above ways to get the app to recognize this. Telus, if you have an answer or information please share. This is very frustrating. 

[TELUS_Support]

Hi there, we'd be happy to help, but would require some more specifics to dig into it.  Please send us a private message so we can take a look?

[KennyA]

I have exact same issue.

Please provide support information regarding if app is being updated to fix this issue or if there is anything an end user can do to resolve the issue on their own.

[TELUS_Support]

Thanks for letting us know. We'll send you a private message to collect your account info. Please keep an eye out for it 🙂

[KennyA]

I received an email stating a private message - I clickmon the link and enter account login info - it just says Account Verifcation Success. Thanks for authenticating your account. Please return to the social mia channel to send a private message with the information we need dto assist you.

How??? What Now???