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???

[KennyA]

Private message from TELUS

From: TELUS_Support
Date: 11-27-2024 04:05 PM

Hi there. I was informed today that a fix is being worked on and we're hoping for deployment in the coming weeks. I don't have a timeline yet but we're hopeful it's very soon. Is your Wifi network completely down?

Inever mentioed that my wifi network was down in anyway as its not.  I guess TELUS is working on a fix for the WiFi boosters not showing in Connect App in the coming weeks - not sure how many weeks that would be - oh well, my boosters are connected and working fine as I can see the status when I login to the modem with admin access at 192.168.1.254.

Hurry up and wait!

[Shelanda]

I got Telus internet and home phone hooked up over two weeks ago. I have still not been able to change the wifi network name or password! I have tried rebooting everything multiple times, deleted the app and reloaded it multiple times, signed out and back in ...the service is fine, but the fact that I can't do something as simple as changing the password is making me wish we'd stayed with Shaw.

[TELUS_Support · Accepted solution]

We're aware of a bug. We're working on a fix which we hope to deploy soon. I don't have a timeline yet but once we have something concrete, we'll definitely share it with you. Please stay tuned!

*Edit: Accepting as solution to pin this to the top for visibility.*

[FrustratedTelu1]

Login to your modems GUI by entering the IP address.

The user will be: admin

Password will be written on the modem. Make sure you use the admin password not the network one. You can also find the ip address on the modem. Just enter it in any browser and it will bring up the interface.

[yagneshjp]

Hello,

Cannot see the wifi Boosters in Telus Connect app all of sudden from last week or so.

I was asked to reply in private message.

I have already tried the suggestions form Telus support response in another chain.

i have done all things below:

-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.

Also tried to download the Telus connect app on Apple phone, but no success.

[FuzzyLogic]

If it's any consolation I'm having the same experience. I have done all the things you've done as well. Fortunately everything is working but the app simply doesn't seem to see the boost. Hopefully it will be sorted out soon.

[yagneshjp]

Yes, everything is working except the boosters showing up in the Telus Connect app. Seems there are many exeperiencing this same issue recetly.

New version of boosters and riuter/ONT seems to be the solution. Thank you.

[FrustratedTelu2]

I am having the same issue! I am connected to my wifi currently and the app is saying I am not. I can't change my wifi password or add my booster back. Tried everything! Restarted the modem, my phone, deleted the app, forgot the network and reconnected. Still having the same issue. I've been trying to connect my LG dishwasher and unfortunately cannot troubleshoot it properly without changing the password to not have symbols. This is frustrating! And can't get a hold of anyone who can help.

[FrustratedTelu1]

Good luck. I've been dealing with Tech support for the past two months. They won't admit the app is at fault. Do a search....this dates back to 2021!