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!!

[Serge-E]

At least, for now, you can change the SSID name and password through the web interface of the main WiFi Boost unit (the taller one, if you have the smaller boosters).

You have to log in the "Hub", going through your browser and looking for 192.168.1.254  The user name is "admin".  The password is on the label of the "Hub".  Do not use the one on the Boost unit.  You should be able to find the connected devices and determine the IP address of the main/tall Boost unit.

Now browse to that IP address and login with "admin" and the password on the label of the Boost unit.

Once there, you can set up the Wi-Fi, including renaming the SSID of the main network and of the guest network.  It will also show you info about enabling/disabling the "smart devices" network.  It's a 2.4 only network for devices which don't like the auto sensing of 2.4/5/6 frequencies.  I'm not certain if these will become accessible to devices, like your phone and computer, on the main network ... They should to be worth the effort of having this fixed (can't change) SSID/Password network.

I'm still waiting for the Connect app to see my network to manage devices (ex: "pause") and other selling features.

[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!

[PL]

Hi

After 2 years I finally got Fiber Optik 500/500. They put 2 wifi6 plus hot spots and one booster. They won't show up in my app. I had them change the SSID and password on the backend so my devices would connect. They said they should automatically show up after a few days, but of course nothing. Then when I phoned again, they said there is something wrong with the app and I will have to wait? Is there any way to manually add them? Or connect to them to change the SSID and password without the app? 2nd question. When they came to install I asked if I could just use my old Telus Wifi extenders but the tech said he was going to just install the new boosters. Not realizing that I would be charged 10.00/month for wifi plus. I told them if it was not a requirement I would like it cancelled and removed, but if they did that would I lose wifi. They said they would cancel but I wouldn't lose wifi. So I see people are selling these wifi6 boosters on Facebook. Can I just purchase and add them and be done in order to get wifi6 plus? 

[TELUS_Support]

@PL We're working on a patch to fix this. I don't have a timeline to share but it's something we're actively working on. 

I merged your post with a bigger one and if/when there's news to share, we'll do so here. 

[Oceantide]

Having the same issue! Luckily, they seem to still be working but the connect app is useless for monitoring and management. 

[Oceantide]

Update: my boosters have now magically appeared in the Connect app. 

[eper]

I see boosters today too, might be Telus fixed it? 😀.

[TELUS_Support]

We recently patched it with an update. Anyone still experiencing the issue, please update your app 🙂

Thank you to everyone for flagging this to us. 

[KennyA]

Working now! Finally! That required way too much patience and frustration for us customers.  

[Serge-E]

What was the magical solution, beyond patience?

[eper]

I do not see boosters now.

For me the solution is - restart the Modem.
Then the Connect shows boasters sometime, after several hours boosters are not listed again.

[yagneshjp]

The version of this app on Google store and Apple store is still 2nd Dec ver 5.28.0

Can't see the wi fi plus boosters yet.

The issue still remains as it is for me.

😵‍💫

[Serge-E]

Google Play Store says the latest version available dates from December 2nd, 2024.  I'm writing this post on Dec 22nd, 2024.  I first installed the app on Dec 18th, 2024.

Just for fun, I did uninstall and reinstall the app.  No difference.  It still does not see my network.  It shows a modem, but no Boost units.  In other words, the app remains useless and none of the management features can be done.  The web interface does work.  However, it doesn't allow the many features promised by the app.

The network itself seems to work fine.  I will need to call to get an extra Boost Mini6E for wall to wall coverage.  I have WiFi Plus.  The tech only had two units with him.  But haven't heard back from him since the install.

[wifi2]

I have the same issue. For now, I just use the web interface to update Wi-Fi booster settings.

The password should be at the bottom (covered by the cover).

[eper]

I have the same issue.

I  spent 2.5 hours today waiting in-line and communication I saw boosters one time.

After some time I decided to check again, and NO-BOOSTERS again.
It would be good to have some alternatives to buggy Telus Connect like connecting to 192.168.1.254

I need to add new boosters and cannot do it now.

[TELUS_Support]

Can you check to see if you're using the latest version of the Connect app? If not, can you update it and try again?

[eper]

Yes, Telus Connect was reinstalled yesterday on Android phone.
Today I downloaded and installed it on iPhone, but it is the same - No Boosters.