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Connect App - Not connected to Home Network
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" ...
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.*
Hi,
The Google store shows the latest update dates from December 2nd, 2024. As I indicated, my install dates from a few days ago. More precisely, December 18th. Which is when I installed the app.
Nonetheless, I uninstalled the app from my Samsung S22 Ultra to reinstall it. I've selected "Québec, Ontario, Manitoba or Saskatchewan" since I'm in Ontario.
Same message appears: "Il semble que votre connexion Internet TELUS n'est pas configurée." My phone is configured in French. It says my Telus Internet connection isn't configured. The only option given is to start a self-installation. The thing is that everything was installed by the Telus tech on the 18th and works. I have WiFi Plus.
The Connect app sees nothing about my new Internet feed and WiFi network.
When I go through the self-install process, lots of slides about how to connect, ..., IT uses the (older) DM 1000 unit as a guide (documentation not updated?) IT shows a coax connection (again, documentation not updated?) Then IT shows cylindrical Wi-Fi 6 unit, needing to be connected to the DM 1000. Then IT "searches" for the Wi-Fi 6 unit. "3 minutes" later, nada, even with the phone only a couple feet away. Now ... do remember, the hardware is already all configured, for about 48 hours at this time. The only advice received is to check connections and restart the Wi-Fi 6 unit. This is not the solution to the problem as the problem is not the hardware or the network. It points to the app/software.
In reading many comments here and elsewhere on the Internet, could it be because my "contract" is not quite complete? I see the account in the other app, but none of the billing or other expected details like the Stream+ Premium, etc. 🤔
Serge
TELUS_Support
Official Support Team
Official Support TeamThere is a remote possibility for very recently installed services whereby the provisioning hasn't flowed through the backend to be reflected at the account level.
