Help! App does not recognize I'm on home network and I cannot add boosters

[jaye1]

My Telus Connect app does not recognize that I'm on my home network, nor does it recognize my 2 boosters.  I try to add the boosters but it circles back to the same problem, saying I need to be connected to my home WiFi network (which I already am - very frustrating!)

I have tried, unsuccessfully, the following steps:

• Troubleshooting using the "Fix it" section of the app
• Restarted modem
• Restarted phone (iPhone)
• Forgot the network on my iPhone
• Uninstalled and reinstalled the Telus Connect app on my iPhone

All of this...to no avail.  Please help!  What can I do to solve this issue?

[TELUS_Support]

Since you've already tried several troubleshooting steps, here are a couple more suggestions to try:

- Ensure your Wi-Fi is set to 2.4 GHz: Sometimes the app has trouble detecting the home network if it’s set to 5 GHz. Try  switching your Wi-Fi to 2.4 GHz temporarily and see if it recognizes the network.

- Check your router settings: Log into your router’s settings to ensure that there are no issues with the connection or network settings that might prevent the app from recognizing your Wi-Fi network or boosters.

- Try adding boosters from the web interface: Sometimes the Telus Connect app has issues, but you might have better luck using the web portal for adding and managing your boosters.

Let us know if that helps. 

[jaye1]

Can you please provide information/specific instructions about how to do the steps you've recommended?

[TELUS_Support]

• Log into your router settings: Open a web browser and type in your router's IP address (commonly 192.168.1.1 or 192.168.0.1). This is usually printed on the back of your router. Enter your router's username and password. (These can also often be found on the back of the router or in your setup manual.)
• Locate the Wi-Fi settings: Navigate to the wireless settings section (often labeled "Wireless," "Wi-Fi," or "Network").
• Enable or prioritize the 2.4 GHz band: If your router is set to "Dual-Band" or "Smart Connect," you might need to separate the networks into 2.4 GHz and 5 GHz.
• Rename the networks temporarily (e.g., MyWiFi-2.4 and MyWiFi-5G) so you can select the 2.4 GHz network during setup.
• Connect your phone/device to the 2.4 GHz network: Go to your device's Wi-Fi settings and choose the network labeled with 2.4 GHz.
• Complete the setup process in the Telus app: Once the booster or device is connected, you can re-enable "Smart Connect" or switch back to your preferred settings.