**Internet Connectivity Mystery After Power Outages - Seeking Insights**

[Surrey604]

Hello fellow forum members,

I've recently encountered a baffling internet connectivity issue in the Cedar Hills Surrey area, particularly following power outages. I'm reaching out to see if anyone in our community has faced a similar challenge or can provide valuable insights.

**Description of the Issue:**
- **Website Accessibility**: When connected to Wi-Fi, certain websites like telus.com and walmart.com don't work at all, while others like apple.com function normally. The issue remains consistent and doesn't have a discernible pattern.
- **Smart Device Dilemma**: Alongside this, my smart home devices exhibit mixed results when connecting to the network. While some devices can establish a connection, others, including those from LG.com, Wyze.com, and Kasasmart.com, face connectivity issues. Additionally, I can't access the websites linked to these non-connecting smart devices while connected to Wi-fi.
- **Selective Connectivity**: Among my smart switches, only one Kasa smart switch successfully connects, while the rest remain unable to establish a connection.
- **Access Point Anomaly**: In my network, I utilize three TP-Link EAP225 access points. Two of them function correctly, but one refuses to connect. This issue persists despite numerous attempts to resolve it.
- **Vonage VoIP Phone**: My Vonage VoIP phone worked seamlessly before I initiated troubleshooting with Telus support, but it has since lost its connection.

**Troubleshooting Attempts:**
- I've reached out to Telus technical support, and they've escalated the issue to their senior tech team.
- We've undertaken a series of troubleshooting steps, including IP address resets and hardware checks. Unfortunately, these efforts haven't yielded a solution thus far.
- **Hub Replacement**: During a previous occurrence of this issue, the technician replaced the hub, even though the problem resolved itself before their arrival. They left me with the old hub as a precautionary measure, but this hasn't resolved the problem either. I've even tried swapping the new hub with the old one, but the issue persists.

It's also noteworthy that my PC, which is hardwired to the network, experiences no connectivity issues and can access all websites seamlessly.

I'm eager to learn if anyone within this forum has encountered a similar challenge or possesses insights to offer. If you've had interactions with Telus support or have any relevant information, please don't hesitate to share.

Your contributions can play a pivotal role in determining whether this is an isolated incident or a matter affecting a broader group of users. I'm profoundly grateful for your assistance!

[Surrey604]

Hello again, forum members,

I'd like to follow up on my initial post.

Regarding Telus Wi-Fi Boosters: In my previous post, I mentioned the challenges I've faced with certain websites becoming inaccessible and the issues with smart home devices and switches. However, I inadvertently omitted an important detail about Telus Wi-Fi boosters. After power outages, these boosters have trouble reconnecting, and their indicator lights persistently blink blue, indicating the see the network but are unable to connect. 

[FuzzyLogic]

I would be looking at your wifi boosters and possibly your router.

It's normal for the boosters to blink blue for a short period of time after an outage. Once your router is back up the boosters should connect to the router and stop blinking blue. If you continue to see a blinking blue light on the booster and your wired connection is fine there is an issue between your router and booster. First thing I would do at this point would be to power cycle the problem booster to see if that clears up the problem.

[Surrey604]

I contacted customer support this morning, and after performing additional troubleshooting steps, we managed to get the boosters back up and running. One of the key solutions that seemed to work was simultaneously pressing the WPS button on both the hub and the booster several times. Following this, the boosters successfully reconnected, and all the TP-Link WAPs also regained connectivity. The Vonage phone started functioning again after a few reboots and switching the Ethernet port connection on the switch.

At present, everything appears to be operating smoothly 🤞. However, it's worth noting that I encounter this issue consistently every time there is a power outage. I was previously informed that the boosters should automatically reconnect after an outage if they were added in the "Telus Connect" app. Unfortunately,i haven't been able to add the boosters to the app, I consistently encounter an error message screen that reads: "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 re-open the app and try again." I've attempted to connect to Wi-Fi using both the admin password on the hub and the one on the booster, but neither of them seems to work, leaving me stuck on this screen.

I'm hopeful that adding the boosters in the app will help ensure they reconnect automatically after power outages. If anyone has experienced a similar situation or has insights or suggestions regarding this issue, I would greatly appreciate your input. Thank you for your assistance in helping me address this ongoing challenge.

[JayRFD]

Posting here to say I have the exact same issue as you.  Im in Newton.  Hardwired PC has no issues with connecting to websites.  All my smarthome devices are offline and cannot connect.  Boosters are not linking up either.   Of my phones that do connect, not all websites can be loaded.   Telus.com, walmart.com, resetera.com, and redflagdeals.com to name a few examples are all offline.  I can connect to cnn.com and a few other select sites.   My wireless devices are connected to Wifi5 and show strong up and down links.   This has been ongoing for months now.  I cant figure it out and Telus solution is to charge me $150 for a tech to visit.  Ive had my modem replaced from a T3200 to a Wifi hub and its the same problem.

[JayRFD]

Also all my OptikTv wireless boxes are offline as well now

[TELUS_Support]

Hey @JayRFD - this issue is certainly one that we want to fix. Can you please send us a private message and we will take steps to resolve your issue?

[Thefairbanks]

Could you please post the solution publicly as others, including me, have the exact same issue.

[TELUS_Support]

Hey @Thefairbanks - your issue is worth investigating. Please send us a private message and we'll do our best to help

[JayRFD]

Its happened again to me tonight.  The modem went red all of a sudden.  It eventually turned back green.  Hardwire devices are working fine.  All wifi based devices cant connect to all of the above mentioned sites and more yet other websites are accessible.  All my OptikTV boxes are once again offline along with my smart devices.  This is extemely frustrating.  

[TELUS_Support]

When the modem shows a red light, it typically signals a connection issue that can disrupt Wi-Fi and other services. Since this issue is recurring, it may need a more in-depth look. Could you please try restarting the modem once more, and if the problem persists, reach out to us directly through a private message? We’ll ensure our technical team investigates the root cause of these interruptions and finds a resolution.

[Santegelo]

I have had these exact same issues every time there is a power outage. We are left with many devices not reconnecting and the booster eventually reconnects hours and hours later. Replaced both modem and booster several times. No one can solve this issue and it’s very frustrating. Telus tells me they have no record of me having a booster. We believe the booster is named the exact same as the modem (or something causing it to not be recognized) which causes issues reconnecting. Telus has never been able to help in three years. No matter what level tech they send out. If anyone finds a solution I’d love to hear it! 

[Nighthawk]

Buy a UPS (APC or Cyberpower) and connect the router and Boost unit to it. That's what I've done. Plus it gives the added bonus of them staying online while the power is out, for a time. If you don't have a really good quality surge suppressor, or a UPS, when the power comes back on, it's quite likely there's a bit of a surge that is enough to mess up the electronics.

[ryangeek]

Yup, I have this happen to me too everytime there's a power outage.  Power was out for about 10 hours today.  It's back now and I have the exact same symptoms.  I'm running the Telus HUB (white) modem and 4 hardwired boosters.  Power has been back on for about 2 hours and:  

• Hardwired desktop computer works fine and can resolve all websites/internet connections
• Wireless devices (phones ,laptop, etc.) can access some websites, but not others (like telus,com, redflagdeals,com and others referenced in earlier posts).  Notable I can't access the admin settings on my modem unless I'm on the hardwired desktop machine
• Majority of smart devices can't connect to wifi
• Boosters all blinking blue

I'm hoping that by morning, everything will have reconnected but it's a HUGE pain.  THe last time this happened, spent hours on the phone with support and was elevated to several "next levels" including some call-backs the following day.  No one could figure it out.  By the time the next day call-back happened, everything was working again.  

I asked them to make notes in my file about the issue so we could reference it if it happens again.  

If anyone from the support team reads this and has an idea of why it happens or how to fix rather than just blindly waiting for 6+ hours, please reach out.

I like the idea of the UPS.  Good idea that I might try.

[Everskeptikal]

This is happening to me right now as well, some devices are connecting but none of the smart home devices like echo dot and robo vac, smart plugs are unable to connect. 

[ryangeek]

Yup.  100%.  I could provide an exhaustive list of sites and devices that do work and those that don't.  It seems super random.  

I forgot to mention in my earlier post that I'm in Clayton Heights (surrey) which is where the other posters with the same problem are as well.  Seems very strange to be a geographically based issue but it also seems to be a very strange issue nonetheless.  

Are you in Surrey too?  If enough people can post about the same issue maybe Telus techs can figure it out.  

[Santegelo]

I’m in Fleetwood. Ring doorbell work but alarm doesn’t. Laptop works but some websites don’t. Cellphones done connect but iPads to. It’s so random and frustrating. 5-10 hours later it sorts itself out but we

are left with no way to stream tv or use our devices. 

[Everskeptikal]

I’m in Port Moody, the boosters now have a solid blue light and all my devices are connected! It’s random, I’d given up rebooting etc. 

[Santegelo]

It’s so frustrating. We’ve tried everything for years and no solution. 

[Everskeptikal]

Spoke too soon, power has gone out again, I'm

assuming it will be the same song and dance once its restored. 

[ryangeek]

Maybe having this thread starting to fire up again will flag it for techs to start figuring out this issue.  Nice to know it's not just me.  

Is everyone in this situation using the White Wifi Hub modem AND boosters?