**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!

[ryangeek]

Found this on the forum too.  Bottom post seems to know his stuff:

ttps://forum.telus.com/t5/Internet-Home-Phone/Arcadyn-router-issues-on-power-outage/m-p/135340#M33345

Maybe the issue is the Arcadyan modem (which the white wifi hub is)

[Santegelo]

I am yes. It’s been 15 hours and my modem is up and running but the booster still isn’t.  Typical. These boosters are such garbage they have so much trouble reconnecting. 

[JayRFD]

Well, here we go again.   One of my Optik TV wireless boxes disconnected and a short while later the modem went red and restarted.  Now im back to the same frustrations of my devices not connecting properly.  None of my Optik TV boxes are connecting and the devices that do connect to the Wifi only have access to intermittent websites.  By the time I get on the phone with a technician and spending several hours of being told to factory reset and plug and unplug my devices - it will resolve after a long period of downtime.   I used to have such good service but its been going downhill the last several years.

[TELUS_Support]

Hi @JayRFD - sounds like you were having modem issues that affected both your TV and Internet service. After the factory reset, have things gone back to normal?

[JayRFD]

Sadly no.  As of this morning, I am still with partial internet service.  Wifi devices cannot function in full, none of my smart cameras are operating.  I also have no Optik TV service.  Ive rebooted several times now.  im waiting on a call back from your technical support team but this is getting ridiculous.

[TELUS_Support]

Ok we'll send you a private message to help further

[ryangeek]

• @TELUS_Support - please reach out to me as well.  There was no power outage yesterday or this morning, yet as of Sat morning (Jan 4) I'm having the same issue (again) as described in the multiple posts above.  
  
  
• LAN connected devices load all webpages/internet services fine
• All wifi devices have random connectivity issues:  cnn.com works, telus.com doesn't.  Google.ca works, canada.com doesn't. etc 
• Can't access router backend via wifi devices
• Telus Connect app won't allow login
• SMART home devices controlled by wifi devices are about 50% working; some light switches yes, some no.  Some wifi cameras working, some not.  Robot vacuum not working.  List goes on and on.

This is very frustrating when we depend on regular internet service. Having to just wait 12-48H for it to resolve itself is not a practical option for a service we pay for.

[TELUS_Support]

Hi there, if you still require assistance, send us a private message and we will do our best to help. 

[ryangeek]

Hey JayRFD,

Out of curiosity, are you in the Surrey region? Seems to be this weird geo-based issue.  I haven't heard from Support about my issue after power outages, so trying to do my own digging and diagnosis 

[Santegelo]

Yes I am in Surrey. Never found a solution. So frustrating.