Telus Boost Network Connection Dropping on iPhone XR and MacBook Pro

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Ncbeau
Resident
Exact same issue... full strength TELUS boost wifi signal keeps dropping on my MacBook and iPhone XR.

Seems like a wide spread issue. TELUS, your move.
Hogan
Organizer

This is interesting. My Telus wifi was excellent until I bundled everything & I got Optilk TV. Since then for some strange reason, only with my sons & mi=y iPhone do we have trouble with Wifi. Often/all the time I have to either turn the wifi off/on or change the network to get it to connect. Then it works foe=r awhile. N=But then same old, same old No problems with the TV's, laptops anything. Just with the iphones and ipad to a degree. So I went ahead & got the boosters which I hooked yup but then unhooked cause I didn't want to have to sign into 15 or so devices (btw, do I have to connect to the booster on all my devices or can I keep some/any/all connect to the 5f=g, or 2.4 network even while the booster is hooked in & powered up?).

So I think it must be something quirky about Apple products & the Optk TV modem. 

Community Power User
Community Power User

Yes, you can leave whichever devices you wish on the T3200M router.

You could also add the other devices to the mesh network over time; just choose an easy to enter password to make it easier.


I recommend hardwiring as many devices as possible, as it builds a more reliable network.

 

NFtoBC
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Jammer005
Connector

I kept my T3200 under a separate SSID and turned off 5 Ghz. The reason I did that was to connect older 2.4 only devices eg old Nest Cam, Wemo, etc devices to the T3200 to make sure they don't run into any conflicts with the Boosters which run both bands. Since I've done that, none of my smart devices have dropped off.

 

 

FirasM
Resident

I'll add my name to the chorus here - over 30 devices in the home, all phones and laptops are Apple. See the same issue staying connected to a 5Ghz network.

 

Same as @Jammer005, I've turned off 5Ghz on the modem and left on the 2.4 for older smart devices that operate on 2.4Ghz (the boost 2.4Ghz network doesn't work with those devices). It looked like it was working for a few days, then saw the problem again.

 

I contacted Telus a few times, and one of the agents actually helpfully gave me the IP address to futz around with the Boost network settings (similar to model settings). The modem URL is 192.168.1.254 and the boost URL is 192.168.1.68. The admin password is on the boost itself (note there are two passwords there). I was initially very excited about this, but realized later that it's NOT POSSIBLE to turn off 2.4Ghz networks on the Boosts! I couldn't believe it...

 

Starting to think this is an Apple issue rather than a Telus problem. At the very least the issue seems to be restricted to macOS and iOS.

 

Anyway, long story short: a tech came today couldn't solve the problem, called his supervisor and he said there's a known issue with Apple products and the Boosts. They're waiting for an update for the boost.

 

Interim solution/workaround is to provide me with a wireless extender until the issue is resolved.

 

thought it might help ...

 

FirasM
Resident

Update FYI: there was a firmware update for the Boost devices (v1.32.28) on Nov. 13.

 

This update was released BEFORE the technician arrived but hey it might take time for this info to trickle through the chain.

 

The agent claimed that it should update by itself upon a restart (blinking purple light) but that didn't work for me. Calling in right now to get them to do it, hopefully this helps you all solve this.

 

I have a good feeling about this...

 

Screen Shot 2019-12-27 at 5.06.41 PM.png

Powderjockey
Connector
How do you find out what firmware the Boosts are running?
Jammer005
Connector

App>Network>Select Booster>Details>Firmware

OR

Desktop>Login Network with IP>System>Information

Powderjockey
Connector
Great thanks. They are running 1.32.27 build 12. I rebooted them and still the same.
Jammer005
Connector
I’m not sure how to update.
DGO
Resident

Did this get resolved with the firmware? How did you get the new firmware?

Powderjockey
Connector

I haven't been able to my Boosters to upgrade to the new firmware. Perhaps I will have to call Telus and see if they have a way to push the new firmware to my Boosters.

WifiFrustration
Resident

My boosters have this update and its all still no good. I get asked to enter my wifi password on Macbook Pro and iPhone XR every day. Telus has no answers for me. Time to switch providers?

zirnhelt
Neighbour

Same issue - Apple devices 'forget' the password on Boosts... Interestingly, not all at once. You can move to another corner of the house (where another Boost is working) and connect fine.

 

So the workaround I have right now:

  • T3200M is on a daily reboot schedule - I needed this before the Boosts came into the picture anyway, as the wifi sometimes gets flaky midway through the day. This is still true.
  • T3200M SSIDs are both (2.4, 5) hidden, and Smart Steering is off. Need this for older IoT devices, and for a backup when the main (Boost) wifi fails.  It's often better, but as I said, can be flaky too.
  • 2 of my 4 Boosts (I blame the ductwork in the house for the dead zones) are now on daily reboots (cheap mechanical timers).  We'll see if the others eventually need them too.

 

It's far from perfect, and numerous tech visits didn't help - they seem really resistant to replacing the T3200M. Each time they come by, they reset it, and "prove" to me that its behaving fine. Whatevs.

Bobbychomes
Neighbour
I installed it the Wi-Fi extenders about a month ago and in the last couple of weeks, it keeps asking for Wi-Fi password then saying incorrect password when it is correct. We’ve tried changing the password and restarting modem and extenders, it doesn’t help. Any ideas? Frankly don’t have time to do a 1hr phone call with support only to have to have a tech out to rectify.
Community Power User
Community Power User

What type of devices are you seeing this on? (type of phone, computer, Mac, etc)


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Bobbychomes
Neighbour

MacBook, Iphones, Ipads.  Everything says incorrect password.  It will sometimes connect for a while then disconnect after a few minutes sometimes an hour.

Bobbychomes
Neighbour

iPhone 8, iPhone 7, 2018 MacBook Air, 2019 iPad Air, 2017 iPad, 6th gen iPod are what disconnects.  Our Globe brand wi-fi light bulbs are also offline can't seems they can't connect as well.

Community Power User
Community Power User

There is already a running discussion for this >>> https://forum.telus.com/t5/Internet-Home-Phone/Telus-Boost-Network-Connection-Dropping-on-iPhone-XR-...


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Powderjockey
Connector
The Globe brand WiFi bulbs only work on a 2.4 Ghz frequency. If you disable SmartSteering on the main router and connect you phone/ipad you should be able to connect to the bulb.

I've noticed if the bulb is off, it will tell you the bulb is off line. Once the bulb comes on, it will show online. This all assuming the bulb has been initially set up.