Telus Boost Network Connection Dropping on iPhone XR and MacBook Pro

Resident

Telus Boost Network Connection Dropping on iPhone XR and MacBook Pro

Apologies if this is dealt with elsewhere, but my issue is a bit specific as outlined in the subject.

 

My setup:

T3200M Modem with a WCB3000 Extender connected via coax.  The WCB3000 is used to get the signal to my Optik Box

2.4G Wifi disabled on both T3200M and WCB3000.

5G Wifi active on on both T3200M and WCB3000.  Same SSID on both.  Use this network for my tenants downstairs.

 

Added Boost earlier this summer.  First booster is connected to T3200M, second is in the living room.  Great signal.  Great speeds.

 

Recently however, my iPhone XR and my MacBook Pro keep dropping off the Boost network,  I try to reconnect but am told the password is wrong (iPhone) or it just won't connect (MacBook).  She can share the PW with me from her phone, and then I can connect. My wife's iPhone 6 has no issues (nor her Windows based PC). 

 

If I reset the Boost station in the living room I can connect again for a short time, but then the problem re-appears.

 

I've tried switching the boosters with no affect.  

 

I am at the end of my technical knowledge.  Any ideas?

39 REPLIES 39
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.

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


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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.

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.

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

Resident

I am having the very same problem with Macs and iPhones since my hardware was upgraded to the boosters.  If I plug in my own Apple router, wifi is perfect.  Wired ethernet internet is perfect too, so it's just wifi via those boosters.  This thread is really useful for Telus to see. Can anyone report a solid resolution?

I've reset the Booster twice, this after the Telus technician set it up initially. I've since placed all of my devices on the main router with good results. Not perfect, MacBook has to be turned off and on, the Wi-Fi, at least once a day.

I'm having this same issue with a Macbook running macOS Catalina (had same issue with macOS Mojave) . WiFi disconnects (sometimes every 10 seconds // sometimes every couple of minutes). Often times, when auto reconnecting it will bring up a "connection failed" Mac WiFi dialog box asking for password even though the password is saved and is correct (screenshot below). I have to select the WiFi network and "Join" again. 

 

Screen Shot 2019-11-27 at 9.43.47 AM.png

 

The solution is usually to restart the WiFi Boosters OR restart my Telus T3200 router which stops the issue of disconnecting for a period (about one day). Very annoying fix. The reason I believe restarting the Telus router fixes the issue is because it causes the WiFi Boosters to loose their Ethernet connectivity and it renews it's configuration once the Telus router is back on-line again.

 

This has occurred ever since we got setup with the Telus Wi-Fi boosters in our home. Never have this problem with other WiFi networks.

 

I have read many similar issues on the Internet with Apple products disconnecting and people changing router settings to "fix" the issue. But, it seems that by restarting the router after making the fix, you are simply triggering a reboot to fix the issue (i.e. the router changes were not needed).

 

All other devices in the home network keep a constant connection including streaming services (netflix, youtube). So, it is not a problem with the Internet service or WiFi itself. The problem is in the implementation of the WIFi switching (boost 1 vs boost 2 // 2.4 GHz vs 5 GHz) and how it interacts with Apple products. 

Yes it is very annoying. Would have anything to do with the radio/antenna Apple uses in their products?

We’re experiencing the same issue and it affects 4 family members, all who have MacBooks and iPhones, with one who also uses an iPad. The connection drop hits us all at different times but only affects one of our devices at a time. It never seems to occur for two people at the same time. To add to it, our wifi-connected HP LJ Pro 200 printer, which also use Bonjour to communicate directly with Apple devices, sometimes gets knocked off of the network. We’re a multi-platform house and have not experienced any issues with Windows devices. It makes me wonder if something in Apple’s Handoff software, and maybe Bonjour, is causing the issue as I haven’t seen mention of this same issue from Windows users. Anyone have any thoughts on this?

 

With the exception of this annoyance, the Boost units have performed well over the last year or so, delivering excellent and consistent bandwidth and have allowed me to tie together two buildings with a seamless experience. Is anyone using a mesh network other than Boost units with multiple Apple devices that are not experiencing this issue?

Can we get someone from Telus to follow-up? On the phone it's just about standard troubleshooting or they offer to send a technician out. Is there a way to add them to this thread?

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.

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. 

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.

 

 

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 ...

 

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

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

App>Network>Select Booster>Details>Firmware

OR

Desktop>Login Network with IP>System>Information

Great thanks. They are running 1.32.27 build 12. I rebooted them and still the same.