Telus Connect App is not Syncing

[Remlam]

I use Telus Smart Hub Rural for my cabin internet. No issues for months now. Today I decided that I would use the Telus connect app to enable so profiles for my kids to limit the internet usage.  I did this.  After I did this, Both of my fire sticks would no longer connect to the smart hub complaining with a pop of some “firestickcaptiveportal”.  

I began trying to troubleshot this. I changed certain settings on the smart hub (like disabling 5G etc) and nothing worked to fix the issue with my Firestick. So I took the next step which is factory resetting the smart Hub.  This worked fine but now the Telus Connect App is not synchronized and I can’t do anything inside the app (ie can’t pause devices)

it says 

Some features unavailable

Today

.ll LTE

You may not be able to do the following:

• See your device list
• Pause or resume Wi-Fi to individual devices or profiles
• Create or manage parental control profiles or schedules
• See or manage Network security if applicable

We're working on solving the issue.

In the meantime, you can try re-syncing or restarting your modem.

the option to Re-Sync does nothing. It isn’t even showing my correct wifi SSID. It is showing what the SSID was called before the factory reset.  How the heck do I get this to SYNC?  How do I get this to work with my Firesticks again.  I paid for Telus Rural and here I am hotspotting off of my Freedom Mobile Cellphone.  Wonderful!

[Remlam]

A just to clarify just in case it sounds like I ********** myself in the foot. The profile I originally added was applied to my kids devices and nothing to do at all with the Firesticks.

[yli]

Ours is on burnaby BC. Having the same issue. Contacted Telus tech support , not resolved. Agent said she submitted a ticket, haven’t got any call back since 5 days ago. 

[TELUS_Support]

Since the factory reset, it sounds like the app is still linked to your previous settings. Try these steps to resync it:

• Restart your Smart Hub – Unplug it for a few minutes, then plug it back in.
• Reinstall the Telus Connect app – Delete it and reinstall to refresh the connection.
• Forget and reconnect your Firesticks – In Wi-Fi settings on your Firesticks, forget the network and reconnect.
• Check your Smart Hub settings – Log in to the admin panel to ensure parental controls aren’t blocking devices.
• Try a manual sync – If the app still shows the old SSID, try re-naming your Wi-Fi back to what it was before the reset.

[brownd0204]

I have had the same issue for seven days, spent way too much time on the phone with a tech support person who said someone would call me back and that my issue was an isolated problem and had never happened before. Apparently that is untrue after reading all these messages. I am annoyed with Telus, as the tech that was in my home messed everything up when he was here “fixing” an issue. I am very unhappy with the service that we have received. Everything worked fine on my end, and now I cannot control my devices through the app. Useless

[codiecll]

Me too......  we've been fighting with this for months and are so done with this.... any attempts to contact Telus end in fighting with an Ai bot in a chat, waiting for a "call back" from a tech, or sitting on the phone "reconnecting" "restarting" and "reinstalling" everything for the millionth time.    Our Optik TV hasn't worked in probably a year... everything is a fight and extremely frustrating...