Sunday
At 6 pm every single night - our internet on our iPad keeps cutting out, all night. At first I thought it was the iPad, but we have 5 iPads and it happens on every one of them. Regardless, I have reset all settings and also reset internet settings and resigned in, on every iPad. No difference. So then I reset the Wifi modem - on 3 different occasions. No difference. We also reset the hubs. Still no difference. It seems to have started when we upgraded to Wifi plus, so I’m wondering if we should dump the Wifi plus.
Yes I know there is a vulnerability around supper time when everyone is home and accessing the web. However a) we live in the small town of Hope…..and b) it never did this before.
I hate calling your help line. It takes forever to get through and then I so often end up talking to a person who I either cannot understand because they speak such broken English (sorry) or they have no idea what they’re doing. Is there anything else I can do to fix this?
Monday
Here are some steps you can try to address this issue before contacting our support team:
- Ensure the Wi-Fi Plus modem and hubs are centrally located and free from obstructions like walls or appliances that could interfere with the signal.
- While your location in Hope might experience less congestion overall, specific devices or activities on your network (like streaming or gaming) could be consuming bandwidth. Try disconnecting non-essential devices during the problematic time to see if the issue improves.
- Ensure your modem and Wi-Fi hubs have the latest firmware. You can check for updates using the My TELUS app or by logging into your modem’s settings.
- In some cases, switching your modem to a less congested channel can improve performance. This is especially helpful if other networks in your area are on the same channel.
- If possible, connect one of your devices (like a laptop) directly to the modem with an Ethernet cable during peak times to determine if the issue is Wi-Fi-related or affects your entire connection.
Let us know how it goes!
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
Monday
Monday
We'll send you a private message to discuss
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
yesterday
Does the issue occur exactly at 6 pm every night or are you just generalizing the symptoms?
I assume if it's happening every night that means at some point it reconnects. What time does that happen?
yesterday
yesterday
That's useful info. It sounds like it might be a channel congestion issue. Are you in a house or an apartment/condo?
You mention you don't have other devices other than the iPads. No mobile phones?
At what time do your devices reconnect?
yesterday
yesterday
No need to apologize, you are doing better than most!
Do you know if your mobile phones are set up to connect to your WiFi? If so I'm wondering if they also have the issue.
yesterday
yesterday
Text messaging does not need to use your WiFi so that's not a good indicator as it uses the cellular network. You need to look at the status bar on the phone to see if you are connected to your WiFi.
Is your iMac connected by WiFi or with an Ethernet cable?
yesterday
yesterday
Don't bother checking emails on your phones as a test because it will just switch to mobile data if it loses WiFi.
A better test is to use the browser on the iMac.
yesterday
yesterday
If the iMac also has the same issue at the same time as the iPads then it's unlikely due to the devices.
The next step is to work with TELUS support to change to another WiFi channel to see if that helps.
It's likely that your WiFi is set up with Smart Steering turned on. That can also be a source of instability in some cases.
yesterday
5 hours ago
I'm a customer just like you. I can relate to your frustrations so I try to help if/where/when I can.
4 hours ago