WiFi Paused on a device and can't un-pause

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Rahsten
Resident

We set my son's Alexa Dot up in the Telus WiFi app so we could pause WiFi to it. Now that it is paused, it won't un-pause. The device is greyed out in the WiFi app but I can see through my Ubiqiti contoller that it is indeed "seen"... the Telus WiFi app is just keeping us from being able to connect to it.

 

Looking at the details for the Device in the Telus app. it looks like Telus is interpreting the Host incorrectly. It's considering the Alexa device brand as  UNKNOWN and Host is TELUS Optik TV. The IP and MAC however match that of the Alexa device. 

 

I think all I need is for the Telus App to allow me to either force un-pause or forget the device altogether so I can just set it up from scratch, but there are no options to do anything like that.

 

I've reset and updated all devices in the network and nothing is correcting this issue/mis-interpretation by the Telus app. It even shows the ALexa device connected but won't let me un-pause it because it thinks it is a TELUS Optik TV. Very frustrating. Has anyone encountered this before and know of a solution?