Wifi boosters not working, tried everything

[Stuck345]

I have two boosters and have tried for MONTHS and MONTHS to re-attach them and no success.  I have the disc shape boosters.  It only came with one ethernet cable.  The problem is my app doesnt respond after i connect the 1st booster, and locate the booster in my wifi network and add password.  I can never move forward, the app is stuck.  I tried rebooting my router, boosters, restarted my cell phone, uninstalled Telus app and reinstalled, nothing works.  I have been trying to connect it for almost 3 hours.  I am reading suggestions online, try again and nothing works.  I cannot find any Telus instructions on how to connect my boosters with only one cable and what do i do if the app isn't working.  Do not tell me to call Telus.  I tried that.  The tech repeatedly told me it was my responsibilty to know how to connect my boosters and refused to help me.  Then he tried to charge me $150 just for contacting Telus, yet never helped me resolve the issue.  I am quite frustrated with Telus and feel ripped off that i am paying for this service and cannot even use it.  If someone has experience on how to re-connect them, i would appreciate it.

[User1234]

I have noticed the same issue and would like to know what's up. Did they just discontinue the older boosters?

[TELUS_Support]

Hi @Stuck345 - please download the TELUS Connect app. There you can tap on the + sign at the top and add your Boost Wi-fi.

Cable-wise, I assume you have a T3200. Plug your Boost Wi-fi to the T3200 to any available LAN ports. Once that's done, continue through the Connect app.

[Stuck345]

I have the app and have tried many many times to add them.  I am able to get as far as connecting one booster but then the app will not proceed to the next step.  It only proceeded once, but when I tried adding the 2nd, it wouldn't connect. I started over so many times but now, nothing will connect in the app.  I did delete the app and reinstalled and it's still the same.

[TELUS_Support]

We will send you a private message to help further

[Mickin]

I have the exact problem. Been trying since September to get reconnected. 

Any advice?

[Mickin]

The app takes over 10 minutes to move to next then when you connect to the booster wifi and enter password it just sits there stuck.

[Stuck345]

I tried replying to Telus privately but the website won’t let me.  I will answer here.  I tried your instructions and got both boosters to turn blue. I was able to enter the password, but when I return to the app, I cannot move forward or click next.  It’s greyed out.  I can’t move forward.  Any other suggestions or instructions?  I’ve been without my boosters for a long time. Thanks.

[TELUS_Support]

Hi there, we replied to your private message but we will reply here as well. Since the Telus app is getting stuck during setup, here are some additional troubleshooting steps that might help:

Manual Setup via Web Interface: If the Telus app isn’t working, you may be able to access the booster settings by logging into your router’s web interface. Sometimes, you can add and configure boosters this way rather than through the app.

Boosters Placement and Connection: Try connecting the primary booster directly to the router with the Ethernet cable. Then, place the second booster midway between the first booster and the area where you need stronger coverage. If you’re only provided with one cable, it’s usually for the first booster’s connection to the router, as the second one should connect wirelessly.

Check App Version & Compatibility: Ensure your Telus app is up to date. Some older versions might have bugs that prevent them from working with certain booster models. You can also try restarting the app on another device if possible.

Factory Reset: If the boosters were previously connected, a factory reset could help clear any previous configurations. To do this, locate the reset button on each booster, usually at the back or bottom, and hold it down for about 10 seconds.

Network Settings: After resetting, disable any VPN on your phone if one is enabled, as it can interfere with the app connection.

If you still have issues, reply to our private message and we'll get tech support to assist you further. 

[Stuck345]

Thank you for your suggestions.  I logged into my router and both boosters are connected to the router.  I can also see my primary booster connected in the internet network.  I feel like I’m close.  How do I access the higher band now?  I do not have that option in my internet network, it doesn’t show.  Only my normal slower wifi.  Thanks again.

[TELUS_Support]

We'll reply to your private message now!