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[Megathread]: TELUS Connect
I have had issues with this app since I started using it ages ago. It's glitchy and almost completely useless.
It boasts such amazing features - schedules, device-blocking, content-blocking and...
Hi Everyone.
I merged all of these posts regarding the Connect App so I don't have to go to each one and make the same announcement over and over again.
We heard you about your issues with the Connect App. I spoke with the team and they confirmed that they pushed an update yesterday to our hardware that will fix the issue where you don't see your network, or your devices.
The issue is that the NAH or the Boosters did not activate a specific setting when your device was installed. That firmware update should fix this issue but there are ways to manually enable the setting.
Here's what you need to do if you have issues still:
- Factory reset the NAH. Keep in mind that any changes that you made to the NAH you will need to do again. Most people don't make changes so factory resetting will just knock off your internet for a few minutes.
- Once the NAH is factory reset, check the Connect app. If everything works, stop here.
- If you can see your NAH but not your boosters, perform a factory reset on the boosters. Keep in mind that if you have more than one you will need to do each one individually. Please start with the main one first so any others will mesh with the Wi-Fi network that the primary boost has.
- Delete your Connect App and re-download it. If you had the app open when the update went through it will not update and you'll see the same issues. You have to close it and re-open it.
If you still have issues please message us at TELUS_Support by clicking the profile and clicking on "send a message".
I will mark this comment as a solution so you all receive notice and so if anyone after you has this issue they can find this comment and try those steps
TELUS_Support
Official Support Team
Official Support TeamWhich specific cellphone are you using, and which app version do you currently have?
Hi,
Sorry for the delay in getting back to you.
I'm using V5.28.0 on an iPhone 13 with up to date software. I never did manage to get it to connect to the Telus-provided router, but I've since bypassed that router entirely so it isn't impacting my service and it's not something I'm looking to solve. It sees my account and has the correct plan listed.
It seems like Telus isn't doing a good job of supporting SmartHub customers on the whole because I was bounced between 5 different agents before I got someone who could help. Most of the time, even when I said that I needed help with a SmartHub the agents all assumed I was on one of your fiber etc. plans and most were only vaguely aware that you provide rural cellular service. I don't blame your agents at all, they were all very helpful and professional, but a little bit more training would go a long way.
Thanks!
