connect app doesn't show connected to wifi devices

[kordeenok]

connect app not showing connected to wifi devices. it says some features unavailable. then it show sync off. how can i fix it? i cant pause devices or even see what connected to wifi. i don't have boosters. i uninstall and install again connect app.  i reboot router multiple times. all didn't solve problem. 

[Ron888]

we are talking anout Telus Connect app. This app has no updates since three years ago. Please have it checked and fixed as it is not working for at least one week after I had the issue.

[Notimpressed321]

Do any of your staff actually have the Telus Connect app to check yourself all these issues we are experiencing. The app DOES NOT WORK. No matter how many times we delete the app, reinstall it back, unplug and plug the modem back in, turn our phones off and on. The problem is not us, the customers, the problem is your app and the lack of care from your app developers in checking the issue by attempting to replicate the problems we are all posting about. 

THERE HAS BEEN A PROBLEM WITH YOUR MEDIOCRE TELUS CONNECT APP FOR OVER A MONTH…..FIX IT!

[Ldawg]

Here is what they sent me. Hope this helps. 

I wanted to give you a bit of an update. We released an app updated in mid-January which fixed the issue for some customers but it turns out it wasn't a fix for all. We took this back to our Dev team who are now working on a hardware firmware patch which will be released in the coming 1-2 months. Firmware updates are enabled by default so there's nothing more that needs to be done on your end. If we hear about a release timeline we can share, we definitely will :). Thanks for your patience with this. 

[Ldawg]

Here is what they sent me. Hope this helps. 
I wanted to give you a bit of an update. We released an app updated in mid-January which fixed the issue for some customers but it turns out it wasn't a fix for all. We took this back to our Dev team who are now working on a hardware firmware patch which will be released in the coming 1-2 months. Firmware updates are enabled by default so there's nothing more that needs to be done on your end. If we hear about a release timeline we can share, we definitely will :). Thanks for your patience with this. 

[Telusghost]

The staff and Telus do not seem to care!

[zhangff_nu]

I did everything I could and advised by your tech support to the modem and to the app. Nothing worked. It's a very common bug and there are many posts complaining about it. Cannot you see it? Thanks.

[Ron888]

I have the same issue since last Monday. I called the support team but nothing has been done to solve it. The technician who came to fix the internet said he can’t do anything related to the App. I complained it this morning and have been waiting for any response from Telus.

it seems there is no support for the App.

[zhangff_nu]

As I cannot wait for Telus to take forever long to fix this bug, I went straight to Bestbuy and bought a wifi router of my own. Set the Teleus Wifi hub in Bridge mode and disable its wifi, and then connect the new 3P wifi router to Telus hub (now only as a modem) via LAN. Now I can easily visit the new wifi router via app, and control devices without any issue. I don't trust Telus is going to fix their modem and app issues, so the best way of solving this is to have my own Wifi broadcasting.

[DodSno]

I'm a new Telus customer and the connect app is hillariously awful. It still hasn't picked up that it's on the same network as the modem it's supposed to talk to... hours later.

They also contraticted themselves in the automated messages telling me to make sure the app was downloaded and signed into when the installer arrived. It's not possible to sign into the app until a SmartHub is activated.

Try to sign in before the SmartHub is activated?

"That account has been canceled!"

[TELUS_Support]

Hey @Ron888 @DodSno which phone are you both using, and which app version do you currently have?

[Ron888]

Telus connect


Sent from my iPhone

[TELUS_Support]

Which specific cellphone are you using, and which app version do you currently have?

[DodSno]

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!

[DodSno]

I meant to add one other thing. When signing up for SmartHub the emails you receive before the install indicate that you must have the Connect app installed and signed into before the date. For whatever reason, the account can't be activated in the app until the antenna is connected to your network. Until that time, the app claims that your account has been deleted, which is pretty confusing and lead to more time wasted on the phone with support.

[TELUS_Support]

We appreciate your detailed feedback and are sorry for the challenges you faced during setup. It’s important to us that all our customers receive the right support, and we understand how frustrating it can be to be transferred multiple times. We’ll share your comments with our team to help improve training and the overall SmartHub experience.

Regarding the app activation issue, we recognize that clearer instructions would make the process smoother, and we’ll look into how we can improve this. If you need any further assistance, please don’t hesitate to reach out.

[Sdwatt57]

I am having horrendous issues. This app is a critical line of defense in our home to keep our children safe..we enjoyed the scheduling features, the adult site block management. Currently we have nothing. I have called tech support and they say a ticket was started. That was three weeks ago. So.... Anyone have any solution?

[Ldawg]

Got a reply from Telus last night on a different thread. The app is broken, they are working on a patch to the firmware. They made a change in January that fixed for some customers but broke for others. Fix is 1-2 months out.

[Sdwatt57]

Thank you!

[Telusghost]

Amazing, thanks for the update. I hope it is fixed soon or else might need to go the CCTS route.

[hulmingbird]

This issue is still not resolved. I have not been able to control my devices in over 7 days!! I use this app to control my kids devices, we have schedules set and even they aren’t working.

i have continually forced stop and reloaded the app to which does not fix it. I have restarted my modem and internet within the home, this has not helped. 
This is not a new problem either, it seems to routinely happen. It’s making us want to switch our services back to Shaw. Their app worked flawlessly and every time I needed it too. Why can their app worked flawlessly just fine and Telus always have problems? Don’t you have an IT team?!