Liftmaster Internet Gateway

[martsmac]

Hi, 

Recently switched internet providers but still have Telus Home Security. My smart garage door opener is no longer communicating with the app and I think it's because the wifi changed. We plugged the internet gateway into the new modem but it was still not working and I've tried to troubleshoot and did a hard reset of the internet gateway but it's still not working. There is no option for me to remove the device because I was hoping to remove and readd it and see if that works. Any suggestions or is this something tech support has to help with?

[TELUS_Support]

If you switched providers you do need to connect the panel to that new Wi-Fi name. Our equipment connects to the panel via Z-wave so please make sure that your panel is connected to Wi-Fi. 

If you are still having issues please send us a message and we will be happy to help!

[martsmac]

Hi! I'm not totally sure I understand. What are you referring to when you say the panel? And how do I connect that to Wi-fi? Thanks!!

[martsmac]

Sorry just to add because not sure if you’re referring to the control panel. But I don’t have one of those, we only have the phone app where we can open/close the garage door normally but not right now since the internet change. 

 

 

 

[WestCoasterBC]

You can follow the documentation here.

[martsmac]

That’s not true, we’ve been using it solely with the app since we got it 3 years ago. 

[TELUS_Support]

Can you confirm that you had a panel somewhere in the house? Usually it's a touch screen device you can type your passcode in to disarm the alarm 

[martsmac]

No, we only have the Telus SmartHome App. We only have the garage door opener, one camera and the thermostat - not the whole Telus security setup, no control panel. 

[TELUS_Support]

There's always the possibility that now your Wi-Fi isn't reaching far enough to your garage? You could always go right near your garage door, disconnect from your Wi-Fi from a device, such as your cellphone, then try to reconnect and see what happens. If you don't have a full solid Wi-Fi connection from there, chances are your door opener won't work either.

[martsmac]

Ya I don’t think that’s it because the garage camera is working no problem in there. 

[TELUS_Support]

Gotcha. Your best bet then would be to reach out to our SmartHome team for further troubleshooting and/or to discuss having someone dispatched to come take a look in person.