August
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?
August
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!
August
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!!
August
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.
August - last edited August
You can follow the documentation here.
August
That’s not true, we’ve been using it solely with the app since we got it 3 years ago.
August
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
August
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.
August
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.
August
Ya I don’t think that’s it because the garage camera is working no problem in there.
August
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.