Connect App - Not connected to Home Network

[FrustratedTelu1]

The Connect App no longer works.  It says, "You need to be on your home Wi-Fi and enter your admin password to proceed.  Please ensure you're connected to your Wi-Fi and reopen the app to try again"   Well......

I have rebooted my ONT

Factory Rest my Wifi Hub

Deleted and Factory Reset my 2 Boosters

Deleted the Connect App and reinstalled on both Android Phone and Ipad

Connected to the factory Wifi

Nothing.....same message.  I am unable to add boosters, change their name, change the SSID name or password or control anything else on the network.

I know I can connect directly to the HUB with the GUI to change the SSID and password but there is no method of changing the booster names.  You used to be able to enter the IP address for the booster and enter the Booster GUI but not it just redirects to the Modem GUI.

I've searched the net and have found instances of this problem as far back as 2021!!  Come on Telus, get it together!

I am open to any suggestions!!

[TELUS_Support]

Definitely not the experience we want our customers to have. We'll send you a private message to discuss further.

[yagneshjp]

I am facing the same issue. I am not able to see the wifi boosters in the Telus connect app all of sudden.

[TELUS_Support]

Hi there! 

We always recommend basic troubleshooting first, but if you have tried that , please send us a private message so we can look into a fix for your situation. Some basic steps are below for ease of reference. 

-Reboot modem/ONT then main booster then any other boosters. 

-Uninstall /Reinstall app

-Wait 24 hours after any changes on the account, and make sure you don't have any recent or future orders to move or change/upgrade/downgrade service. Sometimes certain orders or back end changes can throw off the app. 

[yagneshjp]

Done all your suggestions already. No success.

How do I send private message?

[TroutChaser]

Facing the same issue. I would like to access my local network to make updates. App states that for IOS 14 and above, local network access must be on to access. It is on when I go to settings. I also have tried many of the above ways to get the app to recognize this. Telus, if you have an answer or information please share. This is very frustrating. 

[TELUS_Support]

Hi there, we'd be happy to help, but would require some more specifics to dig into it.  Please send us a private message so we can take a look?

[KennyA]

I have exact same issue.

Please provide support information regarding if app is being updated to fix this issue or if there is anything an end user can do to resolve the issue on their own.

[TELUS_Support]

Thanks for letting us know. We'll send you a private message to collect your account info. Please keep an eye out for it 🙂

[KennyA]

I received an email stating a private message - I clickmon the link and enter account login info - it just says Account Verifcation Success. Thanks for authenticating your account. Please return to the social mia channel to send a private message with the information we need dto assist you.

How??? What Now???

[KennyA]

Private message from TELUS

From: TELUS_Support
Date: 11-27-2024 04:05 PM

Hi there. I was informed today that a fix is being worked on and we're hoping for deployment in the coming weeks. I don't have a timeline yet but we're hopeful it's very soon. Is your Wifi network completely down?

Inever mentioed that my wifi network was down in anyway as its not.  I guess TELUS is working on a fix for the WiFi boosters not showing in Connect App in the coming weeks - not sure how many weeks that would be - oh well, my boosters are connected and working fine as I can see the status when I login to the modem with admin access at 192.168.1.254.

Hurry up and wait!

[Serge-E]

Telus tech installed the gear a couple of days ago.  My Telus Connect App still doesn't see anything.

Trying to add (+) units only spins searching for the gear.

I, like others, need the App to work to manage devices.  The web interface does not allow that level of management.  It only shows basic information about the connected devices.

It sounds like more than a bug given the issue, as reported by others, goes as far back as 2021 ...

Key selling features are missing since the App is not fonctioning and the features are not accessible through the web interface.

[TELUS_Support]

We've recently updated the app to patch the issue. Can you uninstall the app, reinstall it and try again?

[Serge-E]

The Google store shows the latest update dates from December 2nd, 2024.  As I indicated, my install dates from a few days ago.  More precisely, December 18th.  Which is when I installed the app.

Nonetheless, I uninstalled the app from my Samsung S22 Ultra to reinstall it.  I've selected "Québec, Ontario, Manitoba or Saskatchewan" since I'm in Ontario.

Same message appears: "Il semble que votre connexion Internet TELUS n'est pas configurée." My phone is configured in French.  It says my Telus Internet connection isn't configured.  The only option given is to start a self-installation.  The thing is that everything was installed by the Telus tech on the 18th and works.  I have WiFi Plus.

The Connect app sees nothing about my new Internet feed and WiFi network.

When I go through the self-install process, lots of slides about how to connect, ..., IT uses the (older) DM 1000 unit as a guide (documentation not updated?)  IT shows a coax connection (again, documentation not updated?) Then IT shows cylindrical Wi-Fi 6 unit, needing to be connected to the DM 1000.  Then IT "searches" for the Wi-Fi 6 unit.  "3 minutes" later, nada, even with the phone only a couple feet away. Now ... do remember, the hardware is already all configured, for about 48 hours at this time. The only advice received is to check connections and restart the Wi-Fi 6 unit.

IT then goes to a screen showing a "Modem" and nothing else.  There is the option of adding a Wi-Fi unit.  IT shows the older model - rounded vertical rather then cylendrical (again, a sign of being out of date?)

In reading many comments here and elsewhere on the Internet, could it be because my "contract" is not quite complete, at least at Telus' end? 

I do see the "Internet" account in the MyTelus app.  However, none of the billing or other expected details like the Stream+ Premium, etc.

Puzzled ... At least the network is working...  Although I will need another Boost Mini 6E for proper "wall to wall" coverage as promised by the Wi-Fi Plus service level (+10$/month).

[Serge-E]

Hi,

The Google store shows the latest update dates from December 2nd, 2024. As I indicated, my install dates from a few days ago. More precisely, December 18th. Which is when I installed the app.

Nonetheless, I uninstalled the app from my Samsung S22 Ultra to reinstall it. I've selected "Québec, Ontario, Manitoba or Saskatchewan" since I'm in Ontario.

Same message appears: "Il semble que votre connexion Internet TELUS n'est pas configurée." My phone is configured in French. It says my Telus Internet connection isn't configured. The only option given is to start a self-installation. The thing is that everything was installed by the Telus tech on the 18th and works. I have WiFi Plus.

The Connect app sees nothing about my new Internet feed and WiFi network.

When I go through the self-install process, lots of slides about how to connect, ..., IT uses the (older) DM 1000 unit as a guide (documentation not updated?) IT shows a coax connection (again, documentation not updated?) Then IT shows cylindrical Wi-Fi 6 unit, needing to be connected to the DM 1000. Then IT "searches" for the Wi-Fi 6 unit. "3 minutes" later, nada, even with the phone only a couple feet away. Now ... do remember, the hardware is already all configured, for about 48 hours at this time. The only advice received is to check connections and restart the Wi-Fi 6 unit. This is not the solution to the problem as the problem is not the hardware or the network. It points to the app/software.

In reading many comments here and elsewhere on the Internet, could it be because my "contract" is not quite complete? I see the account in the other app, but none of the billing or other expected details like the Stream+ Premium, etc. 🤔

Serge

[TELUS_Support]

There is a remote possibility for very recently installed services whereby the provisioning hasn't flowed through the backend to be reflected at the account level. 

[Shelanda]

I got Telus internet and home phone hooked up over two weeks ago. I have still not been able to change the wifi network name or password! I have tried rebooting everything multiple times, deleted the app and reloaded it multiple times, signed out and back in ...the service is fine, but the fact that I can't do something as simple as changing the password is making me wish we'd stayed with Shaw.

[TELUS_Support · Accepted solution]

We're aware of a bug. We're working on a fix which we hope to deploy soon. I don't have a timeline yet but once we have something concrete, we'll definitely share it with you. Please stay tuned!

*Edit: Accepting as solution to pin this to the top for visibility.*

[400Unit]

Cannot see Boosters in the Connect App. I’m on the home network and can see that. I’ve rebooted everything, deleted app and reinstalled it, and factory reset all the boosters. They will connect and turn blue but do not show up in the app so I cannot rename them to create a single mesh network. I’ve been trying to add them for over a day. I can connect to the all boosters’ SSIDs and they have internet connection when wired, but the App does not see them.  

[TELUS_Support]

HI @400Unit - have you had a chance to speak with our technical support team?

[FrustratedTelu1]

Login to your modems GUI by entering the IP address.

The user will be: admin

Password will be written on the modem. Make sure you use the admin password not the network one. You can also find the ip address on the modem. Just enter it in any browser and it will bring up the interface.