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!!

[eper]

I have already talked today again with Telus Support, they raised a ticket and will reply in a couple of days.

BTW, after restarting the Router/Modem the Connect app shows boosters for several hours, then Connect returns to its "normal" behavior - No Boosters listed.

[Serge-E]

You should be able to add new miniBoosters by connecting, one by one, to the main (tall) using the supplied ethernet cable.  Wait until the miniBooster's LED goes green. Then you should be able to move it to the desired location.  It should connect through WiFi (if it is in range of the main Booster) - LED being solid green for a good connection.

Renaming the SSID and changing passwords for main and guest WiFi networks can be done through web interface of the main booster, not the .254 which is the gateway. That one allows changing the IP scheme and other parameters.  The web interface of the .254 does show the IP address of the main Booster (taller unit) as well as the miniBoosters.  Password to be used is on the label of the respective device, unless you changed them through the web interface.

[yagneshjp]

Thank you for the message. Where to find the web interface you are suggesting. Can you drop the link here.

[Serge-E]

The default for the NOH (modem on wall) is: 192.168.1.254

The login is: admin

The password is on the label found on the "modem" (unit fixed to the wall).  The label shows the default SSID, its password and the admin password.  You need to use that last one to login into the unit's web interface.

[yagneshjp]

Hi I am so confused now.

Last message you said not to use the .254 which is the gateway! . Now you are suggesting to use .254!

I have the wifi 6 network access hub on the wall and main wifi 6 booster and mini booster.

See your message below:

Renaming the SSID and changing passwords for main and guest WiFi networks can be done through web interface of the main booster, not the .254 which is the gateway. That one allows changing the IP scheme and other parameters. The web interface of the .254 does show the IP address of the main Booster (taller unit) as well as the miniBoosters. Password to be used is on the label of the respective device, unless you changed them through the web interface.

[Serge-E]

Sorry about the confusion.

You first have to go to the .254 to find the IP address of your main Booster (tall cylinder).  This IP address can be different from one network to another.  It will have the same first three numbers : 192.168.1, but the last will be unique to your unit on your network.

Once you have that IP address, you can log into your main Booster unit using its IP address and its admin password.  The later is on the units label.

[yagneshjp]

Thank you for more details.

[Brar48]

Same issue. Got new boost 6e. I still see the old one on app. Obviously factory reset everything, etc. Contacted Telus they were useless so far.

[meowzhi]

I am with you. We have the same issue with the regular booster, and now we moved to a new location with the wifi 6 booster and it is doing the same thing. 

The pre-install network hub and wifi 6 are connected to the internet and works great. However we STRUGGLE to have it show up on the Telus connect app. No way for us to reset our wifi name and password. 🫠

[yagneshjp]

Yes it's frustrating. The Telus tech support can do nothing but open a ticket with their back office calling it application issue. The tickets are closed without solving the issue or any one from their backoffice reaching out to me. Sich a shame that no one in Telus want to take the ownership of resolving this app issue.

Bright side is you can connect using the web interface.

Login using to http://192.168.1.43/login.htm

Use the user ID as admin and password behind the cove of Network access hub. I suggest do not change this user ID and password.

The you can find the ip address of the wifi 6 booster in wireless devices or devices tab tab.

Log in to http://192.168.1.XX/login.htm put the address of your wifi 6 booster you in there. The user ID admin and password is in the wifi 6 booster behind the bottom cover.

Here you can change your SSID and password and even enable guest wifi ID. Do not touch any other configuration or settings.

All the best.😊

[yagneshjp]

The first one for Network Access Hub should be

Login using to http://192.168.1.254/login.htm Use the user ID as admin and password behind the cove of Network access hub.

Sorry for the confusion

[Serge-E]

Your .43 can be an other IP address, depending on the install.

Best to first login to the NAH, box on the wall, at 192.168.1.254 (its default IP address) to find the IP address of the main WiFi unit.

[Serge-E]

Using a web browser, login as admin to the NAH (Network Access Hub, installed on the wall).  Its default IP address is 192.168.1.254 (I changed mine through its web interface).  The default admin password is on the label, hidden by the front cover.

Once in, look for the IP address of the Main WiFi unit.

Now log into the main WiFi unit's web interface using that IP address.  The user name is 'admin'.  Its admin password is on its label.  Remove the base and the label will there.

From here, you can change the name of the main SSID, the guest SSID and their respective password.

I forget if the settings are propagated to the miniBoost 6e units.  If not, their respective IP address and admin password can be found through the steps above for each miniBoost 6e you have.

[Owenwg22]

I’ve been trying to see what devices are connected to our wifi, change the name and password or even just try and see what the connect app offers with our wifi. I’ve tried rebooting it deleting the app and reinstalling it and even restarting my phone and nothings working. It keeps saying “can’t connect to your modem” I have got it to change the name by clicking the plus in the top corner on the app and basically going through the installation procedure but still says can’t connect. Anyone had this issue or know some ways to fix it?

[TELUS_Support]

Hi! After taking a look, there seems to be a bug and a fix was launched, please give it some time! Will check in once we have more updates. 

[Owenwg22]

Any news on this yet? I still am not able to connect to it