Connect app not working?

[BastionGames]

I recently signed up for home internet and phone, and the experience has been an absolute nightmare.  Signing up caused all my telus services to be put under a random persons account, and their credit file.  It took hours on the phone and in person to fix this.  

I went to set up schedules / profiles to find that i get an "oops, your modem can only pause a maximum of 0 devices, please unpause some devices and try again".  This is the same device the install tech showed me on his phone that he can do these functions.  

Is there a fix for this?  

[TELUS_Support]

Definitely not what we want for our customers. We'll send you a private message to discuss this situation further.

[Jax]

My connect app isn’t working either. I have three internet services and I can’t manage any devices for any of the three. Please fix this issue. I need to be able where my bandwidth is going. 

[Rogerthat]

Did you get this fixed? My connect app has been not working for months and no one can fix it

[TELUS_Support]

Our team is working on this with a high priority. While we can't provide a definitive timeline for it to be resolved, they'll have it done asap!

[Lala127]

They’ve been “working on it” for months now. Please provide an update.  

[Rogerthat]

I actually just talked to them on the phone

Still "working on it"

No updated timeline, or even an apology or offer to make it right.  In fact the phone call quickly became  trying to sell me more services.  So frustrating 

[Rocky3]

The Telus connect app is on my phone but quite useless. Why would I want to pause a device? There is no ability to change passwords for WIFI, only view current password for network, but not the guest password.

I use my laptop on the Telus WIFI and enter http://192.168.1.61/login.htm into Chrome with the printed default admin & password.

Using the previous suggested gateway IP address 192.168.1.254 no longer accepts the default admin + password which is printed on the WIFI device. 

[TELUS_Support]

Hi Rocky3, have you tried the steps at https://www.telus.com/en/support/article/change-your-wi-fi-networks-name-and-password for changing your WiFi password through the app?

[Rocky3]

@TELUS_Support yes, #5 on the link shows the main wifi name but not the guest.

with laptop previously 192.168.1.254 would log into router with admin and password on the boost 6 label.

now i use 192.168.1.61 which is the boost 6 IP and can do guest plus more.

I suppose an update changed out the router IP address PASSWORD, but what happened with the connect app dropping the guest?

[TELUS_Support]

For sure and I see what you mean. It looks like this issue was also mentioned with a workaround in the https://forum.telus.com/t5/Home-Services/Telus-WiFi-Hub-But-No-Telus-Connect-App-Guest-Wifi-Option/m... thread as well.

[Rocky3]

@TELUS_Support 

OMG, it was a problem in 2022.

But it was working for me last year when I setup the guest password.

You know, what is happening has happened before that I am aware. Remember default guide to your favorites. Fixed and worked for 3 months until another update eliminated it. I thought then and now feel strong that the techs fix a bug but keep working on the original software, so when another problem is solved and the update flashed it does not include the previous fix.

The solution for now is use 192.168.1.61 which is the boost 6 IP to get a login page, then use admin and the password for admin on the boost label.

[TELUS_Support]

Thanks for sharing all of these details, we really appreciate you taking the time to explain what’s been happening. It sounds like you’ve done quite a bit of troubleshooting already, and we hear your frustration with recurring issues after updates.

We're passing your feedback along to our technical team, as insights like yours help us improve. In the meantime, we’re glad you found a workaround using the Boost IP and admin login.