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2 weeks ago
- last edited
2 weeks ago
by
El-Eric
I have had issues with this app since I started using it ages ago. It's glitchy and almost completely useless.
It boasts such amazing features - schedules, device-blocking, content-blocking and so much more! - but it rarely works. I either get a notice that it can't connect (which is fun because it's literally the name of the app), or I can set schedules and turn off access to certain devices, only to find my kids still using them with complete success.
This is a problem for me. I pause the WiFi to my daughter's phone (she does not have data through a provider, so the only way she can get online is via WiFi - and all of my neighbours have locked access, so she's not getting on theirs) because she likes to text me at work all day for important things like "do we have any snacks" or "check out this TikTok". Yesterday, she texted me all day long again, and even though I checked the app and it was like YEP EVERYTHING'S GOOD THIS PHONE IS DEFINITELY PAUSED, everything was not good, and the phone was not paused.
During the summer, I go to bed before my kids because they are no longer in school, and I shut off the WiFi for their phones and the iPad. It's all on one of those awesome schedules, which the app showed as active and working, but are actually neither of those things. The home screen even showed the devices as paused. Except - I have a secondary app that shows me what apps they are using and for how long, and it let me know that they were on their phones until after 2am. Good stuff.
Does anyone know of an app that isn't this one that will actually do what I need this one to do? I have been giving polite app feedback for ages (that changed yesterday) and Telus doesn't seem to agree, after all this time, that the Telus Connect app should, in fact, connect.
Solved! Go to Solution.
Trending tags:
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technical support
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TELUS Connect app
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Telus support
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terrible service
1 ACCEPTED SOLUTION
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2 weeks ago
Hi Everyone.
I merged all of these posts regarding the Connect App so I don't have to go to each one and make the same announcement over and over again.
We heard you about your issues with the Connect App. I spoke with the team and they confirmed that they pushed an update yesterday to our hardware that will fix the issue where you don't see your network, or your devices.
The issue is that the NAH or the Boosters did not activate a specific setting when your device was installed. That firmware update should fix this issue but there are ways to manually enable the setting.
Here's what you need to do if you have issues still:
- Factory reset the NAH. Keep in mind that any changes that you made to the NAH you will need to do again. Most people don't make changes so factory resetting will just knock off your internet for a few minutes.
- Once the NAH is factory reset, check the Connect app. If everything works, stop here.
- If you can see your NAH but not your boosters, perform a factory reset on the boosters. Keep in mind that if you have more than one you will need to do each one individually. Please start with the main one first so any others will mesh with the Wi-Fi network that the primary boost has.
- Delete your Connect App and re-download it. If you had the app open when the update went through it will not update and you'll see the same issues. You have to close it and re-open it.
If you still have issues please message us at @TELUS_Support by clicking the profile and clicking on "send a message".
I will mark this comment as a solution so you all receive notice and so if anyone after you has this issue they can find this comment and try those steps
148 REPLIES 148
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April
Yup.
I’m cancelling and going to Rogers
Sent from my iPhone
I’m cancelling and going to Rogers
Sent from my iPhone
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April
Our team has been alerted that this issue is still occurring for you and we'll advise of an update once we hear back. In the meantime, feel free to send us a private message if there's anything you'd like to discuss.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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a month ago
we moved and my modem will not allow me yo pause the kids phones at night anymore
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April
Thanks for flagging this. We've alerted our team about this still not working for you so they can investigate. We'll advise of an update once we have one.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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May
Has this issue been resolved?
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May
Not as of just yet. Our team is working on a fix as we speak. Appreciate your patience!
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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March
I have the same issue!
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March
Same problems. Very frustrating. This is how we control our kids screen time and now they are connected all of the time even if it shows a bedtime schedule is on.
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March
I have the same issue, it has been over a month and they still haven’t fixed it
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March
I have the same issue … the app shows no devices, gives an error that it can’t sync. It’s been this way for over a month.
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March
Same issue here, very frustrating !
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March
Same issue, very frustrating to say the least. Please let me know if you find a solution.
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March
It’s been 5 months for me. Multiple times trying to fix it. Hours wasted on the phone. literally hours waiting for supervisors listening to the same brain rotting Muzak!!
Now I’m on a month to month plan hoping they fix it so I don’t have to go elsewhere because my smart home will require setting up again.
We homeschool and the need to turn off the electronics is vital before our son finds another device. Telus just tries to start with the same solution each time. Reset modem, delete and download app. Escalation to the some higher team doesn’t work. Resetting the IP address didn’t work. New modem didn’t work.
No compensation offered because the Connect App wasn’t promised as part of the contract. So despite it being offered, Telus considers your internet to be 100% even though Connect doesn’t work.
Every agent has been super nice but one and the technician was amazing. But I have little hope it will be fixed in a short period of time.
Cue the standard Telus admin response I’d well send you a PM to help fix your issue.
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March
Same here. Telus Connect APP is Broken. New 3G fiber customer, two Boost 6e routers... I get "Oops, unable to display wi-fi traffic at this time". Trying to pause devices gives "Oops, Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again". Have gone through the reset, reinstall, delete, log-out, log in, clear cache, wait on hold ..... merry go round for the last week.
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March
Same here. Unable to pause any devices. No error messages. I click pause and the indicator spins for a few seconds and then nothing changes. I would have expected the limited functionally Telus provides with their routers actually works, given that they have already nerfed accessing the more advance settings.
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May
Oh no!! I’ve juuust switched over from Roger’s where the app is very handy. Even asked that this functionality was available… now to find out it’s not actually functional is so annoying… have a few more weeks to change my mind back to Rogers…
Anyone have luck with a fix?
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May
Hi @NG-21 - I've checked my app and mine is working as intended. Are you experiencing issues?
- Eric
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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May
Hi, I recently logged out and logged back in. Still not working 😩
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May
Have you tried uninstalling and reinstalling the app?
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
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a month ago
Yes, nothing has fixed the issue.
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a month ago
Same issue. Unable to pause device. No device showing in the connect app
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a month ago
I also have this issue. Seems this functionality was removed at some point (genius). I also would like this functionality to be available as it's been missing for months. Seems it is missing since we got the new white ONT boxes and wireless mesh unit (booster). No schedule, no pause, the booster doesn't even show in the phone app. Basically the phone app is useless at this point. Can someone fix this instead of just saying your looking into it?
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4 weeks ago
I am experiencing the same issue that many others have reported — the TELUS Connect app is unable to detect my Wi-Fi 6 Booster. I have tried several troubleshooting steps, including disconnecting and reconnecting both the hub and the booster, uninstalling and reinstalling the Connect app, and logging in and out of the app. Unfortunately, none of these steps have resolved the issue.
This problem has persisted for over six months, and despite my efforts, it remains unresolved. I would appreciate your assistance in identifying a solution.
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February
connect app not showing connected to wifi devices. it says some features unavailable. then it show sync off. how can i fix it? i cant pause devices or even see what connected to wifi. i don't have boosters. i uninstall and install again connect app. i reboot router multiple times. all didn't solve problem.
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February
I have the exact same problem. I have the T3200 modem so copper connection. I’ve restarted modem, and the phone, and reinstalled the app. I’ve also cleared the cash on my phone, in the app and reinstalled the forms/documents. Still nothing. I have quite a few devices, with very slow internet (25). Today I turned off several devices to see if that would help, and nothing. I also tried resetting the network settings in my phone, still nothing. I’ve ordered a new modem hopefully it will help. I’m also looking for a replacement app, but no luck on what might work yet.
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