TELUS Neighbourhood

RobotFish · 2 weeks ago

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.

El-Eric · 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

View solution in original post

hulmingbird · March

@TELUS_Support what is the solution to this!?!

hulmingbird · March

Major selling feature for my family too and it’s been nothing but headaches and I can’t pause or unpause devices and the schedules are not working for them!

Sonyirump · February

Just now checked again at the Connect App

Still same error

"oops we are experiencing technical difficulties "

So far I did uninstall / reinstall the app on my android phone S24FE.

restarted multiple times , the Hub and the Boost 6 .

Same error on another phone , Google pixel .

Also my schedule to block kids devices is not working , last time it worked 15 days ago .

Also the app shows my devices as idle for 15 days , even though all of them connecting to internet fine .

Any help will be appreciated .

TELUS_Support · February

Gotcha. We sent you a private message to discuss further, thanks.

If our reply resolved your issue, please click on Accept as Solution to help others in the community.

Ron888 · February

Same things happen with me. This App is broken for over 2weeks but nothing has been done to fix it. There is no support or correspondence from Telus.
This is not acceptable.

Sent from my iPhone

justanotheruser · March

Same with us. How much longer until there's a fix???

Ron888 · February

Still same not working! Nothing has been done to fix it.

Sent from my iPhone

Sonyirump · February

I have the same issue , since last 9 days .

Everything was working perfectly until then .

Tried restarting multiple time both gateway and the wifi boost 6 , same issue .

Anybody any suggestions?

superman2025 · February

Those of you who got private message from Telus, were the problem resolved? Mine is still having the issue as of today.

RC123 · February

Haha nope. The private message was like... "Try restarting your modem" ....... ya, ok, thanks for nothing.

Sonyirump · February

Still having the same issue .

I should have just stayed with Rogers Shaw

Ron888 · February

There is nothing private message. I don’t get it. The app is still not working for three weeks already.
Considering to leave Telus.

Sent from my iPhone

Garthmaul · March

Not exactly a solution - having issues with this as well. It was working until my Wifi modem was replaced with a Network Access HubTechnicolor NH20T and a Wifi booster - I'm guessing the app doesn't connect properly to the booster as that's where all the device information lives. I'm on an iPhone 13, iOS 18.3.1, connect app version 5.28.0

zhangff_nu · February

Yesterday I posted a new thread complaining the crappy Telus Connection app that could not sync and show device list. Somehow strangely the post is gone now and no where to be found.

I saw quite some posts in the past complaining about the same app bug. It seems that Telus could not solve it anyway. But why delete my post?

TELUS_Support · February

Our forums are routinely swept for posts that are duplicates, aren't asking questions, are off topic, etc. There's a chance this is what happened.

As for the Connect App, what device are you using? Also, have you checked to ensure you have the latest version?

If our reply resolved your issue, please click on Accept as Solution to help others in the community.

Ron888 · February

we are talking anout Telus Connect app. This app has no updates since three years ago. Please have it checked and fixed as it is not working for at least one week after I had the issue.

Notimpressed321 · March

Do any of your staff actually have the Telus Connect app to check yourself all these issues we are experiencing. The app DOES NOT WORK. No matter how many times we delete the app, reinstall it back, unplug and plug the modem back in, turn our phones off and on. The problem is not us, the customers, the problem is your app and the lack of care from your app developers in checking the issue by attempting to replicate the problems we are all posting about.

THERE HAS BEEN A PROBLEM WITH YOUR MEDIOCRE TELUS CONNECT APP FOR OVER A MONTH…..FIX IT!

Ldawg · March

Here is what they sent me. Hope this helps.

I wanted to give you a bit of an update. We released an app updated in mid-January which fixed the issue for some customers but it turns out it wasn't a fix for all. We took this back to our Dev team who are now working on a hardware firmware patch which will be released in the coming 1-2 months. Firmware updates are enabled by default so there's nothing more that needs to be done on your end. If we hear about a release timeline we can share, we definitely will :). Thanks for your patience with this.

Ldawg · March

Here is what they sent me. Hope this helps.
I wanted to give you a bit of an update. We released an app updated in mid-January which fixed the issue for some customers but it turns out it wasn't a fix for all. We took this back to our Dev team who are now working on a hardware firmware patch which will be released in the coming 1-2 months. Firmware updates are enabled by default so there's nothing more that needs to be done on your end. If we hear about a release timeline we can share, we definitely will :). Thanks for your patience with this.

Telusghost · March

The staff and Telus do not seem to care!

zhangff_nu · February

I did everything I could and advised by your tech support to the modem and to the app. Nothing worked. It's a very common bug and there are many posts complaining about it. Cannot you see it? Thanks.

Ron888 · February

I have the same issue since last Monday. I called the support team but nothing has been done to solve it. The technician who came to fix the internet said he can’t do anything related to the App. I complained it this morning and have been waiting for any response from Telus.

it seems there is no support for the App.

zhangff_nu · February

As I cannot wait for Telus to take forever long to fix this bug, I went straight to Bestbuy and bought a wifi router of my own. Set the Teleus Wifi hub in Bridge mode and disable its wifi, and then connect the new 3P wifi router to Telus hub (now only as a modem) via LAN. Now I can easily visit the new wifi router via app, and control devices without any issue. I don't trust Telus is going to fix their modem and app issues, so the best way of solving this is to have my own Wifi broadcasting.

DodSno · February

I'm a new Telus customer and the connect app is hillariously awful. It still hasn't picked up that it's on the same network as the modem it's supposed to talk to... hours later.

They also contraticted themselves in the automated messages telling me to make sure the app was downloaded and signed into when the installer arrived. It's not possible to sign into the app until a SmartHub is activated.

Try to sign in before the SmartHub is activated?

"That account has been canceled!"

TELUS_Support · February

Hey @Ron888 @DodSno which phone are you both using, and which app version do you currently have?

If our reply resolved your issue, please click on Accept as Solution to help others in the community.

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