[Megathread]: TELUS Connect

[RobotFish]

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.

[kordeenok]

i called couple times to TELUS support line, they don't know what to do. I think the best way its replace modem, like you are doing. 

[zhangff_nu]

I am experiencing exactly the same issue. It has been days but no fix at all. Called tech support and they cannot solve it either. Feels like Telus Connect developers are quite incompetent. 

[Choconan]

I am having the same issue. It says SYNC off and I cannot pause or unpause

any devices.

[Ldawg]

I’ve replaced my modem this week, and no change.  The app has some kind of problem, on the back end, we need a ticket to escalate to the back end folks..

[Mam]

Same thing here. BC. Over a week no devices to show on app.  Wifi is working good. I can't see why change modem when it's Telus app.   Them and the app haven't been anything but problems. Come on Telus support. Fix it!

[Ldawg]

I had some signal/packet loss, over time with my T3200, so tech support couldn't figure out why the app is not working, so opted to change it as to try something. No luck though. I messaged Telus support directly this morning, no response yet.  

[Ron888]

I live in Surrey BC I have the exact same problem and I have tried all the methods that Telus support team recommends. It doesn’t work. Meanwhile, my Internet has a problem it connects and disconnects in about every 10 to 15 minutes. A new hub was installed today but same things happen in Telus connect. I guess this should be the issue of the App. 
Nothing has been done to solve the problem. Anyone has idea what to do, advise! Thank you 

[Ldawg]

Any update?.  I've done all I can, I have a private message going with someone, but I don't think they are understanding the problem. 

[TELUS_Support]

Hey, we replied to your private message. 

[Mam]

My app is  still not working properly.  My whole system was restarted. Still the same. Keep us posted if you get an appropriate reply of Telus fixing this

[dru]

@Ldawg @Mam @Ron888 I wanted to give you a bit of an update. We released an app update 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 coming soon.

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. 

[Mam]

Thank you for reply. I'm okay with waiting and it's great I know why!

Have a great day

Marie

[Sonyirump]

Telus connect app stopped working past 9 days .

Error is " Oops we are experiencing technical difficulties".

Anyone else has similar issues .

Any solutions. 

[Sonyirump]

Tried multiple restarts on Arcadyan NH20A and the boost 6 wifi router 

[superman2025]

---

@Sonyirump wrote:

Telus connect app stopped working past 9 days .

Error is " Oops we are experiencing technical difficulties".

Anyone else has similar issues .

Any solutions. 

---

I'm having the exact same error, new customer since Feb 1st, having NH20A and boost 6. 

My boost 6 never showed up in Telus connect, I was able to see my devices and create device profile before.

Then all the sudden after a few days,  this "Oops we are experiencing technical difficulties" error starts showing up and hasn't been fixed since then.

[TELUS_Support]

Hi! We currently have some reports on this issue as well. Here are some troubleshooting steps you can try in the meantime.

Immediate fixes:

• Force stop the app
• Clear app cache and data
• Restart your device
• Uninstall and reinstall the app

Check your:

• Internet connection
• App version (ensure it's the latest)
• Device compatibility

[Ron888]

It doesn’t wok as before. This app has been out of order for over a week. Still nothing has been done to fix it. Considering to leave Telus internet.

[superman2025]

---

@TELUS_Support wrote:

Hi! We currently have some reports on this issue as well. Here are some troubleshooting steps you can try in the meantime.

Immediate fixes:

• Force stop the app
• Clear app cache and data
• Restart your device
• Uninstall and reinstall the app

Check your:

• Internet connection
• App version (ensure it's the latest)
• Device compatibility

---

I have tried all these and it didn't fix the issue. I'm on android and my app is latest I can find in App Store: 5.28.0.

Also to confirm it's not my phone's issue, I tested the iOS version of the app in my iPad, it gave me a different error message saying "some features unavailable", there is a re-sync features button, which didn't make any difference clicking on it.

I'm still unable to see my connected device and unable to create/manage wifi schedule on them.

[Ron888]

I tried all those Telus support said but nothing has changed in the App. This App doesn’t work but the developer has not done anything to fix it. Instead they keep talking about and keep repeating the general ideas which can’t solve the problems. 

[Sonyirump]

I tried multiple devices , same issue .

Doesn't look like uninstall/reinstall will resolve the issue .

Something seems broken

[TELUS_Support]

@Ron888 @Sonyirump @RC123 We'll send you a private message to discuss further.

[RC123]

NONE of this works. Please fix it. So angry about this.

[TELUS_Support]

Hello. Sorry for the inconvenience you've had with the Connect app. Are you still unable to use the app since posting?

[RC123]

No, it has not started working at all. I have tried disconnecting, reconnecting, restarting everything. This is a major problem for me since the ability to control what devices access the wifi via the app was a major selling feature for my family.

Please remedy this as soon as possible.

Thank you

[TELUS_Support]

We sent you a private message!