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

TELUS_Support · a month ago

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.

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

MiaJerri · 2 weeks ago

I see that this problem is being linked to this one as well: https://forum.telus.com/t5/Home-Services/Connect-App-devices-not-showing-up/m-p/170867

However the problem discussed there is specifically about the fully blank device list but I think they are different. Is the blank Device List error being addressed? I have a post in the other thread with detailed steps on how to reproduce this. It's also advertised as a key feature of the app - will this be fixed soon? Thank you.

Rogerthat · April

My telus connect app doesn't show any devices or a network since I upgraded to wifi 6, I have tried

Reinstalling the app

Rebooting everything in order

Clearing cache and cookies

Using another device

Any other ideas? I'm missing the ability to turn wifi off overnight to encourage healthy teenage sleeping patterns !

Thanks

TELUS_Support · April

There is a firmware update coming soon from the dev team to combat this issue. We'll send you a private message to discuss further!

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

Customer44 · April

Is this a firmware update for the app or the modem?

Customer44 · April

I’m having the same issues pausing devices from the Connect App. Has this been resolved yet? Please share as it seems this is a long standing issue amongst many users.

Rogerthat · April

It sure isn't. I called in as suggest and they just kept telling me it's a known issue and that the developers are working on it.

Apparently since November? At this point roll everything back to a build that works - how incredibly frustrating!

TELUS_Support · April

Indeed our team is aware of the issue and working on this with a high priority. Appreciate your patience!

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

Tanveer817 · April

It has been more than 2 months and still my telus connect app is not working. I cannot schedule or pause any devices.

TELUS_Support · April

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.

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

Lala127 · April

Is there any update to this? Still not working for me.

TELUS_Support · April

Our team is still working on resolving this issue. We'll have an update for everyone once we hear back. Very much appreciate your patience!

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

Tanveer817 · April

Hi,

You guys and your app developer team is a joke. It has been more than 4 months and you still are unable to resolve the app issue. Iam just waiting for my contract duration to end in few months and will switch to shaw. Now shaw is under rogers so they will have far better services than you guys and they also have internet control app which is working as required.

Lala127 · May

What is the update????

KingTrev · March

Why can’t I see or manage my boosters anymore? The app says I need to connect to my home wifi and enter admin password. This is the worst app ever.

TeresaG · March

The Telus Connect App doesn't work to pause devices anymore. I had a schedule for my kids and when we upgraded our internet, these schedules disappeared. I can get into the app but it won't show what devices are connected and I can't pause any devices. I have removed and reinstalled the app many times, I've restarted my modem and still the app says "We're experiencing technical difficulties". It's been like this for a week. How can I set schedules to pause devices if the app doesn't work?

TELUS_Support · March

Hi! We are currently looking into this issue!

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

Kulotchai29 · March

I have the same problem. It's saying Sync Off and I tried to resync it but to no solution until now, for 2 months I wasn't able to use this feature

AmberLamb333 · March

I just switched from Shaw/Rogers and I am having trouble with the connect app. I cannot access any parental controls, set up downtime or pause devices.

Under Wi-Fi traffic I have the messages "0 paused devices" and "oops... Unable to display Wi-Fi traffic at this time"

When I try do pause a device or profile, I get the message "Oops Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again.

I spent an hour and a half on the phone with a friendly and helpful tech this morning troubleshooting. In the end he was only able to escalate my issue and give me a 7 day expected callback time.

Kinda regretting switching at this point 😕

AmberLamb333 · March

I just switched from Shaw/Rogers and I am having trouble with the connect app. I cannot access any parental controls, set up downtime or pause devices.

Under Wi-Fi traffic I have the messages "0 paused devices" and "oops... Unable to display Wi-Fi traffic at this time"

When I try do pause a device or profile, I get the message "Oops Your modem can only pause a maximum of 0 devices. Please unpause some devices and try again.

I spent an hour and a half on the phone with a friendly and helpful tech this morning troubleshooting. In the end he was only able to escalate my issue and give me a 7 day expected callback time.

Kinda regretting switching at this point 😕

Nighthawk · March

Duplicate post. https://forum.telus.com/t5/Internet-Home-Phone/Connect-App-not-working-to-pause-devices/m-p/166671#M...

If you find a post useful, please give the author a "Kudo" or mark as an accepted solution if it solves your trouble. 🙂

TeresaG · March

I need a solution. The Connect App is one of the main reasons why I renewed my internet with Telus. After calling multiple times, two agents have put in tickets for me and said I would get a call back. Still nothing. And from the sounds of it, multiple people are having the same problem and continue to have the same problem. All yiu say is you're looking it to - after months shouldn't there be a solution by now?

TeresaG · March

We need a solution. The Connect App is one of the main reasons I renewed my internet with Telus. And since it hasn't been working for so long now, I'm regretting my decision. After multiple calls, agents have told me they've put tickets in to get this resolved and I would get a call back with 5-7 business days. I haven't heard back from anyone. It sounds like this issue has been happening for a while now, so after months of "We're looking into it", Telus should have found a solution by now. I'm very frustrated as like I said the app was a main reason for renewing our internet - this is a big selling feature for those with children (like myself).

TalynD · March

More than 5 months, same problem.

My 2 year contract is up so I’m ready to leave for Rogers.

There is a small number of us for whom it doesn’t work. I would start asking for compensation and/or leave but they’ll ask for fees for leaving because I was told the Connect app isn’t part of the internet service contract so they are technically meeting their requirements. Ask me how happy I was to hear that (multiple times).

Westguy45 · April

I am assuming the pausing of devices, that us parents depend on to monitor our child's internet usage is still no repaired, because as of today, I too am having the same issue all these people on this forum are having !!!

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