[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.

[TELUS_Support]

Sorry to hear about the issues you're having with the TELUS Connect app RobotFish. We'll send you a PM to dig a bit more into this.

[KK88]

I’ve been experiencing ongoing issues with the TELUS Connect app — it cannot detect my Wi-Fi 6 Booster. Additionally, the app displays a message saying “some features unavailable.” The pause/unpause device function does not work, and the devices list fails to appear.

I’ve already tried the following troubleshooting steps:

• Reset the hub and Wi-Fi 6 Booster

• Disconnecting and reconnecting the hub and Wi-Fi 6 Booster

• Uninstalling and reinstalling the Connect app

• Logging in and out of the app

Unfortunately, none of these actions have resolved the issue. This problem has persisted for over six months.

I would like to ask:

• Can I delete my TELUS Connect account and create a new one to start fresh?
  or

• Can you clear or reset the devices currently linked to my account so I can re-add them?

[TELUS_Support]

Hi @KK88 - we can do some basic troubleshooting over private message for sure.

We'll send you a private message

[RobotFish]

In my experience, nothing will resolve these issues. I have had them nonstop since I started using the app, and all the various iterations of the great troubleshooting advice of "have you tried turning it off and turning it back on again?" have been done. Repeatedly. Every single component that can be reset, disconnected and reconnected, uninstalled and reinstalled, logged out of and back into. Sometimes it works for an hour, sometimes a whole DAY. My favourite thing is when it says I can't access certain devices in my list because they haven't been connected in over 48 hours, while I know for a fact they are actively connected because I can see the child next to me USING THE DEVICE.

[CLTaylor]

We upgraded to Fibre optic a while ago and ever since the connect app isn't functioning properly. Devices aren't showing up so I am unable to pause wifi or set schedules. This is a huge feature in our household with young kids. I need to be able to control when the wifi is able to be used. 

[Krug]

Love the speed of the connection and the price but the app is about 10% reliable.  Most of the time it says “oops, can’t show wifi traffic right now”. Sometimes you can pause a device but be careful…go to unpause it later and you’ll get the same message and won’t be able to UNpause any of them. Reinstall the app, change your password, do a little dance, wait a few hours…still nothing. Mine currently is showing no devices connected “oops” (best line ever from a company taking my money). I wonder if oops would work if I built people’s house wrong. 

[TELUS_Support]

Sorry to hear that and we get it. This was mentioned in https://forum.telus.com/t5/Home-Services/Connect-app-not-working/m-p/168970 thread and looks like the app issue is currently being worked on.

[Lala127]

It’s been being worked on for months now with no end in sight. Not even a timeline has been provided. 

[TELUS_Support]

We understand how frustrating it is to wait this long without a clear timeline and we’re really sorry it’s taken so long. This isn’t the experience we want for you. We’re checking in with the appropriate team to see if there are any updates we can share. 

[MiaJerri]

Hello. This bug is happening for me exactly as the original post explains: on Friday June 27 I got my internet upgraded to Pure Fibre. The internet works fine, and the installation was smooth. However, in the Telus Connect app the device list is gone. Here are some notes and steps on how to reproduce this issue with a Network Access Hub and Boost Wi-Fi 6:

Bug:

• Open Telus Connect app on Pixel 8 phone after internet has been upgraded to Pure Fibre: (though I don't think this is a device OS bug, due to the huge volume of reports of the error)
• Go to device list in "Devices" - note that the list is blank, it shows only a picture of a cheetah with no other text
• Click the "+" button and user will be taken to a "Setup Telus Device" section, and notice the UI will show the wifi installation is not complete (it has been completed successfully)
• Go through the setup steps as normal
• After getting the confirmation that the installation is good, user gets an error that says "Oops we're having technical difficulties"

Notes:
Today I called tech support for an hour, and they had me forget my wifi, uninstall the app, then they rebooted the Network Access Hub and Boost Wi-Fi 6 remotely, I reinstalled the app and the bug is exactly the same
I downloaded and app called Fing to monitor the devices on my wifi and they are all shown, so the wifi and devices are completely fine. This is specifically a problem with the Device List in the Telus Connect App (and I am guessing the bug happens because the app doesn't recognize the Network Access Hub and Boost Wi-Fi 6 being setup properly)

Because the in-app advertising lists that people can "view devices" and "pause internet for devices" it's really not ok for this bug to persist. It's clearly one of the main reasons people use this app. Can someone please let us know an ETA for the fix?

[MiaJerri]

Here are some additional pictures to explain the problem:

[TELUS_Support]

We've been notified by our team that an update was pushed that should resolve this issue. Are you still experiencing this problem? If so, could you try closing out of the app and hopping back in to see if it's fixed?

[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.