[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.

[Ron888]

Telus connect


Sent from my iPhone

[TELUS_Support]

Which specific cellphone are you using, and which app version do you currently have?

[DodSno]

Hi,

Sorry for the delay in getting back to you.

I'm using V5.28.0 on an iPhone 13 with up to date software. I never did manage to get it to connect to the Telus-provided router, but I've since bypassed that router entirely so it isn't impacting my service and it's not something I'm looking to solve. It sees my account and has the correct plan listed.

It seems like Telus isn't doing a good job of supporting SmartHub customers on the whole because I was bounced between 5 different agents before I got someone who could help. Most of the time, even when I said that I needed help with a SmartHub the agents all assumed I was on one of your fiber etc. plans and most were only vaguely aware that you provide rural cellular service. I don't blame your agents at all, they were all very helpful and professional, but a little bit more training would go a long way.

Thanks!

[DodSno]

I meant to add one other thing. When signing up for SmartHub the emails you receive before the install indicate that you must have the Connect app installed and signed into before the date. For whatever reason, the account can't be activated in the app until the antenna is connected to your network. Until that time, the app claims that your account has been deleted, which is pretty confusing and lead to more time wasted on the phone with support.

[TELUS_Support]

We appreciate your detailed feedback and are sorry for the challenges you faced during setup. It’s important to us that all our customers receive the right support, and we understand how frustrating it can be to be transferred multiple times. We’ll share your comments with our team to help improve training and the overall SmartHub experience.

Regarding the app activation issue, we recognize that clearer instructions would make the process smoother, and we’ll look into how we can improve this. If you need any further assistance, please don’t hesitate to reach out.

[Sdwatt57]

I am having horrendous issues. This app is a critical line of defense in our home to keep our children safe..we enjoyed the scheduling features, the adult site block management. Currently we have nothing. I have called tech support and they say a ticket was started. That was three weeks ago. So.... Anyone have any solution?

[Ldawg]

Got a reply from Telus last night on a different thread. The app is broken, they are working on a patch to the firmware. They made a change in January that fixed for some customers but broke for others. Fix is 1-2 months out.

[Sdwatt57]

Thank you!

[Telusghost]

Amazing, thanks for the update. I hope it is fixed soon or else might need to go the CCTS route.

[hulmingbird]

This issue is still not resolved. I have not been able to control my devices in over 7 days!! I use this app to control my kids devices, we have schedules set and even they aren’t working.

i have continually forced stop and reloaded the app to which does not fix it. I have restarted my modem and internet within the home, this has not helped. 
This is not a new problem either, it seems to routinely happen. It’s making us want to switch our services back to Shaw. Their app worked flawlessly and every time I needed it too. Why can their app worked flawlessly just fine and Telus always have problems? Don’t you have an IT team?!

[Ldawg]

They have identified an issue in the firmware, the fix is 1-2 months out. 

[Telusghost]

1 - 2 months seems like a ridiculously long time away! 

[Ron888]

I do not think they are really solving the problem. 1-2 months to solve bugs doesn't make any sense.


Sent from my iPhone

[justanotheruser]

Adding our name to the thread and hoping someone will get this quickly resolved. We are constantly having connection issues to the app. Definitely not great that we're paying for a service that doesn't work

[jenlee]

It has been over a month since the app has stopped working altogether. It was never great, as there were constant errors that would eventually resolve, but now it appears to have just completely given out. An overall incredibly frustrating experience

[Telusghost]

Hi All,

So far I have:

1) Contacted TELUS Technical Support for hours on end

2) Reinstalled the App

3) Reset network settings on my devices

4) Had a tech come to my place (who installed the App on his Android device and it worked perfectly fine)

None of this has resulted in a solution for me so I have filed a complaint with the CCTS and I strongly urge that you all do the same else Telus is not going to have this fixed!

[RobotFish]

Mine is spotty at best. Mostly it says there's an error or something and doesn't work. Sometimes it works, sometimes it says the devices are paused but my kids are still using them on WiFi. It's unreliable at best, and the only advice I ever get from Telus is to 'turn it off and on again' and every iteration of that: reset everything, log out of everything, log back in. Disconnect, reconnect. Turn it off, turn it on. If I am being told to do that every time the app didn't work, that's not a solution. If I wanted to manage my technology manually, I would stick to pens, paper and radio plays. Why offer an app that never works and is never fixed with the updates?

[El-Eric]

Hi @RobotFish - mine works without issues and can do the things that the app advertises. It is definitely a group of users that have issues and one of the ways to help is by doing a factory reset from the NAH and up the chain of the Wi-Fi connection. Have you tried to do that yet?

[RobotFish]

As mentioned, I have done all of the resets, ons and offs, restarting, disconnects and reconnects. Nothing has worked, and it's not convenient to have to do this each time - especially since it often still doesn't work after all of that.

[swansong604]

Upgraded to 2.5gb highspeed internet a couple months ago and my telus connect still doesnt work. have call telus support on several occasion and they just keep asking me to try the same things. tHIS IS VERY FRUSTERATING .I have a WIFI6E booster router and two mesh telus boosters aftwer that. the app is telling me i dopn't have them so hav can't configuer my router with a diffent wifi [password or name. I pay more and get less. 

[Serge-E]

You can use the web interface of the main Booster (taller unit) to change the SSID and password of the WiFi.

First connect to the gateway (192.168.1.254) with your favorite browser.  The password of the gateway can be found on the label inside the unit fixed to the wall.  Simply take its front cover off, the label with password should be easily visible.

From there, find the IP address of the main Booster (the taller one).  It should be easy to identify by its name.

Now, using your browser, connect to that IP address.  The password to use is on the label of the Booster.

From there, go to the WiFi tab and configure your SSID name and password for both your main WiFi and the Guest WiFi, if you want one.  All of the connected miniBoosters will get updated on the fly.

At that point, you will need to add the new SSID/password to your computer and any other devices.

Probably not as obvious and easy as if done through the App, but at least it works.

[El-Eric · Accepted solution]

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

[bimmerdriver]

I just noticed this thread. I've been using the Telus Connect app since my service was upgraded to PureFibre several years ago. The app is terrible. It's buggy and slow. I've had numerous calls with Telus about it, which I arranged through the feedback option, but nothing was ever done about any of the issues I raised.

I will list a few of them here:

First, if you try to arrange an appointment using feedback, none are available, which makes me think Telus is no longer interested in receiving feedback on this buggy app.

Second, if you try and do a speed test, it initially starts testing the "modem", then after it increments through the percentage complete almost to the end, it usually reports an error that it can't perform the test and you should restart the modem.

Occasionally, it actually completes the test, but it doesn't report the speed, only a green checkmark. (That's like asking someone "how fast are you going?" and the person answers "yes".) A speed test should report the actual speeds, up and down, not "yes".

Lately, it also offers a button to display the "primary price plan", which in my case is showing as 0 Mbps up and 0 Mbps down. I have should have 940 up and down. This feature is a good idea, but the implementation is broken.

Also, I no longer have both iPhone and Android phones, but on an iPhone, if you have the firewall at anything but "low", the test will not run.

Third, the devices tab often shows no devices, even though I have devices connected 24 hours per day. If I try to refresh the devices on an android phone, the app hangs for several minutes.

In the beginning, I also had numerous problems with the app not reporting both of the wi-fi boost devices, but lately that has been working properly.

This app needs a lot of improvement.

[TELUS_Support]

We’re sorry you've had to deal with these persistent bugs. We want you to know that your feedback will be shared directly with our product and development teams. Detailed insights like yours are incredibly valuable in helping us identify performance issues, prioritize improvements, and build a better experience. Thank you again for your detailed feedback.