connect app doesn't show connected to wifi devices

[kordeenok]

connect app not showing connected to wifi devices. it says some features unavailable. then it show sync off. how can i fix it? i cant pause devices or even see what connected to wifi. i don't have boosters. i uninstall and install again connect app.  i reboot router multiple times. all didn't solve problem. 

[DodSno]

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]

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

[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!