Connect App not working to pause devices

[TeresaG]

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]

Hi! We are currently looking into this issue!

[Kulotchai29]

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]

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]

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]

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

[TeresaG]

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]

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]

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).  

[AmyZ]

I have the same issue!

[hulmingbird]

Same problems. Very frustrating. This is how we control our kids screen time and now they are connected all of the time even if it shows a bedtime schedule is on. 

[Mlilley77]

I have the same issue, it has been over a month and they still haven’t fixed it

[Tricia25]

I have the same issue … the app shows no devices, gives an error that it can’t sync. It’s been this way for over a month.

[Derekhodder]

Same issue here, very frustrating !

[Derekhodder]

Same issue, very frustrating to say the least.  Please let me know if you find a solution.

[TalynD]

It’s been 5 months for me.  Multiple times trying to fix it.  Hours wasted on the phone.  literally hours waiting for supervisors listening to the same brain rotting Muzak!! 

Now I’m on a month to month plan hoping they fix it so I don’t have to go elsewhere because my smart home will require setting up again.  

We homeschool and the need to turn off the electronics is vital before our son finds another device.   Telus just tries to start with the same solution each time.  Reset modem, delete and download app.  Escalation to the some higher team doesn’t work.  Resetting the IP address didn’t work.  New modem didn’t work. 

No compensation offered because the Connect App wasn’t promised as part of the contract.  So despite it being offered, Telus considers your internet to be 100% even though Connect doesn’t work. 

Every agent has been super nice but one and the technician was amazing.   But I have little hope it will be fixed in a short period of time.  

Cue the standard Telus admin response I’d well send you a PM to help fix your issue.  

[wolf359]

Same here. Telus Connect APP is Broken.    New 3G fiber customer, two Boost 6e routers... I get "Oops, unable to display wi-fi traffic at this time".  Trying to pause devices gives "Oops, Your modem can only pause a maximum of 0 devices.  Please unpause some devices and try again".     Have gone through the reset, reinstall, delete, log-out, log in, clear cache, wait on hold ..... merry go round for the last week.   

[dean4]

Same here.  Unable to pause any devices.  No error messages.  I click pause and the indicator spins for a few seconds and then nothing changes.  I would have expected the limited functionally Telus provides with their routers actually works, given that they have already nerfed accessing the more advance settings.