Telus Connect

[MJ21]

We got pure fibre connected March 11th. The people downstairs,who just moved in Dec got theirs installed back in January. 
On the connect app my network doesn’t show. I see the downstairs network and their devices. The modem showing is theirs.  On their connect app they see all my info. So essentially we have control and access to each others. 
I have been dealing with Telus regarding this issue for almost a month now. 
The last guy I talked to was amazing and has tried his best to make sure the issue gets resolved. 
He messaged me yesterday to say the team thinks they fixed the issue. 
it is not resolved and honestly Im Tired of calling. It feels like jumping through hoops explaining the situation over and over and being transferred all over the place, only to have to explain the situation over again. 
Can’t anyone just fix the issue?

[Rocky3]

Sounds like downstairs connected to your system before you did. You did not say if they can see their service at the same time. Because if they can, then you should also be able to see both. By saying you can only see theirs suggests connect app in both cases is ony to one system, once established locks other attempts out.

But I suspect that all both of you need to do is uninstall connect app, reinstal and connect to the right system.

If they still see yours, unplug all from power, have them reboot and connect to theirs and vice versa.

OR, on a computer log into your account and change the password, that should block their access thru connect on cell phone.

[MJ21]

The downstairs people see my modem and devices on their app and I see their modem and devices. Both modems have been reset. I have deleted and reinstalled the app but it still shows their modem.
I don’t know them ( but am getting to through this) but I will suggest they delete and reinstall the app.
Sent from my iPhone