Surveillez votre maison de n'importe où avec Surveillance vidéo de TELUS pour 18 $/mois.Obtenez des vidéos en direct, des alertes et un rabais de 100 $ sur n’importe quelle caméra intelligente TELUS avec Vigie de maison pour seulement 18 $/mois avec une entente de 3 ans.
Aidez à prévenir le vol d’identité à partir de 12 $/mois.Protégez vos renseignements personnels où que vous soyez grâce à la Protection numérique de TELUS, optimisée par Nortonᵐᶜ. Obtenez un forfait dès aujourd'hui pour protéger votre vie privée en ligne et la sécurité de vos appareils.
Aidez à prévenir le vol d’identité à partir de 12 $/mois.Protégez vos renseignements personnels où que vous soyez grâce à la Protection numérique de TELUS, optimisée par Nortonᵐᶜ. Obtenez un forfait dès aujourd'hui pour protéger votre vie privée en ligne et la sécurité de vos appareils.
La santé au bout des doigtsMes Soins TELUS Santéᵐᶜ vous permet de consulter un médecin* et un conseiller en santé mentale depuis votre téléphone, de l’endroit et au moment qui vous convient.
: The TELUS Wi-Fi Hub uses band steering. Therefore, you will not see 2.4 GHz or 5GHz. Band steering combines 2.4 GHz and 5 GHz bands into 1 SSID and automatically assigns devices to the best band.
Make sure that only 1 device (preferably a laptop or desktop computer) is connected to the Wi-Fi Network to avoid inaccurate results
to launch the test. The test will last about 30 seconds
Record the results for download speed, upload speed and ping. These results will be used as a baseline to validate if there is an improvement after completing troubleshooting. We are aiming to achieve the highest result in Mb/s for download and upload, with the lowest ping result possible
If you own equipment that supports an Ethernet connection, perform the speed test again using a cable connection as a comparison.
Steps for Ethernet connection
Plug one end of the Ethernet cable to the back of your Smart Hub and the other end to your computer or laptop
to launch the test. The test will last about 30 seconds
Record the results for download speed, upload speed and ping. These results will be used as a baseline to validate if there is an improvement after completing troubleshooting
You might need to repeat this step a few times to find the best location for the hub.
Each time you move the hub to a new location, power the device off for 30 seconds to clear the saved connection information before restarting
About 2 minutes after each power cycle, perform a new speed test and record the results.
Note
: We are aiming to achieve the highest result in Mb/s for download and upload, with the lowest ping result possible.
Leave the hub at the location where you obtain the best results. For these tests, we are not trying to find the optimal location for your own devices but rather the best connection between the hub and the tower to optimize the connection
For more information on optimizing your location, see
: These steps don't apply if you're using a TELUS Smart Hub Outdoor Unit. Please skip to the next step.
If you’re still experiencing issues after a few attempts, continue to the next step.
3. Disconnect external equipment (if applicable)
Follow this step only If you have any of the following equipment:
External booster
Wi-Fi Amplifier (that is TELUS Boost Wi-Fi)
Disconnect any external units that you may have connected to your Smart Hub
Re-run the speed test after disconnecting
If you do not have any of these units, please skip to the next step.
4. Verify the problem in other applications
Is this issue happening with 1 application or across several applications?
If it’s only happening on 1 application, the issue may be isolated to that specific application
If it’s happening across multiple applications, please continue to the next step
5. Verify the internet experience on an alternate device
To ensure the problem is not equipment-related, test your service by connecting an alternate device, such as a tablet, phone or laptop.
If your services work on an alternate device, your issue could be specific to your initial device. Please troubleshoot with that specific unit.
6. Identify dates and times
Run a speed test at various times of the day throughout the week.
Have you noticed the intermittent connection issue at specific times of the day? If so, when? Document those dates and times.
7. Confirm room location
The farther you are from the hub, the weaker the signal will be.
Run a speed test next to the hub to start and then try another speed test in the room you are experiencing slow data
If there is a noticeable difference between the speeds, it may be due to a weaker Wi-Fi signal
Note
: If the signal has to penetrate multiple walls/floors, it will reduce the quality of the Wi-Fi signal. A Wi-Fi extender or Boost Wi-Fi might be a good solution if you have to cover a large area.
Note
: These steps don't apply if you're using a TELUS Smart Hub Outdoor Unit. Please skip to the next step.
8. Reboot your Smart Hub (power cycle)
ZTE MF279
To turn off the unit, you will need to use the power switch located at the back of the unit on the left side. You need to slide it to off.
Unplugging the unit will not work as the unit is also powered by a battery.
Leave the unit off for about 30 seconds.
Use the same switch to turn on the unit. The reboot process will take about 2 minutes to complete.
ZTE MF288
To turn off the unit, you will need to use the power switch located at the back of the unit on the left side. You need to slide it to off.
Unplugging the unit will not work as the unit is also powered by a battery.
Leave the unit off for about 30 seconds.
Use the same switch to turn on the unit. The reboot process will take about 2 minutes to complete.
ZTE MF275R
To turn off the unit, you will need to use the power button located at the back of the unit, on the right side. You need to press on it for about 1 second.
Unplugging the unit will not work, as the unit is also powered by a battery.
Leave the unit off for about 30 seconds.
Use the same button to turn on the unit. The reboot process will take about 2 minutes to complete.
Huawei B612
To turn off the unit, you will need to use the power button located at the front of the unit. You need to press on it for about 1 second. You can also unplug the unit, as there is no battery in the device.
Leave the unit off for about 30 seconds.
Use the same button to turn on the unit. The reboot process will take about 2 minutes to complete.
ZTE MC8010CA (TELUS Smart Hub Indoor Unit)
Unplug the Smart Hub from the wall.
Leave the unit off for about 30 seconds.
Plug the Smart Hub back in and ensure you see the power light come on.
The reboot process will take about 2 minutes to complete.
ZTE MC7010CA/ZTE MC889CA (TELUS Smart Hub Outdoor Unit with TELUS Wi-Fi Hub)
Unplug the power cord for both the outdoor unit and TELUS Wi-Fi Hub.
Leave both the units off for about 30 seconds.
Reconnect the power for the outdoor unit only.
Wait 3 minutes. Then plug in the TELUS Wi-Fi Hub.
The reboot process will take about 5 minutes to complete. The LED on the front of the TELUS Wi-Fi Hub should turn solid green.
After completing all the steps, retest your connection.
9. If it still doesn’t work
If you’ve noticed no change over some time and after following the troubleshooting steps above, contact one of our technical support agents via chat, *611 (TELUS cell phone) or 1-866-558-2273.
Before you call, please make sure you
:
Are calling from the location of your smart hub to perform troubleshooting steps in-person
Have a laptop, computer or another mobile device readily available to test connectivity
Have an Ethernet cable available (if you are testing with a device that has an Ethernet cable port)
Have your Smart Hub password (can be found on the bottom of your device)