Troubleshooting range issues for your automation devices

Troubleshoot connection issues for your Z-Wave devices

Your Automation devices use Z-Wave technology, a wireless radio frequency, to communicate with the Control Panel. Z-Wave is the leading smart home technology that gives devices the ability to securely talk to each other, enabling you to control the devices directly from your TELUS SmartHome app. Find more details on how Z-Wave technology works.

If you are experiencing range issues with your Automation devices, here are some common questions and tips to assist with troubleshooting.

What is Z-Wave?


Z-Wave is an international wireless protocol standard for remote home automation, security and other applications. Embedded in each device, the Z-Wave smart chip enables two-way RF communication among hundreds of Z-Wave enabled devices, allowing products and services from multiple manufacturers to work seamlessly. TELUS Automation devices (excluding security sensors and cameras) use Z-Wave to communicate with your SmartHome account and the Control Panel.

Why is my Automation device disconnecting from my Control Panel?


Your Z-Wave devices must be within the range of the Control Panel in order to communicate with your system. Obstructions between devices (e.g. walls and large appliances) may impact connectivity as well. It is recommended to have a Z-wave device roughly every 30 feet or closer for maximum efficiency. The more devices you have in your z-wave network, the more ‘repeaters’ you have, allowing the Z-wave signal to “hop” through other Z-wave products to reach the destination to be controlled.

To improve the range of your Z-Wave devices, install a Smart Range Extender or another Automation device (e.g. Smart Light Bulb or Smart Plug) in between to allow the z-wave signal to “hop” through to your last desired device.

What is a Z-Wave repeater?


A Z-Wave repeater (also called range extender) can be added to your SmartHome network to extend the range of your Z-Wave mesh network to allow all your devices to communicate with each other. This is important because signals can be lost when travelling over long distances, through walls (especially heavy materials) or past large metal fixtures. Install a Smart Range Extender between a distant or blocked device and the next closest device already connected to the network.

What type of obstructions may impact the Z-Wave network in my home?


See below for a list of the materials that can cause problems to your Z-Wave network and their relative impact to the signal strength

MaterialZ-Wave signal strength
Open air100%
Glass (0.3")80%
Wood (3")67%
Brick (8")50%
Concrete (4")40%
Masonry block (8")33%
Steel (0.2")20%
Reinforced concrete (4")17%

Other common issues and troubleshooting tips


There are a few other reasons a Z-Wave device might have difficulty connecting to a network. Here is a list of common causes to watch out for.

  • Ensure the Z-Wave device is fully powered either by a wall outlet or with sufficiently charged batteries
  • If the device is not compatible, it could have difficulty connecting to the network. Ensure the Z-Wave device is officially compatible with your TELUS SmartHome. See our list of compatible devices for more information
  • If the device still will not connect after troubleshooting, try putting the Control Panel into delete mode and trigger the device. If the deletion is successful, try installing the device again
  • If the device cannot be deleted, try restarting the Control Panel. Wait a moment before powering the Control Panel. Try to delete the device again afterwards

If you are still experiencing issues, please contact TELUS at 1-855-255-8828.


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