Intermittent data connection on Smart Hub

Note your Wi-Fi connection type. Find if it's 2.4 GHz or 5 GHz.

Note: 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
• Run the test close to the hub to avoid interference

Steps over Wi-Fi:

1. Open up a new web browser tab or page
2. Navigate to speedtest.net
3. Select Go to launch the test. The test will last about 30 seconds
4. 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 via Ethernet connection:

1. Plug one end of the Ethernet cable to the back of your Smart Hub and the other end to your computer or laptop
2. Open up a new web browser tab or page
3. Navigate to speedtest.net
4. Select Go to launch the test. The test will last about 30 seconds
5. 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

Here is more information on internet speed tests.

You might need to repeat this step a few times to find the best location for the hub.

1. Each time you move the hub to a new location, make sure to leave the device powered off for at least 30 seconds to perform a power cycle
2. 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.

3. 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 Positioning your Smart Hub.

If you’re still experiencing issues after a few attempts, continue to the next step.

Note: These steps don't apply if you're using an External Antenna or a TELUS Outdoor Unit. Please skip to the next step.

Follow this step only If you have any of the following equipment:

• External booster
• Wi-Fi amplifier (that is TELUS Boost Wi-Fi)

1. Disconnect any external units that you may have connected to your Smart Hub
2. Re-run the speed test after disconnecting

If you do not have any of these units, please skip to the next step.

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

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 isolated to your initial device. Please troubleshoot with that specific unit.

ZTE MF279

1. Please visit the following website: http://192.168.0.1
2. Connect to the ZTE WebUI with the following credentials:
   • Username: admin
   • Password: admin
3. Select Advanced settings
4. Go to the update tab
5. Select the Check button
6. Select Yes to update your device
7. The update will take a couple of minutes. Please make sure not to interrupt the update process
8. When the update is completed, the device will install it and restart the unit. Select OK to continue

ZTE MF288

1. Please visit the following website: http://192.168.0.1
2. Connect to the ZTE WebUI with the following credentials:
   • Username: admin
   • Password: admin
3. Select Advanced settings
4. Go to the update tab
5. Select the Check button
6. Select Yes to update your device
7. The update will take a couple of minutes. Please make sure not to interrupt the update process
8. When the update is completed, the device will install it and restart the unit. Select OK to continue

ZTE MF275

1. Please visit the following website: http://192.168.0.1
2. Connect to the ZTE WebUI with the following credentials:
   • Username: admin
   • Password: admin
3. Select Settings
4. Go to the Device settings
5. Select the Update management button
6. Select Yes to update your device

Huawei B612

1. Please visit the following website: http://192.168.8.1
2. Connect to the ZTE WebUI with the following credentials :
   • Username: admin
   • Password: admin
3. Select Settings
4. Go to the Device settings
5. Select the Update Management button
6. Select Yes to update your device

ZTE MC8010CA (TELUS Smart Hub Indoor Unit)

1. Please visit http://192.168.0.1
2. Connect to the ZTE WebUI with the following credentials:
   • Enter in admin for the username
   • Please check your sticker for your unique password
3. Select Advanced settings
4. Go to the update tab
5. Select the Check button
6. Select Yes to update your device
7. The update will take a couple of minutes. Please make sure not to interrupt the update process

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 in your speeds when closer to the hub compared to the room, 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.

ZTE MF279

1. 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
2. Unplugging the unit will not work, as the unit is also powered by a battery
3. Leave the unit off for about 30 seconds
4. Use the same switch to turn on the unit. The reboot process will take about 2 minutes to complete

ZTE MF288

1. 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
2. Unplugging the unit will not work, as the unit is also powered by a battery
3. Leave the unit off for about 30 seconds
4. Use the same switch to turn on the unit. The reboot process will take about 2 minutes to complete

ZTE MF275R

1. 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
2. Unplugging the unit will not work, as the unit is also powered by a battery
3. Leave the unit off for about 30 seconds
4. Use the same button to turn on the unit. The reboot process will take about 2 minutes to complete

Huawei B612

1. 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
2. Leave the unit off for about 30 seconds
3. 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)

1. Unplug the Smart Hub from the wall
2. Leave the unit off for about 30 seconds
3. Plug your Smart Hub back in and ensure you see the power light come on
4. The reboot process will take about 2 minutes to complete

ZTE MC7010CA (TELUS Smart Hub Outdoor Unit with TELUS Wi-Fi Hub)

1. Unplug the power cord for both the outdoor unit and TELUS Wi-Fi Hub
2. Leave both the units off for about 30 seconds
3. Reconnect the power for the outdoor unit only
4. Wait 3 minutes. Then plug in the TELUS Wi-Fi Hub
5. The reboot process will take about 5 minutes to complete. The LED on the front should turn solid green

After you complete all the steps, retest your connection.

Identify dates, times or general observations that coincide with the issue:

• Run speed tests 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?
• Do you notice that the issue happens when connecting to certain sites, apps or programs? If so, which sites/apps or programs?
• Do you notice that the issue happens when certain devices are connecting at the same time? If so, which devices?

If you’ve noticed no change over a while 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)