No internet connection on Smart Hub

Here are the steps to help you troubleshoot internet or data issues on your Smart Hub.

Fix many Internet issues with our automated tool.

Ensure your SIM card is inserted correctly and the Smart Hub is plugged in and turned on. For additional information about your product, please see Getting started with your Smart Hub
.

1. Confirm your Smart Hub setup

2. Verify TELUS network

Do you see the signal lights on your Smart Hub?

If no, reconfirm your
Smart Hub placement
and reboot your device. See step 4
If yes, continue troubleshooting

Do you have a TELUS cell phone?

Note
: Remember to disable your Wi-Fi connection before testing.

If yes, verify that your cellular data services are working:
- If your data is working on your TELUS cell phone, continue to step 3
- If your data is not working on your TELUS cell phone, then there may be a network issue
If not, continue to step 3

3. Verify data is enabled and there are no blocks for your Smart Hub service

Visit your My TELUS App or My TELUS online and ensure that your data is enabled

For a step-by-step how-to guide on using TELUS Data Manager, you can visit the following support articles:

If you’re using the My TELUS app, check out the
Data Manager step-by-step guide
If you’re logging into My TELUS online, check out
Data Manager web feature explained
If you’re using the My Wi-Fi app, check your overview page

4. 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.
Note
: 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.
Note
: 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.
Note
: 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 on 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 (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 (Outdoor Unit with TELUS Wi-Fi Hub)

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

5. Verify connection over Wi-Fi and Ethernet

Test Wi-Fi connection

Test Smart Hub service using a different 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 the services work on the alternate device, the issue is isolated to your initial device. Please troubleshoot that specific unit.  

You can also try to disconnect it from Wi-Fi, forgetting the network and reconnecting again. 

Test Ethernet connection

If you are using a Wi-Fi connection, test your services using an Ethernet cable
Plug one end of the Ethernet cable to the back of your Smart Hub and the other end to your computer
Test your service by opening a new web browser page
If you can connect over Ethernet but not over Wi-Fi, proceed to the next step

6. Factory reset

For information on how to perform a factory reset or reset to defaults on your Smart Hub, please visit Getting started with your Smart Hub
.

After performing a factory reset, you will need to log back into your Smart Hub admin page using the default (admin) password. Also, following a factory reset, you will need to reconnect any external equipment (for example, TELUS Boost Wi-Fi and TELUS Smart Home Security) back to your Smart Hub unit.

If you are still experiencing no data after following these steps, please continue to the next step.

7. Investigation

If you’ve performed a factory reset or reset to defaults and the issue is not resolved, please 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)

No internet connection on Smart Hub

Fix many Internet issues with our automated tool.

1. Confirm your Smart Hub setup

2. Verify TELUS network

3. Verify data is enabled and there are no blocks for your Smart Hub service

4. Reboot your Smart Hub (power cycle)

5. Verify connection over Wi-Fi and Ethernet

6. Factory reset

7. Investigation

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