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.

Many issues can be fixed with a hardware reboot. Log in to My TELUS to do this automatically. If you need help, you can request a callback with a support representative.

Start here

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

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

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/ZTE MC889CA (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 of the TELUS Wi-Fi Hub should turn solid green.

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

Did this article solve your problem?

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ZTE 275, 279, 288, ZTE MC8010CA, Huawei B612, B890
ZTE MC7010CA/ZTE MC889CA (outdoor unit)(Professionally installed)
*For additional information about your product, please visit Getting started with your Smart Hub .

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