Frequently asked questions related to Smart Hub

• TELUS provides Smart Hub services only in select communities to ensure that customers using internet service in these areas get an optimal experience. Since it is a wireless service, speed and signal strength may vary with your configuration, internet traffic, environmental conditions, applicable network management and other factors. For a description of TELUS network management practices, visit telus.com/NetworkManagement and telus.com/optimization
• Since this service is available in selected communities, customers have to make sure their address is qualified for service via the qualification tool on telus.com/SmartHub
• Steps and options to enter your address are available on the webpage
• If your address qualifies for the service, you can reach the nearest dealership and subscribe to the service
• Please note that if your address does not qualify, we will not be able to offer you Smart Hub services at this time. However, it is our constant endeavour to expand this service. So, we request you to check back in the future for service availability

There are 4 ways to check for service availability on telus.com/SmartHub:

• My street address: Input your street address in the format shown. i.e 1225 Range Road 199, Alix, Alberta not 1225 Rng Rd, Alix, AB. Click on the 'Continue' button
• Legal land description (Alberta only): Select the Rural address tab in the qualification window and input your Alberta Township LLD section in the format shown without letters (input 1-87-18-4 not 1-87-18-W4). Note the result is for the center of the LLD. Select the Continue button, and after the result is shown on the map, click on the map to refine your location.
• Coordinate location: Select the Rural address tab in the qualification window. To retrieve your coordinates, you can use your smartphone and a mapping app such as Apple Maps, Google Maps or a GPS device. Select Continue
• Rural address entry method: For this method, you can use the map showing your entered location to refine the position. Click on the map to move the location pin

You can use the Google maps mobile application to find your GPS coordinates in decimal degrees. If you do not have the app, you can download it from the Playstore or App Store. Follow these steps to find your location coordinates in decimal degrees:

For iPhone users:

1. First make sure that Location Services is On
2. To do so, navigate to Settings > Privacy > Location Services > On
3. In the list of apps under Location Services, make sure Google Maps is enabled
4. Press the Home button to exit Settings
5. On your phone or tablet, open the Google Maps app
6. Touch and hold the area of the map where you are located. You'll see a red pin appear
7. Depending on your device, the coordinates will be found in the search box or you can scroll downwards to view the coordinates

For Android users:

1. On your phone or tablet, open the Google Maps app
2. Touch and hold the area of the map where you are located. You'll see a red pin appear
3. Depending on your device, the coordinates will be found in the search box or you can scroll downwards to view the coordinates

No. TELUS High Speed Internet with Smart Hub is a fixed internet connection that can only be used at your designated service location.

If you do move it, your internet service will be blocked and you will be notified via email. In order to regain your internet access, you’ll need to move your Smart Hub back to its designated service location or follow the instructions from the email to get your service unblocked.

To receive service notifications via email, you will need to have a valid email address on your My TELUS account. Please check your My TELUS account profile to ensure your email address is correct.

To give you an idea of what you’ll be able to stream, here are some recommended settings for popular streaming services:

YouTube video quality speed requirements

• To view 1080p video, you should have a download speed of 8 Mbps
• To view 720p video, you should have a download speed of 5 Mbps
• To view 480p video, you should have a download speed of 2.5 Mbps
• To view 360p video, you should have a download speed of 1 Mbps

Netflix video quality recommended settings

• To view 3D video, you should have a download speed of 12 Mbps
• To view Super HD video, you should have a download speed of 7 Mbps
• To view HD video, you should have a download speed of 5 Mbps
• To view DVD video, you should have a download speed of 3 Mbps
• To view Basic video, you should have a download speed of 1.5 Mbps

There is no simple rule to calculate the amount of coverage a Smart Hub will offer. For everyday use, like surfing websites, streaming videos or sharing photos, it will provide great coverage throughout your home.

The speeds you can achieve within various coverage areas varies with distance from the Smart Hub along with other factors.

Your Smart Hub will be able to provide coverage throughout your home. On an average, maximum speeds and best coverage are achievable within 2000 square feet around your Smart Hub. As you move into further coverage zones, your speeds will slow down.

The size of each coverage zone depends on your usage and home’s unique characteristics. Some key factors that impact your Wi-Fi coverage and speeds are:

Your surroundings

• Home construction materials that block Wi-Fi signals (for example, concrete, brick and heated floors)
• Electronic devices that emit interference to your Wi-Fi signals (for example, microwaves, baby monitors and bluetooth speakers)
• Home decorations that reflect or distort Wi-Fi signals (for example, mirrors and fish tanks)

Positioning your TELUS Smart Hub Indoor Unit

• Place the Smart Hub above ground and near a window and on an elevated surface such as a table or shelf. If you have a multi-story home, the highest floor is the best and preferably near the connected devices
• To ensure the best experience, we suggest moving your Smart Hub throughout your home and conducting a speed test at each location with only 1 device connected to the hub and the hub connected to it by Ethernet cable. The location that gets the fastest download speed should be where your Smart Hub is placed
• Foliage can impact your Smart Hub connection which can impact speed. Again try moving the device around in your home following the steps above if you notice a drop in speed in springtime
• Avoid placing the Smart Hub on the floor, in basements or closed in areas like closets or cabinets. Also avoid placing near mirrored objects, fish tanks or objects that may obstruct the signal
• If it’s in a location that is surrounded by other electronic items (see a list of items under Minimize radio interference below) move it away from these items to ensure you have good signal strength

Minimize radio interference
Some devices may cause interference with your Wi-Fi signal if they are within close proximity (8 to 10 feet) of your Smart Hub. If possible, try removing or turning off sources of potential interference. Try to relocate the following away from your Smart Hub and Wi-Fi devices:

• Cordless telephone base station
• Other wireless modems or routers
• Dense or metallic objects (file cabinets, brick walls, etc.)
• Copper or other metallic pipes
• Appliances, such as microwave ovens, air conditioners and television sets
• Garage door openers
• Building materials
• Bluetooth devices
• Wireless speaker system
• Baby monitors
• Wireless security cameras
• Certain monitors and LCD displays

Sharing your Wi-Fi bandwidth

• Your Wi-Fi bandwidth is shared across all connected devices in your home. Using up this bandwidth can impact the speed and performance of your device

Important: If your plan includes speeds up to 25Mbps and you have 5 devices connected, each device will be able to draw about 5Mbps each. However, activities such as streaming or gaming can consume more data (about 7 to 12 Mbps or more). These activities can impact internet speeds on other devices using your bandwidth at the same time.

• Some devices connected to your Wi-Fi may automatically use bandwidth. If you do not require your device to be connected turn it off and this should help free up some bandwidth. Automatic Windows updates on a laptop are a great example of a connected device that can use bandwidth when not physically being used
• If you find you are consistently using more than what your plan allows, consider upgrading your plan

Wi-Fi congestion
Sharing the same frequency can slow down or disrupt your Wi-Fi service. This is particularly problematic in multi-dwelling units where a neighbour’s Wi-Fi can be operating on the same frequency.

If you continue to experience congestion issues contact us to discuss other solutions.

Other factors

• Your personal device's age and technology limitations
• Older smartphones and some newer smart TVs have fewer Wi-Fi antennas
• Your Internet speed plan

TELUS SmartHome Security Systems are compatible with Smart Hub. Third-party security systems that require a wired service are not guaranteed to work with Smart Hub. Please discuss the requirements with your current security system provider for details to ensure compatibility.

Please call 1-866-641-5215 for more details on how to enable gaming on any online gaming console including Xbox, Playstation and Nintendo.

To find the devices connected to your Smart Hub, you will need to log in to the device's web user interface. You can access the interface using a web browser on a device connected to the Smart Hub either through Wi-Fi or Ethernet. Detailed information for how to do this can be found in the user manual for your device.

• ZTE MF279
• ZTE MF288
• ZTE Connect-Hub