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No internet connection on Wireless Home Internet device
Here are the steps to help you troubleshoot internet or data issues on your Wireless Home Internet device.
Fix different 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.
Ensure your SIM card is inserted correctly and the Wireless Home Internet device is plugged in and turned on. For additional information about your product, see .
Getting started with your Wireless Home Internet device
ZTE MC7010CA/ZTE MC889CA/ZTE MC7530CA (outdoor unit) |
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ZTE 275, 279, 288, ZTE MC8010CA, Huawei B612, B890 |
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* For additional information about your product, visit .
Getting started with your Wireless Home Internet device
Do you see the signal lights on your Wireless Home Internet device?
- If no, re-confirm your Wireless Home Internet device placement and reboot your device. See.Reboot your Wireless Home Internet device (power cycle)
- 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.Verify data is enabled and there are no blocks for your Wireless Home Internet device service
- If your data is not working on your TELUS cell phone, there may be a network issue.
Check the My TELUS app or visit to ensure that your data is enabled.
My TELUS online
For a step-by-step how-to guide on using the 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 yourOverviewpage.
ZTE MC7530CA (outdoor unit with a TELUS Wi-Fi Hub)
- Unplug the power source for both the outdoor unit and TELUS Wi-Fi Hub.
- Leave both units off for about 30 seconds.
- Reconnect the power source for the outdoor unit and the TELUS Wi-Fi Hub.
ZTE MC889CA/MC7530CA (outdoor unit with a TELUS Wi-Fi Hub)
- Unplug the power source for both the outdoor unit and TELUS Wi-Fi Hub.
- Leave both units off for about 30 seconds.
- Reconnect the power source for the outdoor unit and the TELUS Wi-Fi Hub.
ZTE MC7010CA (outdoor unit with a TELUS Wi-Fi Hub)
- Unplug the power source for both the outdoor unit and TELUS Wi-Fi Hub.
- Leave both units off for about 30 seconds.
- Reconnect the power source for the outdoor unit and the TELUS Wi-Fi Hub.
ZTE MC8010CA (indoor unit)
- Unplug the Wireless Home Internet device from the wall.
- Leave the unit off for about 30 seconds.
- Plug the Wireless Home Internet device back in and ensure you see the power light come on.
The reboot process will take about two minutes to complete.
ZTE MF279
- To turn off the unit, locate the power switch at the back of the unit (left side).
- Slide it to OFF.Note: Unplugging the unit will not work since the unit is also powered by a battery.
- Leave the unit off for about 30 seconds.
- Slide the power switch to the ON position to restart the device.
The reboot process will take about two minutes to complete.
ZTE MF288
- To turn off the unit, locate the power switch at the back of the unit (left side).
- Slide it to OFF.Note: Unplugging the unit will not work since the unit is also powered by a battery.
- Leave the unit off for about 30 seconds.
- Slide the power switch to the ON position to restart the device.
The reboot process will take about two minutes to complete.
ZTE MF275R
- To turn off the unit, locate the power button at the back of the unit (right side).
- Press the button for about one second.Note: Unplugging the unit will not work since the unit is also powered by a battery.
- Leave the unit off for about 30 seconds.
- Press the power button to restart the device.
The reboot process will take about two minutes to complete.
Huawei B612
- To turn off the unit, locate the power button on the front of the unit.
- Press the button for about one second.Note: You can also unplug the unit since there is no battery in the device.
- Leave the unit off for about 30 seconds.
- Press the power button to restart the device.
- The reboot process will take about two minutes to complete.
- Wait three minutes and then reconnect the TELUS Wi-Fi Hub.
- The reboot process will take about five minutes to complete. The LED on the front of the TELUS Wi-Fi Hub should turn solid green.
Test your Wi-Fi connection
Begin by checking if it’s a device-specific issue or a network-related issue:
- Is it only your device(s) currently connected to the Wireless Home Internet device that can’t access the internet?
- Or, do all devices you connect to the Wireless Home Internet device have trouble accessing the internet?
To determine this, connect a different device (e.g. tablet, phone or laptop) to your Wireless Home Internet device.
- If the test device connects successfully: The problem is isolated to your original device(s). Troubleshoot these specific device(s). You can try disconnecting it from Wi-Fi, forgetting the network and then reconnecting it again.
- If the test device also can’t connect: The issue is likely with your Wireless Home Internet device or internet service.
Test your Ethernet connection
- If you’re using a Wi-Fi connection, test your services using an Ethernet cable.
- Plug one end of the Ethernet cable to the back of your Wireless Home Internet device 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.
For information on how to perform a factory reset or reset to default settings on your Wireless Home Internet device, visit .
Getting started with your Wireless Home Internet Device
After performing a factory reset, you’ll need to log back in to your Wireless Home Internet device admin page using the default (admin) password. Also, following a factory reset, you’ll need to reconnect any external equipment (e.g.TELUS Boost Wi-Fi and TELUS Smart Home Security) back to your Wireless Home Internet device unit.
If you’re still experiencing no data after following these steps, continue to the next step.
Before you give us a call, ensure the following:
- You’re calling from the location of your Wireless Home Internet device to be able to perform troubleshooting steps in-person.
- You have a laptop, computer or another mobile device readily available to test connectivity.
- You have an Ethernet cable available (if you’re testing with a device that has an Ethernet cable port).
- You have your Wireless Home Internet device password (this can be found on the bottom of your device).
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