No internet connection on Smart Hub

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

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.

While troubleshooting, you'll need to know where to find the lights on the front of your device here:

The indicator is towards the bottom.

And similarly you'll need to be able to find the reset button on the bottom of your device:

The indicator is in the center.

1. Confirm your Smart Hub setup

ZTE 275, 279, 288, ZTE MC8010CA, Huawei B612, B890

Ensure your SIM card is inserted
Smart Hub is plugged in and powered on*
Confirm that the Wi-Fi lights are on*
Make sure your Smart Hub is placed correctly
To confirm the problem is with the Hub itself, we recommend disconnecting from any other equipment that would be connected to it. That includes TELUS Boost Wi-Fi and cellular booster.

ZTE MC7010CA (Outdoor Unit)(Professionally installed)

Ensure TELUS Wi-Fi Hub and outdoor unit is plugged in and powered on*
Confirm that the power and the Wi-Fi lights are lit on the TELUS Wi-Fi Hub*
To isolate the problem, ensure to leave the Ethernet cable that connects to the outdoor unit but we recommend disconnecting other equipment that may be connected to it. That includes TELUS Boost Wi-Fi and cellular booster

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

The indicator is towards the bottom.

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