Support: TELUS Smart Hub

You can use a ping tool to check for response times and the reliability of the connection to the Smart Hub. This can help identify connection issues between your computer and the Smart Hub. Use the one of the following procedures.

Windows XP

1. Click Start.
2. Click Accessories.
3. Click Command Prompt.
4. The command prompt window appears. Type ping 192.168.20.1 and press the Enter key.
5. Your computer executes a ping test and displays the results.

Windows Vista or Windows 7

1. Click Start.
2. Click Accessories.
3. Right-click Command Prompt.
4. Select Run as Administrator.
5. The command prompt window appears. Type ping 192.168.20.1 and press the Enter key.
6. Your computer executes a ping test and displays the results.

Mac OS X

1. From the taskbar, click Go.
2. Click Utilities.
3. Click Network Utility.
4. Click the Ping tab.
5. Type 192.168.20.1
6. Click Ping.
7. Your computer executes a ping test and displays the results.

Understanding the Ping test results

1. Request timed out or No ping replies: This indicates no connection at all to the Smart Hub. Check that you’re connected to the right Wi-Fi access point, with the correct password, and that you have adequate signal strength.
2. Packet loss or large latency (time=200ms or higher) in the ping replies can mean poor signal strength or interference is affecting your connection.

Wi-Fi signals can be weakened by certain building materials, such as concrete or steel, or disrupted by electronics, such as televisions or stereos.

1. Televisions
2. Stereo or Computer Speakers
3. Cordless Telephones and Stations
4. Other Routers
5. Computer Monitors or Tower
6. Bluetooth Devices
7. Microwaves

You can refresh the DHCP settings for your computer by doing the following.

Windows XP

1. Click Start
2. Click Accessories.
3. Select Command Prompt
4. The command prompt window appears. Type ipconfig/release and press the Enter key
5. In the command prompt window, type ipconfig/renew and press the Enter key

Windows Vista or Windows 7

1. Click Start
2. Click Accessories
3. Select Command Prompt
4. Select Run as Administrator
5. The command prompt window appears. Type ipconfig/release and press the Enter key
6. In the command prompt window, type ipconfig/renew and press the Enter key.

Mac OS X

1. From the taskbar, click the Apple icon
2. Click System Preferences
3. Click Network
4. Select one of the following:
   • If you are using a wireless connection, select Airport.
   • If you are using a wired connection, select Ethernet.
5. Click Advanced
6. Click TCP/IP
7. Click Renew DHCP lease

1. Launch your web browser.
2. Type 192.168.20.1 in the address bar and press the Enter key.
   NOTE: If you are using Internet Explorer and this does not work, try the following
   • Press the Alt key on your keyboard.
   • From your browser menu, click File..
   • Click Open..
   • The Open window appears. Type 192.168.20.1 in the text field.
   • Click OK.
3. Your TELUS Smart Hub interface displays. Log in with your username and password. Typically, both your username and password are admin (unless you've changed them).
4. Click Switch to Advanced Mode.
5. Hover your mouse over Wireless Settings and click Basic.
6. Change your channel.
   NOTE: Try to use a channel at the opposite end of the spectrum from your current settings. For example: If you are using channel 1, change to channel 11.
7. Click Save / Apply.