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Alarm panel does not connect to WiFi Hub

GeorgeM75
Popular Poster
Message 24 of 24

Hello people

 

I recently changed my router due to some unstable wifi connection after TTs technical team suggestion and replaced the Super Router with the WiFi HUb.

Even though all devices, phones,laptops,cameras, have no issues connecting to the new router, my alarm panel refuses to connect even though it sees the wifi network when scanning.

I replaced the panel but the result is exactly the same...no wifi connection. The panel is able to connect to my mobile hotspot, so it is a matter of some router setting that stops it from contacting the router. I have reduced router security to low, disabled 5 GHz frequency (panel works with 2.4), am using WAP/WAP2, but dont know what else could be the root of the problem and TTs couple of technical people i have spoken to so far havent been helpful with their suggestions.

 

Anyone has any idea as it is driving me up the wall?

 

Many thanks

George

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23 REPLIES 23

Message 1 of 24

Hi George

 

That's great, thanks for letting us know 🙂

 

Debbie

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Message 2 of 24

Hello Debbie,

 

Happy to report that the alarm panel connected to the new WiFi Hub router without any issues on Friday. Some connection stability issues over the weekend that seem to have been resolved with a router reboot, but overall all devices seem to be happily connected to the new router.

 

I am sending the old router back to you later today and many thanks for the swift resolution.

 

George

Message 3 of 24

Hi George

 

No problem, please let us know how you get on.

 

Thanks

 

Debbie

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Message 4 of 24

Many thanks Debbie,

 

Fingers crossed.

 

George

Message 5 of 24

Hi George

 

The Huawei WIFI hub is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Message 6 of 24

Hello Debbie,

 

I played around with channels but no luck unfortunately. Can you please send me the Huawei Hub hoping that it will solve the issue with the panel?

I assume you have all my details, address etc right?

 

George

Message 7 of 24

Thanks for your time Keith.

 

It is a mystery for the whole Technical Department of Risco and my experienced electrician as well...lets hope that the other Wifi router will solve the issue.

 

George

Message 8 of 24

Well, the firewall in the hub is not supposed to block any outgoing traffic, but there is no way this can be easily monitored, so perhaps TalkTalk could offer you another router.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 9 of 24

Hi George

 

Ok no problem.

 

Please let us know how you get on.

 

Thanks

 

Debbie

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Message 10 of 24

Hello Debbie,

 

Let me please go home and try playing with channels and port (maybe Keith will suggest something else too) and if nothing works i will let you know and you can send me the Huawei Hub.

 

Many thanks

George

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Message 11 of 24

Hello Keith,

 

I spoke to the alarm company technical department yet again amd they said that the only requirement the panel has is that it uses outbound traffic to connect to their website. It uses the router's dynamic IP address for that and no config on the panel is required.

To be fair, the panel was connecting without issues to the Talk Talk Super Router, it connects without issues to the mobile hotspot and only has problems connecting to the WiFI Hub even though it is able to recognise the network.

I believe we can deduce that some router setting stops it to go to outbound traffic, be it the port (alarm company says panel uses 33000) or the channel.

Happy to hear any further suggestion you might have before i ask TT to send me another router to try; we know now where the issue lies.

 

Many thanks

George

 

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Message 12 of 24

Thanks for your help Keith 🙂

 

@george - would you like me to send a Huawei Hub first?

 

Debbie

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Message 13 of 24

This is very difficult for me, it is just a network adapter as far as I am concerned and without more knowledge of its current setup, I am grasping at straws. Like, perhaps it needs a port forwarded through the router for it to work. I think you will have to ask this company more about the IP networking requirements of this alarm panel, before posting back on here.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 14 of 24

Thanks Keith,

 

The panel is the SecuPlace Plus from Risco group. It supports WPA/WPA2 and had no problem connecting to the Super Router previously. It gets the IP from the router but connects to the cloud via the riscogroup website/IP.

 

Apologies Keith, not a specialist, just a confused consumer.

 

George

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Message 15 of 24

Hi George,

 

By WiFi specification, what does this panel support in the way of:-

 

  • 802.11b, 802.11g or 802.11n
  • WEP, WPA, WPA2 or WPA2 Personal
  • AES encryption

It would seem that you do connect OK, but it still doesn't work. How does the panel get its IP address, is it configured on the panel itself or is it automatically allocated by the router? Either way, I need to know its current IP configuration. I appreciate that you may not know how to find this out, but neither do I & it is essential to progress this further.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 16 of 24

Thanks for your time Keith,

 

Let me please respond to your questions:

 

1. Not sure what you mean. 

2. Yes. Also, please note that i have tried two panels (thinking that the first one might be faulty i was send a second one of the same make) and both have the same symptoms. They both detect the network but do not connect.

3. Yes all is correct. The old network had a different name (not available obviously anymore) and the default password while the the new one was changed to something more memorable for me, so they are very different.

4. No error messages when trying to connect and this is what also baffled the electrician who installed the panel and the alarm company tech department. Network is found, password accepted but thats it. The panel displays a "system trouble" mesage and orange light and searching further it displays "media loss wifi" message. Connecting to my mobile hotspot has no issues, light goes green and the panel goes properly online.

 

I was thinking maybe something to do with porting or channel used but maybe thats naive thinking...

 

George

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Message 17 of 24
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Message 18 of 24

Hi George

 

Thanks for your reply.

 

We have 2 WIFI hubs, ones is the Sagemcom hub and the other is the Huawei hub.

 

Debbie

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Message 19 of 24

There is nothing to be gained by disabling the 5GHz band, with the alarm panel not supporting 5GHz, it simply won't detect it. Anyway, they work on a totally different frequency spectrum to each other. Please can you answer these questions:-

  1. It could be that the panel has an old WiFi specification, can you tell me what it is?
  2. Havet you have tried powering the alarm panel down or at least told it to forget the WiFi connection?
  3. I assume that you are using the correct SSID & wifi password for the new router & are not still using the details for the old router?
  4. When it tries to connect do you get any error messages on the panel & if so what are they?

 

It is possible that it is WiFi interference, particularly if it is in a different room to the other devices. Even if you have two devices side by side, there is absolutely no guarantee that the signals for each will take the same path through your property.

 

Before going down the WiFi interference route, please can you answer my previous questions, as they are the most likely reasons for this issue.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 20 of 24

Thanks Debbie,

 

I guess i can try altering channels between 1,6 and 11 as the help suggests. Lets also wait for Keith if he has any other ideas and if we cant get anywhere, we can try the Huwai WiFi Hub as you suggested...i am just hoping it won't be a generic Wifi HUb issue and i wlll end up going back to the Super Router 😞

 

George

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