on 01-01-2020 08:57 PM
Was recently noticing drop outs on streaming so decided to check the wifi settings. As part of this I decided to change the name of the 5Ghz band on the router so I could see and connect to that separately. Having done this I have now come to the conclusion that the 2.4Ghz band is not working for internet. I can connect to it, but no internet through it. Connecting to the 5Ghz band gives great internet. I have done some trouble shooting - done a factory reset on the router. Still the 2.4Ghz doesn't work. Have changed channels for the 2.4Ghz band and also looked at changing the 20Mhz frequency setting. Again neither of these changes have sorted anything. Have been on line with chat support and unfortunately got nowhere - I had suggested they could send a router to test the setup - but they weren't able to do this, instead just organise a chargeable engineer visit - which seems a bit over the top - and also means I have to take time off work to be available for this. Or they were then looking at what upgrades I could possibly pay for!!! Not overly impressed - as only 1 yr in to a 2 yr contract.
So, just wondering if anybody has any other suggestions as to what I could do on the trouble shooting front or any other suggestions?
Many thanks for any input.
on 06-01-2020 10:33 AM
on 06-01-2020 09:05 AM
Just as an update - router received at the weekend - thanks for sorting. Swapped over and have had no issues losing the 2.4Ghz band since - so fingers crossed all looking good.
on 02-01-2020 02:20 PM
on 02-01-2020 01:18 PM
on 02-01-2020 10:15 AM
Thank you. I've checked and the router has the latest version of firmware. Would it be possible to monitor this over the next 48hrs and let us know if this does happen again please?
on 02-01-2020 09:34 AM
Thanks for looking into this.
I have updated the profile details with the info required.
However as an update, late last night the 2.4Ghz band just started working again. This was after 2 factory resets in the afternoon, and about 3 hours after I had been on the live chat with the support team following the factory resets. I didn't change anything at the point it started working again - so somewhat confused as to what could cause this.
on 02-01-2020 07:30 AM
Can you please update your community profile to include your:
We'll then look into this further. Please do not post this information on this thread Once you've updated your profile please post in your topic to confirm it's updated.
on 01-01-2020 10:52 PM
Hi @TWING welcome to the community your post has been flagged for assistance and you should hear during tomorrow in the meantime please check your community profile and add your landline phone number it is used to identify your account.