WiFi Hub suddenly lost 2.4GHz

[yjiang]

I have Sagemcom router in home. I configured two WiFi SSIDs on this router:

1. xxxx is for 2.4GHz WiFi

2.xxxx-5G is for 5GHz WiFi

The above configures worked well for the past two months. My old TV has only 2.4GHz WiFi and can connect to WiFi router without any problem.

Today, I found that I cannot find the WiFi SSID for 2.4GHz anymore. I reboot the router and factory reset it, but still did not work. I used multiple phones to scan WiFi and can only find 5GHz SSID.

Did TalkTalk upgrade WiFi router firmware recently?

[Debbie-TalkTalk]

Hi Yun

That's great news, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[yjiang]

Hi Debbie:

I just received replace route and configured it. Everything worked fine and 2.4GHz WiFi is available now.

I will put old WiFi router in return bag and post it back.

Anyway, thanks a lot for your kind and quick support.

Regards

Yun

[Debbie-TalkTalk]

Hi Yun

That's great, thank you 🙂

[yjiang]

Hi Debbie

Have not yet. Yodel emailed me say it will deliver to me today. I will let you know once I have tested the replacement router.

Yun

[Debbie-TalkTalk]

Hi Yun

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Yun

No problem 🙂

The router is on its way and a returns bag for your current router.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Thanks

Debbie

[yjiang]

Hi Debbie:

>>> Thanks for your reply. Are you happy for me to send a replacement router?

Thanks! Yes, please. I could return old one once the replacement router arrives.

Yun

[Debbie-TalkTalk]

Hi Yun

Thanks for your reply. Are you happy for me to send a replacement router?

[yjiang]

Hi Debbie

Thanks for your help.

I still cannot find 2.4GHz SSID. 

Yun

[Debbie-TalkTalk]

Hi yjiang

Sorry for the delay. I've switched the WIFI optimisation off to see how the connection compares.

If you are still experiencing the same issue then please let us know and we can send a replacement router for testing.

Thanks

Debbie

[Gliwmaeden2]

Yes, but by doing the factory reset nothing was sorted. If there was not a previous firmware update, we won't know what caused the issue, @yjiang.

Now all we know is that the factory reset means that wi-fi optimisation needs to be turned off. 

If there are still problems after that, staff will take you through more steps to diagnose the issue.

If there's ever a similar problem again, just post straight back on the forum, as taking steps on your own initiative could muddy the waters. 

[yjiang]

The issue happened before factory reset.

Anyway, I will leave router on

[Gliwmaeden2]

Doing a factory reset will mean that wi-fi optimisation is on, just as much as any firmware upgrade. 

Staff can switch it off for you, @yjiang.

So leave the router ON.

You'll need to request optimisation to be switched off whenever there's a factory reset or firmware upgrade.