Hi
@bobpullenI have been a customer for a few months now and have been experiencing this issue for a while. Whenever I try to fill in the help section, it asks if there is a dial tone on the landline - problem is, I don’t own a landline! I stumbled across this, so would this help me at all, please?
Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen? Dropped wifi connection, unable to reconnect despite network being visible, 'authentication error' on phone. Also, it’ll connect to an iPad but then not my phone, or the laptop will work but not the iPad. This is all using the 5G.
Do the devices having problems appear to be connected or associated with the hub? Is the hub status indicator normal/blue when the problem occurs?
Hub status indicator remains normal/blue during the problem. As I said earlier, some things connect, others don’t. The wifi will drop or the sky will buffer because of the connection.
Do you have the 2.4GHz and 5GHz channels merged (default setting) or split (different wireless network names)? If the networks are named differently, does the problem only affect the 5GHz network?
I haven’t tried the 2.4GHz, but when they were merged, the internet was mostly unusable! It would constantly crash, even with the cable plugged into the laptop and the router, with me sat on the floor in the hallway, it wouldn’t connect.
Once the problem occurs is it persistent? Do you have any devices wired to the router and does the problem affect them at the same time?
It’s been pretty much not connecting, despite resets on my phone. My echo dot lost connection, but after rebooting the hub, it came back on. My iPad has been on and off. Currently, everything is working, except on my phone. It appears, but won’t connect.
Are you able to reproduce the problem reliably? Do you think you have a way of triggering it? [for example waking a specific device from power save mode]
No.
Is the problem always resolved by rebooting the hub? If so, how long does it take before problems recur?
No, only able to connect some devices but the phone remains unconnected.
If specific devices are always impacted when problems occur, please provide details of which devices are impacted and which aren't i.e. manufacturer, model, variant and operating system version.
Apple iPhone 7, HP laptop running windows 10.
Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
No.
Please provide a description of your home network setup and all devices in use including whether or not you're using any additional switches, Powerline adapters or wireless access points.
Wifi router is in the hallway, connected to the line nearest to the door, as advised. Hive hub is connected into the back of it. I have two echo dots, one upstairs and one in the living room. An iPhone and iPad connected to it. Plus the smart tv & sky. Then a HP laptop, which is used now and again.
