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Webinteractions's avatar
Webinteractions
Joining in
16 days ago

Hub 3 5g frequent disconnections

Hi, since joining a little over a month ago I have been experiencing frequent disconnections. It’s been driving me crazy as I work from home. I have taken it upon myself to work through as many fault finding steps as I can but none of the following I have tried has worked.

  1. disable “channel optimisation” box
  2. rename the 2.4 & 5 GHz network ssid's. 
  3. Only three devices connected to 5g now is my phone, PC and iPad. 
  4. used airport utility to analyse congestions on channels. There were congestions, I have reassigned both 2g and 5g to an unused channel.
  5. when i get a disconnection, I check signal strength (always good) and check my other device assigned to use 5g and that device also cannot connect.

Has anyone else got any further ideas on what to try? If nothing else I would like to know how I can book an engineer to resolve or better still switch for a hub5 and spare the engineer visit and more time sunk into this. I had a hub 5 previously in the same house and never had an issue!

 

 

 

 

4 Replies

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    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      12 days ago

      Hi Webinteractions 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with the 5ghz band disconnecting. 

      Please, can you try a 60 second pin hole reset on the router? This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request.

      If you've made customisations on the network, this may have left the 5ghz band on a poor channel. We would recommend leaving the router in its factory settings to see if this issue persists. Keep us posted with how you get on. 

  • Client62's avatar
    Client62
    Alessandro Volta
    14 days ago

    Contact Customer Support to request a change of Hub.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 days ago

    How much congestion did the Airport utility show?  It could be your area is saturated with competing Wifi signals and it will be difficult to manage.  If the Hub 5 was working fine, it may be the Wifi ax protocol on this Hub is a better solution?  The Hub 3 uses the older Wifi ac protocol and may be competing with similar Wifi ac in your area?