Forum Discussion

wannat2's avatar
wannat2
Joining in
2 days ago

Hub 5x No 2.5GHz WiFi Detected after factory reset.

I had to reset my HUB 5X yesterday and in doing so I no longer have a 2.5GHz wifi band.

I had renamed both 2.5ghz and 5ghz's SSID's with two unique names but my devices could only detect the 5GHz connection. The device that needs a 2.5GHz connection could not detect it, my phone could not detect it and when using the command  "nmcli device wifi list" in ubuntu cli it would only list the 5GHz connection as C4:EB:43:84:A7:B3  VM2495084       Infra  44    540 Mbit/s  100     ▂▄▆█  WPA2 . I have been using chatgpt for help and we have tried turning off Smart WiFi , manually selecting a channel through 1-11, changing wireless modes and disabling 5GHz (when disabling, no device or linux command could find a 2.5GHz wifi connection). The only thing updating is the router landing page under Hub 5x status overview "Your Hub 5x status Wireless (on(2.4 and 5 GHz))" . If 5GHz is disabled it will only say 2.4GHz.

I decided enough was enough and done another factory reset and used the default SSID VM2495084 . Due to chatgpt and searching google I came accross a lot of "the hub 5x uses dual band so you don't need to split bands etc etc" So I decided to try connecting to the device that requires 2.4GHz and it would not accept the 5GHz connection, which it never did when I first joined Virgin hence why I had to rename the 2.4GHz SSID to be able to get the device to connect to 2.4GHz. I then renamed the 2.4GHz SSID and I still could not get a 2.4GHz connection discovered by any device.

so as chatgpt summarises:

You've Already:
Renamed 2.4 GHz to a unique SSID (not hidden).
Tried channels 1 through 11.
Switched Wi-Fi modes (b/g/n combinations).
Disabled Smart Wi-Fi (band steering).
Verified router config multiple times.
Confirmed other networks (including 2.4 GHz from neighbors) are visible.
Eliminated Linux-specific issues (since your phone and laptop also can't detect it).
Rebooted and reset the router.
Confirmed Facts:
2.4 GHz is enabled in the Virgin Hub 5x settings.
Factory reset (with default SSIDs) didn’t make the 2.4 GHz band visible.
Renaming the 2.4 GHz SSID didn’t make it visible either.
Multiple devices (Linux, phone, laptop) that support 2.4 GHz don’t detect the SSID.
Other nearby 2.4 GHz networks do show up — so it’s not a scanning issue on your devices.
You’ve disabled 5 GHz temporarily with no success seeing 2.4 GHz.
You even left the router powered off for 5+ mins — still no signal.

So any input would be greatly recieved as I have no idea whats wrong. CHatgpt telling me I'm within my rights for a replacement but I personally can't see how a 4 month Hub 5X's 2.5GHz wifi band can just stop working after a factory reset.

ta

12 Replies

Sort By
  • wannat2's avatar
    wannat2
    Joining in
    2 days ago

    I meant 2.4GHz in the title, i'm tired. COuldn't even find out how to delete a post so deleted my accoutn and made a new post. Still didn't delete the messed up post and now I mess this post up with the wrong title... 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 days ago

    If the 2.4Ghz wifi has failed then your rented Hub will need to be replaced, however old it is. 

    But keep it simple because VM's support will not understand anything in your longer post. Just phone in to the support number, or wait for a VM person here. 

    • wannat2's avatar
      wannat2
      Joining in
      2 days ago

      I'm dealing with support right now. I have never in my life experienced such awful support than this..

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        2 days ago

        Yes the support is great isn't it. :)  It's all part of the great Virginmedia experience. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 days ago

    It can be very tricky to distinguish between the VM Hub not broadcasting on 2.4GHz and the device not detecting the signal from the VM Hub.


    Hub 5x supports Wi-Fi AX ( Wi-Fi 6 ) if that is present on the 2.4GHz band ( it is on the DOCSIS Hub 5 and is problematic ) that can present serious compatibility issues for devices which are single band 2.4GHz Wi-Fi 4. 

    Symptoms are often the Wi-Fi 4 device does not detect the 2.4GHz Wi-Fi 6  signal from the VM Hub or sometimes detects the signal but fails to authenticate.

    Past solutions have included use of a Wi-Fi Repeater to create a 2.4GHz Wi-Fi BGN service that is compatible with single band 2.4GHz Wi-Fi 4 devices such as IoT / CCTV / Printers / older laptops.  

    People have been successful with this Wi-Fi Repeater : 

    https://www.toolstation.com/tp-link-wi-fi-range-extender/p52846 

    Another inexpensive option is a Wi-Fi 4 Wireless Access point.

    • wannat2's avatar
      wannat2
      Joining in
      2 days ago

      It's been working fine since I got it, it only started after I done a factory reset yesterday. I had no issues changing the ssid and connecting my device to it before this. 

      • Client62's avatar
        Client62
        Alessandro Volta
        2 days ago

        Reads like the factory reset did not fully complete.

  • wannat2's avatar
    wannat2
    Joining in
    23 hours ago

    So this morning while cleaning my living room ready for the engineer to come , I unplugged cables from the router to move some stuff around ready for the guy. Just checked my phone and there it is, the 2.4GHz wifi band. I never turned the Hub 5x off, simply unplugged some ethernet cables (which I done countless times yesterday). I ofc panicked , quickly tested connecting to it on my phone with success and quickly went to cancel my engineer appointment! (success!)

    The only thing that has changed was I woke up at midnight to no wifi/internet. I had to reset it. I still didn't have 2.4GHz. So I really don't know! 

    If anyone has this issue then I'm sorry that I have no solution to why the connection just randomly came back like it did. All I can say is follow the known methods for connecting to 2.4GHz as my problem is unlikely the same as yours!

    Thanks for those who helped!