Forum Discussion

sharples1990's avatar
sharples1990
Settling in
25 days ago

WIFI connection dropouts

Hi

We're currently having the same issue where were having constant dropouts on the WIFI and hub shows "us profile assignment change" several times a night, and often during the day. can you send me a DM to get this resolved soon. thanks

1 Reply

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    22 days ago

    Hi sharples1990, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having some trouble with WiFi dropouts. We've run some checks on your hub, and all is looking good. There are no area faults affecting you and the power and signal levels for both upstream and downstream are all optimal.

    There are so many things that can influence a WiFi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next door neighbours router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here.

    The Hub's location could also be causing the coverage problem so we do need to check the positioning of it. Can you please ensure the following: 

    • > Out in the open
    • > Next to the TV not behind it
    • > Away from large bodies of water (e.g. fish tanks)
    • > Away from baby monitors and cordless phones
    • > Away from microwaves

    Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi. 

    If that doesn't help, you can download our Connect App which will allow you to scan areas of your home and will offer help. If a WiFi Pod will help, the app will give you the option of adding this. You can view more information on that here.

    If after going through the self-checks, you still need some help, feel free to pop back to us here for further support. 

    Many thanks,