Hub 5 drops connection @ won’t reconnect

[reck]

Since we’ve had the hub 5 we’ve got a problem in the house where a device, tablet, phone etc will drop the WiFi connection and then doesn’t reconnect. 
 
When this happens and we select our WiFi network on the device it will either just try and connect and never manage it or it will say invalid password. 

When this happens the only way we’ve found to fix it is to reboot the Hub 5. It only ever affects one device at a time as well and everything else continues to be connected to the WiFi fine.

This is costing us money because when it happens on our phone we don’t know it’s switched to 4G and we end up using all the data and have to purchase more. 

This happened last week with my sons iPhone and today it’s happened to mine. 

Is anyone aware of a fix for this? Thanks. 

[Ayisha_B]

Hi @reck,

Thanks for popping back and apologies the issue still persists. 

The suggestions provided in this thread by our Community may or may not work but are worth trying. 

Appreciate you've been rebooting the router but can I ask if you have tried a factory reset to see if that helps?

If not, we can certainly feed this back for you.

[reck]

Sorry it was these queries in my previous post I wasn't sure about, please could you provide some tehnical details and the implications of these changes? Thanks

What’s the downside to splitting the network like this? I assume it’s not as good as having them linked otherwise they would come pre-split out the box?

How do I know which device should go on which band and wouldn’t this prevent them auto switching to the other band when it would be beneficial?

I’ll try disabling the smart optimisation setting as you suggest but again if it comes pre-enabled is it not doing something useful that I then won’t have when it’s turned off? I’m guessing if it wasn’t working very well or causing issues VM would have disabled it by now.

thanks for the suggestions but I just want to understand what the implications are before I make changes like this.

Not tried a factory reset yet i've only had the router for a few weeks so not sure much will have changed on it but I guess it's another thing to try.

[Paul_DN]

Hi reck,

Thank you for reaching back out to us in our community and welcome, have you managed to try a pin reset on the Hub 5.0 just to make sure it isn't a software issue?

Let us know how you get on.

Regards

Paul.

[reck]

Hi Paul,

We’ve not had the Hub 5 for long so would be surprised if it needs factory resetting already. However It’s happened again tonight with one of our devices so I’ve just done a pin hole reset (once I’d worked out where the pin hold had moved to). 

Assuming this doesn’t work what are the next steps?

Thanks. 

[reck]

So a day after carrying out the pin hole reset we have one phone that won’t connect to the WiFi due to not recognising the password. Everything else continues to work fine. 

The only thing they will fix it is to turn off/on the router. 

This issue started when we got the Hub 5.

[Nathan_B]

Hi @reck, sorry to see that you are still having issues with the one phone connecting to the hub5.

Were you able to follow the advice provided on the link to the other post given earlier in this thread? If not here they are again to try:

Go to settings>WiFi>tap the blue "I" icon> scroll down to make sure configure proxy is off.

Let me know how you get on with this, if you need further help we will be happy to help.

Regards

Nathan

[reck]

Just to clarify, this isn't something that affects a single phone as we’ve had this problem on multiple tables and phones. What happens is that after a few days or a week or so a single device drops from the router and is unable to reconnect as it gets the unrecognised password error. This has happened with different devices in the house but I’ve only seen it affect one device at a time. 

The only fix I’ve found is to reboot the router.

Yes proxy is off on the devices. 

[Steven_L]

Thanks for coming back to us @reck. We can try to send a new hub out to you, would you like me to arrange this for you?

Regards,

Steven_L

[reck]

Hi Steven,

Will this be a like for like replacement so will be replaced with another Hub 5? I really need the WiFi 6 but obviously it needs to work. 

If there’s a chance this is caused by a faulty hub then yes please send me a replacement.

[Chris_W1]

HI Reck, I am sorry to hear that you are having issues with the hub reconnecting, can you perform a reboot as this has not been done for six days and let us know if the same issue is occurring? Please let us know if this is still and issue or has this since been resolved? - Chris