5ghz channel not working for 2 Smart Hubs

[AndyMcC]

I'm on BT 900. I noticed some WiFi issues the other day and when I checked, noticed that all my devices are on the 2.4ghz channel (including TVs, laptops and phones which are 5ghz capable). I tweaked the settings to no avail and figured it was the router, so contacted BT who spent 3 hours looking at it and came to the same conclusion. New router arrived today so I plugged it in and got it set up. Devices are still only connecting to the 2.4ghz.

I've attempted:

- confirming 5ghz is enabled

-checking with devices which are definitely 5ghz compatible

- Factory resetting

- turning off 2.4ghz (nothing connected at all after that)

- new router (same problem)

- WiFi analyser (showing no 5ghz for either)

- turning the 5ghz off and back on

Before I go back to BT (who weren't particularly helpful the first time), is anyone else experiencing this or has found a solution?

Thanks.

[imjolly]

must admit I find it highly unlikely that 2 new hubs have no 5ghz network being broadcast.  Have you changed the 5ghz channel from auto to a specific channel say 48?

It is your devices that decide whether to connect to 2.4 or 5ghz network not the BT router

[AndyMcC]

I've tried all the 5ghz channels for both routers. I've also connected a power line adapter AP and when connected to that network devices are finding 5ghz. WiFi analyser is showing no 5ghz being broadcast from the routers (I CAN see other 5ghz channels from neighbour routers and the power line, so it isn't an issue with the WiFi analyser).

Thanks.

[Leanne_T]

Hi there @AndyMcC 

Thanks for posting and letting us know everything you have tried already. 

I would suggest getting back in touch with our broadband tech guides to troubleshoot what could be causing this for you and see what is needed to get this sorted.

Let us know how you get on. 

Leanne.

[AndyMcC]

Hi Leanne,

Tech weren't able to help unfortunately. 

Thanks, 

Andy

[Michael_D]

What was it the tech team said @AndyMcC?

Michael

[AndyMcC]

They couldn't sort the issue remotely so are sending a technician out to have a look.

[Michael_D]

Thanks for the update. Please keep us posted with how it is after the technician has visited. - Michael

[Kimberlin]

@AndyMcC 

Do you know anybody with a spare 3rd party router that you could borrow just to positively rule out problems with the SH2?

As has been stated, it’s highly unlikely that 2 BT routers would have the same issue but if you are able to try a compatible 3rd party router to see if the problem remains, then clearly there are other issues that require resolving.

Obviously ensure your connected equipment are running the newest device drivers, especially wireless adapters on desktop/laptops etc. My other half WFH and when she connected her work laptop to our network (we’re on FTTP 500mbps) hers was the only device out of 29 wirelessly connected devices that refused to connect to our router. Over half those devices are 5ghz capable. Her IT section (Government based) were literally next to useless and it took them almost 2 weeks to update the wireless drivers on her equipment.

Hopefully BT Tech will sort it, but it does sound unusual.

[AndyMcC]

Checking the separate Power line adapter network effectively ruled out the device issue as it broadcast on 5ghz channel which I could connect to using the same devices that are failing on the SH2. WiFi analyser showed the PL network and other 5ghz channels from neighbours (one of which I connected to and also got the 5ghz). So everything else is working fine, just both the smart hubs.