topic can't connect to cctv camera in Broadband & Landline

can't connect to cctv camera

colin_bryant — Thu, 17 Jul 2025 10:25:03 GMT

hi,

just changed from Plusnet to EE and got a new router. I have a cctv camera which connects to the wifi and internet through a wifi extender (it doesn't have a good enough signal to connect direct to the router). It used to work fully through the Plusnet router but now I can only connect to the camera with my phone if the phone is also connected to the wifi extender rather than the router or any other Internet connection, which all worked before.

The wifi extender is connected to the internet, through the router, as my phone connects to the Internet through it. I have enabled the 'wifi compatibilty mode' on the router, for old technologies, and I now can see a new wifi network with my phone. but connecting my camera to that network is a pain because I have to reset it and connect to that compatibility network using a ladder over the roof with no guarantee of success. Any advice please?

Re: can't connect to cctv camera

JimM11 — Thu, 17 Jul 2025 16:02:58 GMT

@colin_bryant Program the SSID and password that you have used before to the older settings that the camera had when connecting to the plusnet, set the comp network with those values and the camera will more than likely connect fine!

Re: can't connect to cctv camera

Mustrum — Thu, 17 Jul 2025 17:50:51 GMT

@colin_bryant which EE service have you moved to, and are you using Digital Voice?

If not you could use the PN router. if you have not sent it back.

Re: can't connect to cctv camera

colin_bryant — Fri, 18 Jul 2025 14:13:29 GMT

Thanks for your reply - Yes I'm using digital voice and I've sent the plusnet router back.

Re: can't connect to cctv camera

colin_bryant — Fri, 18 Jul 2025 14:27:29 GMT

Thanks for your reply, I sent the plusnet router back before I realised there was an issue and dont have the ssid or password recorded anywhere.The wifi extender is connected to the router with internet as proved by my phone connecting to the internet through it. And the camera is connected to the extender. I set up the extender with the new router password. It seems that the camera is restricted to the wifi extender network. I have another similar camera which is nearer to the router and connected to that router which I can access from anywhere through the Internet. Cant find any firewall settings or similar in either the router or the camera app. The wifi extender shows in the router admin app as a wifi device rather than as an extender - could that restrict it? As I say, I can connect my phone through the extender.

Re: can't connect to cctv camera

JimM11 — Fri, 18 Jul 2025 16:05:37 GMT

@colin_bryant Have you set up and are you using the compatible network feature off the router in question!

Is it set for 2.4Ghz band only and also operating in the WPA2-PSK for wireless w-fi! Passing through the extender that is closest to the actual camera!

You need to say what EE Router you have, what EE Extenders that you have, and finally what CCTV camera is connecting too it all, camera if you do know, Frequency it use's and wireless security also. Most are 2.4Ghz operation and WPA2-PSK mode in wireless!

Re: can't connect to cctv camera

colin_bryant — Fri, 18 Jul 2025 16:24:29 GMT

I've set it up but to connect the camera to it I have to physically reset the camera and show it a QR code on my phone which means getting up a ladder over the roof - so I was looking for a router settings based solution first.

Re: can't connect to cctv camera

Mustrum — Fri, 18 Jul 2025 16:36:22 GMT

@colin_bryant if you are going to make us guess and not answer the questions how do you expect to get a fix.

My guess is you are using a EE Smart Hup plus, which is WiFi 6 and which your cameras cannot cope with. The way round this is to set the compatable mode and get yourself up that ladder.

Re: can't connect to cctv camera

colin_bryant — Fri, 18 Jul 2025 16:49:29 GMT

Sorry, didn't realise I hadn't answered your question - the service is basic broadband if that makes a difference (we dont have full fibre yet) and, as I said, digital voice. One of the cameras copes with the router but not the one connected through the extender.I'll try resetting and connecting to the compatability network and let you know.

Re: can't connect to cctv camera

JimM11 — Fri, 18 Jul 2025 17:03:00 GMT

@colin_bryant Is there not a matching QR code on the packaging box for the camera, if you have to go up a ladder to get that then it's just stupid way off doing it! Link also about the hubs and the extenders, do take a look, see the pictures and say what you have!

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

https://ee.co.uk/help/broadband/getting-started/setting-up-smart-wifi
https://ee.co.uk/help/broadband/fix-problem/fix-problems-with-smart-wifi

All about the mode below for you!

Set up and use Compatible WiFi | Broadband Help | EE

Re: can't connect to cctv camera

colin_bryant — Fri, 18 Jul 2025 17:03:29 GMT

It's not the qr code for the model of the camera - it's a qr code generated on my phone screen which the camera reads through its lens to get the wifi network id and password details - and before you ask - no, there is not a way to manually enter those details with a direct connection.

Re: can't connect to cctv camera

bobpullen — Fri, 18 Jul 2025 18:45:52 GMT

@colin_bryant - I'm a bit confused by your setup. Few questions that may help clear things up: -

1. How is the extender connected back to the hub?
2. Is the extender using the same Wi-Fi network name as the hub?
3. Was the extender using the same Wi-Fi network name as the hub when using the Plusnet router?

Re: can't connect to cctv camera

JimM11 — Fri, 18 Jul 2025 19:01:10 GMT

@colin_bryant What make and model off CCTV camera is it!