Smart wifi router

[Audreyj1]

We have just got the new smart wifi router setup. We set it up Saturday I asked a ee representative to slip signal not quite sure what he did but we got everything running all devices through smart life app . Everything was fine till 23:40 Sunday night when I accidentally deleted the home in smart life and my lights started to flash I did what I had done before went around trying to reconnect to the app but only one light bulb would the others wouldn't I was at it till 00:40 with no idea why . So come Monday I rang tech support they tried a few solutions but nothing happened so an engineer is coming Tuesday to help . 

I tried the old router and everything linked up in seconds I couldn't understand why the new smart wifi router wasn't as capable as the old router  I spoke to another ee representative later on Monday night and he wasn't sure what happened he couldn't explain what the guy did on Saturday I said of the app goes down I did to know what to do not revert back ,the engineer is coming tomorrow but I don't hold hope of it working yes I have seen solutions on here but I am not sure if they would work ,it seems this new router is great so long as you don't try to use smart WiFi bulbs otherwise it's useless, I do hope he can resolve it. Does anyone on here know how to solve it and is it reliable please I need to know as like i said once it was working on Saturday it was great .

[XRaySpeX]

Unlike the EE Smart Hub, you can't separate the WiFi bands & SSIDs on the EE Smart Router. You might get round it by disabling the 5 GHz band. A eng can't help.

[Audreyj1]

Tried that with an ee broadband tech that is why they are sending an engineer but if what you are telling me is that an engineer from ee cannot sort this then it will be going back why send a router out and not have a solution to a problemwhich accordingto one tech none of the ee broadbandteam where aware off till he looked at the community form . We even tried resetting the router . So I am at a complete loss.

[Leanne_T]

Hi @Audreyj1

Thanks for coming to the community. 

Can you let us know how you get on after the engineer has been? 

Leanne 🙂

[Audreyj1]

Hi the engineer came yesterday he was a bt engineer and he deals with router problems he asked what has happened told him he got his laptop out and went into the router settings asked me to try with smart life to get the bulbs connected one came on one didn't he went and did something else to the settings and they all connected he told me not to ever reset my router to factory setting as he has change things in it to work I have both the 5gz and the 2.4 ghz and it runs faster than the old router . It just needed a bit of sorting out . I was grateful to him . So if you ever have problems ask for an engineer to come out one that can deal with router related issues as they can sort it .

[Leanne_T]

Thanks for coming back and letting us know @Audreyj1

Glad to hear this is sorted for you 🙂

Leanne.

[mikeliuk]

Hi @Audreyj1 ,

You may want to consider submitting a request for the engineer to write down briefly what the fix is before too much time passes and the engineer can no longer be identified.

This is because the fix may be helpful to other people, and it may be helpful to yourself if you ever need to apply the fix to another router, after performing a firmware update, or if you should ever need to factory reset due to a later misconfiguration.

I can well understand that once something works, people no longer care to ask for the fix but I always look ahead to the day when it breaks again. Good luck! 😎

[XRaySpeX]

Please can you post the Advanced / Wireless Settings page of the router?

[Audreyj1]

This is all I have got I know he put it into mode 3 and disabled the smart channel as all this does is change frequency 

[XRaySpeX]

Sorry, not that page, but 1 below. Click on the Wireless tile.

Anyway as I expected he's changed Wireless Mode from 1 to 3. This could mean that some of your more powerful wireless devices (802.11 n & ac) will not achieve their full potential.