URGENT HELP REQUIRED 2.4 or 5GHZ Cant connect to cctv devices

[SF7777]

Hi.. Before I lose the will to live could someone offer me some support asap please...

I took delivery of a new router / smart hub this week and started to connect l devices, no probs so far.  When I tried to connect both of my CCTV systems it would work. My Alexa and Ring have connected with no issues.. I tried the following and still no joy.. 

• Disabled 5GHZ to allow cctv to connect to 2.4
• I have tried a number of 2.4Ghz channels
• Reset router
• Reset devices and the associated app
• Called EE spent around 3 hours in total on phone
• Spoke to CCTV companies who confirm no issue with services or devices
• Looked at the advice online and followed that

The devices connected to my last smart hub no problem.  It seems whatever I disable or reset the cameras / App just won’t connect to the WIFI.  EE have been little help and keep telling e to go back to the manufacturer of cctv or the app creator.  They have ordered me a new router to try that one.

I have little hope that another brand new router will resolve the issue.  I need the CCTV up and running today! I can’t leave the house without the cctv on and EE don't seem to understand or care!

Thanks in advance

[SF7777]

Hi Jim, I was still with EE and had EE Smart Hub. Yes i have tried moving them close to router. the IMOU camera when i try reconnect tells me the connection is poor. its not! The signal is really good. I just dont know what it could be. Hopefully you have a magic plan

[JimM11]

@SF7777 Have you disabled the 5Ghz wi-fi band on the EE router when setting up? Have you also reset both of the camera's to there factory settings so the have forgotten the old router info?

[SF7777]

I tried that yesterday, i didn't reset the router though as EE said no need to ads changes from the device manager are instant.  In short - Yes it tried and same errors coming up.  Its so frustrating as the old router had no issue, 

[JimM11]

@SF7777 How long have you had this EE router, and do you still have the old one ie not sent it back yet. On the new EE router do you know if it has upgraded itself to the latest FW? If you have not done anything special to the EE router, then i would reset it. Once reset, go disable the 5Ghz band, save the settings, go back and double check that it is off. Once you know for sure it is then start with one camera, connect and see how it is?

[timprocter]

Out of interest what CCTV brand are you using, I have 5 Hikvision cameras and NVR that are working fine but sadly no help to you as I am using a tp-link router which picks my CCTV up fine.

I feel sure it's a router problem so maybe try another brand to solve you're problem.

[SF7777]

Hi

I have had the new router a few days and set it up yesterday morning. I still have the old one however EE said its a legacy one and now wont work and they cant send me one the same. FW? No idea? I know I paid extra for it as was supposed to be faster BB. Tried that again it doesn't work?!! ARGH! Also what does this mean on the settings page? could it be this - see the orange bit on the right that says Hybrid Connect! 

[SF7777]

HI Tim, 2 different brands never had an issue before so its the router for sure.

[JimM11]

@SF7777 Waiting on your pic to clear, the hybrid connect is for using with the fall back to 4g mobile signal, if you do not have that unit from EE then it will show as not connected. FW updates when the router is first plug in, you can see it from the login page using your device connected. This is the latest version r1.34.0-R-994210-PROD-83002

[SF7777]

the pic was just the main page of the router log in

[JimM11]

@SF7777 The picture has to be approved by a moderator before it can be viewed by other people, you may see it, but all others wont until it is approved....