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]

Ah okay, it wont give you any extra info. Any other ideas or solutions would be really good. So fed up with this.

[JimM11]

@SF7777 I am hoping that when we can view your picture, that i can see that you have turned of the 5ghz wi-fi band as it should say off. If after the router reset, i would go check all the settings that you were asked to do, because they should have went back to a standard EE router. Not all devices connect easily, that is why it is recommended to turn off the band to help older devices that struggle to connect, even the manufacturer of both you CCTV devices tell you to do it.

[SF7777]

Hi

Jim, I had turned the 5GHz back on after I did the test you suggested and it didn't work.  Thought best to turn back on for now? Wasnt sure what effect it would have leaving it off after I figured it wouldn't connect. :O( 

|I could try deleting both of the apps and deleting my accounts with the cctv and starting again however I still don't think it will connect.

Thanks so far.... Praying for a miracle

[XRaySpeX]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

@SF7777 : You need to go to the Advanced Settings > Wireless page to tweak the WiFi.

[SF7777]

Hi @XRaySpec Tweak it to what? I had made sure i had diabled the 5GHZ and double checked. :O) 

[SF7777]

Hiya both...

Bit more info for you both whether this will help - I pray.  I had to reconnect firestick, I put in new router password, it wouldn't connect kept saying "authentication issue" In the end I connected with the WPS button on the router.

Does this indicate at all to you what it may be?

Thanks so much - determined to get this fixed :O) 

[JimM11]

@SF7777 There are some client devices that are sensitive to Wi-Fi password characters and size, not knowing what your devices require it's difficult for that to answer, how many were there in your old router. I changed all my settings on the router when new out of the box, ssid, ssid password, wireless security, and admin password to match the old router that it replaced for speed and setup, had absolutely zero issues with any device, even though i could not split the wi-fi bands that the old router could. There is nothing stopping you from changing the settings on the new EE router to those of your old hub...

[robh661]

Usually when that happens it means you’ve typed in the password incorrectly, as the authentication is a way of confirming the password is correct and can allocated an IP address. 
Because as you say, when you used the WPS button the device automatically connected. 

[SF7777]

Hi Jim, the new router arrived this morning, before i link devices, could you talk me through what settings I need to have on the hub manager page please?  I will try and link the cctv devices first.

Thanks

[JimM11]

@SF7777 I would connect the ethernet cable from the new router box, direct to a laptop or pc ethernet port, power up the router NOT connected to anything apart from the pc/laptop. Login to the new router 192.168.1.254. Setup the ssid to match the older EE, change the ssid password to match the older EE, and then go to the advanced, setup wpa2-personal, set it to wi -fi 5 mode, and as you are doing all of this remember to go back up to top of screen and hit the save option. On the first screen take a note of the FW version, write it down or screen capture it. This will save you having to go through connecting all of your devices because you have set the ssid and its password to match. Double check, power of router, power back on and go check all of the settings. Once sure connect the router to your connection, not sure if you are on fttp or fttc. The router should update its FW to the latest you will see version that i sent earlier. Then when you login to the router, you should be able to see the devices that were connected, now connected to the new router. Turn of the 5Ghz wi-fi and start to connect your cctv. You do not have to worry about turning on the 5Ghz until all of your cctv cameras are working or not. If you look at the first page My Network, then 2.4Ghz that will show you the devices that are connected. Any questions will watch out for your reply.