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]

thanks jim will report back in a few hours once im home. really appreciate this 

[SF7777]

how do i find the old ssid? are you on about the router that did work?

[SF7777]

do you have direct messages jim or a way i could sream this and get support thanks 

[JimM11]

@SF7777 The ssid, is the wi-fi name, EE- whatever, from the EE hub you are replacing, you will get it on the back of the router, it is the name you blanked out on the post, i dont use the EE name as from sky, so the name is now sky one. There is PM option but no streaming for checking.

[JimM11]

@SF7777 I dont work for EE, user like yourself trying to help.

[SF7777]

Well Jim, maybe you should as its only gone and worked... I have changed the name of the new router to the old one (that was working) and managed to connect the cctv, iPhone and laptop. Thanks so so much.  One question though.  I hadn't changed  my connection to the podpoint so it should still be the old one.  Would that still be connect or do I have to go through it all again.

THANKS SO MUCH

[JimM11]

@SF7777 Do not know what a podpoint is, but if the ssid and password is correct to match the hub in theory it should connect, sometimes it just wants the password again to reconfirm so give it ago and see what happens. Glad your getting there.

[bobpullen]

@SF7777 - out of curiousity, did you need to disable the 5GHz radio/change the compatibility setting in the Hub Manager or did simply changing the Wi-Fi credentials to match your old router do the trick?

Also feel free to mark @JimM11's post as the 'fix' for this thread 🙂