Good morning @DarleneStapley!
I have responded to your PM and I'm standing by, waiting to help with this setting adjustment. It will take just a few short minutes so please reach back out to us when you have the time.
Hi there, digging up an old issue but I am having the same problem, around the time I added a Nest Hello.
I've swapped modems (like for like), and a tech even ran a new line to my house, but that didn't solve the issue.
Last night I switched to mixed mode, but work up to 2 emails that my camera had gone offline. What did others do to resolve this if mixed mode didn't solve the issue?
A lot of devices still connect only to 2.4 GHz Wi-Fi so I can understand how frustrating it must be to have these issues popping up.
2.4GHz is easily susceptible to Wi-Fi interference due to the sheer number of devices that use 2.4GHz. It would be a good idea to utilize a Wi-Fi Spectrum Analyzer to see which channels have the most congestion and set your Wi-Fi settings to avoid those channels.
You can find Wi-Fi scanner Apps in the Google Play Store if you are an Android user the Wi-Fi Analyzer App is a free download. There are other options available that our RE's can speak more about.
@howcanyoubesure Just to clarify, is the problem that your Nest Hello is able to connect but loses its connection randomly?
As @RogersTony suggested, I would install a Wi-Fi scanner on a smartphone. Bring it (literally) right next to the Nest Hello and check the signal strength to your router. If it's marginal (say around -80 dBm) it may barely be able to maintain the link. 2.4 GHz does have quite a bit of range but there are a lot of devices out there that use that frequency band, so it's also susceptible to interference from neighbouring Wi-Fi, baby monitors, leaky microwave ovens, etc. The 2.4 GHz signals are also blocked by metal and absorbed by water so any number of factors could cause a connection to drop, especially if it was marginal to begin with.
Re: Wi-Fi scanners, for an iPhone, I install Apple's "AirPort Utility" from the App Store. It's normally used to configure Apple's (now discontinued) Wi-Fi routers but it also has a Wi-Fi Scanner that can be enabled in Settings. It's free and ad-free.
This is a known issue still unresolved and Rogers isn't taking ownership. Forcing devices to band steering to try and fix.. adjusting security... a rep told me to drop from WPA2 to WPA and said there's no loss of security... just who are the people making these claims that work there? Maybe they should run that by their network admin... next thing they'll tell me to run WEP. Explain that when running your own router there is no issue... when running theirs that you pay for with no choice but cant use the gateway mode? Tell me how that makes sense... everytime the 2.4 falls off, I pick up the phone call in and make them turn on and off the 2.4. I'm not wasting my time I have better things to do... I suggest everyone else do the same until someone figures it out and fixes it or junks these . devices.
Nov/Dec 2019 I am having this problem as well. This issue began about two weeks ago. The 2.4GHZ band's SSiD ceases to broadcast. I have tried different channels, mixed/non mixed settings as suggested in the Forum. The only thing that works is to disable the SSiD broadcast, wait 3-5 mins, then re-enable it again. BUT this fix only lasts for about half a day!
Items connected to the 2.4GHZ remain connected; but, nothing new can connect. If there is a reset or power glitch items formerly connected to the 2.4Ghz will NOT reconnect. The modem light for the 2.4 remains on and steady throughout.
Fire that up and sort the columns by RSSI which is the signal strength. You can sort any of the columns by selecting the column title once or twice. Each click, or selection will sort the column in one direction of the other (up or down). Sort the column so that your wifi network sits at the top of the list.
To bring up the lower graphical display, select the "i" for info icon in the second row from the top, on the right hand side. That will bring up a lower display. In that display, select "Spectrum" to show the networks in a graphical form. That display will depend on the very top selection of 2.4 Ghz channels, 5 Ghz channels or All.
What you want to confirm at this point is whether or not the modem is transmitting the 2.4 Ghz network. If the front LED shows that it is, but there's no network in the text data or on the graphical display, then I'd say that the modem is unserviceable. You can swap the modem at the nearest Rogers store, but, it might need a work order to swap the modem Call the nearest Rogers store and ask if they have a 4582 modem in stock and whether or not they need a work order to swap your modem. If the answer is yes, call tech support and ask the Customer Service Rep to generate a work order to swap the modems. If the answer is no, simply swap the modem at the store.
So, if the modem's 2.4 Ghz network is running, have a look at networks in that RSSI list, and then their channels to see if any of the nearest RSSI channels match your operating channel. Perhaps your neighbour has set up a new modem or router, or mesh network that is killing your network. The text and graphical data should indicate that to you. Ideally, what you want to see is that your network is at the top of the list when you sort the networks by RSSI. If there are other networks above yours, and their on the same channel, thats not good news. In that case a channel change is required, but, in the 2.4 Ghz band, finding a working channel can be extremely tough if not impossible due to the number or modems and routers running in that band, in which case its time to move anything and everything up into the 5 Ghz band.
One last item to check is whether or not the the Band Steering is enabled. If so, I'd disable it.
To do that, log into the modem and;
1. navigate to Wireless 2.4G .... Advanced.
2. disable the Band Steering if its enabled.
3. save the changes.
4. navigate to the 5G .... Advanced tab.
5. disable the Band Steering if its enabled.
6. save the changes.
7. navigate to the 5G .... Basic Settings.
8. change the SSID back to its previous setting
9. save the changes.
10. Reboot the modem at ADMIN .... DEVICE RESET .... Reboot
You might have to manually reconnect your 5 Ghz connected devices if the previous 5 Ghz network wasn't designated as an Auto Connect network.