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Connect Box

SOLVED
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Supporting Actor Film
7 3 1

WiFi issue

Hello,

I have a WiFi issue with the new Giga Connect box. The wired connection is rock solid and delivers what it promises, but the WiFi is inconsistent.
The issue is most noticeable when video calling and drops frequently. I have tried separating the two frequency bands, same issue. I have tried switching off one band, then the other, same issue. The network diagnostic tool shows an issue with the WiFi every time.
I have reset and restarted the box several times, same issue.
I have also tried the signal through a different router and a WiFi extender and have no issues here, so the issue is with the WiFi signal from the Giga Connect box.
Is there a way to solve this or do I need a new box?

Thanks for your time.

David
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Supporting Actor Film
7 3 1

Re: WiFi issue

Hello Daniele,
I have discovered the solution to the problem.

I had a spare ethernet cable attached to the back of the router for a future connection that wasn't attached to anything at the other end. It seems the router didn't like this. When I unplugged it, the issue went away.
I hope this information can maybe help someone else, if they have the same issue.

Thanks for your help and stay healthy.

All the best,
Harmonisch

View solution in original post

11 REPLIES 11
Highlighted
Community Manager
5230 1382 407

Re: WiFi issue

@harmonisch , Welcome to the community!

 

A new Conenct box will not fix the cause. Have you ever tried it with a WIFI Booster? Please contact our technical support at 0800 66 88 66 so they can check with you.

 

Greetings

Daniele


Member of @UPC_Team
Highlighted
Supporting Actor Film
7 3 1

Re: WiFi issue

Hello Daniele,

Thanks for the reply.
A WiFi booster is not going to solve the problem, the issue is not with the WiFi strength, it is the WiFi signal coming and going.
As said, the WiFi is fine when I use another router or a WiFi extender. So, the WiFi signal on the Connect Box is faulty. It is like this when I am sat 2m away from the box in clear line of sight, so strength of signal is nothing to do with it. Also, when the WiFi is connected, the signal is extremely strong, but then disconnects again.
If a new box will not fix this, then the box is evidently not suitable for purpose. I pay for an internet connection with a working modem and router, this is not what I am getting.

Thanks,

David
Highlighted
Community Manager
5230 1382 407

Re: WiFi issue

@harmonisch , Please name your WIFI networks differently again. For example, add _5GHz to the 5GHz WIFI. Also remove or switch off your Netgear PLW1000v2.

 

If it still doesn't work, contact our technical support at 0800 66 88 66.

 

Greetings

Daniele


Member of @UPC_Team
Highlighted
Supporting Actor Film
7 3 1

Re: WiFi issue

Hello Daniele,
I have discovered the solution to the problem.

I had a spare ethernet cable attached to the back of the router for a future connection that wasn't attached to anything at the other end. It seems the router didn't like this. When I unplugged it, the issue went away.
I hope this information can maybe help someone else, if they have the same issue.

Thanks for your help and stay healthy.

All the best,
Harmonisch

View solution in original post

Highlighted
Community Manager
5230 1382 407

Re: WiFi issue

@harmonisch , Thanks for your feedback. We have marked your answer as a solution so that other visitors can test the same thing that led to your solution.

 

Greetings
Daniele


Member of @UPC_Team
Highlighted
Supporting Actor Film
7 3 1

Re: WiFi issue

Hello Daniele,
It seems the problem has returned. It seemed that disconnecting the loose ethernet cable had worked, but, the same as many other Gigabox users, I have discovered that the WiFi just is not fit for purpose.
Anything that requires a steady connection, like streaming video or video calling, suffers from stutters, pauses and complete disconnections.
The Gigabox is a joke, and the amount of community posts about the same issue shows that the product itself is flawed and not suitable. Yes, there is the option for running a different router, but what guarantees do we have that the problem will not replicate there too? I don't believe I should have to buy another router in the first place, the one I have should work, I pay for a service after all.
I am extremely unhappy with the Gigabox, it is very likely to make me change service provider, even if that means accepting slower speeds. Fast internet is no use if you can't even make a reliable video call.

Regards,
David
Highlighted
Community Manager
5230 1382 407

Re: WiFi issue

@harmonisch , Please contact our support so they can check if your modem can be replaced. I also see a D-Link device on LAN 2. Is that a WIFI router? What happens when you unplug it, does everything work?

 

Greetings
Daniele


Member of @UPC_Team
Highlighted
Supporting Actor Film
7 3 1

Re: WiFi issue

Good morning Daniele,

Thanks for the reply. I hope you and yours are well and healthy.

I have three devices connected by ethernet.
1. Nvidia Shield TV box
2. D-Link NAS
3. Desktop computer
Previously, after disconnecting the loose ethernet cable that wasn't connected to anything, everything seemed to be working. Then, whenever my desktop was powered off, the WiFi would start dropping again. It is, obviously, not practical to be disconnecting and reconnecting this every time it is off.
But now the WiFi drops even when all three of these devices are powered on, which means my initial solution was obviously not correct.
I have tried disconnecting everything that is wired and the WiFi seems OK, but then goes back to disconnecting.
Should I still contact the support team?
I appreciate your help and patience, I, of course, know that this is not your fault.

Regards,
David
Highlighted
Community Manager
5230 1382 407

Re: WiFi issue

@harmonisch , I have initiated a modem exchange. You will get a replacement within the next days. Please test the new modem.

 

Greetings
Daniele


Member of @UPC_Team