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EthelG
New Contributor
New Contributor

Cannot connect to 2.4GHz

I hope someone can help me. Since 6 weeks ago, we have been having problems with connection dropouts. Optus already sent 4 technicians and changed the router 3 times. Yesterday, we completely lost connection to the 2.4GHz and can only connect to 5GHz. This is problematic since some of our devices can only connect to 2.4GHz. Whenever I try to connect to the 2.4GHZ even when entering the correct password, I just get an error message that says incorrect password. I've already hard reset the router but I still cannot connect to 2.4GHz. It has been 6 weeks since we had this problem and it is really frustrating. 

 

Any help would be appreciated.

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pwright
Regular Contributor
Regular Contributor

Re: Cannot connect to 2.4GHz

What devices are you trying to connect to 2.4ghz?  If its a windows device, you may need to go into settings, and delete the Wifi Network and saved password out, and then make it re-connect and ask you for the password.  

You mentioned you factory reset the Router, are you using the default password supplied with the modem?

Have you tried changing the password to something else in the Web Interface in the modem and then tried to connect?

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EthelG
New Contributor
New Contributor

Re: Cannot connect to 2.4GHz

I'm trying to connect a Sonofi smart wifi plug which can only connect to 2.4GHz and a Canon printer. I am using the default password that came in together with the router. That's another problem. I have tried to log in the router admin page using 'optus' as the username and the default password of the wifi network but it does not accept the default password. I called Optus tech support and was told that they cannot do anything about it if the password is not accepted as they cannot change the password on their end. I was told the router needs to be replaced if this was the case. I told tech support the router has been changed 3 times already, the recent one was today.

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pwright
Regular Contributor
Regular Contributor

Re: Cannot connect to 2.4GHz

Have you tried factory resetting the router with a Pin on the bottom to put it back to defaults?

The default username and password for the Web Interface should be on the sticker of the modem to get into the Interface.

Support are correct, they can not reset the password on the modem remotely.

 

If you reset it with a Pin, the Wifi Password should be back to the password on the same sticker for both 2.4ghz and 5ghz Wifi Networks.  Which modem did you get the White or the Black one?

 

 

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EthelG
New Contributor
New Contributor

Re: Cannot connect to 2.4GHz

Yes, I tried restoring to factory default settings. I did it twice, but still I cannot connect to the 2.4GHz and the password is still unacceptable in the router admin page.

 

I got the black Sagemcom.

 

I solved the problem by using a previous Asus router that my internet service provider back in Singapore provided. I moved to Sydney last year. Just for the heck of it, I plugged the Asus router and it still works. This is already the 3rd day since and we haven't had any dropouts. We can now connect to both 2.4GHz and 5GHz. 

 

I therefore conclude that the Sagemcom routers that Optus provided us is substandard and no good. They replaced my router thrice but none of them solved the problems we had.

 

Do yourselves a favor if you're experiencing the same problems. Replace those Sagemcom routers and spare yourselves from stress and anxiety. For 7 weeks, that's all it ever gave me. I wish I had remembered I brought along with the Asus router I had from Singapore.

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pwright
Regular Contributor
Regular Contributor

Re: Cannot connect to 2.4GHz

I'm so glad you have managed to resolve the issues, if you dont intend to use the VOIP Home Phone part, I agree you are much better using your own router, as the Sagecom ones are not the best.  Glad you are up and running with your Asus Router Smiley Happy

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Flotterz
New Contributor
New Contributor

Re: Cannot connect to 2.4GHz

I have the same problem with our Optus Sagemcom F@ST 3864V3AC. Both bands have been working fine for almost 2 years and just in the last couple of days I can't connect any device to the 2.4GHz band. Keep getting the error message that the password is incorrect. It is correct. The password is a custom one that I have been using since the modem was new, but the SSID is the factory assigned one. This is really frustrating.

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Vin_YC
Moderator
Moderator

Re: Cannot connect to 2.4GHz

Hi there @Flotterz, thanks for reaching out to us here.


I'd recommend having a look at our device guide for the Sagemcom Gateway F@ST 3864 and performing a Restore to factory default settings.  This will restore your wifi password to the default password that the modem came with.  Once you've done this, please try connecting to the wifi with the default password.  If you're successful in doing this, you can then try changing the password and seeing if you're still able to connect to the new one.  You may also need to go to the wifi settings on your device and clearing out any previous wifi settings as well.


Hope this helps.

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Flotterz
New Contributor
New Contributor

Re: Cannot connect to 2.4GHz

HI, thanks for the reply. Well, I managed to solve the problem in a most unexpected and bizarre way. I tried again this morning to connect to the 2.4GHz network on my iPad and got the 'incorrect password" message. So, without changing the password in the router GUI, I entered the original factory password. That sent the router into a total meltdown. I lost both the 2.4 and the 5GHz networks and when I checked out the modem, the green lights were flashing on and off in sequence back and forth across the front panel. So, I did a hard reboot of the modem (power cord out for 30 secs then reboot) and hey presto, both networks are back working with the custom password. I should point out, that I had tried re-booting the modem several times before without success. Looks to me like something strange happening in the memory of the mnodem itself that I managed by chance to correct by messing with its mind. Anyway, problem fixed, for now.........

Tina_YC
Moderator
Moderator

Re: Cannot connect to 2.4GHz

Thanks for getting back to us with an update, @Flotterz. That's quite odd! I'm glad that all sorted now.


If you run into any other issues, please let us know. Tina. 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.