Cats51
Level 1: Cadet

Devices not connecting to Wifi

I'm unable to connect certain devices to my Telstra Modem Wifi. Home computer and ipad connects fine, however my phone will continually drop out, require the password, reconnect and then almost immediately drop out and say that the password is incorrect (when it is correct). This has started to happen on other devices. Have tried turning modem on/off and have done a reset.

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4 REPLIES 4
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Devices not connecting to Wifi

Hi..  you are not the first to have this sort of issue..

 

Firstly, what sort of internet service do you have and what is the make and model of the Telstra modem (label on the bottom, if you you can't get to the modem user interface).

 

Have you made any changes from the modem defaults?

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Cats51
Level 1: Cadet

Re: Devices not connecting to Wifi

Hi, 

Modem is a Gen 2 Telstra Smart Modem. Haven't made any changes to the default setting.

 

Thanks

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Devices not connecting to Wifi

OK..  there are two versions (models) of the Smart Modem 2 - both have had reports of the Wi-Fi facility failing..  this usually the 2.4 GHz band while the 5 GHz band is fine..

 

By default the modem runs in 'band steering' mode, whereby the two bands use the same Wi-Fi network name and the devices pick the band that they are capable of..

 

To test if your modem has both bands working, you need to disable bans steering - go to the modem user interface at 192.168.1.0 in a browser and then log in using the username of admin and password of Telstra..

 

Navigate to the Wi-Fi page and locate the Bandsteering setting and turn it off (uncheck) then save the settings..

 

Now, when you try to connect a device by wifi (not using WPS), in the list of available networks you will see two  with the same name, one of which will have -5G appended to the end of the name..  If you can only see the -5G name, then the other band has failed and you will need to contact Telstra to arrange a replacement..

Note:

1. to reconnect any existing working devices, you will need to connect them to the -5G network (password is the same)

 

2. While you are looking at the modem settings, look for settings (one in the 2.4 GHz area and another in the 5 GHz area) for Protected Mode frames or PMF. Disable (uncheck those and save the settings (you'll need to do each one seperately and save each time). PMF is known to cause issues with some device Wi-Fi  hardware.

 

 

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Devices not connecting to Wifi

What make & model phone do you have?.

 

Also, which other devices are exhibiting the issues that you described?.

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