mk42
Level 2: Rookie

2.4Ghz very weak on latest Arcadyan firmware

A few days after switching to the NBN with an Arcadyan Gen 2 smart modem I started to have trouble with my printer -- it would stop and start and maybe print the first few lines of a page before giving up and spitting out the paper. I found it strange because I thought I'd tested it when I first installed the new modem, but figured oh well, maybe I overlooked it. It turned out the printer was the only thing in the house connecting on 2.4Ghz, and while the printer was connected it would report a wifi signal strength of only 10-15%. So I turned band steering off and tried connecting other devices to the 2.4Ghz wifi, and they all had issues too -- the 2.4Ghz network signal strength was incredibly poor, the network sometimes wouldn't even appear as an option to join, and if a device did manage to connect then throughput was effectively zero.

 

I tried manually setting the channel of the 2.4Ghz network to each of the 13 options, with no improvement. Tried forcing Channel Width to 20MHz. Tried turning Wifi PMF off. Tried a factory reset.  Even when I placed the printer right next to the modem I only got a signal strength of ~20% and it still didn't reliably print.

 

Right, I thought, it's a dodgy modem. Talked to Telstra, got a replacement modem sent out. Connected it on the weekend. Printer works properly with wifi strength of 90%, yay. Firmware version is 0.10, that's OK, it'll update itself before long. All looks good...

 

... until today, when the printer is back to its old tricks and reporting wifi strength of 12%. Turned off band steering in the new modem, tried other devices, it's all the same problem as before... and oh, look at that, the modem just updated overnight to firmware version 0.13.01r.

 

So at this point I've had two different modems give exactly the same problem, but only after upgrading their firmware, which makes me think there's a problem with version 0.13.01r.  But I haven't found anyone else with the same problem, which seems odd if it is a firmware issue.

 

Really have no idea where to go from here. I can only imagine that another replacement modem would just do the same thing once it reached the latest firmware. It's like the 2.4Ghz is permanently running on ultra-low signal strength ever since the firmware update (but I've checked the Output Power setting too and it says 100%). If there was a way to downgrade to the previous firmware I'd do it, but I don't think the Arcadyans allow that.

 

Any suggestions would be appreciated!

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6 REPLIES 6
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: 2.4Ghz very weak on latest Arcadyan firmware

I don't have a solution to your problem except for asking for the Technicolor version of the Smart modem as a replacement. Something on your network is upsetting the modem as it only seems to effect a few people. It appears the firmware 11.11r is the cause of the problem but is only effecting a small number of modem's. I have this modem and have no problems with the 2.4 GHz WiFi but others have had the same problem. See post below.

Discussion: Arcadyan Firmware Update Notes - Telstra CrowdSupport - 889259

mk42
Level 2: Rookie

Re: 2.4Ghz very weak on latest Arcadyan firmware

Thanks for the link, it's nice to know I'm not the only person to see this problem. Hard to know what on the network might be contributing to it as nothing is all that old or obscure: iPhones, Dell computers, Canon printer, Sony TV. There's an AppleTV 3rd gen but that's as old as it gets. Maybe I'll try selectively switching things off when I get some time to see if that makes any difference.

mk42
Level 2: Rookie

Re: 2.4Ghz very weak on latest Arcadyan firmware

In case anyone in the future finds this post and wonders what happened, here's an update.

 

I called Telstra support, spent an hour with them trying various settings and resets etc that I'd already tried myself before they gave up and escalated the problem to 2nd level support.

 

2nd level support were supposed to call me back in 2 days but it ended up being more like a week. But when they finally called they were much better to talk to. I asked about getting a Technicolor replacement but they said that wasn't possible because the Technicolors are old and everyone is getting the Arcadyans now. They were on the verge of sending me another replacement when they saw I'd already had one and told me they'd need to consult with their team to see if there was anything else they could try first.

 

After waiting for another week they called back and said they would send me another replacement modem. I asked again about the Technicolors but was given the same answer.

 

Arcadyan #3 arrived a few days ago and I plugged it in on the weekend. Firmware was version 0.09 out of the box and upgraded to 0.10 within an hour or so of plugging the modem in. 2.4Ghz looked strong, just like it did for modem #2 on version 0.10.

 

There were some theories in the thread linked above that the problem was related to versions 0.11 & 0.12 of the firmware. So this time around I did the following while waiting for the firmware to update:

 

- Turned band steering off and switched every setting I could to disable 2.4Ghz: disabled the 2.4Ghz network, set output power to 25% (the minimum available), turned Wifi Radio off for 2.4Ghz. In theory some of these settings should have been irrelevant with others set as they were, but my trust at this point was pretty low.

 

- Only connected the most important devices to the 5Ghz wifi, in this case two Dell computers and nothing else.

 

- Also did a few other things that really shouldn't make any difference at all, but like I said my trust was low and I wanted to minimise any possible avenue for any strange contributing factor. So I didn't change the wifi network name or password (which I had done previously), didn't change the admin password, didn't plug my landline handset in, and didn't plug the modem into my surge-protected power board (just plugged it straight into the wall instead).

 

This morning the firmware hit version 0.12, and I let it be. This evening it reached 0.13. I switched all the 2.4Ghz settings on, and found to my relief that it seems to be working as expected.

 

Tl;dr: for the first time, I have decent 2.4Ghz signal strength on a modem running 0.13 firmware.

 

I have no idea if any of things I did made the slightest difference, or if this modem just happens to not have the problem that the other two did. Right now I'm just happy it's working.

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: 2.4Ghz very weak on latest Arcadyan firmware

His - Great workaround and thanks for sharing your experiences with the readers.

 

Telstra may have done this with you already but if it re-occurs in the future try turning OFF Protected Management Frames in the 2.4 Ghz screen and SAVE to see if that fixes the problem - if you have a low cost entry legacy Canon WiFi Printer , it may not support PMF - I think it was introduced in 0.11.11r - can't recall.

mk42
Level 2: Rookie

Re: 2.4Ghz very weak on latest Arcadyan firmware

Thanks. So far the printer is behaving nicely with PMF on, although at this stage I've only printed test pages.

 

I should also have mentioned that after my earlier posts I downloaded a wifi scanner app to my phone and was able to see just how poor the 2.4Ghz network was. From the next room it was in the -90 to -95 dBm range, and from two rooms away it wouldn't even show up on the list. This was very helpful when talking to 2nd level support (1st level not so much) as I was able to quickly tell them exactly what the problem was and they were technically savvy enough to understand what I was saying.

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: 2.4Ghz very weak on latest Arcadyan firmware


@mk42 wrote:

I asked about getting a Technicolor replacement but they said that wasn't possible because the Technicolors are old and everyone is getting the Arcadyans now.


I'm glad you resolved the issue however, this is a completely false statement made by the assurance team

Both were released at the same time and are both still have active lifecycles

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

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