Huawei HG659b not broadcasting 2.4ghz - though 5ghz fine. Consumer rights

Forums › Spark New Zealand (including Skinny and BigPipe) › Huawei HG659b not broadcasting 2.4ghz - though 5ghz fine. Consumer rights

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37 posts

Geek

#1611307 14-Aug-2016 08:15

mdf:

Sounds like you've tried all the obvious troubleshooting and the router has developed a fault.

However, on the off chance you haven't already tried it, have you checked that the router is set to broadcast the SSID (i.e. the 2.4 GHz network isn't hidden)?

Yes I have checked that in the router settings and have tried changing the SSID too with no joy

Finknz

37 posts

Geek

#1611309 14-Aug-2016 08:17

Jedsdad:

The first thing I would check is that the firmware is up to date, it should be V100R001C227B020

This is found under Maintain / System Information.

Also check the Wlan Information to ensure it is on and SSID etc is correct.

You can also try turning it Off and On under Home Network / Wlan Settings

Well thats my 2 cents worth for now! LOL

Yes the firmware was upgraded to that a while back. Pretty much have turned most obvious options on and off like you say, but nothing happening there.

scuwp

3885 posts

Uber Geek

#1611311 14-Aug-2016 08:27

This appears to the the same modem VF supply? If so recently had mine replaced with the exact same fault. A search on VF forums found this is a not an uncommon problem with these modems. After a few days back and forth doing the usual fault elimination stuff they just sent a replacement. Definitely push the warranty. Perhaps a quick Google search could reveal some supporting evidence for you to use that this isn't a one -off.

My thread will be somewhere on GZ if you run a search.

Lazy is such an ugly word, I prefer to call it selective participation

RunningMan

8953 posts

Uber Geek

#1611312 14-Aug-2016 08:34

scuwp: [snip] My thread will be somewhere on GZ if you run a search.

http://www.geekzone.co.nz/forums.asp?ForumId=40&TopicId=191735

Finknz

37 posts

Geek

#1611313 14-Aug-2016 08:35

Yes it is the same modem. I cant seem to find the post on GZ about your issue but this was a post I found that seemed to have the same issue. https://community.vodafone.co.nz/t5/Broadband-services/Huawei-HG659-2-4-GHZ-wifi-doesn-t-work-anymore/td-p/189477

Thanks for the info.

Finknz

37 posts

Geek

#1611314 14-Aug-2016 08:36

RunningMan:

scuwp: [snip] My thread will be somewhere on GZ if you run a search.

http://www.geekzone.co.nz/forums.asp?ForumId=40&TopicId=191735

Thanks!

Wheelbarrow01

1723 posts

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Trusted

Chorus

#1611676 15-Aug-2016 07:57

Hi Finknz,

Iam vexed that our support team would recommend enlisting the help of our Tech Wizard team who charge to help sort out issues with your own equipment (laptops, printers etc). On the surface it seems clear that this is a hardware failure - and that hardware was supplied by Spark and sounds like it's still under warranty. To that end I am disappointed that you were not taken at your word and a replacement modem dispatched under warranty. It's clear you've done more troubleshooting than we'd expect of most people.

I am happy to look into this further for you. We record the dates that we dispatch modems on your account, so it's easy to confirm your modem is under warranty or not, and I am happy to send you a replacement one if it is.

Please send me a private message with your account number and contact number and I will look into it for you.

In terms of the Consumer Guarantees Act, it's pretty clear cut in my opinion - if the modem was, but is no longer, operating on the 2.4GHz frequency then it's no longer fit for purpose.

Many thanks,

Simon

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

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DarthKermit

5346 posts

Uber Geek

Trusted

#1611678 15-Aug-2016 08:08

Do you know if there has been a number of router faults like this?

Wheelbarrow01

1723 posts

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Trusted

Chorus

#1611757 15-Aug-2016 10:34

DarthKermit:

Do you know if there has been a number of router faults like this?

I have not heard of this being a wide issue - however my expertise is in broadband provisioning at the back end. I don't normally deal with issues such as this, but in this case it's clear the OP has been getting the run around, so I'm happy to put that right. The OP has provided me his proof of purchase confirming his modem is under one year old, so I am happy to send him a new replacement modem today.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Finknz

37 posts

Geek

#1611773 15-Aug-2016 10:54

Thanks to Simon for sorting this out. I knew I could rely on geekzone to solve this one

mdf

3513 posts

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Trusted

#1611830 15-Aug-2016 11:16

Wheelbarrow01:
DarthKermit:

Do you know if there has been a number of router faults like this?

I have not heard of this being a wide issue - however my expertise is in broadband provisioning at the back end. I don't normally deal with issues such as this, but in this case it's clear the OP has been getting the run around, so I'm happy to put that right. The OP has provided me his proof of purchase confirming his modem is under one year old, so I am happy to send him a new replacement modem today.

This is one of the (many) reasons Geekzone is awesome.

richms

28168 posts

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Trusted

Lifetime subscriber

#1611831 15-Aug-2016 11:17

What about a resolution for the issue that staff of spark were giving out misleading information about the customers rights and therefore violating the FTA in the process?

Richard rich.ms

Wheelbarrow01

1723 posts

Uber Geek

Trusted

Chorus

#1611876 15-Aug-2016 12:27

richms:

What about a resolution for the issue that staff of spark were giving out misleading information about the customers rights and therefore violating the FTA in the process?

I'm onto that as well

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

linw

2849 posts

Uber Geek

#1611968 15-Aug-2016 14:41

Got the big stick out, WB01?

ranavita

2 posts

Wannabe Geek

#1624861 6-Sep-2016 23:45

I have issue with Huawei modem. Rebooted the modem after unchecked 2.4 Ghz mode. Laptop wifi can't connect because it can see neighbor's wifi but not mine. Checked again 2.4 but still same issue. iPad android phone can connect but laptop and chrome cast can not see the wifi at all. Neither the Linux laptop nor the Windows laptop.

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