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

Finknz

37 posts

Geek

#201316 13-Aug-2016 13:35

Hi, this morning suddenly my laptop couldn't find a connection to the home router via 2.4ghz, it doesnt have 5ghz capability, although computers on the lan and phones connecting via 5ghz are fine. I have reset to factory defaults and changed channels with no luck.

Spark support said there is nothing they could do as the internet was fine and told me to ring the Tech Wizards phone number which I see costs money? This router was supplied by Spark less than a year ago, what rights do I have to ask for a free modem replacement if they cant fix it? I would have thought they would have offered to replace it immediately. Just wanted to know where I stand before they call me back.

Googling this issue I could see some people from Vodafone had similar issues and their modems were replaced.

Thanks for any help!

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1828 posts

Uber Geek
Inactive user

#1611088 13-Aug-2016 13:43

unless you bought the modem outright I would expect Spark to replace it if your renting it from them as it is still their hardware and it's no longer really fit for purpose if 2.4GHz Wifi is no longer running atleast that's what I've had via Orcon

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1611091 13-Aug-2016 13:46

How did you confirm that it isn't broadcasting on 2.4GHz? Or just assuming that? Does a WiFi scanner on phones show the 2.4GHz network?

The most common problem with people who don't think there 2.4GHz is working is that a router set on auto channel jumps to CH13 and many WiFi devices won't support.

What fault diagnosis processes have you followed?

Finknz

37 posts

Geek

#1611093 13-Aug-2016 13:56

I purchased this router (spark billed me), i see it has a 24 month warranty. I've changed the channel from 1 to 6 to 11 with no luck. I've put it on Auto too. I've used Wifi analyzer and it shows around 4 neighbours modems. The neighbours show up when looking at available connections on the laptop. It doesnt show up via scanning through the phone, just 5G. Are there any steps that I could be doing that will help?

richms

28168 posts

Uber Geek

Trusted

Lifetime subscriber

#1611101 13-Aug-2016 14:55

Factory reset the router first, as it is possibly a software problem, otherwise the router is faulty and a replacement should be sent out to you.

Richard rich.ms

Finknz

37 posts

Geek

#1611106 13-Aug-2016 15:21

Factory reset was already tried.

So the conversation with Spark went something like this.

Hello sir I hear you are having issues with your modem. Are you aware that you will need to pay a subscription for us to be able to help you with it.

I said I don't think I should pay for a service if the product is faulty and under warranty.

So after talking with her superiors she said we can do a deal, you pay half price for a new modem?

I said why would I pay for a new modem when it is still under warranty. She said the modem can still work via 5ghz so it isn't faulty. Thats when I politely said I wont be paying for anything and I would like a replacement. So she asked what was the serial number on the modem and tried to change a few things remotely. After no success she asked me to try the old Huawei 630 which showed up immediately. End result is them investigating this further and they will get back to me. How long they don't know.

Posting this in case anyone has the same issue, cheers :)

RunningMan

8953 posts

Uber Geek

#1611107 13-Aug-2016 15:27

Finknz:

[snip]I purchased this router (spark billed me), i see it has a 24 month warranty.

That's probably your answer then.

mattwnz

20141 posts

Uber Geek

#1611108 13-Aug-2016 15:39

Even if you had it bundled, it should still be covered by the CGA. Eg if you win a prize from a company, even though you didn't pay for it, it still has CGA coverage. The modem price though will be paid for over the term of the contract, so it is built into the monthly price.

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Finknz

37 posts

Geek

#1611115 13-Aug-2016 16:07

Good to know. Yeah I spent $199 for the router and it was paid in one go on one bill. It will be interesting to see what they come back with for a solution. I'm not the sort of person who usually complains, I just didn't want to pay for something that I didn't have to.

mdf

3513 posts

Uber Geek

Trusted

#1611116 13-Aug-2016 16:13

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)?

Jedsdad

120 posts

Master Geek

#1611117 13-Aug-2016 16:14

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

Jase2985

13457 posts

Uber Geek

ID Verified

Lifetime subscriber

#1611121 13-Aug-2016 16:54

@wheelbarrow01

rugrat

3106 posts

Uber Geek

Lifetime subscriber

#1611269 14-Aug-2016 01:01

Have you tried logging into router and turning 5g off.

Then just have the 2.4ghz one on, or is there no signal at all if do this.

I had someone visiting and used the guest network and then lost one of my frequencys, same when turned it off, except power cycling modem fixed it both times.

bigalow

566 posts

Ultimate Geek

#1611271 14-Aug-2016 02:02

Finknz:

Hello sir I hear you are having issues with your modem. Are you aware that you will need to pay a subscription for us to be able to help you with it.

what ?? i have never heard a ISP asking for money / subscription to help with a modem

Finknz

37 posts

Geek

#1611305 14-Aug-2016 08:10

rugrat: Have you tried logging into router and turning 5g off.

Then just have the 2.4ghz one on, or is there no signal at all if do this.

I had someone visiting and used the guest network and then lost one of my frequencys, same when turned it off, except power cycling modem fixed it both times.

Yes I have tried that option, and nothing shows up.

Finknz

37 posts

Geek

#1611306 14-Aug-2016 08:11

biggal:

Finknz:

Hello sir I hear you are having issues with your modem. Are you aware that you will need to pay a subscription for us to be able to help you with it.

what ?? i have never heard a ISP asking for money / subscription to help with a modem

I was surprised when I heard that too. The avenue I went down was using Spark chat, they told me to ring Spark support, after they called me back they told me they couldn't help me and I would need to call the Tech Wizard team. Would be good to get some clarification from a Spark employee about why the modem issue wasn't able to be sorted out through normal spark support.

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