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Devices cannot connect to Helix

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Chevalier

Devices cannot connect to Helix

I have a couple of devices (for example, an LG tablet and a PS Vita) that try to connect to my Helix network but are unable to - and it appears that it's the router that's not allowing the connection. Why would this be? Any suggestions to force the connection?

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Moderator - Solution Expert

Re: Devices cannot connect to Helix

Hi!

Is the password straight-up refused ?

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Moderator - Solution Expert

Re: Devices cannot connect to Helix

Were you able to get the issue resolved?

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Chevalier

Re: Devices cannot connect to Helix

The issue is partly resolved... Videotron said I should not split my network (into separate 2.4 & 5ghz networks) so I combined them into one and the devices now connect, except often it says I'm connected but with no Internet?
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Moderator - Solution Expert

Re: Devices cannot connect to Helix

Hi!

Combining both networks ia a bit of a double-edged sword. It's super optimal and recommended if you're using exclusively newer devices, but older devices might have some problems with that. 

Routers sold in the market right now pretty much all combine both networks, by default. 

 

Does the "no internet connection" issue happen on all devices, at the same time ?

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Chevalier

Re: Devices cannot connect to Helix

No, it only appears to affect a few devices intermittently
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Moderator - Solution Expert

Re: Devices cannot connect to Helix

In that case, here is what you could do:

 

1- Connect yourself to your HelixFi mobile application.

2- Click on the Network tab.

3- On top of the app, click on the pen

4- You should be able to put a checkmark in Use different names and passwords for 2.4 and 5 GHz WiFi.

5- Name each network differently and put a password too. Do not forget to Apply Changes.

6- You should be able to connect manually to the network of your choice and see if everything is more stable.

 

Have a good day!

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