Hello, sorry about that situation. Please contact our tech support directly by phone or chat, an agent will be able to remotely check the status of your Helix gateway and see if the 2,4 GHz radio is enabled. Otherwise, a factory reset is recommended:
v1 (black): please take a pen or a needle and insert it in the reset hole/button.(back of the gateway) for about 30 seconds, then you will see the light turning off.
v2 (white): please press on the WPS button on the back of the gateway- for 60 seconds, so until the LED starts to blink white.
After that, release and wait a moment.
Then connect back to Helix Wi-Fi using the default values written underneath the gateway.
Last step is to open a browser and navigate to 10.0.0.1 to follow the quick setup. You can also configure the gateway through the app by scanning the QR code underneath that device.
Thank you, have a nice evening and a great weekend.