3 Messages
Base Station keeps disconnecting
I have been experiencing issues with the base station for a few months now. It routinely disconnects, at least once every day, from Wi-Fi. I am unable to control it from the app as I keep getting a quote station is busy "message so I can only control it from the keypad, also it randomly just told me one day that it lost contact with the monitoring station. Throughout several chats, I have done all kinds of troubleshooting: removing a battery and waiting three minutes taking the unit apart, removing the cellular module and turning it 180° and then reinserting it, etc. etc. the problems have persisted. I have even moved it about 10 feet from the router and verified it's on a 2 GHz signal. I should also know that I work from home and I have a really stable network that allows me to do my job without any dropouts or slow down. this is the only unit giving me trouble, after several attempts at troubleshooting, the text support folks handed me over to the phone support who instantly ordered me a Wi-Fi extender. If I understand correctly that there is nothing special about this Wi-Fi extender. How will it solve my problems if my unit is already pretty close to the router? Furthermore, would a extender actually cause issues with my mesh network? I have a mesh network so that I don't have to have extenders. I try to explain this to the phone support technician but I don't think she understood. My question really is: at what point do we stop troubleshooting and trying all these things and just declare that this base station and replace that? Has anyone else gone through a similar situation?
captain11
Captain
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6.1K Messages
5 months ago
@lucadea846 Suggest you call support and ask for a supervisor; be polite but firm. If not available, ask for a call back. Once you reach one, have him or her read your account notes and ask for that replacement. To answer you last question, no, I have never gone through all that with my system.
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emily_s
Community Admin
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3.3K Messages
5 months ago
@lucadea846 Other Wi-Fi-enabled devices can take up bandwidth on your network, which could maybe be the reason why the Base Station keeps dropping its connection. With the Wi-Fi extender our Support team is sending you, it can create another network that you can connect the Base Station to, which should eliminate this potential bandwidth problem. The extender should not cause any problems with your mesh network.
But if the Base Station continues to drop its Wi-Fi connection even with the extender, that could indicate an issue with the device. In that case, our Support team can help with a replacement.
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