Yale Wifi Smart Home Hub won't connect to NetGear AC1750

[Douglas426]

Yale tech line requested I get a reservation # from my ISP -- DHCP.

My ISP did not know what that was and said I should check with my wifi router mfg.

Anybody know what they were talking about ?

[plemans]

Maybe they're meaning a static ip address or a reserved ip address? 

You might get more/better help on here if we get details. 

1. what actual issue are you having? (in details, the more we know, the better we can help) 

2. what modem do you have? 

3. what router do you have (ac1750 is a speed, not a mode. )

4. what firmware is on the router? 

[Douglas426]

1. what actual issue are you having? (in details, the more we know, the better we can help) 

Can not connect to Yale smart hub-- yale tech support says it's because my router will auto switch between 2.4 ghz and 5 ghz 

2. what modem do you have?  

NETGEAR Renewed C3700-100NAR C3700-NAR DOCSIS 3.0 WiFi Cable Modem Router with N600 8x4 Download speeds.

3. what router do you have (ac1750 is a speed, not a mode. )

AC1750 Smart WiFi Router--Model R6700v2

4. what firmware is on the router? 

Not sure -- how do I find?

Thanks for your help 

[plemans]

A couple things. 

1. you're cascading routers and it causes a double nat. Both the C3700 and the r6700 are routers. Is the r6700 in access point mode? or the c3700 in modem only mode to prevent a double nat? 

2. Both routers are dual band. So you can connect to either band as needed. If the yale doesn't support 5ghz, it won't connect to it. If it does, connecting to it shouldn't be an issue. 

What actual issue do you see in the app? And are you connecting it to the c3700 or the r6700?

[Douglas426]

I have to make a correction -- \

I do not have a C3700 --  I have a Arris Touchstone Model CM8200A modem along with the r6700

The issue is I can't get the yale phone app to connect to the wifi at all  

[plemans]

Can't get the yale phone app to connect to the wifi....

the app doesn't connect. Your phone does. 

You can disable smart connect on your router to ensure you're connected to the 2.4ghz. 

Got screen snips of the yale app failing? 

And during what process?

[Douglas426]

I just got off the phone with Yale tech support. the are sending a new wifi module. I have no expectation that that is the issue. We will see.

Thank you for your expert help!