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EX7500 5Ghz connection issues with Virgin Hub3.0

CTagg
Aspirant

EX7500 5Ghz connection issues with Virgin Hub3.0

I have a EX7500 that has 5Ghz connection issues with my broadband Virginmedia Hub3.0. The EX7500 is continually problematic and is not a stable product. It is very difficult to set up as the initiation of the EX7500 as a WiFi extender even when right next to the Virginmedia Hub 3.0 (less than 12 inches), still represents connection issues. However I can connect any 5Ghz capable device to the Virginmedia Hub3.0 without any issues. I have an older Netgear Extender which is fine, but the EX7500 has always been problematic and can cause from time to time issues with the actual Virginmedia Hub 3.0 when connecting to 2.4Ghz or 5Ghz. The EX7500 when you can login to it shows it is connected to 2.4Ghz but disconnected on 5Ghz to the Virginmedia Hub 3.0. When you turn off the EX7500 completely most of the WiFi in range to the Virginmedia Hub 3.0 stays connected on both WiFi frequencies without issues. Can someone help as to why the EX7500 is so problematic?
Model: EX7500|AC2200 Nighthawk X4S Tri Band WiFi Mesh Extender
Message 1 of 10
plemans
Guru

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

Which firmware is on the EX7500?

Did you set it up connected to the virgin hub using WPS?

 

Message 2 of 10
CTagg
Aspirant

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

The most updated version of the firmware is loaded on the EX7500 and yes set up as WPS.
Message 3 of 10
plemans
Guru

Re: EX7500 5Ghz connection issues with Virgin Hub3.0


@CTagg wrote:
The most updated version of the firmware is loaded on the EX7500 and yes set up as WPS.

Which version? The most "updated" sometimes isn't, is a bad version, or it changes and if others have this issue, the actual number helps. 

don't install it using wps. Virgin hub router implemenation of wps sucks. It creates all kinds of issues. 

Factory reset the EX7500 and then install it using the installation assistant and not wps. 

 

Message 4 of 10
CTagg
Aspirant

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

Ok thanks. Just tried installation again from scratch straight after factory reset using installation assistant (which isn’t great either) and the same issue exists. No connection on 5Ghz.
Message 5 of 10
plemans
Guru

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

Firmware on the EX7500?

No connection to 5ghz as in you can't connect a device to the extender or you can't connect the extender to the router?

You need to be specific

Message 6 of 10
CTagg
Aspirant

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

Ok when logged into the EX7500 locally it shows that 2.4Ghz is connected to the Virginmedia Hub 3.0 router, but 5Ghz isn’t.

However 5Ghz works fine on the Virginmedia Hub 3.0 as I can connect directly to the Hub 3.0 with any of my devices (e.g., iPhones, iPads, Laptop, Smart TVs, etc...).

Is this specific enough?
Message 7 of 10
plemans
Guru

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

Do you have a screen snip of your extender status page? 

What channel are you using for 5ghz on the virgin hub?

Message 8 of 10
CTagg
Aspirant

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

Channel 132 as EX7500 states best connection speeds are seen between channels 100 to 140.
Message 9 of 10
plemans
Guru

Re: EX7500 5Ghz connection issues with Virgin Hub3.0

Try setting the virgin hub for the lower 32-48 or the higher 149-165. 

the other channels are dfs channels (for some areas) and can be disabled by active radar. 

 

Also, when running setup, unclick the "extender 2.4ghz band" check box. I'll attach a screen snip of what I mean. You can still use 2.4ghz but it'll rely on the 5ghz backhaul only. 

 

So change the channel on your primary router and then re-run setup on the extender. 

Message 10 of 10
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