Zigabee Smart Gateway fails to connect to Bell Giga Hub 2.4GHz wifi

[rlight57]

We have been unable to connect a Zigabee Smart Gateway hub to our Bell Giga Hub router (FAST 5689E) using the 2.4GHz WiFi as recommended by the manufacturer. All other devices such as video cameras, appliances, Alexa, etc., all work fine on the same 2.4GHz WiFi. I've contacted Bell's support and they say that they have done all they can to try and fix the issue. The hub manufacturer states: "Please make sure that your router is a Wi-Fi 5 router, or you can turn off the Wi-Fi 6/802.11ax mode of the 2.4GHz Wi-Fi in the Wi-Fi 6 router. Our device cannot connect to Wi-Fi 6 network."

We are using this gateway to try and connect some motorized blinds to Alexa. Does anyone have any suggestions to make this gateway work with the Bell Giga Hub?

I have tried to connect it using both the Smart Life and Tuya Smart apps for android. In both instances the apps fail to find the device when the 2.4GHz WiFi is used.

Thank you for any help that you can offer!

[Lynda1]

Hope you called Bell technical support. I needed the 2.4 for my pellet stove. The technician was awesome and so helpful. She even tried to do it for me but that didn’t work so she walked me thru the steps. Painless!  

[rlight57]

Thank you, @Lynda1. I did call Bell tech support twice, but both agents insist that they don't know why this gateway isn't working with their 2.4GHz WiFi. I even had a new replacement Zigabee smart gateway sent to me to try, and it still fails to be recognized by any app using the 2.4GHz WiFi.

Thanks you your advice and help though!

[BellPatricia]

Hey there @rlight57 

Thank you for your post 🙂

What exactly happens when you do try to connect? You mention above that Zigabee advised 'Please make sure that your router is a Wi-Fi 5 router, or you can turn off the Wi-Fi 6'. Did you turn off 6Ghz in your modem GUI?

@BellPatricia 

[rlight57 · Accepted solution]

Hello Patricia. Thank you for your inquiry. The WiFi 6 has always been turned off on my account. However, I have successfully now connected the Zigbee using a different configuration method for the gateway instead of what the manufacturer's instructions provided. So, everything is finally working correctly now. Thanks!

[Chucky980]

I am having issues connecting with items that use 2.4ghz also. I had to have my modern replaced once and now I spent 2 hours with 2 different support assistant s they got it working for like 5 minutes

[BellPatricia]

Hey there @Chucky980 

Welcome to the Bell Community. 

Which modem do you have, and what exactly happens when you try to connect? Do you get a certain error message?

@rlight57 - Can you share more information about the configurations that worked for you? Perhaps it will also resolve the connection issue that @Chucky980 is having.

Thank you!

@BellPatricia 

[Chucky980 · Accepted solution]

Technician came turn something off from automatic. The modern was switching the connection from 2.4ghz to 6ghz and causing the items that only have 2.4ghz capability to not connect. Been overnight so far and all is well.