Can no longer see both 2.4 and 5G wi-fi networks

[jtgraham]

Hi.  I had previously set up both a 5G and a 2.4G wi-fi network on my Valerie modem but now I see only 2.4.

When I connect from a browser directly to the Valerie modem I don't see any options for managing both:  just one network named xxx_2.4, where the primary network had been set up as xxx.

Also, my computer has a wired connection that it shows as xxx.

    Any suggestions?

[VirginPlusAntgio]

Hey there @jtgraham , 

Welcome to the Community and thanks for your post. 

Have you verified to ensure that your settings might have reverted back to it's original settings and that you may need to re-separate both networks? Another thing that you can try if separating the networks doesn't work is to factory reset your modem.

Let the Community know if you have more questions.

[jtgraham · Accepted solution]

Thanks for your reply but the issue was that the modem was defective.  It has now been replaced.  I can now see the options for managing both 5G and 2.4G wireless networks.

[Hjm]

Hello , may I ask how you set up the 5g and 2.4ghz? I see it on my wifi options as I need to connect to my smart led bulbs but I don’t know the password for those two wifi.

[Sne0108]

Hey jtgraham, I woke up to this issue as well this morning. Question, did you also have "new device connected" on the little display showing constantly? 

[source]

I have the exact same issue.. the 5G network it's missing and I have that message 'new devide connected' on the little display too. after rebooting the router the message it's gone, but I'm not able to see the 5g network anymore.

[VirginPlusKris]

Hi there, @Sne0108 and @source. Thank you for your posts.

We had wanted to follow up and see if you were still having issues finding your local network. If so, could you attempt a factory reset of your modem? This can be done by pressing and holding the reset button for 30 seconds and then following the instructions when you reconnect to your home internet.

If this does not remedy the issue, a replacement may be needed as suggested by @jtgraham.

Let us know if a reset helps. Looking forward to hearing back from both of you.

[Chafik]

Same Problem here since a week or so.

Since I am not the only one, I guess Virgin or Bell did update the firmware of the modem and messed up something. Probably they will never admit it or they don't know.

[Sne0108]

@VirginPlusKris I chatted with a tech, she said she "unlocked" all the advanced features under Manage my WI-FI on my modem and asked me to so a factory reset. That made my modem unresponsive (I couldn't access it via 192.168.2.1), so I was sent a replacement. 

Woke up this morning to see "New device connected" on the display and advanced features Manage my WI-FI disappeared, basically the same issue my previous modem had. What is going on???

[Danking]

My modem was replaced just 3 days ago. I set up everything, 5.0 & 2.4 GHZ, guest, named all the devices etc. and today on 4th morning everything gone.

I can't see the advance option where you can separate the primary network.

I can only see 2.4GHz one. 

Don't want to take the risk of factory reset.

[Chafik]

Yesterday, I called Virgin. The tech explained to me that the last modem update added a feature to optimize your wifi. Basically, the default setting is to have one ssid for both 2.4 and 5 GHz to let the devices negotiate best WiFi frequency to use based on the signal strength and quality etc.

But you can revert back to the previous setting by deactivating in the modem options the feature. It is called something like "all home wifi" or something,  then you can rename individually the 2.4 and 5GHz ssid to differentiate them so that you can manually connect to each of them.

[Sne0108]

@Danking 

So I saw @Chafik 's response below and decided to look further in my modem settings... try the following:

Log into your modem (192.168.2.1) and click on "manage my wi-fi". Then in the new popup window top right you'll see "Whole Home Wi-fi, Let Valérie optimize Wi-Fi throughout your home " click on the toggle to turn it off.  after that you'll see 2.4 & 5.0 both show, and below that you'll see the button for "advanced settings"

Now, you can set 2.4, 5.0 and guest separately with individual names, and also turn off the broadcast SSID (what i mainly wanted) 

UNFORTUNATELY... still no Internet Access Manager... and the little display on my modem still has the stupid "New device connected" message.

But hey, at least we can manage our wi-fi lol

[Rob88]

Yea I have the same problem and it automatically switches it over night, something with the firmware and is also cause my ps5 to only produce 10% of its mbps every time that new device connected thing shows up my ps5 speeds drop 90%

[Rob88]

Same thing woke up yesterday with my new modem saying new device connected I’m signed out of 5.0 networks and also my Ethernet connect ps5 is only getting 30mbps and 10 upload when before was getting 325mbps and 112 mbps upload. 

[Rob88]

Most be something on the 21st because same thing here and for some reason even affecting speeds on my ps5