Unable to connect to 5ghz wifi SSID

[Jasecha]

Hi Team, 

I am unable to connect to my 5ghz wifi network on multiple devices i.e iphone, windows 10 device, TV etc

my modem is a TP-Link VR1600v with a green 5G light lit up solid. 

i have checked the settings, enabled/disabled 5G, hide/unhide SSID, changed SSID, changed password with no luck. 

could you assist me with this issue? 

the device information as follows 

Firmware Version: 0.1.0 0.9.1 v5006.0 Build 180828 Rel.56416n
Hardware Version: Archer VR1600v v1 00000000

[peter_k]

Welcome to TPG Community,

Could you PM (Private message) me your customer ID, username, service address or mobile number so I can check the status here.

To learn how to send a private message, click here.  

Regards,
Peter

[Jasecha]

Hi peter,

I have sent you a PM

Can you advise next steps?

Jason

[Jasecha]

Hi Peter, following up on my issue.

Any suggestions for resolution?

[Anonymous]

Hi @Jasecha,

We'd like to confirm if all devices are unable to connect with 5Ghz wireless frequency. In the event that only a specific device(s) is having issues to connect with the 5GHz Wi-Fi it could be the Wireless Frequency Compatibility issue.

You may try to change the channel of the 5Ghz to check if it will work. Please see links below.

Wireless Channel on your modem - what is it and why should I change it?.

[Jasecha]

Hi Shane,

as mentioned All devices do not connect to the 5ghz network.

I’ve tried changing frequency to auto to each of the frequency with a reboot and does not work.

Please advise next steps

[Anonymous]

Hi @Jasecha , please PM us your best contact number and most convenient time to receive a call so we can arrange one of our Senior Technical specialists to contact you for further assistance. Thank you.

[Jasecha]

Hi @Anonymous i have sent you a PM with my contact number. 

i am available to discuss now with the senior technical consultant

[Jasecha · Accepted solution]

Hi all,

Letting you know that the issue has now been resolved.

A replacement modem was sent out to me and after working with the technical support team over the phone and I am now able to connect to the 5Ghz network.

Thank you for all your help