Pyronix Enforcer BT Smart Hub 2 and HomeControl app

xssc32x

Hi
looking for some advice or fix to and ongoing problem I am having with my Pyronix Enforcer and being able to Use myHomeControl 2.0 app. Since I have switched from BT Homehub to BT Homehub 2 I am have real issues being able to access the alarm via the HomeControl 2.0 app. I get the can’t connect consistently and get error messages saying can’t connect to PyronixCloud check user name and password (both are correct as uses face recognition) or am asked to check internet connection. I have had the engineer who fitted look at it and he accessed various screens as well as talk direct to Pyronix technical. It seemed to show it was connected to the network but then the message changed and said something about polling to the cloud, this happened on several occasions . Technical suggested it maybe due to the location (it’s max 5 meters from the router and next to the fuse box) and so engineer has removed from wall and has added a lead so am able to move around the house and plug into see if this the issue. I have been doing this It had been fine for few days wherever I put it but now I’m having real issues connecting no matter where I move it to.
my thoughts are now leading to think it’s the BT homehub 2 and the alarm system trying to connect to the 5GHZ ,which I believe it can’t use, instead of staying on the 2.4GHZ. Before on my old BT homehub I could split the frequencies by calling them different names and connecting my devices including the alarm to whichever one i wanted, obviously connecting the alarm to the 2.4.
is there anyway I can force the Pyronix to stay on the 2.4 permanently or should it be doing this anyway and there is an update missing or fault with alarm system.
any help appreciate.
Cheers
si

400ixl

If the Pyronix doesn't have a 5Ghz wifi adaptor and only a 2.4Ghz one it will only be able to connect to the 2.4Ghz network on the router. It won't try to use it as it won't know it exists.

You can split the wifi names on the Homehub2 as you could the 1 I believe. The only time this will help is if the Pyronix can use either network and is connecting to the 5Ghz but the network is weak (5Ghz is high speed but porrer at connecting through walls etc). 2.4Ghz is slower (but not that you need the speed) and better at longer distances and through walls etc.

As it has been working then that suggests it is not a firewall issue. Can it be connected via ethernet cable which will remove the wifi issues altogether as far as the alarm box is concerned.

Another thing to check is for channel conflict on the wifi router to make sure it is not running on the same channel as other nearby routers.

FreeBear

You could try turning off 5GHz support on the router - I have done that with my (Virgin) router as I have nothing that uses the 5GHz band.

xssc32x

Hi, have turned off the 5GHZ and still get the same sporadic connecting issues. Have take advice and changed the channel to see if this can resolve. Just a quick question though based on your experience would you expect the app to work at least 95% of the time when opening and trying to set alarm. 

400ixl

Is it a system where the alarm connects to a cloud service, the app then connects to the same cloud service so both sides have to have an internet connection to work?

Yes, of course you would expect an alarm system and its app to be talking to each other for 99.999% of the time, let alone 90%.