Wifi smart wall light switch no longer connecting to NOWTV Router

[SCB40]

Hi, Please help.

I have a WIFI smart wall light switch. It's been connected to the NOW Router for over a year with no problems. Recently it no longer connects to the router. I have been through all the technical advice from the light switch manufacturer. I used a different WIFI and it worked. When I change it back to NOWTV it does not connect to Alexa and blinks an error message (not connecting to server). I have checked on the router and it appear to be an attached device. Could it be white listed? It appears to be blocked somehow.

Please advise how I can solve this problem.

Thank you.

[RoyB]

@SCB40 

Have you tried splitting the bands? Step 4 here:-

https://help.nowtv.com/article/improve-broadband-speed

While I think this is largely snake oil for the purposes stated there, it does mean you can have a separate SSID for the 2.4GHz band the switch probably runs on, which you can then point it at without the router trying to put it on the 5GHz band, or the device trying to put itself on that band, which it can’t cope with.

[SCB40]

Thank you for the response. It's much appreciated.

Yes, it's been split and working on 2.4ghz for around a year. It just
stopped and unable to pair it successfully.

Kind regards

[gavs82008]

@SCB40 

Have you tried a factory reset to the router and re-split the bands?

[SCB40]

Thank you. Will try that now. Bit nervous as not sure if I will loose the
internet for good.

Let's see how I get on and will let you know.

Thank you.

[gavs82008]

@SCB40 

As you're saying you have tried another router aka Wi-fi and it worked, to me sounds like a fault with the router. Or hopefully just system glitch on the router that can be fixed with a factory reset.

[SCB40]

Hi,

I did a factory reset (twice) last night and no luck. It's still offline.
Really appreciate your help. Any other suggestions would be much
appreciated.

Kind regards

[gavs82008]

@SCB40 

That sucks. To me it sounds like a faulty router.

Give the broadband team a call to see about a replacement. See below link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Better yet, for a reliable product I would purchase your own and connect up instead.