One of my computers won't connect to the new modem.

sachabaptista · 2024-02-20T16:13:31+00:00

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sachabaptista

Hi,

I’ve switched from UPC to Sunrise and got the new Connect Box 3 a couple weeks ago.

I have 2 computers in my office, a desktop and a laptop. The desktop has no problem connecting but the laptop never connects. It sees the wifi but doesn’t connect to it “The WI-FI network <name> could not be joined”.

The problem is only in this room, in the other rooms. It doesn’t have any problem connecting even in the ones that are further from the modem than my office,

This room is “sandwiched” between my living room, where the modem is, and my bedroom, where a Connect Pod is installed, therefore there is absolutely no reason why my computer can’t access the wifi signal.

I’ve entered the settings on 192.168.1.1 and run a diagnostic, the results are joined to this message.

I never had this issue with the previous modem.

Thanks for your assistance.

Sacha Baptista.

Daniele_Sunrise

sachabaptista We have checked the QoS of your devices and only found one that had poor coverage (Sachas-Air). As a first test we have switched your modem to IPv4, which will be completed in a few minutes. Please test it afterwards and get back to us with feedback.

Greetings
Daniele

sachabaptista

Hello,

Indeed, Sachas-Air is the computer having this problem.

I’ve just tested, and it hasn’t changed. 2 minutes ago, I was connected in the living room, and now I’m in the office and it can’t reconnect.

I’ve done one more test:

If I keep my laptop awake while switching rooms (living room -> office), there is no problem and it stays connected.
If I put the laptop in sleep mode and then switch rooms, then it will not reconnect once I’m in the office.

Daniele_Sunrise

sachabaptista Can you please try this once?

Reset Wi-Fi sleep mode settings In some cases, sleep mode settings cause Wi-Fi drops on Mac, so it wouldn’t turn on again. Try this simple fix which many users found helpful:
Go to System Settings > Battery > Options. From the dropdown next to Wake for network access, select Never.

Did this possibly lead to the solution?

Greetings
Daniele

sachabaptista

Daniele_Sunrise I don’t have these exact options, but I found the Wake For Wifi setting under Power Adapter, and it was already unticked

Daniele_Sunrise

sachabaptista I think it’s due to your Mac’s settings. Unfortunately, I don’t know enough about this as I use Windows. But I would be happy to send you some links to read through. Maybe you can find the solution and share it with us at the end?

https://www.quora.com/Why-does-my-WiFi-disconnect-when-my-Mac-goes-to-sleep

https://support.apple.com/en-mz/guide/mac-help/mh27905/mac

https://apple.stackexchange.com/questions/73764/what-is-the-wake-for-wifi-network-access-setting-in-energy-preferences

https://apple.stackexchange.com/questions/336649/what-happened-if-i-disable-wake-for-wi-fi-network-access

Greetings
Daniele

sachabaptista

I don’t think it’s one of the Mac settings as I never had this problem before I got this new modem. I’ve had this computer since 2016 or 17, both with Salt and then UPC, and never encountered this issue. It only appeared when I switched to Sunrise and got the new box.

sachabaptista

I’ve read all these links and they all say to disable Wake for WIFI… which was already disabled.

And as you can see in my very first screenshot from the sunrise page, the sunrise diagnostic says there’s a problem with the modem or its settings.

Also, please remember the problem is only in this room, which also means it’s not an issue coming from the computer settings, otherwise I would have the same issue when I wake it up in the other rooms.

Daniele_Sunrise

sachabaptista We can’t adjust anything from here. If necessary, I would move the Connect Pod a little closer to the modem, as too few devices connect there. It is also possible that your laptop can no longer connect due to insufficient WIFI coverage. Or someone from the community may have some tips.

Greetings
Daniele

sachabaptista

Not sure if it helps but here’s a sketch of the flat

OFFICE 2 is the problematic place. Again, there are TWO computers in this room, a desktop with NO problem, and a laptop which will connect EVERYWHERE in the flat EXCEPT in this room.

As you can see, this room is sandwiched between the Connect Pod and the modem, there is coverage here and lots of it. Indeed, Wifi speed is really good in this room.

Again, if I go in the living room (or any other room for that matter) with my laptop and connect to the wifi, it works. If then I move to Office 2 with my laptop awake, it will NOT lose the connection and everything works fine.

However, if I open my laptop in Office 2, then, and only then, it will NOT connect.