VMG3925-B10B 5GHz doesn't work, and 2.4GHz has poor connection speeds and ping

Hi. We have a VMG3925-B10B home router, provided by our ISP, which has both 5GHz and 2.4GHz. We've began recently having issues with the device on both bands.

5GHz outright does not work most of the time. We cannot connect to the 5GHz band on any device. On Apple devices (Apple TV, iPad, iPhone), this inability to connect comes up as a "Password incorrect" error, even though the password is definitely correct (and we have even double checked it against the password stated in the router settings). On Windows devices, this error to connect just comes up as a connection error. On an Android phone, a connection is attempted and then the 5GHz band disappears from the wireless network list with no connection made.

Additionally our 2.4GHz band has suddenly become extremely slow, going from usual 30 Mbps speeds to 0.6 Mbps. Our ping is terrible, too. A speedtest shows the current ping as 822 ms. This is most noticeable in online games. Across the board, we've gone from a usual 30-50ms ping time to 600ms+ and often even above 1000ms ping which makes online gaming nearly impossible.

Physically, the router feels very hot and we are concerned that the device is overheating. Turning the device off for several hours usually results in the performance improving when the device is turned back on in a cooler state, but the issues start occurring again after a small period of time, depending on what the device is being used for. e.g. streaming video usually results in being disconnected from the 5GHz band after a few minutes, but light internet browsing may take several hours for the 5GHz band to stop working and result in a disconnect.

Is our device just outright failing and ready for a replacement, or is there something I can do to fix this issue that I'm overlooking?

Thanks.

All Replies

  • tonygibbs16
    tonygibbs16 Posts: 832  Guru Member
    First Anniversary 10 Comments Friend Collector First Answer
    Hello @annoyedzyxeluser

    Can you say want version of firmware is in your VMG3925-B10B router please?
           - maybe your ISP can tell you...

    There might be a firmware issue, that an update by your ISP could help.

    Kind regards,
         Tony
  • Hello @annoyedzyxeluser

    Can you say want version of firmware is in your VMG3925-B10B router please?
           - maybe your ISP can tell you...

    There might be a firmware issue, that an update by your ISP could help.

    Kind regards,
         Tony

    Hi. Where can we check the router's firmware version in the router control panel? We've looked to find this information but couldn't find it.

    Incidentally, there's no option for 'Firmware Upgrade' under 'Maintenance' when logged into the admin account.

    Screenshot:


    Thanks.
  • tonygibbs16
    tonygibbs16 Posts: 832  Guru Member
    First Anniversary 10 Comments Friend Collector First Answer
    Hi @annoyedzyxeluser

    The Connection Status screen should allow you to find out what firmware you are running.

    Figure 15 in the user guide at https://prodotti.zyxel.it/USERSGUIDE/VMG3925-B10B-EU01V1F.pdf (which is in English) should help you to find the screen.

    Kind regards,
         Tony

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