Problemas de conexión de mi servicio Claro Hogar con los dispositivos móviles
Saludos Comunidad,
Tengo un problema muy extraño desde que contraté el servicio Claro Hogar 2 Play de 80 megas (hace 3 meses). Perdón si la explicación se extiende demasiado, pero es la mejor forma para poder representarlo.
La velocidad del internet va muy bien por cable (como siempre). La señal wifi de 5 Ghz se corta a veces incluso en su área de alcance. Ya sé que esta banda tiene capacidad de brindar más velocidad, pero su alcance es menor en su área. Esto en realidad no es el problema más grave.
El problema grave es que todos los dispositivos móviles (excepto laptop) que están conectados al internet (wifi 2.4 Ghz o 5 Ghz) tienen problemas al cargar ciertas aplicaciones o en el peor de los casos a conectarse a internet. Les explico:
1. Tengo 2 Smartphone que por más que se conectan al wifi y sale el icono de conectado, no carga absolutamente nada, ni un mensaje de Whatsapp. A veces logra recepcionar internet por 1 hora o incluso no se conectan en todo el día. Los Smartphone no pueden ser el problema porque cuando comparto mis datos móviles (Entel) si tienen recepción de internet (carga todas las apps). Cabe resaltar que sí están conectados con el wifi, solo que no carga nada.
2. Los demás Smartphone si recepcionan internet y puedo disfrutar sin problemas de YouTube, Facebook, Netflix, Prime Video, etc., pero algunas apps no cargan absolutamente nada y se debe esperar con la app abierta cerca de 10 min para que puedan cargar por ejemplo: Tunki, Instagram, Google Drive, Tinder, Banco Ripley. Repito, si comparto mis datos móviles, se conectan rápido y carga absolutamente todo.
3. En mi TV Box S de Xiaomi no carga la app de Amazon Prime Video, mientras que si se puede entrar a Netflix, Twitch, YouTube, etc. Para poder ver prime video tengo que conectarme a datos móviles para que pueda reproducir videos.
En conclusión, todos los Smartphone y la Mi Box S de Xiaomi tienen problemas para abrir ciertas apps. Pero al conectarme con datos móviles carga absolutamente todo y este problema no lo tenía con Movistar. Por eso pienso que debe ser algún problema con el internet pero no se me ocurre que puede ser para poder llamar y explicarles a atención al cliente porque lo único que hacen ellos es reiniciar el modem.
Les pido alguna idea sobre cuál puede ser el problema.
Un descarte adicional que puedo recomendarte y que me ha funcionado, es que puedas realizar el reinicio tú mismo desde la app Smart Home, te dejo la lista de los routers compatibles:
Haciéndolo puede solucionar el problema que presentas sobre la conectividad y navegación, aunque pienses que es algo muy sencillo y menos útil, el reinicio del router es súper importante y a veces es necesario.
Te recomiendo realizar otra prueba respecto al nivel de seguridad con la contraseña wifi, en algunas ocasiones soluciona muchos problemas. Esto lo puedes hacer con la ayuda de la app Smart Home para realizar dicha modificación, te sugiero una contraseña mayor o igual a 13 caracteres, por ejemplo Pruebaclaro1# si en caso no puedes modificarlo puedes solicitar aporte por el ClaroBot.
Si luego de realizar las sugerencias que te acabo de mencionar, tu problema persiste, será mejor que por el mismo canal del ClaroBot solicites una visita técnica, podrías hasta indicarle al técnico que te cambie de router, asegúrate que el año de fabricación sea 2019 o 2020 para que no tengas este tipo de inconvenientes.
Otra sugerencia que me ha funcionado es que puedas instalar/configurar un "repetidor" que este en modo Access Point y que utilice una conexión cableada desde el router utilizando un puerto RJ45 para tu nuevo Nodo. Ah me olvidaba, este nuevo "repetidor" muy sugerido en Dual Banda (2.4 + 5) GHz. Recuerda que estos equipos son de mejor rendimiento y muy buena cobertura.
Finalmente debes desactivar el wifi con la ayuda de la app Smart Home para dejar el router como principal el que Claro te dejó inicialmente.
Esquema:
Router Claro (desactivar wifi) <-----------conexión cableada -------> Access Point Dual Banda (Nuevas señales Wifis) -----------> Conexión por WiFi nuevos dispositivos.
Sobre el nivel de seguridad de la contraseña de wifi no encuentro relacion entre el problema y esa posible solucion.
Sobre el repetidor tampoco creo que sea un problema porque esos problemas mencionados persisten en su alcance del wifi, incluso estando al lado del router; ademas que ya tengo uno instalado.
Voy a consultar sobre la visita tecnica y sobre si pueden cambiar el router, aunque siempre que lo hago su unica solucion para ellos es reiniciar el router.
Les comento si se soluciona el problema y por favor sigan escribiendo posibles causas del problema.
Pd: Tampoco puedo abrir spotify o google play store.
Les comento que ya se soluciono el problema. A continuacion detallo lo acontecido.
- Un dia por la mañana llamo una señorita y me consulto sobre esta pregunta, le explique y procedio a revisar si el router estaba bien configurado. Luego de un rato me dijo que faltaba una configuracion y lo reinicio. Todo estaba bien, los problemas de abrir ciertas aplicaciones en los celulares y tv box desaparecieron. Lamentablemente todo volvio a como estaba antes luego de 10 min aproximadamente. Llame de nuevo y me dijeron que iba a venir un tecnico.
- Vino el tecnico a revisarlo y no me explico bien lo que hizo pero pude ver que configuro algo. En alguna opcion cambio de ipv6 a ipv4, luego reinicio el router y se soluciono. Hasta ahora, ya mas de una semana todo va bien. No hay problemas de conexion y todas las apps abren sin problemas.
Solo hay un problema que el tecnico se dio cuenta pero no pudo reportarlo. Sucede que el wifi se va por momentos, pero es muy aleatorio. Justo el tecnico lo vio e iba a proceder a grabar un video para solicitar el reemplazo del router, pero justo cuando iba a grabar ya no pasaba. Se quedo esperando casi 1 hora y no volvio a pasar. Pero como comento, sucede aleatoriamente y hasta ahora a veces se va el wifi, asi este al lado del modem. No es gran problema pero espero que no se haga tan grave mas adeltante.
Muchas gracias por la atencion a los tecnicos de claro.
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de conexión de mi servicio Claro Hogar con los dispositivos móviles","id":"message:60333","revisionNum":3,"repliesCount":3,"author":{"__ref":"User:user:118575"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:caracteristicas-servicios"},"conversation":{"__ref":"Conversation:conversation:60333"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:60333"},"body":"
Saludos Comunidad,
\n
\n
Tengo un problema muy extraño desde que contraté el servicio Claro Hogar 2 Play de 80 megas (hace 3 meses). Perdón si la explicación se extiende demasiado, pero es la mejor forma para poder representarlo.
\n
\n
La velocidad del internet va muy bien por cable (como siempre). La señal wifi de 5 Ghz se corta a veces incluso en su área de alcance. Ya sé que esta banda tiene capacidad de brindar más velocidad, pero su alcance es menor en su área. Esto en realidad no es el problema más grave.
\n
\n
El problema grave es que todos los dispositivos móviles (excepto laptop) que están conectados al internet (wifi 2.4 Ghz o 5 Ghz) tienen problemas al cargar ciertas aplicaciones o en el peor de los casos a conectarse a internet. Les explico:
\n
\n
1. Tengo 2 Smartphone que por más que se conectan al wifi y sale el icono de conectado, no carga absolutamente nada, ni un mensaje de Whatsapp. A veces logra recepcionar internet por 1 hora o incluso no se conectan en todo el día. Los Smartphone no pueden ser el problema porque cuando comparto mis datos móviles (Entel) si tienen recepción de internet (carga todas las apps). Cabe resaltar que sí están conectados con el wifi, solo que no carga nada.
\n
\n
2. Los demás Smartphone si recepcionan internet y puedo disfrutar sin problemas de YouTube, Facebook, Netflix, Prime Video, etc., pero algunas apps no cargan absolutamente nada y se debe esperar con la app abierta cerca de 10 min para que puedan cargar por ejemplo: Tunki, Instagram, Google Drive, Tinder, Banco Ripley. Repito, si comparto mis datos móviles, se conectan rápido y carga absolutamente todo.
\n
\n
3. En mi TV Box S de Xiaomi no carga la app de Amazon Prime Video, mientras que si se puede entrar a Netflix, Twitch, YouTube, etc. Para poder ver prime video tengo que conectarme a datos móviles para que pueda reproducir videos.
\n
En conclusión, todos los Smartphone y la Mi Box S de Xiaomi tienen problemas para abrir ciertas apps. Pero al conectarme con datos móviles carga absolutamente todo y este problema no lo tenía con Movistar. Por eso pienso que debe ser algún problema con el internet pero no se me ocurre que puede ser para poder llamar y explicarles a atención al cliente porque lo único que hacen ellos es reiniciar el modem.
\n
\n
Les pido alguna idea sobre cuál puede ser el problema.
\n
\n
Gracias.
","body@stringLength":"2573","rawBody":"
Saludos Comunidad,
\n
\n
Tengo un problema muy extraño desde que contraté el servicio Claro Hogar 2 Play de 80 megas (hace 3 meses). Perdón si la explicación se extiende demasiado, pero es la mejor forma para poder representarlo.
\n
\n
La velocidad del internet va muy bien por cable (como siempre). La señal wifi de 5 Ghz se corta a veces incluso en su área de alcance. Ya sé que esta banda tiene capacidad de brindar más velocidad, pero su alcance es menor en su área. Esto en realidad no es el problema más grave.
\n
\n
El problema grave es que todos los dispositivos móviles (excepto laptop) que están conectados al internet (wifi 2.4 Ghz o 5 Ghz) tienen problemas al cargar ciertas aplicaciones o en el peor de los casos a conectarse a internet. Les explico:
\n
\n
1. Tengo 2 Smartphone que por más que se conectan al wifi y sale el icono de conectado, no carga absolutamente nada, ni un mensaje de Whatsapp. A veces logra recepcionar internet por 1 hora o incluso no se conectan en todo el día. Los Smartphone no pueden ser el problema porque cuando comparto mis datos móviles (Entel) si tienen recepción de internet (carga todas las apps). Cabe resaltar que sí están conectados con el wifi, solo que no carga nada.
\n
\n
2. Los demás Smartphone si recepcionan internet y puedo disfrutar sin problemas de YouTube, Facebook, Netflix, Prime Video, etc., pero algunas apps no cargan absolutamente nada y se debe esperar con la app abierta cerca de 10 min para que puedan cargar por ejemplo: Tunki, Instagram, Google Drive, Tinder, Banco Ripley. Repito, si comparto mis datos móviles, se conectan rápido y carga absolutamente todo.
\n
\n
3. En mi TV Box S de Xiaomi no carga la app de Amazon Prime Video, mientras que si se puede entrar a Netflix, Twitch, YouTube, etc. Para poder ver prime video tengo que conectarme a datos móviles para que pueda reproducir videos.
\n
En conclusión, todos los Smartphone y la Mi Box S de Xiaomi tienen problemas para abrir ciertas apps. Pero al conectarme con datos móviles carga absolutamente todo y este problema no lo tenía con Movistar. Por eso pienso que debe ser algún problema con el internet pero no se me ocurre que puede ser para poder llamar y explicarles a atención al cliente porque lo único que hacen ellos es reiniciar el modem.
\n
\n
Les pido alguna idea sobre cuál puede ser el problema.
\n
\n
Gracias.
","kudosSumWeight":0,"postTime":"2020-12-31T19:18:43.611-05:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:apps no cargan","text":"apps no cargan","time":"2021-01-02T10:41:08.572-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:hogar","text":"hogar","time":"2016-06-21T14:34:59.039-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:problemas de conexión","text":"problemas de conexión","time":"2020-06-02T13:42:22.393-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:60333_3"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":5363},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"searchSnippet":"Saludos Comunidad, \n \n Tengo un problema muy extraño desde que contraté el servicio Claro Hogar 2 Play de 80 megas (hace 3 meses). Perdón si la explicación se extiende demasiado, pero es la 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Problemas de conexión de mi servicio Claro Hogar con los dispositivos móviles","moderationData":{"__ref":"ModerationData:moderation_data:60341"},"body":"
Un descarte adicional que puedo recomendarte y que me ha funcionado, es que puedas realizar el reinicio tú mismo desde la app Smart Home, te dejo la lista de los routers compatibles:
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Haciéndolo puede solucionar el problema que presentas sobre la conectividad y navegación, aunque pienses que es algo muy sencillo y menos útil, el reinicio del router es súper importante y a veces es necesario.
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Te recomiendo realizar otra prueba respecto al nivel de seguridad con la contraseña wifi, en algunas ocasiones soluciona muchos problemas. Esto lo puedes hacer con la ayuda de la app Smart Home para realizar dicha modificación, te sugiero una contraseña mayor o igual a 13 caracteres, por ejemplo Pruebaclaro1# si en caso no puedes modificarlo puedes solicitar aporte por el ClaroBot.
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Si luego de realizar las sugerencias que te acabo de mencionar, tu problema persiste, será mejor que por el mismo canal del ClaroBot solicites una visita técnica, podrías hasta indicarle al técnico que te cambie de router, asegúrate que el año de fabricación sea 2019 o 2020 para que no tengas este tipo de inconvenientes.
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Otra sugerencia que me ha funcionado es que puedas instalar/configurar un \"repetidor\" que este en modo Access Point y que utilice una conexión cableada desde el router utilizando un puerto RJ45 para tu nuevo Nodo. Ah me olvidaba, este nuevo \"repetidor\" muy sugerido en Dual Banda (2.4 + 5) GHz. Recuerda que estos equipos son de mejor rendimiento y muy buena cobertura.
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Finalmente debes desactivar el wifi con la ayuda de la app Smart Home para dejar el router como principal el que Claro te dejó inicialmente.
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Esquema:
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Router Claro (desactivar wifi) <-----------conexión cableada -------> Access Point Dual Banda (Nuevas señales Wifis) -----------> Conexión por WiFi nuevos dispositivos.
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Slds.
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Hola, gracias por la respuesta.
Sobre el nivel de seguridad de la contraseña de wifi no encuentro relacion entre el problema y esa posible solucion.
Sobre el repetidor tampoco creo que sea un problema porque esos problemas mencionados persisten en su alcance del wifi, incluso estando al lado del router; ademas que ya tengo uno instalado.
Voy a consultar sobre la visita tecnica y sobre si pueden cambiar el router, aunque siempre que lo hago su unica solucion para ellos es reiniciar el router.
Les comento si se soluciona el problema y por favor sigan escribiendo posibles causas del problema.
Pd: Tampoco puedo abrir spotify o google play store.
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Les comento que ya se soluciono el problema. A continuacion detallo lo acontecido.
- Un dia por la mañana llamo una señorita y me consulto sobre esta pregunta, le explique y procedio a revisar si el router estaba bien configurado. Luego de un rato me dijo que faltaba una configuracion y lo reinicio. Todo estaba bien, los problemas de abrir ciertas aplicaciones en los celulares y tv box desaparecieron. Lamentablemente todo volvio a como estaba antes luego de 10 min aproximadamente. Llame de nuevo y me dijeron que iba a venir un tecnico.
- Vino el tecnico a revisarlo y no me explico bien lo que hizo pero pude ver que configuro algo. En alguna opcion cambio de ipv6 a ipv4, luego reinicio el router y se soluciono. Hasta ahora, ya mas de una semana todo va bien. No hay problemas de conexion y todas las apps abren sin problemas.
Solo hay un problema que el tecnico se dio cuenta pero no pudo reportarlo. Sucede que el wifi se va por momentos, pero es muy aleatorio. Justo el tecnico lo vio e iba a proceder a grabar un video para solicitar el reemplazo del router, pero justo cuando iba a grabar ya no pasaba. Se quedo esperando casi 1 hora y no volvio a pasar. Pero como comento, sucede aleatoriamente y hasta ahora a veces se va el wifi, asi este al lado del modem. No es gran problema pero espero que no se haga tan grave mas adeltante.
Muchas gracias por la atencion a los tecnicos de claro.
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