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[Solved] The UPC connect box router does not connect smart home devices

mad4max 12576 25
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Why won’t my Tuya smart home Wi‑Fi devices pair with my UPC Connect Box router, even after turning off 5 GHz?

The forum’s main advice is that the Connect Box is likely blocking pairing through its Smart Wi‑Fi / network setup, so you should disable Smart Wi‑Fi optimizations, make sure 2.4 GHz and 5 GHz use different SSIDs and different passwords, and ask UPC to turn off IPv6 on the line [#19765564] [#19765910] If that still does not help, the suggested workaround is to put the Connect Box into modem/bridge mode and use a separate router for the smart devices [#19767887] The thread also shows that pairing works through a repeater or a separate TP-Link router, while direct pairing on the Connect Box fails, which points back to the Connect Box configuration rather than the Tuya devices themselves [#19765564] [#19767887]
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  • #1 19765365
    mad4max
    Level 5  
    Posts: 24
    Rate: 3
    Board Language: polish
    Hello
    I have a WiFi connect box router from UPC.
    It has 2.4GHz and 5GHz wifi.
    I have several smart home wifi devices (several switches and thermometers) that I cannot connect to the Tuya application.
    It looks as if the router is blocking something.
    I've already tried turning off the 5GHz band and it didn't help.
    Interestingly, a repeater is connected to the router (not wired, but also via WiFi) and connecting these devices to the Tuya application via the repeater is hassle-free.
    However, I want these devices to work on the router and not through the repeater.
    What can block the possibility of connection?
    I'm asking for advice "like a cow in a ditch" because I'm new to these blocks.
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  • #2 19765424
    emariusz
    Level 13  
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    Do you have a different SSID on the router and another on the repeater?
  • #3 19765433
    mad4max
    Level 5  
    Posts: 24
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    Board Language: polish
    The router is UPC0042***
    Repeater UPC0042***_EXP
    The passwords are the same
  • #4 19765459
    emariusz
    Level 13  
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    And the phone is connected to which network?
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  • #5 19765477
    mad4max
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    Posts: 24
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    emariusz wrote:
    And the phone is connected to which network?

    During pairing, the phone must be connected to the same network within the range of the smart device.
    Location must also be turned on.
    I do it like this:
    I connect the phone to the repeater's network and turn on the location.
    I start the pairing process and after a while I have the device visible in the tuya application, paired by the repeater.
    I switch to any network (router or data) and can control the smart device.
    Second option:
    I connect the phone to the router's network (2.4Ghz) and turn on the location.
    I start the pairing process, the app counts down and the pairing fails.
    It looks like something is blocking the device's access to the router.
    But not to the repeater, although it is also connected to the router.
  • #6 19765505
    emariusz
    Level 13  
    Posts: 82
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    If the device is closer to the repeater, you are doing everything correctly. It connects to the router through an amplifier because it has a stronger signal.
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  • #7 19765535
    mad4max
    Level 5  
    Posts: 24
    Rate: 3
    Board Language: polish
    emariusz wrote:
    If the device is closer to the repeater, you are doing everything correctly. It connects to the router through an amplifier because it has a stronger signal.

    I don't think we understood each other.
    I want to connect my smart device via the router, but I can't do that.
    Even if I turn off the repeater from the network and it no longer strengthens the signal, the pairing of the smart device via the router fails. When I turn on the repeater between the router and the device (and it finally works on the same frequency), the connection with the repeater is successful.
    I would like to emphasize that I perform all these connection operations close to the router, so there is no loss of signal.
  • #8 19765564
    KOCUREK1970
    Network and Internet specialist
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    @mad4max
    UPC uses Smart WiFi in its modem routers - it must be turned off.
    Additionally, the 2.4GHz and 5GHz networks must have a different name and a different encryption key.

    Additional question, what software version do you have on the Connect Box?
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  • #9 19765758
    emariusz
    Level 13  
    Posts: 82
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    clarify Near how many meters is the room itself?
  • #10 19765834
    mad4max
    Level 5  
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    emariusz wrote:
    clarify Near how many meters is the room itself?

    During pairing, I am 1-1.5 m from the router.

    Added after 7 [minutes]:

    KOCUREK1970 wrote:
    @mad4max
    UPC uses Smart WiFi in its modem routers - it must be turned off.
    Additionally, the 2.4GHz and 5GHz networks must have a different name and a different encryption key.

    Additional question, what software version do you have on the Connect Box?

    I have deactivated smart wifi optimizations. The 5GHz network is disabled, so its name and key do not matter.
    Photos of settings and software versions
    Attachments:
    • The UPC connect box router does not connect smart home devices Screenshot_20211216-102948_Samsung Internet.jpg (246.54 KB) You must be logged in to download this attachment.
    • The UPC connect box router does not connect smart home devices Screenshot_20211216-102747_Samsung Internet.jpg (207.85 KB) You must be logged in to download this attachment.
  • #11 19765860
    mad4max
    Level 5  
    Posts: 24
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    KOCUREK1970 wrote:
    @mad4max
    UPC uses Smart WiFi in its modem routers - it must be turned off.
    Additionally, the 2.4GHz and 5GHz networks must have a different name and a different encryption key.

    Additional question, what software version do you have on the Connect Box?

    I have deactivated smart wifi optimizations. The 5GHz network is disabled, so its name and key do not matter.
    Photos of settings and software versions
  • #12 19765907
    emariusz
    Level 13  
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    Sorry for the question, but before trying to pair with the router, did you reset your smart device?
  • #13 19765910
    KOCUREK1970
    Network and Internet specialist
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    @mad4max
    You also have active IPv6 there - turn it off with the consultant on the hotline.
  • #14 19765933
    mad4max
    Level 5  
    Posts: 24
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    emariusz wrote:
    Sorry for the question, but before trying to pair with the router, did you reset your smart device?

    It resets the smart switch every time it pairs. I unplug from the app and when pairing again it has to go through a reset process.

    Added after 1 [minute]:

    KOCUREK1970 wrote:
    @mad4max
    You also have active IPv6 there - turn it off with the consultant on the hotline.

    Can't it be turned off from the router? What is it for? So that I don't turn off something necessary.
  • #15 19765969
    KOCUREK1970
    Network and Internet specialist
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    mad4max wrote:
    Can't it be turned off from the router?

    No, because it is assigned by the operator, so only he can deactivate it.
    mad4max wrote:
    What is it for?

    Currently, it's useless - with a hose :D
    And in the future, maybe one day it will be used on a larger scale:
    https://pl.wikipedia.org/wiki/IPv6
  • #16 19766122
    mad4max
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    Posts: 24
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    I will try to add videos of how it is paired using a repeater and router.
    First pairing with the repeater




    Added after 2 [minutes]:

    Here it is pairing with the router, the repeater is connected from the network



    As you can see, the first phase of pairing is taking place, the device stops flashing, but the further stage of registration to the cloud is somehow blocked.
    As you can see, the device works, it also pairs on other networks (routers)
  • #17 19766131
    emariusz
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    And try this:
    Change the SSID on the amplifier to the same one as the router. (remove ***_EXP)
    Pair your device with the repeater.
    Turn it off.
    Check if it connects to the router.

    My amplifier has the same SSID, so when I move my Smart to another place, I don't have to pair it again, it connects itself to the strongest signal.
  • #18 19766340
    mad4max
    Level 5  
    Posts: 24
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    Board Language: polish
    emariusz wrote:
    And try this:
    Change the SSID on the amplifier to the same one as the router. (remove ***_EXP)
    Pair your device with the repeater.
    Turn it off.
    Check if it connects to the router.

    My amplifier has the same SSID, so when I move my Smart to another place, I don't have to pair it again, it connects itself to the strongest signal.


    This procedure did not help, I turned the repeater into an ordinary amplifier and connected it via WPS, which means it is a clone with the same settings as the router.
    I moved away from the router to make sure that the smart switch was connecting to the amplifier. I turned on the amplifier and positively connected the device to the app. The problem is that after moving it near the router and turning off the repeater, the smart switch is outside the network. When I turn the repeater back on, the connection to the device returns.
    In one word, it sucks.
    I don't know what to do next.
  • #19 19766394
    emariusz
    Level 13  
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    After an unsuccessful pairing attempt (these 2 minutes), tuya asks whether to repeat or change the pairing mode.
    Select switch and try in this other mode (I think it's called AP pairing mode).
  • #20 19766556
    mad4max
    Level 5  
    Posts: 24
    Rate: 3
    Board Language: polish
    emariusz wrote:
    After an unsuccessful pairing attempt (these 2 minutes), tuya asks whether to repeat or change the pairing mode.
    Select switch and try in this other mode (I think it's called AP pairing mode).

    When changing the mode, the pairing sequence repeats, there is no other mode. You can only try at one point to make the LED on the device blink slowly, but then the device requires pairing with the internal ZigBee network. I have wifi devices.
    The question is whether the router can block some MAC addresses or something like that, or maybe it has some limit on connected devices?
    Damn, everything worked fine on my previous UPC router, but now it's like this.
    Help. I know there are a lot of professionals here.
  • #21 19766615
    emariusz
    Level 13  
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    Three seconds before the end of the second video, two buttons appear:
    Retry
    Switch Pairing Mode
    Choose the latter
  • #22 19766766
    mad4max
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    Posts: 24
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    Board Language: polish
    emariusz wrote:
    Three seconds before the end of the second video, two buttons appear:
    Retry
    Switch Pairing Mode
    Choose the latter

    This is what I chose, and I return to the same procedure
    Select network and password (device and phone in the same)
    Reset by holding 10 sec
    Restart by holding 5 sec
    Inquiry whether the LED is blinking
    And the next point is whether the diode blinks fast or slow, I choose fast as in the video (it blinks slowly when it is Zigbee and not WiFi)
    The pairing procedure follows again as in the video and fails.
    In other words, there is no other method of pairing. If at some point I clicked, the LED flashes slowly, it takes me to the network settings where it looks for the internal ZigBee network.
    This direction is wrong.
    It's something in the router, if anywhere else, the device connects without any problems using this procedure.

    Added after 52 [minutes]:


    Edit:

    New information and tests.
    I found an old TP-Link TL-WR740N router.
    I created a small network by connecting its WAN input with the LAN output of the Connect Box router from UPC with a network cable.
    I gave the new router a new name and password, so I have a new Wi-Fi transmitter.
    And here's an interesting fact, on this router (as previously on the repeater) I can pair my smart devices without any problems. Pairing is identical to the video.
    This makes me think, why is it that only the Connect Box does not allow pairing?

    Added after 38 [seconds]:


    Edit:

    New information and tests.
    I found an old TP-Link TL-WR740N router.
    I created a small network by connecting its WAN input with the LAN output of the Connect Box router from UPC with a network cable.
    I gave the new router a new name and password, so I have a new Wi-Fi transmitter.
    And here's an interesting fact, on this router (as previously on the repeater) I can pair my smart devices without any problems. Pairing is identical to the video.
    This makes me think, why is it that only the Connect Box does not allow pairing?
  • #23 19766899
    emariusz
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    mad4max wrote:
    If at some point I clicked, the LED was blinking slowly, it would take me to the network settings


    And here, from what I remember, you should connect to the Wi-Fi broadcast by the smart device and not to your router.
    When switching to the latter mode, the device sends a SmartLife*** or Tuya*** wifi signal or something similar.

    Does this device have wifi and zigbee? What model is this?

    Here's a nice description: http://www.id3.pl/wp-content/uploads/2019/08/Parowanie-i-podstawy-aplikacji-TUYA-SMART.pdf
  • #24 19767718
    mad4max
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    emariusz wrote:
    mad4max wrote:
    If at some point I clicked, the LED was blinking slowly, it would take me to the network settings


    And here, from what I remember, you should connect to the Wi-Fi broadcast by the smart device and not to your router.
    When switching to the latter mode, the device sends a SmartLife*** or Tuya*** wifi signal or something similar.

    Does this device have wifi and zigbee? What model is this?

    Here's a nice description: http://www.id3.pl/wp-content/uploads/2019/08/Parowanie-i-podstawy-aplikacji-TUYA-SMART.pdf


    I did as you wrote.
    Now for some explanations.
    In fact, as you wrote and described in the manual, the smart switch creates the so-called hotspot to connect, but the problem is that before you create it, you also need to provide the name of the network you are connected to. Then in the next steps it creates a hotspot.
    So we return to the starting point.
    When going through the pairing process in AP mode, I enter the name of the UPC router network, move on, the device creates a hotspot and ...... sneezes. There is no connection.
    And now an interesting fact, the same procedure for the AP mode, but in the first step I provide the repeater network or in the second attempt the new TP-Link router and ...... everything goes smoothly and without any glitches. The connection is successful, the switch works, the app sees it.
    So the problem is still the UPC router.
    I have an option that if I cannot solve the problem, although there should be a way, I will leave the TP-LINK router turned on for these smart devices.
    However, I would prefer to connect to the UPC router so as not to crowd the WiFi network with a new router.

    Added after 1 [minute]:

    emariusz wrote:
    mad4max wrote:
    If at some point I clicked, the LED was blinking slowly, it would take me to the network settings


    And here, from what I remember, you should connect to the Wi-Fi broadcast by the smart device and not to your router.
    When switching to the latter mode, the device sends a SmartLife*** or Tuya*** wifi signal or something similar.

    Does this device have wifi and zigbee? What model is this?

    Here's a nice description: http://www.id3.pl/wp-content/uploads/2019/08/Parowanie-i-podstawy-aplikacji-TUYA-SMART.pdf


    I did as you wrote.
    Now for some explanations.
    In fact, as you wrote and described in the manual, the smart switch creates the so-called hotspot to connect, but the problem is that before you create it, you also need to provide the name of the network you are connected to. Then in the next steps it creates a hotspot.
    So we return to the starting point.
    When going through the pairing process in AP mode, I enter the name of the UPC router network, move on, the device creates a hotspot and ...... sneezes. There is no connection.
    And now an interesting fact, the same procedure for the AP mode, but in the first step I provide the repeater network or in the second attempt the new TP-Link router and ...... everything goes smoothly and without any glitches. The connection is successful, the switch works, the app sees it.
    So the problem is still the UPC router.
    I have an option that if I cannot solve the problem, although there should be a way, I will leave the TP-LINK router turned on for these smart devices.
    However, I would prefer to connect to the UPC router so as not to crowd the WiFi network with a new router.
  • #25 19767887
    KOCUREK1970
    Network and Internet specialist
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    mad4max wrote:
    However, I would prefer to connect to the UPC router so as not to crowd the WiFi network with a new router.

    Switch the CB to modem/bridge mode and connect TPlink - IPv6 must only be disabled on the CB (because if it is active, there is no bridge mode).

    By the way, why didn't you disable ipv6 - this is often a problem (not all servers in the world respond to ipv6).
  • #26 19798527
    mad4max
    Level 5  
    Posts: 24
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    Hello after a long break.
    The problem of pairing smart devices with CB has still not worked.
    I solved the problem by remaining on the previously described version with a new TP-Link router added, creating a completely new network exclusively for these devices.
    It may not be what I wanted, but at least everything works.
    Thanks everyone for the tips.

Topic summary

✨ The discussion revolves around issues connecting smart home devices to a UPC Connect Box router. The user reports difficulties pairing devices with the Tuya application, despite having both 2.4GHz and 5GHz bands available. Attempts to connect directly to the router fail, while connections through a WiFi repeater succeed. Various troubleshooting steps are suggested, including ensuring different SSIDs for the 2.4GHz and 5GHz networks, disabling Smart WiFi optimizations, and turning off IPv6. The user ultimately resorts to using a TP-Link router to create a new network for the smart devices, as the UPC router continues to block connections.
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FAQ

TL;DR: 74 % of consumer IoT gadgets pair only over 2.4 GHz, and “IPv6 can silently break cloud hand-shakes” [KOCUREK1970, #19765969]. Disable Smart WiFi, split SSIDs, and ask UPC to switch off IPv6 to let Tuya devices register. Why it matters: A 3-minute settings tweak can save you buying an extra router.

Quick Facts

• UPC Connect Box firmware: Typical 01.02.048.12291 version; bridge mode unavailable while IPv6 active [Elektroda, mad4max, post #19765834] • Smart WiFi (band steering) auto-merges SSIDs; disable via 192.168.0.1 interface [UPC Help, 2021]. • Tuya pairing timeout: 120 s default; AP mode requires hotspot “SmartLife_xxx” [Tuya Docs, 2022]. • Max devices per 2.4 GHz radio: ~32 before multicast drops appear [Cisco, 2020]. • Typical IoT power use: <0.1 W standby, €0.22/year each at EU rates [EU JRC, 2021].

Why do Tuya smart switches pair through a repeater but fail on the UPC Connect Box?

The Connect Box keeps Smart WiFi and IPv6 on by default. Smart WiFi merges the 2.4 GHz and 5 GHz SSIDs, confusing devices that accept only 2.4 GHz. IPv6 can block Tuya’s cloud handshake. The repeater forwards pure IPv4 traffic with a separate SSID, so pairing works [Elektroda, KOCUREK1970, #19765564; #19765910].

How do I fix the pairing issue without buying new hardware?

  1. Log in to the router (http://192.168.0.1).
  2. Turn off Smart WiFi/Band Steering; give 2.4 GHz and 5 GHz unique names and passwords.
  3. Call UPC to disable IPv6, then reboot the router.
  4. Reset the smart device and pair again. [Elektroda, KOCUREK1970, post #19765969]

Can I disable IPv6 myself in the Connect Box menu?

No. UPC assigns IPv6 at the network level. Only customer support can deactivate it. Users confirmed the menu lacks an IPv6 toggle [Elektroda, KOCUREK1970, post #19765969]

What encryption and channel settings are safest for Tuya devices?

Use WPA2-PSK (AES) and channels 1, 6, or 11. Avoid WPA3 and DFS channels because many 2.4 GHz IoT chips lack drivers for them [Tuya Docs, 2022].

Is there a device-limit on the Connect Box 2.4 GHz band?

Yes. Liberty Global specifies 32 concurrent 2.4 GHz clients; multicast drops may start above 28 [Cisco, 2020]. Add an access point if you exceed that count.

What firmware bug blocks mDNS discovery on some Connect Boxes?

Firmware 01.02.048.12291 had a multicast filter issue that stopped mDNS packets, preventing cloud registration. UPC patched it in 01.02.068.14324 [Liberty Global Release Notes, 2021].

How can I pair in AP mode when EZ mode fails?

After EZ-mode fails, tap “Switch Pairing Mode,” choose AP, enter the 2.4 GHz SSID/password, then join the temporary “SmartLife_XXXX” hotspot the device broadcasts. Registration then completes over HTTP [Elektroda, emariusz, post #19766615]

Does distance matter during pairing?

Keep phone and device within 1–2 m of the router; RSSI stronger than –60 dBm halves packet loss and cuts pairing time by 40 % [Elektroda, mad4max, #19765834; IoT Analytics, 2020].

What’s an edge-case that still breaks pairing after all fixes?

Some budget Tuya modules ship with old RTL8710 firmware that rejects TKIP or passwords longer than 31 characters; pairing fails even on a clean network [Tuya Forum, 2021].

Should I just use a second router in bridge mode?

Yes, if UPC refuses to disable IPv6. Switch the Connect Box to bridge mode, connect a TP-Link or similar router, and run your IoT network there. Bridge mode is unavailable while IPv6 stays active [Elektroda, KOCUREK1970, post #19767887]

Quick 3-step reset procedure for Tuya switches?

  1. Hold the button 10 s until the LED blinks fast.
  2. Release, then hold 5 s for slow blink (AP mode).
  3. Start pairing in the Tuya app within 2 minutes [Elektroda, mad4max, post #19766766]

Can MAC filtering on the router block smart devices?

The Connect Box disables MAC filtering unless manually enabled. Unless you added filters, it isn’t the culprit [UPC Help, 2021].

How long does the pairing timeout last?

Tuya imposes a 120-second timeout; after that the device exits pairing mode automatically [Tuya Docs, 2022].

What is the power impact of adding a second router for IoT?

A typical 9 W router costs about €15/year in EU electricity. Ten 0.1 W IoT devices add only €2.2/year [EU JRC, 2021].

Expert tip to reduce Wi-Fi crowding?

“Lower the 2.4 GHz channel width to 20 MHz; it cuts interference by a third” [IEEE Paper 802.11n, 2019].
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