How to Handle a Broadband Comm Failure on Your 2GIG Edge Panel
Summary: This guide explains what to do if you receive a "Broadband Comm Failure" error on your GC Edge panel. This alert indicates that your panel is unable to communicate with Brinks Home™ through its Wi-Fi connection. We will walk you through a step-by-step process to diagnose the cause and reconnect your panel to your Wi-Fi network.
Table of Contents
Click these links to jump to a specific section.
- Common Terms
- Understanding a "Broadband Comm Failure" Alert
- Troubleshooting the "Broadband Comm Failure" Alert
- Further Assistance
Common Terms
Understanding these terms will help you with this guide.
- GC Edge Panel
- Your 2GIG security system's main control unit with a touchscreen interface.
- Broadband Comm Failure
- An error message indicating your panel has lost its connection to the internet via your home's Wi-Fi network.
- Wi-Fi Connection
- The wireless connection between your GC Edge panel and your home's internet router.
- Internet Service Provider (ISP)
- The company that provides internet service to your home.
- Gear Icon (Settings)
- An icon on the GC Edge home screen (typically bottom right) that provides access to system settings.
- Master Code
- Your primary 4-digit user code required to access panel settings.
- Notification Symbol
- An icon on the GC Edge home screen (often orange) that indicates there are new system messages or alerts to review.
Understanding a "Broadband Comm Failure" Alert
Learn what this alert means and what causes it.
This error indicates your panel is unable to communicate through its Wi-Fi connection. Your home Wi-Fi network serves as a communication path for sending alarm signals to Brinks Home™ and enabling remote features through the mobile app. A failure in this path can be caused by an internet outage, a change in your Wi-Fi password, or the panel simply losing its connection to your router.
Troubleshooting the "Broadband Comm Failure" Alert
Follow this step-by-step decision guide to diagnose and resolve the error.
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Check your Wi-Fi connection.
- Is your Wi-Fi currently working on your other devices (e.g., your smartphone or computer)?
- Yes: This indicates your home internet is likely working. Proceed to step 3.
- No: This indicates a problem with your home internet service. Proceed to step 2.
- Is your Wi-Fi currently working on your other devices (e.g., your smartphone or computer)?
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Troubleshoot your home internet.
- Try rebooting your modem and/or Wi-Fi router by unplugging them from power for 60 seconds and plugging them back in. Wait a few minutes for them to fully restart. If your internet is still not working on other devices, you will need to contact your Internet Service Provider (ISP) for further troubleshooting.
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Attempt to reconnect the panel to your Wi-Fi network.
- To do this:
- Press the gear icon in the bottom right corner of the home screen.
- Enter your master code.
- Press “Network”, then press “Wireless”.
- Select your Wi-Fi network from the list.
- Enter your Wi-Fi password and tap “Connect”.
- Does the panel successfully connect to your Wi-Fi network?
- Yes: Proceed to step 4.
- No: Proceed to step 5.
- To do this:
-
Clear the notification message.
- Return to the home screen.
- Tap the orange notification symbol, then tap “Messages”.
- Tap the error message, then tap “Delete”. The process is now complete.
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Contact Support for further troubleshooting.
- If the panel will not reconnect to your confirmed working Wi-Fi network, please proceed to the Further Assistance section.
Further Assistance
How to get more help if the communication failure persists.
If you have followed these steps and are still unable to resolve the "Broadband Comm Failure" alert, our support team can provide further assistance to troubleshoot the issue.