Symptoms:
Installer App cannot connect to the Inverter Home Controller.
Troubleshooting Steps:
Check the Wi-Fi frequency is 2.4GHz, not 5GHz. The HC only supports 2.4GHz networks. If the customer's router broadcasts a combined 2.4/5GHz SSID, try splitting them — this can also resolve issues on certain routers.
If Wi-Fi is intermittent or patchy, a Wi-Fi extender is required. Recommended: TP-Link AC750 Wi-Fi Range Extender with Two External Antennas (RE205).
Power cycle the Inverter (see article 99.1 Power Cycle Lunar Inverter).
Known Problematic Routers
The HC has known connectivity issues with certain router makes and models. When a site has HC connectivity or app data issues, treat these as suspect routers:
1. AT&T Fiber Gateways (BGW-series)
Confirmed bad actor: AT&T BGW320-500
Any other BGW-series gateway should be considered suspicious until proven stable.
Symptoms: intermittent/failed Wi-Fi association, "BadAuth" signature, problems especially after HC reboot or firmware update.
Recommended fix:
Install a separate Wi-Fi extender or access point for the HC only.
Or put the BGW in bridge/passthrough mode and let a normal router handle Wi-Fi, then connect the HC to that.
2. AT&T WLE Routers / Comcast Gateways
Older generation but still relevant when seen at customer sites.
Problems surface especially after a HC reboot or firmware update when it has to re-associate with Wi-Fi.
Recommended fix: Same as AT&T BGW — install a Wi-Fi extender for the HC.
3. Comcast/Xfinity (Vantiva) Gateways
Also identified by BSSID prefix — the Installer App can detect these automatically and prompt the installer. Affected hardware:
MAC Prefix | Manufacturer |
98:9D:5D | Vantiva USA LLC |
B8:5E:71 | Vantiva USA LLC |
D0:FC:D0 | HUMAX Co., Ltd. |
F8:D2:AC | Vantiva USA LLC |
3C:2D:9E | Vantiva – Connected Home |
80:DA:C2 | Vantiva USA LLC |
58:96:71 | Wistron Neweb Corporation |
1C:9E:CC | Vantiva USA LLC |
D4:E2:CB | Vantiva USA LLC |
Recommended fix: Install a Wi-Fi extender (TP-Link AC750 RE205). Alternatively, ask the customer to split their network into separate 2.4GHz and 5GHz SSIDs and connect the HC to the 2.4GHz-only SSID.
4. Eero Mesh Routers
Symptoms: HC / app data dropping out, intermittent connectivity.
Root cause: band steering / aggressive roaming logic interfering with the HC's 2.4GHz connection.
Recommended fix — try first:
Open the Eero app → Settings → Advanced.
Turn Client Steering OFF.
Turn Legacy Mode ON (2.4GHz support).
If the customer can't or won't change Eero settings (e.g. other devices need 5GHz): install a dedicated 2.4GHz Wi-Fi extender near the HC and connect only the HC to that SSID.
Router Triage Script (L1/L2)
Q1 — Who is your internet provider and what router do you use?
Listen for: AT&T fiber (BGW-series), AT&T WLE, Comcast/Xfinity, Eero.
If the customer doesn't know: "On the front or bottom of your router there should be a sticker. Can you tell me the brand name and model number printed there?"
If Eero: Walk them through turning off Client Steering and enabling Legacy Mode (steps above). If not acceptable, recommend extender.
If AT&T BGW / Comcast WLE: "We've seen some known compatibility issues between this type of router and the Home Controller — usually showing up as repeated connection failures even when the password is correct. The fix is to add a small Wi-Fi extender dedicated to the Home Controller."
Note: Do not say Lunar doesn't support the customer's router. Frame it as the extender being needed for best performance with their network setup.
What to Document in Case Notes
ISP (e.g. AT&T fiber, Comcast/Xfinity)
Router brand and exact model (e.g. AT&T BGW320-500, Eero 6)
Eero: Client Steering ON/OFF, Legacy Mode ON/OFF
Whether a dedicated extender/AP for HC is present
Error signatures observed (e.g. BadAuth, repeated dropouts, app data loss)