topic Re: Frequent drop outs in Broadband

Frequent drop outs

90mrcy — Sun, 27 Mar 2022 20:44:55 GMT

We've been experiencing multiple drop outs per day to our wifi connection for as long as I can remember. When it happens it is often that only one or two devices stop connecting to the internet while the rest are fine.

We have a Hub One router and whenever this happens the light stays blue, and the device still looks like it has internet signal, it just can't connect. We don't reset the router and instead leave it alone because it normally fixes itself within one minute, but it very annoying because on video calls it causes drop outs and disconnections.

We have already separated out the 2.4GHz and 5GHz channels.

Any help would be really appreciated!

Re: Frequent drop outs

SammyM — Mon, 28 Mar 2022 12:31:25 GMT

Thanks for getting in touch @90mrcy, I'm really sorry you are experiencing an issue with your wireless and for the disruption this is causing.

Have you been through changing the wireless channels outlined here?

Re: Frequent drop outs

90mrcy — Mon, 28 Mar 2022 13:58:24 GMT

Hi @SammyM , thanks for this. Yes I have tried that to no avail and so switched them back to auto. We also have recently purchased Eero wifi extenders and that hasn't helped with the drops.

We moved house about 4 months ago and had the same issues then. We took our router with us so not sure if that would be the cause, but its the only common denominator that I can think of.

Re: Frequent drop outs

adam945 — Mon, 28 Mar 2022 16:40:22 GMT

Thanks a lot for getting back to us @90mrcy and I'm really sorry to hear that you've continued to have issues despite changing the WIFI channels. Do you notice a change in colour of the light on your router when your service disconnects?

The line looks pretty stable from our side to be honest so I'm confident that the drops you're having are with the wireless connection.

It also might be worth giving your router a single reboot, up time has reached 30 days so it's likely the router has gathered a fair amount of cache, resetting it can help.

Re: Frequent drop outs

90mrcy — Tue, 29 Mar 2022 13:00:03 GMT

Thanks @adam945 . When it drops out it tends to be just a few devices (not all) and the router stays blue so agree sounds like a wireless issue. I'll reboot our router and see if that makes a difference.

Re: Frequent drop outs

LaurenB — Wed, 30 Mar 2022 07:24:42 GMT

Thanks @90mrcy, let us know how you get on with that!

If the issues continue, can you advise if it's the same devices that are the ones that disconnect every time, or can it vary on which ones disconnect and which stay connected?

Have you noticed if the drop happens if a specific device is turned on or used?

Re: Frequent drop outs

90mrcy — Sun, 03 Apr 2022 11:01:45 GMT

rebooting of the router worked for a few days but today I’ve had devices lose connectivity 3 times already this morning. I looked at my phone when it happened and it still says I’m connected to the WiFi, just that there doesn’t seem to be any internet.

I’ve noticed that it tends to be phones (multiple ones) that drop most often but could just be because we use those devices the most so more likely to notice

Thanks!

Re: Frequent drop outs

Gandalf — Sun, 03 Apr 2022 14:16:32 GMT

Hi there,

I'm really sorry to see you've been having a lot of connection issues. I've had a look into this for you (I love your Wi-Fi network name btw!) and I'd like to arrange a Qube engineer with you to help further and take a closer look.

Would you be able to reply to the ticket I've logged on your account Here with when you'll be available for a visit?

If you can post back once you've responded, I can make sure we book the engineer for you as soon as possible.

Re: Frequent drop outs

90mrcy — Sun, 03 Apr 2022 21:02:27 GMT

Thanks, I’ve replied to the ticket

Re: Frequent drop outs

adam945 — Mon, 04 Apr 2022 18:54:04 GMT

Thanks a lot for getting back to us, looks like the ticket has been picked up today, and an engineer visit has been arranged for 06/04/2022 between 8AM - 10AM

Re: Frequent drop outs

90mrcy — Mon, 18 Apr 2022 11:48:22 GMT

Hello all, wasn't sure how to best get this resolved as Plusnet has closed my ticket and doesn't let me open it back up. An engineer visited and called up Plusnet when they were at my house as they couldn't figure it out. They decided that it would be best to send us a new router and see if that solves the issues. However we are yet to receive the router and the closed ticket does not mention this at all. Can anyone please help with this?

Separately, we received an email today saying that our bill for the month had gone up by 27% without any reason. I think this is due to the discounts being incorrectly applied but it is strange as we are part way through a longstanding contract. Could someone please look into this?

Thank you!

Re: Frequent drop outs

jab1 — Mon, 18 Apr 2022 11:59:12 GMT

@90mrcy Those Qube engineers aren't the best, from what I've gleaned after they've paid people visits. The chances are they didn't follow the correct procedure to order the new Hub, especially as if, as you say, the closed ticket didn't mention it. This needs Help Team intervention.

The bill issue will also need HT intervention.

Re: Frequent drop outs

90mrcy — Fri, 22 Apr 2022 11:26:53 GMT

Thank you all! Does anyone know if the Help Team can respond in the forum? I seem to never be able to get through when I call up

Re: Frequent drop outs

jab1 — Fri, 22 Apr 2022 11:29:28 GMT

@90mrcy The Help Team I referred to are some of those who have already responded on here (the ones that say 'Help team' under their names).

Re: Frequent drop outs

Townman — Fri, 22 Apr 2022 12:18:17 GMT

@90mrcy wrote:

Separately, we received an email today saying that our bill for the month had gone up by 27% without any reason. I think this is due to the discounts being incorrectly applied but it is strange as we are part way through a longstanding contract. Could someone please look into this?

2022 Billing increases

Users have found the first bill following the price changes on 31st March 2022 odd because the brief summary presented at the top of the bill is just that - a summary. It does not reflect the important details of each line as fully described on subsequent pages. The first bill after the price rise, has for each chargeable item and their associated discounts...

A refund for the charges already paid on the previous bill (at the old rate) for the period from 31st March to the billing date
A re-charge in arrears (at the new rate) for the period from 31st March to the billing date
The charge at the new rate for the following month (charged in advance)

Consequently comparing this months bill with last months bill can create the impression that it has gone up more than the expected 9.3%. It is also possible that the annual prise rise is coincident with the end of the discounted minimum term, making the increase appear much larger.

Note: in some cases there is a known error on the first bill run which has omitted to adjust applicable discounts.

Price rises tend to give rise to users reviewing their account terms - some have found that their minimum term end date on their contract appears to be wrong, or inconsistent depending on which browser or environment they use to access the information. The one which looks sensible is probably the correct one. This issue is under investigation; if you need to confirm the details, please contact COTS.

Re: Frequent drop outs

Gandalf — Fri, 22 Apr 2022 15:44:33 GMT

Hi @90mrcy

I'm really sorry we haven't picked your post up sooner and we've not sent you a new router either. The engineer notes do say that everything checks out fine and the next step is to replace the router.

I've arranged to send you a new one now we'll get put in the post as soon as we can.

It might have missed our post today so it may not be collected by Royal Mail until Monday evening, but all being well you should receive it by mid-next week. Let me know how it goes.

Regarding your bill, it looks like that's due to the price rise as Townman's suggested but let me know if you've got further queries though about it and I'll be happy to help.