topic Re: Wifi issues in Broadband

Wifi issues

Loui — Thu, 13 Oct 2022 19:02:56 GMT

Have been struggling with my wifi signal. It may work for a period and then vanish and disconnects mobiles, computer, tv, alexa and playstation. My childrens homework has at times to be downloaded and most of the time I am using my mobile data. I have tried everything and have had plusnet check the line on 2 separate occassions. I am fed up with the lack of wifi and feel annoyed at paying for a service which isn't working properly. I am on month 7 of an 18mth contract and wondering how much it costs to leave it?

Re: Wifi issues

jab1 — Thu, 13 Oct 2022 19:04:11 GMT

@Loui Do you mean loss of internet? How long have you been a customer?

Re: Wifi issues

Loui — Thu, 13 Oct 2022 19:47:42 GMT

Have been with them a few years now and even changed from the old router to the fibre one.

Re: Wifi issues

Loui — Thu, 13 Oct 2022 19:49:09 GMT

Forgot say, its not the internet. Wifi signal keeps dropping and vanishes. Happens throughout the day and night.

Re: Wifi issues

jab1 — Thu, 13 Oct 2022 19:52:35 GMT

You say 'Wi-Fi signal keeps dropping and vanishes' - have you noticed any change in the light on the Hub at that time?

Re: Wifi issues

Loui — Thu, 13 Oct 2022 20:48:58 GMT

Usually blue and the rare time red/orange. Have turned it off at the wall and takes a while to reconnect.

Re: Wifi issues

jab1 — Thu, 13 Oct 2022 20:55:51 GMT

Thanks for that. I assume when you say all your devices lose connection, it is at the same time?

To be honest, it does sound like an issue with the network downstream of your Hub, but we need some solid data to try and narrow it down. I'm not going much further with this tonight - it's late - but would you be prepared to help me help you if I asked you for further information?

Re: Wifi issues

Loui — Thu, 13 Oct 2022 20:58:50 GMT

Yes, all devices lose it at once. Have shut them all off and turned them on again. I would appreciate any help you can offer. Thank you

Re: Wifi issues

jab1 — Thu, 13 Oct 2022 21:01:29 GMT

OK - watch out for my reply early tomorrow.

Re: Wifi issues

Loui — Thu, 13 Oct 2022 21:06:54 GMT

I will. Thank you
Louise

Re: Wifi issues

jab1 — Fri, 14 Oct 2022 07:09:24 GMT

@Loui Morning Louise. The information I am going to request below will help others to help you - we need some solid data to create a baseline. Anything you don't understand, just ask.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: Wifi issues

Loui — Fri, 14 Oct 2022 08:43:02 GMT

Have done the bt broadband check and preformance tester. Having difficulty posting screen shots. Not sure if I have hub 1 or 2.

Re: Wifi issues

198kHz — Fri, 14 Oct 2022 09:05:42 GMT

Mornin' @jab1 🙂

Are we not chasing a wild goose here?

OP confirmed in Message 4 that it's WiFi, not the internet. 🤔

Re: Wifi issues

MisterW — Fri, 14 Oct 2022 09:14:21 GMT

I think the problem is that to a lot of people, the Internet and WiFi are the same thing.

The problem may well just be a wifi issue but there was some mention of the Hub light being orange/ red so the line may well be dropping...

Re: Wifi issues

jab1 — Fri, 14 Oct 2022 09:47:20 GMT

@Loui wrote:
Have done the bt broadband check and preformance tester. Having difficulty posting screen shots. Not sure if I have hub 1 or 2.

@Loui To post screenshots, save them somewhere (my Pictures?) then click the icon to the right of the 'smiley' icon at the top of the reply window and follow the prompts.

Re: Wifi issues

jab1 — Fri, 14 Oct 2022 09:49:40 GMT

@MisterW think you are correct, which is why I posted my crib sheet. The OP seems open to help, so I have no problem guiding them, if needed.

Re: Wifi issues

Loui — Fri, 14 Oct 2022 13:16:27 GMT

Unable to do so. Won't let me post pictures. I tried through the clipboard and nothing. It is because I'm new to the forum?

Re: Wifi issues

jab1 — Fri, 14 Oct 2022 13:45:26 GMT

@Loui Are you using a desktop/laptop to do this? It is close to impossible on phones/tablets. It has nothing to do with how new you are.

EDIT: you cannot save pictures to the clipboard (as far as I know) you need to save them to a folder, which is why I suggested the obvious 'pictures' one.

A further thought - if you get this disconnection problem, please do not turn off the Hub - doing so introduces further complications.

Re: Wifi issues

Loui — Fri, 14 Oct 2022 19:37:36 GMT

Re: Wifi issues

Loui — Fri, 14 Oct 2022 19:39:15 GMT

I reset my mobile to desktop site and posted photos. Sorry for the length of wait.

Louise