topic Re: WiFi Keeps Dropping Business Customer in Broadband

WiFi Keeps Dropping Business Customer

DavideB — Sat, 25 Feb 2023 17:49:45 GMT

Hello, Not really happy with PlusNet

I have been with PlusNet for years as a Residential and Now Business. My WiFi is terrible it keeps dropping out and when it works it's average - Poor Quality WHY???

I have an excellent router Drytek and that has never given me any problems. This has only started recently and PlusNet will not help.

I have to revert to using my 3 wifi dongle, which perfectly runs my firestick with Netflix, Amazon, etc., without any issues.

As a business customer, I would appreciate some help or why I am paying for business services.

Please do not blame my phone or where the router is as it has been in the same place for years without any issues. There is only me and my wife, so no blaming kids. and we only use our phones x 2 and WiFi for the firestick.

Many Thanks

Davide

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 18:03:03 GMT

@DavideB From your description, although you say 'my Wi-Fi keeps dropping' I suspect you mean you are losing the connection to the internet - is this the case?

It also appears from your post you do not have a desktop/laptop, so I'm wondering why you have a business connection?

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 18:36:42 GMT

Amendment to the above, having re-read the initial post. From that picture, your phone is reporting a poor Wi-Fi signal. That is nothing to do with Plusnet, their responsibility ends at your master socket, and as you are not using a PN supplied router, they have no obligation to help you. Despite your 'don't blame my router/phone comment', it is your router (or its Wi-Fi capabilities), which is the issue, as the phone says the Wi-Fi is poor.

Re: WiFi Keeps Dropping Business Customer

Gel — Sat, 25 Feb 2023 19:58:12 GMT

Use the SEARCH facility for "WIFI ISSUES"; this'll explain the steps YOU need to take to try & fix.

Re: WiFi Keeps Dropping Business Customer

Dan_the_Van — Sat, 25 Feb 2023 20:06:13 GMT

The screen shot indicates "poor quality" which is not does necessary mean poor signal. You can have a strong signal but it's being corrupted which relates to poor quality message

Are you using 2.4ghz or 5ghz?

A starting point would be try using a wifi analyser to check if the wifi networks are congested and try another channel which is less busy.

It could be the wireless transmitter of your router causing the issue and a restart if not already been tried could resolve the issue.

If that doesn't help I would try another wireless access point connected to your broadband connection.

HTH

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 20:11:28 GMT

God thoughts, @Dan_the_Van , but I'm wondering, seeing as the OP stated his Draytek has been 'perfect for years' if it is only 802.11b/g, and the phone is looking for a more modern standard?

Re: WiFi Keeps Dropping Business Customer

Dan_the_Van — Sat, 25 Feb 2023 20:18:44 GMT

@jab1 god thoughts?

Not sure what the 801.11 standard has to do with signal quality as the network device should be backward compatible.

Let's see what the OP has to say before anymore comments

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 20:21:00 GMT

Fair enough, Dan, although having seen his previous activity on this forum, I doubt we will get a response.

Re: WiFi Keeps Dropping Business Customer

DavideB — Sat, 25 Feb 2023 20:42:15 GMT

Hello John

I do have a Desktop PC so does my wife as we both work from home: But the Amazon Firestick for the TV and our two phones are the problem. My 3 Dongle works perfectly without a glitch. I do not see why as a business account I am having to use a 3 dongle and not PlusNet WiFi

Davide

Re: WiFi Keeps Dropping Business Customer

DavideB — Sat, 25 Feb 2023 20:46:03 GMT

No need for sarcasm. Reason for no previous post I have not had any issues. Not going to post for the sake of it

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 20:47:49 GMT

@DavideB How old is the Draytek? Just wondering if it is getting old and failing - electronic devices do have a finite life. The issue is, as I see from your comments, that the Wi-Fi appears to be deteriorating - that is totally down to your equipment - providing that the data rate to your master socket - the limit of Plusnets responsibility - is OK.

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 20:48:28 GMT

@DavideB wrote:

No need for sarcasm. Reason for no previous post I have not had any issues. Not going to post for the sake of it

Fair enough - apologies.

Re: WiFi Keeps Dropping Business Customer

DavideB — Sat, 25 Feb 2023 20:54:01 GMT

To be honest I do not have a clue what to do

Re: WiFi Keeps Dropping Business Customer

DavideB — Sat, 25 Feb 2023 20:54:37 GMT

Another screen shot

Re: WiFi Keeps Dropping Business Customer

DavideB — Sat, 25 Feb 2023 20:57:29 GMT

Draytek is a few years old well at least 10. I asked about changing it and (As I do not know a lot about these things) got told no need to change it

Then I thought as PN will be moving me to BT do I really need to buy a new one? Any advice is much appreciated

Thanks

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 20:59:18 GMT

@DavideB The first of those screenshots shows you are the only local signal on Ch6, which is good - no interference, the second confirms it,

Re: WiFi Keeps Dropping Business Customer

jab1 — Sat, 25 Feb 2023 21:03:58 GMT

You probably don't need to buy a new modem/router in that case - when the move is confirmed, ask them if they will supply a Hub2 (for the £6.99 P&P charge). It will be more modern, by a long way, and possibly solve some of your issues. If it doesn't, there are plenty of Community members who can advise.

Re: WiFi Keeps Dropping Business Customer

Townman — Wed, 01 Mar 2023 02:02:20 GMT

Can we rewind on this issue?

If this is indeed a "WiFi" issue and the user is not using a Plusnet router - how is this a Plusnet issue? Such would explain why Plusnet cannot assist here - no line fault for them to fix and they have no responsibility for a third party router.

However, "it works fine with my 3 dongle" somewhat suggests that this might not be a WiFi issue at all, but a broadband connectivity issue ... which should be being experienced by the PCs as well.

@DavideB

Is the BlueM SSID on channel 2 yours as well?

Is there a WiFi extender which you've not mentioned?

If yes, why is it on channel 2 - which removes the clear space between channel 1 and channel 6 devices?

Can you be certain that the issue is not your devices flip-flopping between the two WiFi APs?

If all is OK with the 3 dongle (details not clearly stated, but one presumes this is a fall back connection facilitated by the Draytech router) then one needs to look at the phone line connection before anything else.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a phone plugged into the test socket behind the face plate of the master socket (ideally this should be a corded phone). The line should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. NB: You need to put your LANDLINE NUMBER after "PHONE" [missing instruction].

Phone Faults

Re: WiFi Keeps Dropping Business Customer

DavideB — Wed, 01 Mar 2023 08:56:43 GMT

Hello

Firstly I do not know what you are on about I am 66 years old and you lost me after "Can we rewind on this issue" All I know is that I have a Plusnet business account. I have a problem with my WiFi keeps dropping. It has never happened before I have been with Plusnet for many years and wanted to know what is happening.

Thanks

Davide

Re: WiFi Keeps Dropping Business Customer

Townman — Wed, 01 Mar 2023 14:44:37 GMT

It is very simple really - this is being reported and examined by those who have offered help as a “WiFi” issue. To help we need to step back “rewind” on what’s been explored thus far, as WiFi has nothing to do with the service provided by Plusnet where you are not using a router supplied by Plusnet.

You have been asked questions about your WiFi set up, can you answer that question please?

Given that you state that all is fine with the 3 dongle, it is reasonable to infer that the issue is NOT WiFi as you described but is the broadband connection. That and WiFi are not the same, calling them the same creates a good deal of confusion. You’ve been asked to test the telephone line for noise which is a fundamental diagnostic step in identifying what might be wrong with your broadband connection.

I’m not sure what bearing age has on the matter - those seeking to help here are older than you.