topic Re: Losing internet on Hub 2 in Broadband

Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 10:30:55 GMT

Hi all, new here, we have been with Plusnet for a few months. First Hub 2 was often difficult for our Apple devices and new Asus laptop to connect to, lots of spinning icons, and when we did connect there was often no internet. After trying for weeks we contacted Plusnet and they said router was probably faulty, so sent a new one. That was good at first but now increasingly having same problem, especially with Asus. Any ideas?
Savbo

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 10:50:46 GMT

@Savbo A wild thought - what user name is displayed on your Hubs Broadband - Internet page? If it is yours, don't post it here, just say 'mine'.

Re: Losing internet on Hub 2

mystreet1 — Tue, 05 Aug 2025 11:04:39 GMT

@Savbo also make sure nothing is plugged in the WAN port (usually red) if you are on FTTC.

Re: Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 11:43:15 GMT

Now I am confused! Where does the connection to the Openreach box go if not the WAN socket? That’s what the instructions for the Router say to do?

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 11:49:49 GMT

So, @Savbo - you are on an FTTP connection?

Re: Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 11:53:13 GMT

Thanks, it’s mine, though it wasn’t when I spoke to Plusnet a couple of weeks ago, they talked me through correcting it

Re: Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 11:54:53 GMT

Yes, with the Openreach box

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 12:00:25 GMT

OK. So have you checked your username and password in the Hub are correct?

Re: Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 13:17:08 GMT

Yes they appear to be correct. The ‘No internet, secured’ status is intermittent. Also, we have a TPLink extender connected to the Hub 2 and it seems to work almost all the time?

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 13:24:13 GMT

That is another of my thoughts trashed, then. I seem to recall having a similar issue many years ago, and solving it, but I can't remember the solution, except to think it was a setting somewhere in the Windows environment. Can't check now, as I don't use MS hardware.

Re: Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 13:32:14 GMT

Thanks for trying! It affects both the laptop and our Apple devices - when I last spoke to Plusnet it was the laptop that was having trouble and they said it must be an issue with that.
I haven’t tried Factory Reset yet, is that a wise move?
Michael

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 13:37:35 GMT

A factory reset of the laptop? If so, I am reluctant to advise, as my last Windows OS was W7 on a machine that gave me no real issues. Which Windows OS are you using?

Re: Losing internet on Hub 2

outcast — Tue, 05 Aug 2025 13:50:14 GMT

@Savbo -

What speed tier is your Plusnet Full Fibre package ?
Have you tried using your Asus laptop when connected directly to the router with an Ethernet cable ?
Do you have any other spare routers available, perhaps from previous ISPs ?
What model of TP-Link extender are you using ?

Re: Losing internet on Hub 2

MisterW — Tue, 05 Aug 2025 13:48:19 GMT

Also, we have a TPLink extender connected to the Hub 2 and it seems to work almost all the time?

Ah! the old Tplink DHCP problem

@Savbo there's an issue with some versions of Tplink extenders. Even though they are confiured in 'Access point mode' with their DHCP server supposedly disabled, they will occasionally re-enable their DHCP server when they 'think' there's no other DHCP server on the network.

First check that there is no problem with the TPlink disconnected. Then make sure the tplink has the latest firmware.

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 13:49:21 GMT

Personally, I don't think it is a speed/connection issue - it certainly wasn't for me, and the first non-AI generated response I got on searching (from MS themselves) suggested it was specific-machine related.

Re: Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 13:51:48 GMT

Sorry no, I meant a reset of the router.

Given the iPhones and iPads are also having trouble connecting, I think it must be a router problem?

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 13:53:52 GMT

As those with more knowledge have chipped, I'll leave it to them.

Re: Losing internet on Hub 2

outcast — Tue, 05 Aug 2025 14:00:45 GMT

Oh @jab1 , don't leave now, I was enjoying reading your insightful replies

@jab1 wrote:

...having a similar issue many years ago...I can't remember the solution, except to think it was a setting somewhere

Re: Losing internet on Hub 2

jab1 — Tue, 05 Aug 2025 14:04:11 GMT

Sorry, but my MS experience ceased with W7 - which is why I am reluctant to comment on anything related to later OSes.

Re: Losing internet on Hub 2

Savbo — Tue, 05 Aug 2025 14:11:21 GMT

It’s 140Mbps
Ethernet works but it took laptop a while to see it - but it has to come through an Anker USBC hub
Sadly we got rid of EE router a couple of months ago
It’s a TL-WA854RE
As per another reply - I’ve now removed TPlink from wall and all appears to be working now!