topic Re: WiFi constantly dropping out in Full Fibre

WiFi constantly dropping out

Nordicgod1972 — Sat, 10 Aug 2019 21:15:18 GMT

Been with plusnet for 6 months now , before I was EE and never had a drop out and before that BT and also never had a drop out .

This is getting ridiculous now , even logging into this site I was on WiFi then it drops out and switches back to 4g on my iPhone . When ever people come over they log into my network and then it constantly drops in and out , so now most people don’t even bother to log into the WiFi network .
I have no problems with the PlayStation or desktop pc and my tado heating as they are all wired into router it’s just the WiFi , I am paying for a service that I can’t seem to use .

Can you check your end please
And also what can I do to resolve this problem
This affects all iPhones that are connected to the dual network

Re: WiFi constantly dropping out

notmyname — Sat, 10 Aug 2019 22:11:17 GMT

"I have no problems with the PlayStation or desktop pc and my tado heating as they are all wired into router it’s just the WiFi , I am paying for a service that I can’t seem to use ."

You're not paying for WiFi, you're paying for the connection to the home.

Re: WiFi constantly dropping out

Nordicgod1972 — Sat, 10 Aug 2019 22:22:30 GMT

I am paying for a service and it’s not working as advertised ,what’s a WiFi router with defective WiFi but thanks for your input , If you can’t help then why comment ????

Re: WiFi constantly dropping out

notmyname — Sat, 10 Aug 2019 22:29:49 GMT

I can help if you wish, but you're not going to like the answer. You can either try changing the wireless channels on the router, or buy your own router.

The plusnet hub is notoriously bad when it comes to wireless. However, you don't pay plusnet for "WiFi", you pay them for access to the Internet via a wired device, as highlighted in their T&Cs.

Re: WiFi constantly dropping out

Nordicgod1972 — Sat, 10 Aug 2019 23:04:07 GMT

Ok will give that a go , was routing around the garage earlier and found the BT home hub , is it possible to install that instead ? I take it there might be a guide to it somewhere?

Re: WiFi constantly dropping out

HarryB — Sun, 11 Aug 2019 00:38:26 GMT

@Nordicgod1972 wrote:
was routing around the garage earlier and found the BT home hub , is it possible to install that instead ?

Assuming it's a Fibre compatible BT Home Hub, you should be able to use it.

@Nordicgod1972 wrote:
I take it there might be a guide to it somewhere?

This Post should help with the setup

EDIT:

If you've got a Smarthub 6, it'll be This Post

Re: WiFi constantly dropping out

Nordicgod1972 — Mon, 12 Aug 2019 22:59:18 GMT

Sorted followed guide and stuck the BT home hub 5 router back place of the very bad plus net one and all working well

Re: WiFi constantly dropping out

OllieC — Tue, 13 Aug 2019 09:14:38 GMT

We're really glad to hear you're up and running, @Nordicgod1972

If you require further assistance, please feel free to get back in touch as we are more than happy to help.

Kind Regards

Re: WiFi constantly dropping out

nixy — Fri, 15 Nov 2019 09:39:44 GMT

I am having the same issue with WiFi and my iPhone. This is my second term with Plusnet and during the first year I never had this issue. I’ve been with sky and BT with no issues. Unfortunately I won’t be renewing again if this continues.

Re: WiFi constantly dropping out

Mads — Fri, 15 Nov 2019 13:57:41 GMT

Hi there Nixy,

Thanks for reaching out to us here.

I'm sorry to hear you are having trouble with the WiFi service, are you noticing this issue with any other device? Have you tried to connect via a ethernet cable & monitor for drops?

I have tested your service today, and your circuit is currently in sync at 27.2mbps which is below your estimates - can you go through our troubleshooting guide here and let us know how you get on?

Thanks.

Re: WiFi constantly dropping out

nixy — Fri, 15 Nov 2019 19:52:55 GMT

Hi. Yes I have been through all the trouble shooting steps but I am not getting the speed I should. I have tested this using my lap top and an Ethernet cable. I am managing to use most of my devices including smart tv but as I am the only one in the house I’m not using multiple devices at once. The TV buffers occasionally which obviously it shouldn’t as I’m paying for fibre. My main problem is the constant dropping of WiFi on iPhone and iPad.

Re: WiFi constantly dropping out

EmilyD — Sat, 16 Nov 2019 10:57:26 GMT

Hi @nixy,

Thank you for confirming that you have been through the troubleshooting checks. I'm sorry to hear that this hasn't resolved the problem.

I've tested your line and the test isn't picking up any problems from here and shows that your line is still syncing at 27.2mbps. Contrary to what my colleague has said, this is within the estimates for the line which are 25- 39.3mbps. As this is the case, it appears that the issue lies with the wireless signal.

I've sent you a new router to try and it'll be with you within 3-5 working days. There's no charge for the router or the postage as you're within your contract. Please let us know if this issue persists once you have the new router.

Re: WiFi constantly dropping out

nixy — Sun, 17 Nov 2019 09:01:55 GMT

Thank you. I will let you know how that goes.

Re: WiFi constantly dropping out

nixy — Mon, 09 Dec 2019 20:20:31 GMT

I received the new router and obviously had to reconnect every device in the house to WiFi. My iPhone started working absolutely fine - until today when the problem has started again. I had had to use 4G to type this message. It is simply bizzarre that itnknky happens with apple devices and has been fine until recently!

Re: WiFi constantly dropping out

OskarPapa — Tue, 10 Dec 2019 15:02:06 GMT

Hi @nixy, thanks for your post.

We're sorry to hear that the issue has re-occurred.

I note from a previous post that on the old router you'd completed all of the troubleshooting - Did this include splitting the frequencies and if so have you been able to split the frequencies on the new router as yet, to see if it improves things?

Re: WiFi constantly dropping out

nixy — Tue, 10 Dec 2019 15:13:11 GMT

Hi
I haven’t tried splitting frequencies as I couldn’t see that in the troubleshooting section but happy to give it a go with instructions.

Re: WiFi constantly dropping out

MatthewWheeler — Wed, 11 Dec 2019 09:38:49 GMT

Thanks for getting back to us @nixy

I've provided the instructions below for you on how to split the bands

1) In your browser go to 192.168.1.254.
2) Hit Advanced Settings and enter your Hub admin password when prompted (unless you've changed it, you'll find the default password on the settings card)
3) Continue to Advanced Settings.
4) Tap on Wireless.
5) Choose 5GHz tab.
6) Change 'Sync with 2.4Ghz' to No.
7) Change the name of the 'Wireless SSID'
8) Save the changes.

If you're still having issues making the changes just let us know as we can make the change remotely for you with your permission.

Re: WiFi constantly dropping out

nixy — Mon, 16 Dec 2019 20:42:51 GMT

I’ve followed your instructions. My iPhone no longer switches over to 4g when I try to go online and the WiFi icon on my phone is showing full strength. However it is still unusable and just won’t load pages. I have had to manually put my phone on 4g to log on and type this. This is only an issue on my Apple devices but as the only internet browsing I do at home is Apple obviously this is a big problem for me.
I’m assuming I’ve done everything correctly however my phones WiFi hasn’t selected the renamed connection - should it have?

Re: WiFi constantly dropping out

Nordicgod1972 — Mon, 16 Dec 2019 20:45:59 GMT

Just 6 months to go then I can get away from this terrible WiFi . Apple phones don’t like plusnet , I have even switched to my old BT router to use and the speeds are terrible , even get buffering whilst connected via Ethernet on PS4 on sky app

Re: WiFi constantly dropping out

nixy — Mon, 16 Dec 2019 20:51:04 GMT

The first year was fine. I stayed for a further term as the customer service was so good. But then Apple just suddenly stopped being compatible! I too will have no choice but to switch when my current contract is finished if the issue can’t be resolved. Shame.