topic Re: Issues with new connection, router advice needed in Full Fibre

Issues with new connection, router advice needed

Hlrslt — Tue, 23 Nov 2021 22:26:32 GMT

Recently switched to plusnet and wish we hadn’t! The speeds from the router are so inconsistent, dropping down to 1-2mb when standing by the router and not reaching some parts of the house at all. Numerous calls to plusnet and an engineer visit. According to plusnet the connection looks fine, clearly it isn’t. Have been offered £35 to buy a new router but given absolutely no guidance on what sort of router we should purchase. One advisor offered to send one of the new style hubs, next advisor said we couldn’t have one as we weren’t new customers. Any advice on this, particularly on a replacement router, gratefully received.

Re: Issues with new connection, router advice needed

bill888 — Wed, 24 Nov 2021 05:56:40 GMT

Have you checked the speeds with a computer wired directly to the Hub ?

If slow speeds only affect wifi, try this to help narrow down the problem

https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/td-p/1351950

Plusnet is pushing out new firmware to all Hub Ones. If your hub is likely to be on the old firmware ending in .263 (you can see version no. at bottom of hub login page), you could ask them to push out new firmware to your hub here:

https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/td-p/1696363/page/189

Try a cheap BT Smart Hub 6 v1 (2016 model) You can pick one up on eBay for a tenner.

https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/td-p/1587673

Re: Issues with new connection, router advice needed

jab1 — Wed, 24 Nov 2021 07:47:30 GMT

Good advice from @bill888 above, but for more advice, as Plusnet have said your connection is fine, results from these two links: BT Broadband - Hiding your phone number, and the 'Advanced Diagnostics' page from BTW Performance Tester , along with the Help Desk page from your Hub - obscuring personal details, would be a great help. Is the 'Broadband user Name' at line 12 yours, or ''setup@plusdsl.net'?

Re: Issues with new connection, router advice needed

LaurenB — Wed, 24 Nov 2021 11:13:29 GMT

Hiya @Hlrslt, I am really sorry for the issues that you are having with your service.

I have tested the line and this isn't highlighted any issues; we're seeing a sync speed of 79mb and the connections is looking stable.

The issue does look to be with the wireless connection between the devices and router. The advice @bill888 has provided is bang on in terms of ensuring you are on the latest firmware on your hub one and also in terms of splitting the frequencies as this will help with most WiFi issues. If you have any issues doing this at all, let me know and I can do try do this remotely for you.

The Hub One does work adequately for the majority of our users but sometimes, may not be suitable for the environment and a different router may help. I am really sorry that you felt left in the lurch after being issued a credit, we can't really offer support on third party routers but our other users on our forum will be able to provide the best advice on this for you.

I would advise to give the other steps a try first though if not already and let us know how you get on.

Re: Issues with new connection, router advice needed

jab1 — Wed, 24 Nov 2021 11:19:21 GMT

In that case, @LaurenB , looks like my steps won't be needed - just thought I'd suggest them in case you HT people didn't pick up and it would have given other Community members an idea.

Re: Issues with new connection, router advice needed

LaurenB — Wed, 24 Nov 2021 14:09:25 GMT

Good shout though @jab1, especially checking the broadband username isn't 'setup' given the problems this can cause and how easily something so simple can be missed

Re: Issues with new connection, router advice needed

Hlrslt — Thu, 25 Nov 2021 20:11:34 GMT

Thanks Lauren, I have followed the advice from Bill to split the frequencies but it doesn’t appear to have made any difference. I have requested the firmware update as advised but have not had a response as yet. Would you be able to update the firmware for me?

Re: Issues with new connection, router advice needed

Hlrslt — Thu, 25 Nov 2021 20:16:10 GMT

Just to add I did check this and the username isn’t ‘set up’

Re: Issues with new connection, router advice needed

TheMightyAJ — Fri, 26 Nov 2021 12:13:45 GMT

Hi @Hlrslt,

I'm really sorry to hear that you've been experiencing issues with the service. You mentioned you'd split the frequencies - are you tending to use one frequency over another when you encounter issues?

Re: Issues with new connection, router advice needed

Hlrslt — Fri, 26 Nov 2021 12:50:31 GMT

Hi AJ,
It looks like all our devices are using the 2.4 frequency. Is that correct? Also since the firmware update we have 2 WiFi network options, one with the original name and one with the original name plus ‘forum’. Could you advise which of these we should be using.

Re: Issues with new connection, router advice needed

TheMightyAJ — Fri, 26 Nov 2021 15:55:50 GMT

The "forum" network is likely the 5GHz frequency. It may be worth moving some of the devices over to the 5GHz frequency to see if this makes any difference to the situation.