topic Re: Can anyone help with my Wi-Fi please and thanks!! :-) in My Router

Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:15:52 GMT

Hi there,
I've been having trouble with my Wi-Fi recently which to be honest hasn't been great, I've done all the regular things like restart my phone, reconnect the Wi-Fi by forgetting it and refreshing it to reconnect again, I've changed the wi-fi band in the settings lots of times and used 1, 6 and 11 as recommended, refreshed it and even tried it on auto settings too and nothing really improves it.

I've been having to constantly turn on my mobile data to load up social media which is not only using up my data (I'm on Plusnet for phone also) but I'm sat in the same room, right in front of the router and it's still really not good.

Can anyone help improve it please or can someone at Plusnet maybe do something at their side to kindly do this for me? I've honestly gone through so many things for ages with it that I just feel kinda burned out a little with it really so would appreciate if someone at Plusnet could be so kind to do it a little better for me please 🙂

I just want some help that's all as it's been like this for months to be honest now and I just can't seem to fix it or improve it at all.

The router is placed in the same place it's always been and is easy to get to, so not sure why the Wi-Fi signal isn't great lately.

It says the signal strength is as follows (I've blanked out the things I think I need to):

Can anyone help improve my wi-fi please and thanks!! 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

dvorak — Wed, 06 Apr 2022 16:20:34 GMT

Moderators Note

This topic has been moved from Fibre to My Router

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

RRM — Wed, 06 Apr 2022 16:21:49 GMT

Do you not have 5Ghz? Is your router set to band steering?

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:24:29 GMT

I was just about to link them now, this is my 5GHZ settings (which it seems to connect to) 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

RRM — Wed, 06 Apr 2022 16:25:48 GMT

Are your SSIDs and passwords the same?

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:27:04 GMT

I have no idea what that means lol

Thanks for your kind help by the way, I really appreciate it 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

RRM — Wed, 06 Apr 2022 16:27:33 GMT

The Wi-Fi name and the password to connect

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:28:34 GMT

No, the SSID and wireless key are different, I wasn't sure if I could display them here but they are different 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

RRM — Wed, 06 Apr 2022 16:32:27 GMT

Ok, are there any advanced settings?
Have you tried connecting to the 2.4Ghz Wi-Fi ? ( 2.4Ghz normally have a greater range but slower speed).

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:32:39 GMT

Oh but it's the same SSID and Wireless key on 2ghz and 5ghz if that helps 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:36:29 GMT

Yeah, I think Plusnet did something before with that, I forget as I wasn't fully sure what they did when I was having trouble a while back, I'm pretty sure they turned it off but I couldn't be sure.

Just looking on my phone now and it says connected to the Wi-Fi then in frequency is says 2 GHz, I'm not getting the option to connect to the other one on the devices so I'm really not sure but I'm in the same room with the router also and as mentioned above, it's in the same place and easy to get to.

It's really confusing to be honest however soon as I turn on mobile data everything loads completely fine, it's been like this a while and on other people's phone's too when they've connected.

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

RRM — Wed, 06 Apr 2022 16:46:15 GMT

Next stage troubleshooting, before you try this, do you have a computer connected via Ethernet cable to the router?

If yes, try turning off the Wi-Fi on the 5Ghz, apply settings, wait a few minutes then enable it again, apply settings.
Do the same, just turn off, for the 2.4Ghz and check your phone.

If you can’t see the network with 2.4Ghz turned off then there maybe a problem with the 5Ghz side.

Also, does you phone get an IP address, something like 192.168.0.23?

R

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:46:10 GMT

I do yes, I'll do that now 🙂

I'll come back in a few mins and let you know how it goes and thank you so much for being to kind to help 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Wed, 06 Apr 2022 16:51:07 GMT

Ok, I did that and yes, when 2ghz was turned off I could see 5ghz there connected to.

I do also get an IP address similar to the one you mentioned.

They're now both on and it's connected to 5 GHz now on my phone.

I really appreciate your time and help here, I'll see how it goes however thank you so much!!! 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

RRM — Wed, 06 Apr 2022 17:08:17 GMT

No problem.
Glad I could help.
R

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

adamwalker — Thu, 07 Apr 2022 09:29:22 GMT

Cheers for taking my call just now Robbie, it was really nice chatting to you. As mentioned I'll keep an eye out for further replies from you and I can always log into the router from here if there's any further problems and make sure we get any issues sorted that way.

All the best!

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

bobpullen — Thu, 07 Apr 2022 09:36:55 GMT

@robbieglover2k - what software version is the router running? If will tell you in the footer of the router managment pages.

Also, note that the strength indicator on the Wi-Fi configuration pages refers to the password strength, not the Wi-Fi strength.

That said, you should have no issue connecting to either the 2.4GHz or 5GHz network when situated in the same room as the router.

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

robbieglover2k — Mon, 11 Apr 2022 15:27:07 GMT

Hi Bob,
I checked all that and it was all up to date with the latest software, I found that on a guide somewhere to check erecently and it's all sorted there 🙂

And thank you so much for the info on the strength indicator, I didn't realise that so appreciate that dearly 🙂

I got a kind call not long after I posted here from Plusnet as well so I'm going to keep an eye on it for a week or so and see how it goes and then update, though please know how grateful I am also, I really do appreciate it so thank you!! 🙂

Re: Can anyone help with my Wi-Fi please and thanks!! :-)

adam945 — Tue, 12 Apr 2022 07:05:31 GMT

Thanks a lot for getting back to us @robbieglover2k

I've just updated the open ticket on the account, your case handler will follow this up with you when they're next in.