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Devices disconnecting from internet

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Cosmopolish
Hooked
Posts: 7
Fixes: 1
Registered: ‎06-03-2019

Devices disconnecting from internet

This issue has been ongoing for months with me trying to fix it by doing line testing on this page and contacting Customer Support a few times but it always seems to come back. Also tried to change channels on my router but didn't notice any imrovement. Various devices connected via WI-Fi lose ineternet connection a number of times a day. Ususally they reconnect after a few minutes but often I have to reboot Hub One (a few times a week). When the issue happens I usually see on my PC "connected, no internet" message. That would indicate that the WIFI signal is strong and there is a problem with the router? Even more strangely, often somebody at the house watches Netflix with no problem or plays online on PS4 and I get disconnected on my mobile or PC so the internet connection is OK at the time. The problem is intemittent and difficult to contact Customer Support when it happens.

I have put up with it for long but I'm getting really fed up and now, when my contract is nearing end, I have started looking at my options. Which are:

- stil try to fix it,

- buy a new router, hoping that's what causing my problems,

- changing a provider, hoping for the best :-).

 

Would be grateful for any advice on the options :-)

 

 

11 REPLIES 11
Plusnet Help Team
Plusnet Help Team
Posts: 1,070
Thanks: 239
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Registered: ‎11-01-2018

Re: Devices disconnecting from internet

 

Hi @Cosmopolish

 

Thanks for getting in touch - I agree that this is likely a wifi issue - your physical connection looks good.

 

If you've tried splitting out the wifi frequencies as detailed here, it may be worth ensuring that you're on the most recent firmware version.

 

Could you go to the router hub menu by typing in 192.168.1.254 and let me know which firmware version you're currently running?

 

Thanks

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
Cosmopolish
Hooked
Posts: 7
Fixes: 1
Registered: ‎06-03-2019

Re: Devices disconnecting from internet

Hi, @RandallFlagg ,

 

thanks for replying.

Just checked and it's: 

Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated 20/02/19

Plusnet Help Team
Plusnet Help Team
Posts: 386
Thanks: 79
Fixes: 22
Registered: ‎24-04-2017

Re: Devices disconnecting from internet

Hi @Cosmopolish, thanks for getting back to us with that. I can confirm there's no known issues with the firmware version your router is on. I'd advise if you haven't already and I believe what my colleague was trying to link you to, is to optimise your wireless to best suite the property and look at splitting the 2.4Ghz and 5Ghz frequency to see if this stops the issue you're seeing with devices dropping off.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app called wifi analyzer which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices to for a stronger signal.

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.

Let us know how it goes.

 Ben Devine
 Plusnet Help Team
Cosmopolish
Hooked
Posts: 7
Fixes: 1
Registered: ‎06-03-2019

Re: Devices disconnecting from internet

OK. Done up to point 3).

Will get back with results later this week.

Thank you!

Plusnet Help Team
Plusnet Help Team
Posts: 386
Thanks: 79
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Registered: ‎24-04-2017

Re: Devices disconnecting from internet

You're very welcome @Cosmopolish. Let us know if this helps Smiley

 Ben Devine
 Plusnet Help Team
Cosmopolish
Hooked
Posts: 7
Fixes: 1
Registered: ‎06-03-2019

Re: Devices disconnecting from internet

Hi again guys,

Going through steps 1-3 I didn't see any improvement. When I proceeded to do the further steps (manual channel selection) is actually worse than before - more frequent drops than before I started doing anything.

I'm reverting back to automatic channel selection but will leave 2.4 and 5ghz split. 

Anything else I can try?

 

Thank you

Plusnet Help Team
Plusnet Help Team
Posts: 1,048
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Registered: ‎26-03-2018

Re: Devices disconnecting from internet

Hi @Cosmopolish,

 

Thank you for running through those steps, I'm sorry to hear that this hasn't resolved the problem. We're going to need to look into a replacement router at this stage, I'm afraid. As your router is outside of its warranty period, the following options are available for a new router:

 

- A new router can be purchased at any point for £99 + £6.99 Postage and packaging

 

- If you were to renew your contractand get new monthly discounts set up we could waive the £99 and it would just be the £6.99 P+P.

 

If you're looking to re-contract for a new router our customer options team can be contacted directly on: 0800 013 2632 (current call queue: 00:00)

 

- A 3rd party router can be purchased your side and we can send the relevant details you'd need to set it up with our connection (this'll need to be a VDSL compatible router for your fibre broadband).

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Baldrick1
Aspiring Hero
Posts: 2,476
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Registered: ‎30-06-2016

Re: Devices disconnecting from internet

@Cosmopolish 

In case this is a wireless interference problem then try downloading a wireless sniffer app. I use Wifi Analyser on an Android phone. With this you can see both your and neighbours' wireless channels and strengths. The trick is to check at both the router location and where you use your devices, as they can be significantly different. Find a channel with the minimum neighbours' transmissions in all locations and manually select that.

Another quite cheap option is to go onto Ebay and buy a BT Smarthub 6. These cost about £20 and have better wireless performance. You need the FTTC version (most are) These are identified by having 4 yellow LAN sockets. You don't want the FTTP version, which has a red WAN sticker fixed to one of the LAN sockets. Setting instructions are here https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/m-p/1587673#M85...

Cosmopolish
Hooked
Posts: 7
Fixes: 1
Registered: ‎06-03-2019

Re: Devices disconnecting from internet

@Baldrick1 Thanks for the tip. I have just got Smart Hub 6  as suggested as it seems to me the cheapest option without any commitment to check whether this is the router's issue. It arrives later this week and I will post an update. 

Cosmopolish
Hooked
Posts: 7
Fixes: 1
Registered: ‎06-03-2019

Re: Devices disconnecting from internet

Fix

So, after changing my router to BT Smart Hub 6 (as suggested by @Baldrick1) I haven't experienced any connection drops over my WIFI. Happy days!

Thanks to everyone for all the answers and suggestions!

Plusnet Help Team
Plusnet Help Team
Posts: 698
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Fixes: 28
Registered: ‎09-10-2018

Re: Devices disconnecting from internet

Hi @Cosmopolish, thanks for updating us.

 

We're extremely pleased to hear that you're now not experiencing any issues, although it's a shame that you had to go to the length of using a 3rd party router.

 

Please let us know if you need any further assistance at all, we're only a click away.

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 Owen P
 Plusnet Help Team