Issues in Borrowash derby area (Willowcroft Exchange) - dropping connections - 23rd August 2019

[#1]

Anyone else on this exchange having issues today, are there major issues as DownDetector seems to suggest big problems across the UK? Any thoughts?

Cheers

[#2]

Hi All,

Not at home at the mo, but being told that a router reboot hasn't helped, still dropping out, can any nice Plusnet person on here please run a line and status check for me?

Cheers

[#3]

Hi @RichardA, I'm sorry to hear you're having broadband issues recently. We aren't aware of any widespread issues in that area and when testing your connection and line I'm not seeing anything pointing towards what could be causing the intermittent connection you've been seeing. In which case can I ask, are you experiencing the disconnections solely over wireless devices or wired too?


One thing I did spot when testing your connection is that the profile looks to be banding your speeds at 67Mbps. This wouldn't explain the intermittent connection you've been having but given your line estimates at 67-80Mbps download we can certainly look to get the removed. I've placed this request for this to happen with our faults team who will contact the suppliers and you should hopefully see the speeds increase above the 67Mbps mark in the next day or two.

[#4]

Hi Ben, thanks for looking into this, I will need to check the wired connections once I get home from work. So will drop something here after that, assuming the issue is still there once I'm home....

Also a BIG thank you for spotting the banding and requesting the change, much appreciated, I look forward to seeing the difference

[#5]

You're very welcome @RichardA. Let us know how it goes.

[#6]

Hi @BD , been doing some check since Friday and the Wi-Fi seems to be the issue as when the connection drops, my wired Netflix connection still works okay. It seems to be sporadic and sometimes not even all the connected devices go down?

The connection does come back up after varying amounts of time, but some devices (iphones) seem more "sensitive" than others?

Any thoughts and advice on where to go now?

Could the Hub just have a failing Wi-Fi transmitter or does signal strength get weaker if someone else has t recently set up a Plusnet Hub nearby - any advice great fully received .

Cheers

[#7]

Hi @RichardA,

If it is solely wireless devices where you notice the issues then I'd recommend following the steps below on how to best optimise the wireless to suite your property which should improve things for you.

What we need to change are a couple of settings on the Wireless page of your router's menu. What we are doing is often called 'splitting the networks' and 'changing wireless channels'.

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.
 

[#8]

Hi @Beyhive @BD , Thanks, I will give your suggestions a go and report back in a few days here.

[#9]

You're welcome @RichardA,

Let us know how it goes please.

[#10]

Hi @Beyhive @BD , I have now used Wifi Analyser and manually set 2.4 and 5ghz frequencies off automatic onto less crowded channels, so fa the connection is better, will monitor and hopefully we are sorted 🙂

[#11]

Glad we could help @RichardA,

Give us a nudge if you any further assistance.

Thanks.