Losing internet on Hub 2

[#1]

Hi all, new here, we have been with Plusnet for a few months. First Hub 2 was often difficult for our Apple devices and new Asus laptop to connect to, lots of spinning icons, and when we did connect there was often no internet. After trying for weeks we contacted Plusnet and they said router was probably faulty, so sent a new one. That was good at first but now increasingly having same problem, especially with Asus. Any ideas?
Savbo

[#2]

@Savbo A wild thought - what user name is displayed on your Hubs Broadband - Internet page? If it is yours, don't post it here, just say 'mine'.

[#3]

@Savbo also make sure nothing is plugged in the WAN port (usually red) if you are on FTTC.

[#4]

Now I am confused! Where does the connection to the Openreach box go if not the WAN socket? That’s what the instructions for the Router say to do?

[#5]

So, @Savbo  - you are on an FTTP connection?

[#6]

Thanks, it’s mine, though it wasn’t when I spoke to Plusnet a couple of weeks ago, they talked me through correcting it

[#7]

Yes, with the Openreach box

[#8]

OK. So  have you checked your username and password in the Hub are correct?

[#9]

Yes they appear to be correct. The ‘No internet, secured’ status is intermittent. Also, we have a TPLink extender connected to the Hub 2 and it seems to work almost all the time?

[#10]

That is another of my thoughts trashed, then. I seem to recall having a similar issue many years ago, and solving it, but I can't remember the solution, except to think it was a setting somewhere in the Windows environment. Can't check now, as I don't use MS hardware.

[#11]

Thanks for trying! It affects both the laptop and our Apple devices - when I last spoke to Plusnet it was the laptop that was having trouble and they said it must be an issue with that.
I haven’t tried Factory Reset yet, is that a wise move?
Michael

[#12]

A factory reset of the laptop? If so, I am reluctant to advise, as my last Windows OS was W7 on a machine that gave me no real issues. Which Windows OS are you using? 

[#13]

@Savbo -

1. What speed tier is your Plusnet Full Fibre package ?
2. Have you tried using your Asus laptop when connected directly to the router with an Ethernet cable ?
3. Do you have any other spare routers available, perhaps from previous ISPs ?
4. What model of TP-Link extender are you using ?

[#14 · Accepted solution]

Also, we have a TPLink extender connected to the Hub 2 and it seems to work almost all the time?

Ah! the old Tplink DHCP problem

@Savbo there's an issue with some versions of Tplink extenders. Even though they are confiured in 'Access point mode' with their DHCP server supposedly disabled, they will occasionally re-enable their DHCP server when they 'think' there's no other DHCP server on the network.

First check that there is no problem with the TPlink disconnected. Then make sure the tplink has the latest firmware. 

[#15]

Personally, I don't think it is a speed/connection issue - it certainly wasn't for me, and the first non-AI generated response I got on searching (from MS themselves) suggested it was specific-machine related.