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WIFI Drop Out

mandjnev
Hooked
Posts: 8
Registered: ‎17-02-2023

WIFI Drop Out

We have been with Plusnet 4 years now but have been experiencing significant WiFi drop outs for our Apple, Samsung and Windows devices in the last few months. My wife works from home and has to reconnect at least twice a day. I see from previous comments that Plusnet routers aren't the best which is probably the reason for our problems. Any recommendations on alternatives which are more reliable?

18 REPLIES 18
Gel
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Registered: ‎02-08-2007

Re: WIFI Drop Out

jab1
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Registered: ‎24-02-2012

Re: WIFI Drop Out

Welcome to the forums, @mandjnev So all your equipment is suffering from these 'WiFi dropouts'? What form do they take? the PN supplied Hubs are perfectly adequate for normal home internet use, and reasonable business use. It is more likely that these issues are connected to wider issues.

As a start, can you provide the information requested below?

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

John
jab1
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Registered: ‎24-02-2012

Re: WIFI Drop Out


@Gel wrote:
An OpenReach one from E Bay can be configured for PN settings.

Openreach do not supply modem/routers.

John
mandjnev
Hooked
Posts: 8
Registered: ‎17-02-2023

Re: WIFI Drop Out

Thanks for your message. Appreciated.

Essentially the connection just drops and we wait for wifi to reconnect. The fact that it is happening to different devices made me think it isn't the devices and probably the router. 

The router is set up in our lounge and WiFi connection drops from a device in the room and also in neighbouring rooms. I have set up TP-Link extenders upstairs for the home office and the laptop is hardwired in. This is also dropping. I've done a ping test using the Plusnet broadband checker and we are getting the performance advised in our contract. 

Your recommended tests are a new to me so I'll have to read through to understand it and then revert. 

 

 

jab1
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Registered: ‎24-02-2012

Re: WIFI Drop Out

Far enough, but the information is a starting point to establish the true picture and gives those trying to help a clearer understanding.

John
corringham
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Re: WIFI Drop Out


@mandjnev wrote:

 

... the laptop is hardwired in. This is also dropping.


This make it sound as if it is not the wifi, but the internet connection that is dropping.

Do the lights on the router change?

 

jab1
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Re: WIFI Drop Out

My thoughts exactly, which is why I have asked for what I have.

John
mandjnev
Hooked
Posts: 8
Registered: ‎17-02-2023

Re: WIFI Drop Out

Sorry I wasn't able to get back sooner. Other issues. I've done the two tests and the screen grabs are attached. I've had to do it over the wifi as my Mac doesn't have an ethernet connection. 

I've checked the Plusnet router when the device disconnected and it is still displaying blue on the device. Looking at the performance tester the speeds appear to be fine and within contract terms. 

I've also done the Quiet Line test and that was clear. 

The disconnects appear to happen on iPads' and the HP laptop (with MS) more often than the Mac. It's baffling me.

Really appreciate your help and advice.

 

jab1
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Re: WIFI Drop Out

@mandjnev The rest of the information requested in my original post is needed to give a full picture, although the screenshot provided does indicate your speed is reasonable, although a little low.

John
mandjnev
Hooked
Posts: 8
Registered: ‎17-02-2023

Re: WIFI Drop Out

Thanks for the quick reply. 

The other bit is where I get a little brain fog. That's the bit I'm not too sure where to go or fully understand. 

Is that something I do from my Plusnet account?

 

jab1
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Re: WIFI Drop Out

The BT Performance check is done by clicking on the link, the broadband connection status, as said, is from your Hub.

John
mandjnev
Hooked
Posts: 8
Registered: ‎17-02-2023

Re: WIFI Drop Out

I did those and attached the screen prints. Can you not see them?

jab1
Legend
Posts: 16,554
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Registered: ‎24-02-2012

Re: WIFI Drop Out

I can only see the first of them - are you sure the others were attached?  BTW, it is better if you actually post them as pictures within your reply.

John
mandjnev
Hooked
Posts: 8
Registered: ‎17-02-2023

Re: WIFI Drop Out

this is the Speed Test

Image 24-02-2023 at 12.30.jpeg