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WiFi losing connection multiple times daily

pugofcrydee
Newbie
Posts: 4
Thanks: 1
Registered: ‎04-05-2019

WiFi losing connection multiple times daily

Im starting to lose patience, ive been with plusnet since 8th April and the first week was great, however into the second and the wifi drops throughout the day, every day. Ive never had this problem with any other provider and my children are far from happy, as there phones, tablets and consoles constantly drop, ive tried all the usual reboots, disconnects and so on but am now at my wits end, please advise

8 REPLIES 8
Gel
Aspiring Champion
Posts: 2,339
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Registered: ‎02-08-2007

Re: WiFi losing connection multiple times daily

You are likely using wifi channels same as neighbours, so need to experiment in changing channels on your router. If you d/load a free wifi analyser programme, that'll show what frequencies are in use in your locale; choose those least busy. The 5ghz band, assuming you have the dual band HubOne router, is less busy; you could also try turning off the other band on your router ie 2.4ghZ, which is where the "interference" may be happening.
pugofcrydee
Newbie
Posts: 4
Thanks: 1
Registered: ‎04-05-2019

Re: WiFi losing connection multiple times daily

Hi gel and thanks for the reply, this is a screenshot of what the house is using, i have the dual ban router but dont have a clue how turn off one of the bands.

 

My Home Network

Devices currently connected to your Plusnet Hub:
Network Device MAC Address IP Address
2.4 GHz Wireless: Galaxy-S6 2c:0e:3d:bf:89:06 192.168.1.73  
  XboxOne 58:82:a8:1e:d3:6b 192.168.1.74  
  Galaxy-J5-2016 3c:05:18:2e:1d:43 192.168.1.81  
  android-c61770e2b... e8:3a:12:35:e0:c9 192.168.1.84  
  udhcp-0-9-9-pre-4... 40:cd:7a:65:65:ab 192.168.1.85  
  PS4-e8-9e-b4-c2-3... e8:9e:b4:c2:3e:5f 192.168.1.89  
5 GHz Wireless: Samsung-Galaxy-S7 ac:5f:3e:b4:75:7d 192.168.1.75  
  amazon-8999c24de f0:81:73:96:7a:9a 192.168.1.78  
  XBOXONE 94:9a:a9:1d:b2:f0 192.168.1.80  
  amazon-058363aac fc:a1:83:26:05:e2 192.168.1.90  
Ethernet: jay 40:16:7e:33:b9:51 192.168.1.65  
  DESKTOP-CE6V292 74:85:2a:1b:a1:00 192.168.1.66  
USB: No devices detected      
EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

Re: WiFi losing connection multiple times daily

Hi @pugofcrydee,

 

I'm sorry that your wireless connection is dropping and for the inconvenience that this is causing.

 

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 WiFi analyser app 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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
pugofcrydee
Newbie
Posts: 4
Thanks: 1
Registered: ‎04-05-2019

Re: WiFi losing connection multiple times daily

thanks for the help Emily, will see if this works

Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: WiFi losing connection multiple times daily

@pugofcrydee 

The bit that @EmilyD  has missed is that you are still only using the 2.4GHz channels. If you have no luck here go into your device wireless settings and search available networks. Here, providing that your device supports the 5GHz band, you will find the renamed SSID with -5 after the name. Select this and see if it's any better, use the best.

Edit,

I have just noticed that you have posted this on the ADSL board. If you have a Hub Zero then be aware that the wifi performance of these is dire. Your cheapest bet is to go onto Ebay and buy a BTSmarthub 6. These go for around £20.  You need the FTTC version which has four yellow LAN sockets. Avoid the FTTP version which has a red WAN sticker over 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...

Alternatively if you have a router from another ISP you may be able to use that. If you let us know what you have we can advise.

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Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: WiFi losing connection multiple times daily

Please ignore my previous edit, I see from your earlier post that you have a dual band Hub One. My advice regarding swapping to a Smarthub 6 does however still stand.

You may be one of the unlucky ones having problems with the current Hub One firmware. I understand that when you log into the router the firmware version is quoted on the bottom of the page. Does it by chance end in .263?

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pugofcrydee
Newbie
Posts: 4
Thanks: 1
Registered: ‎04-05-2019

Re: WiFi losing connection multiple times daily

Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated 08/04/19

 

i have an old sky hub

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: WiFi losing connection multiple times daily

Hi @pugofcrydee 

 

How did the steps Emily provided go for you? 

 

Let us know if you need more assistance. 

 

Kind Regards, 

MoR