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Connection constantly dropping

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Newbie
Posts: 4
Registered: ‎24-10-2019

Connection constantly dropping

I've been with PN since April and had nothing but problems.
My connection is constantly dropping out making it almost impossible to stream something without it buffering every few minutes.

I have restarted and reset the router, turned off 5g, changed the WiFi channels, connected router to master socket and even moved the router closer yet it is still dropping the WiFi connection every few minutes.

I have checked the router log and in the WiFi section it is a list of 'client association and' client disassociation' every 3-5 minutes.

20:10:41, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:09:43, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:09:40, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:08:41, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:08:38, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:08:07, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:07:58, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:07:21, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:07:16, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:05:40, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:05:36, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:01:56, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:01:53, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:01:32, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:01:28, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
20:00:12, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
20:00:09, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:59:42, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:59:39, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:58:55, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:58:52, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:54:47, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:54:42, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:46:42, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:46:39, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:45:09, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:45:00, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:42:42, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:42:31, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:40:16, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:40:13, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated
19:35:32, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client associated
19:35:20, 24 Oct. ath00: STA a0:2c:36:6b:4e:f0 IEEE 802.11: Client disassociated

A speed test gives it at anywhere between 0.5mb (most days) to around 30mb (on a good day).

Half the time web pages don't load, FB doesn't load YouTube and Netflix buffer.

I have seen others having the same problem and it was something to do with the router firmware.
Mine is.. Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated 17/04/19

For the love of sponge Bob someone please help me!!
7 REPLIES 7
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Plusnet Help Team
Plusnet Help Team
Posts: 15,100
Thanks: 431
Fixes: 123
Registered: ‎27-04-2007

Re: Connection constantly dropping

Hi there, a "client" in router logs usually refers to a device connected to it. Have you noticed the connection drop on more than one wireless device? 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎24-10-2019

Re: Connection constantly dropping

Hi, Yes more than one are dropping connections.
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Plusnet Help Team
Plusnet Help Team
Posts: 1,631
Thanks: 273
Fixes: 57
Registered: ‎26-03-2018

Re: Connection constantly dropping

Hi @Parisa 

 

Are you able to confirm if you notice drops on wired connections, or if this is isolated to wireless devices? 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
Highlighted
Newbie
Posts: 4
Registered: ‎24-10-2019

Re: Connection constantly dropping

From what I can tell its just WiFi, have tried wired for a while and had no drops in the connection.
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Plusnet Help Team
Plusnet Help Team
Posts: 782
Thanks: 132
Fixes: 38
Registered: ‎24-04-2017

Re: Connection constantly dropping

Hi @Parisa and Welcome to the Community Forum. I've had a check of your connection for any underlying issues and can confirm that everything is look fine from this side to the router. We are aware of a potential issue with the latest firmware where high usage on the 5GHz wireless frequency can cause all wireless devices to struggle or drop connection. This is currently being looked into by the necessary team however we'd recommend splitting the 2.4GHz and 5GHz frequencies via the steps below to help prevent this issue occurring in the meantime. I've included my full wireless improvement steps also as whilst you're logged in the router you could look to tweak the rest of the wireless settings to best suite your property and get the most of of your wireless connection.

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.
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)

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. -Benj

 Ben Devine
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎24-10-2019

Re: Connection constantly dropping

Hi, you say there is an issue with high usage of 5ghz causing the connection to drop, but out of the 8 devices only 2 are running on 5g.
I did what you told me to and split the 2.4g and 5g, added 5g to the end, downloaded WiFi anylyzer and changed the channels on both multiple times.
The 2 devices that connect to 5g 'for now' seem stable.
The problem is I have 6 other devices that can only connect to 2.4g and 2.4g is just as unstable and almost unusable as it was before I split them and changed the channels.
The router is only 3mtrs away and in line of sight, also it is plugged into the master socket.
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Connection constantly dropping

 

Hi there @Parisa

 

Thanks for providing that additional information.

 

At this stage, I would recommend cycling through the available channels on the 2.4ghz frequency to see if any of these provide additional stability - I'd also recommend disconnecting ALL devices from the 2.4ghz strand and then re-adding them individually to see if any specific device is causing the drops you've mentioned. Finally, I'd recommend ensuring that all of your devices have the most recent sofware updates available.

 

Let us know how you get on.

 

Best wishes

 

Dave