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Connection issues - please help

Posts: 3
Registered: ‎06-05-2021

Connection issues - please help

Hi New to the forum

Bit of background. I moved to plusnet about 6 months ago and it started quite bad, constant connection drops so I followed the advice on here and moved to 2.4ghz and I didn’t have any concerns until two days ago.

Like most I’m working from home at the moment, never really had a problem with both my partner and I on video calls. The last two days my connection is dropping constantly, neither of us can be on calls at the same time.

More randomly, devices that have never disconnected (tv, iPad) have started to disconnect too, it seems like if turn WiFi on one device, it boots another one off. In the case of the TV, if I reconnect it’s fine.

Not really sure what to do
Posts: 3
Registered: ‎06-05-2021

Re: Connection issues - please help

Just to add

I’ve restarted the router several times, it seems to fix it for a short while then flares up again. Followed the diagnosis tools online to no avail
Posts: 28,617
Thanks: 6,350
Fixes: 1,461
Registered: ‎11-01-2008

Re: Connection issues - please help

Have you checked the router logs to verify that the connection is actually dropping?
It could either be a router or line issue.

Can you post the information from the router ‘helpdesk’ page: then click troubleshooting and then help desk.

Remove the serial number and your broadband user name.
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Posts: 3
Registered: ‎06-05-2021

Re: Connection issues - please help

Information for Helpdesk agents

When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.

1. Product name: Plusnet Hub
2. Serial number:
3. Firmware version: Software version Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 06:54:31
6. Data rate: 9995 / 39993
7. Maximum data rate: 16478 / 44627
8. Noise margin: 10.1 / 7.4
9. Line attenuation: 21.7 / 18.3
10. Signal attenuation: 21.6 / 18.0
11. Data sent/received: 472.5 MB / 11.8 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID: PLUSNET-M5QG
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: PLUSNET-M5QG
18. 5 GHz Wireless connections: Disabled
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: 64:66:24:e0:7c:dc
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0