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Constant wifi drops since changing to fibre

sueewing
Hooked
Posts: 8
Thanks: 4
Registered: ‎23-05-2012

Constant wifi drops since changing to fibre

Hi. On 24 July I switched to fibre with the new router, but wifi drops out a dozen or more times each day. The router stays blue. Never had this problem with the old Plusnet system and only switched to get a faster speed. I now wish I hadn't bothered - am using up all my mobile data allowance because phone and tablet automatically switch to 4G when the wifi drops. Devices are affected but not my mac (which I don't use very often so perhaps it does drop wifi but I don't notice it). Nothing is connected via ethernet.

I rang Plusnet a couple of days ago, and they talked me through changing channels and setting up a renamed 5G network but it's made no difference.

Lots of people seem to have this issue and I've read posts on here where people have recommended we buy a better BT router on ebay but I don't see why we should have to do this. I've supposedly 'upgraded' to a better (and more expensive) service so if this new Hub One is not fit for purpose perhaps it should be scrapped.

I love being with Plusnet and know that this issue will be resolved, it's just a pain in the meantime.

Any help you can give me would be much appreciated.Thanks

9 REPLIES 9
Baldrick1
Hero
Posts: 3,278
Thanks: 1,407
Fixes: 87
Registered: ‎30-06-2016

Re: Constant wifi drops since changing to fibre

@sueewing 

Try separating the 2.4 and 5 GHz bands. See https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840

If you do not change the name of the 2.4GHz band then your devices will still connect to this. If you go into each device wireless network settings then if it's 5GHz capable it will now show the 5GHz band as well. Try each in turn and use the best. If you previously used a Hub Zero then this only has a 2.4GHz band so it can't exhibit this problem.

sueewing
Hooked
Posts: 8
Thanks: 4
Registered: ‎23-05-2012

Re: Constant wifi drops since changing to fibre

Hi @Baldrick1
Thanks for the suggestion. Sorry if my original post didn’t make it clear but I separated them a few days ago with helpline’s guidance. I can choose from two networks: one called xxx5G and the other is just xxx. Both networks have the same problem with dropping WiFi.
This started immediately I switched to fibre.
Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 745
Fixes: 283
Registered: ‎01-01-2012

Re: Constant wifi drops since changing to fibre

Thanks for getting in touch @sueewing.

I'm sorry to hear that you're having issues with your Wi-FI dropping.

Can you provide answers to the below?

 

1. Exactly how does the problem masquerade itself, what are the symptoms?
 

2. When did the problem start?
 

3. What firmware version are you running and when was it last updated?
 

4. What devices do you have on your network and how are they connected, eg. wired or wireless?
 

5. How is your network configured i.e. any Powerline adapters, additional switches, attached storage or wi-fi access points in use?
 

6. What devices does the problem affect and what software/firmware versions are they running (if known)? This will help us try and replicate the issue in a lab environment.
 

7. Are the 2.4GHz/5GHz radios separated or merged (they're merged by default). If separated, which radio is affected (or is it both)?
 

8. Have you tried factory resetting?
 

9. Would you be willing to downgrade firmware if we need to in order to help diagnose the issue? Bear in mind this will wipe all of the settings back to factory defaults, and we may need to upgrade/downgrade a second time to further prove that it's the firmware that's the cause of the issue.

 

10. Would you be willing to facilitate a home visit so that hardware engineers can carry out further diagnosis of the problem? (note that any visit would be to capture further wi-fi diagnostics, and not to necessarily 'fix' anything).

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
sueewing
Hooked
Posts: 8
Thanks: 4
Registered: ‎23-05-2012

Re: Constant wifi drops since changing to fibre

Hi there Matthew

Here are the answers to your questions.

1. Wifi disappears off the devices and they switch over to mobile data. This can happen several times each day. The blue light stays on the router.

2. The problems started on 24 July, the day my service was switched to broadband. I thought it was just teething problems but it has continued daily since then.

3.  4.7.5.1.83.8.263  I assume the new router was supplied with the latest firmware.

4. For practical reasons everything is wireless. 1 x mac mini, 1 x iPad, 2 x iPhones, 1 x MacBook pro laptop. These are the same as before I changed to fibre.

 5. There are two TP-link Powerlines: one by the router on first floor and one on ground floor.

6. The problem mainly seems to affect the iPhones (12.3.1) and iPad (12.3.1)

7. They are separated. Both seem to be affected.

8. No, this is a brand new router.

9. Happy to take whatever steps necessary to fix this issue.

10. Happy for a home visit

Please let me know if you need anything else.

Thanks

Sue

 
Plusnet Help Team
Plusnet Help Team
Posts: 14,181
Thanks: 4,403
Fixes: 716
Registered: ‎21-04-2017

Re: Constant wifi drops since changing to fibre

Hi Sue. Thanks for filling out the questionnaire.

I've added this onto our products team's investigation.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
sueewing
Hooked
Posts: 8
Thanks: 4
Registered: ‎23-05-2012

Re: Constant wifi drops since changing to fibre

Hi there

Any idea when the product team will investigate this? 

Thanks

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 515
Thanks: 102
Fixes: 30
Registered: ‎24-04-2017

Re: Constant wifi drops since changing to fibre

Hi @sueewing, I'm afraid we don't have a time frame on our product team investigating the firmware 5GHz related issue however I do have some suggestion that could help. If you haven't already I'd suggest try disabling the 5GHz frequency completely to see if the 2.4GHz frequency stops having issues thereafter. Keep in mind that as well as splitting the frequencies there are other steps we recommend in best improving the wireless such as adjusting your wireless channel as other routers in the area could be operating on similar and could explain the 2.5GHz issues you're having. Below I'll include my full wireless improvement guide and below this specifics on how to disabled the 5GHz frequency.

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.

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.


How to disable the 5GHz frequency:
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'.

4) To disable the 5Ghz frequency:
On this page you'' need to turn 'Sync with 2.4 GHz Wireless' to 'No' followed by turning 'Wireless network enable' to 'No' also. If worked after pressing 'Apply' a wifi red light should appear on the router and the 2.4GHz standard wireless channel still showing available on your devices.


Let us know how it goes.
 

 Ben Devine
 Plusnet Help Team
sueewing
Hooked
Posts: 8
Thanks: 4
Registered: ‎23-05-2012

Re: Constant wifi drops since changing to fibre

Hi

Really sorry. I've only just seen your super clear and helpful response. The problem of frequently losing the connection seemed to have been resolved after my last post and I didn't get a notification about your message.

It's started failing again so I've just logged in, seen your post and am trying your suggestions. I'm on Channel 1, have turned off the Sync with 2.4GHz option and have added -5G to the SSID for 5GHz.

I'll let you know if that does the trick.

Many thanks for your help (and I'm sorry I ignored you!)

Plusnet Help Team
Plusnet Help Team
Posts: 897
Thanks: 231
Fixes: 51
Registered: ‎06-08-2018

Re: Constant wifi drops since changing to fibre

That's no problem @sueewing! Let us know if you continue to have problems. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team