Frequent disconnection both from the line itself and the wifi

[#1]

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@LaurenB wrote:

With regards to our router, it does work adequately for the majority of our customers but should you choose to use your own you are able to do so and we can provide the details needed if you require them, just using your own equipment wouldn't impact the monthly cost I'm afraid.

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Of course, I was not asking for that for me but as a feedback for future offers as who have a more specific need (or simply house floorplans with plenty of walls and such) could benefit from having their own router/modem and appreciate getting 1-2£ or whatever the monthly cost would be, curtailed by their monthly payment in exchange for not receiving the Plusnet router.

[#2]

I must add that what really confuses me is that every single speed test I run, no matter the distance from the router, the Upload is always on point with the maximum band available. Only the download wildly oscillate.

Any idea about this?

[#3]

Thanks for getting back to us. That may just be as the download speed is higher, there is more speed to be lost over distance. As well as this, looking at your usage the upload is often quite minimal where you may have a few gb of data transferred over download so may be that the usage at the time is having an effect on the results.

[#4]

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@LaurenB wrote:

Thanks for getting back to us. That may just be as the download speed is higher, there is more speed to be lost over distance. As well as this, looking at your usage the upload is often quite minimal where you may have a few gb of data transferred over download so may be that the usage at the time is having an effect on the results.

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Sorry, trying to understand.

Are you saying that maybe there was something else downloading when I run these test? Because when I do, I lock all other devices from the router access control dashboard.

Or you mean that Plusnet is enforcing a soft cap if you download/use "too much"?

[#5]

Thanks for getting back to me, I was suggesting that there was maybe something else in use in the background when running the test, thank you for confirming this isn't the case.

[#6]

Connectivity still getting worse and worse. It's a usual thing now that every day we have some moments in which we seems to be back at the times of 56kbs connectivity or we have all the computers and device just not being able to reach the internet.

Yesterday evening, 4 times in a row, in the spam on 30 minutes.

Now I've a call to make and the line was crawling.

Don't come and tell me that on a Friday at 11AM there is so many people using their internet from home and the broadband get congested for some reason.

This is after a router restart.

This is how it's going since the 1st of September:

https://www.speedtest.net/results?sh=1512846d85d9dbe11ca8e351eb1fd9ad

[#7]

Tested some more times just to be sure it wasn't just a bad moment.

Which makes me wonder how reliable this information is. As these numbers have not changed since we first had the openreach tech come in.

But we literally never reached that speed.

[#8]

Hi @thecrius, thanks for getting back to us and I'm sorry you're seeing performance issues still. Looking over your recent posts regarding this issue I can see it looks like all your testing has been done on wireless devices. Can I ask then, how are wired speed tests looking currently as if they're reflecting both what we and the router is showing as the sync speed then it confirms it's wireless and wireless interference behind the issues you're seeing.

If you haven't already, one thing I'd recommend doing in your new property is adjusting the wireless settings to best suit your property and surrounding area via the steps below which should help with the wireless performance you've been seeing.

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 on the android store called 'wifi analyzer' (blue and white icon logo) 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.