Hub One connected but can’t reach internet
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- Re: Hub One connected but can’t reach internet
Hub One connected but can’t reach internet
06-12-2018 10:00 AM
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Re: Hub One connected but can’t reach internet
06-12-2018 10:03 AM
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Moderators Note
This topic has been moved from Broadband to Fibre
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Hub One connected but can’t reach internet
06-12-2018 4:17 PM
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Hi there, I'm wondering if there might be an issue with your router. Could you try a factory reset as your next step please? https://www.plus.net/help/broadband/router-user-guides/ - Adam
Re: Hub One connected but can’t reach internet
06-12-2018 4:34 PM
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Hi, the router was factory reset yesterday and the issue still arose this morning.
My other, minor, concern is that I’m in the line training period and my connection was slowly increasing (up to 71m yesterday, prior to reset) and now it’s dropped off to 57m
Re: Hub One connected but can’t reach internet
07-12-2018 8:33 AM
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And again this morning. This time the Google Mini has not been unplugged so its not the cause.
The only other thing I can think of is that my work computer which connects through a VPN client is causing a problem in the router, as today I'm able to continue working whilst no other device in the house can connect to the internet (all show a WiFi connection though). Although disconnecting the laptop from WiFi does not restore service to the other devices.
I've even tried disabling the Firewall on the router to see if that makes a difference but it does not
I just seem to have problem after problem with Plusnet's service.
Re: Hub One connected but can’t reach internet
07-12-2018 2:15 PM
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Hi @Lprice873
I can see that subsequent to your most recent post on here, you have spoken to one of our agents on the phone. This ticket states the issue was resolved - can you confirm if that is indeed the case?
Thanks,
MoR
Re: Hub One connected but can’t reach internet
07-12-2018 3:18 PM
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No the issue is not resolved.
The agent wanted me to connect to the master socket and also change the wireless channel. Currently, on the agents advice, I have changed the wireless channel and I am waiting for the devices to be locked out at which point I will connect to the master socket although I don’t believe this will solve the issue as it is not a line fault as confirmed by your own tests and my computer maintained its connection whilst the other devices couldn’t connect to the internet (this morning).
As as per the discussion with the agent I had also previously changed 5G wireless so it wasn’t synced with 2.4 and also disabled wireless (each channel and completely).
As I was unwilling this morning to connect to the master socket as I need to move some furniture, the case was “solved”. However, when it happens again I’ll connect to the master and see if it reoccurs (which I think it will) in which case it looks like I’ll be on the phone again.
Re: Hub One connected but can’t reach internet
07-12-2018 4:48 PM
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Re: Hub One connected but can’t reach internet
08-12-2018 4:53 PM
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I’m beginning to think I’m cursed when it comes to Plusnet. Today’s issue is that that my phone and iPad having left the house were not able to rejoin the WiFi on returning home due to incorrect password, however the password has not changed. I logged into the router to check and whilst looking at the wireless passsord typed it into a device which kept being denied due to incorrect password.
Another reboot. This can not be an issue with the line surely?
Re: Hub One connected but can’t reach internet
09-12-2018 7:03 PM
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Hi @Lprice873
Wireless passwords do not have any affect on your line, no.
There shouldn't be a reason your devices loose the password - well, any router reason anyway.
Did you manage to get these reconnected?
Thanks,
MoR
Re: Hub One connected but can’t reach internet
09-12-2018 7:41 PM
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I had to reboot the router and then the devices connected without a problem. The devices hadn’t forgotten the log in, the router wouldn’t authenticate them.
Re: Hub One connected but can’t reach internet
10-12-2018 2:05 PM
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Re: Hub One connected but can’t reach internet
10-12-2018 3:59 PM
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Here's my problem, whilst each time I "fix" the issue, rebooting the router nearly every day is not a great solution.
For information, once again the WiFi devices are unable to access the internet, despite connecting to the router and the router being connected to the internet. The router is definitely connected as I am writing this on a device connected through the Hub One.
Re: Hub One connected but can’t reach internet
10-12-2018 4:10 PM - edited 10-12-2018 4:12 PM
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Hey,
I've had the similar issues lately (router saying everything is fine, but no internet) and the issues for me at least are with PlusNets DNS servers. I wanted to let you know what I've done as a work around, because a reboot temporarily gets things working for me too, but it doesn't resolve things.
If I change my DNS server entry on my phone to Googles 8.8.8.8 the internet starts working again. So basically the website names don't resolve to the IP address properly. Your DNS server at present is probably your routers IP, just make sure you make a note of this before removing it or add a secondary DNS server if you can of 8.8.8.8.
I'd recommend giving this a try and see if it resolves your issues too. If it does, it shows there is a DNS issue for you too.
Matt.
Re: Hub One connected but can’t reach internet
10-12-2018 5:59 PM
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Apple devices reporting incorrect password when trying to connect to the WiFi is usually just a generic message, and not always indicative of the wrong password being typed in. Can you try a different channel to the ones you've tried?
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