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WiFi constantly dropping out

wakefield25
Hooked
Posts: 7
Registered: ‎03-12-2018

WiFi constantly dropping out

Hi, 

Can anyone help? We have had Plusnet Fibre for ages (3 years maybe?), mostly running very smoothly with a fast connection speed. Router's plugged into the only phone socket. House is mostly on one floor.

Last 2 months the wifi has kept dropping out. Spoken to customer support twice, they ran tests, and all they could recommend is changing the WiFi channel. 

We were told to try wifi channels in following order: 13, 6, 11, 14 and 3. Have tried all of these to no avail. 

We were also told to contact Plusnet in future via web chat but it's never available (button greyed out).

It was suggested that the interference is caused by neighbours' wifi but we are in a detached house with a decent gap on each side. In any event most people have neighbours!

Would a new, more modern router solve this problem? Would Plusnet provide this for free? If they are going to charge then I'm inclined to switch provider, even though that is a huge pain.

Any help gratefully received!

Thanks!

Moderator's note by Dick (Strat): Post released from Spam Filter.

 

 

 

 

8 REPLIES
Baldrick1
Aspiring Hero
Posts: 2,264
Thanks: 986
Fixes: 72
Registered: ‎30-06-2016

Re: WiFi constantly dropping out

Two things to try:

1. Separate the 2.4 and 5GHz bands by following this: https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840 Once you have done this you will default to the 2.4GHz band (providing you have only renamed the 5GHz one). If that does not perform very well then on your device do a search for a new connection and select the 5GHz SSID and try that. Use whichever is best.

2. Download a wifi sniffer app. I use WiFi Analyser on an Android phone. This will enable you to see the strength of your transmissions plus that of your neighbours. Look both at your router location and where you use your devices. If necessary manually select a lesser used band.

 Plusnet will not give you an alternative make of router except if you have an old set up with both a separate modem and router. In this case they will give you a Hub One if you take out a new contract. Many of us have given up on Plusnet devices and buy a BT Smarthub 6 off an auction site such as Ebay.

wakefield25
Hooked
Posts: 7
Registered: ‎03-12-2018

Re: WiFi constantly dropping out

Thanks @Baldrick1 !

Are all PlusNet routers dual band? I'm not home at the moment so I can't check model number.

Are WiFi sniffer apps easy to use? I'm not very technical to be honest.

Baldrick1
Aspiring Hero
Posts: 2,264
Thanks: 986
Fixes: 72
Registered: ‎30-06-2016

Re: WiFi constantly dropping out

No, They're not all dual band. Yes, the sniffer is very simple to use.

I've just edited my post which might help. If you have a Hub Zero they are definitely single band with poor Wifi performance. If you have one of these or an earlier Technicolor router then it's worth either getting a Hub One, or the better performing Smarthub 6, which has very good wifi performance. I paid less then £20 including postage for the last one I bought a month or so ago.

wakefield25
Hooked
Posts: 7
Registered: ‎03-12-2018

Re: WiFi constantly dropping out

Thanks @Baldrick1, much appreciated! I have the Hub One, I'll try splitting out the bands as you recommend and also have a look on eBay for a secondhand HH6. Looks like a pretty good piece of kit for £20! Great tip.

 

I assume that as Plusnet did a line test there isn't much else it can do? 

 

 

Baldrick1
Aspiring Hero
Posts: 2,264
Thanks: 986
Fixes: 72
Registered: ‎30-06-2016

Re: WiFi constantly dropping out

If you connect via an Ethernet cable and the performance is OK then it's got to be either a router or wireless problem.

If this is the case then the only other thing you can try is moving the router.

If you have problems using an Ethernet cable then that is a totally different situation.

Plusnet Help Team
Plusnet Help Team
Posts: 830
Thanks: 195
Fixes: 31
Registered: ‎11-01-2018

Re: WiFi constantly dropping out

 

Hi @wakefield25

 

Thanks for getting in touch.

 

@Baldrick1 has covered most of the bases here. If you do find that the drops occur via an ethernet connection, please drop me a PM with your username and we'll take a look.

 

If the drops are purely wifi related, the advice you've been given so far is 100% accurate.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
Kevinbell
Newbie
Posts: 1
Registered: 2 weeks ago

Re: WiFi constantly dropping out

Hi, I to have also been having the same issues for a few months now WiFi keeps disappearing and had to restart router several times. I did manage to convince Plusnet to send a new router which didn't resolve issues. I did notice this issues started to occur after connecting more devices. Spoke to support several times did many things to resolve nothing worked. Only conclusion is the router is terrible as I bought a second hand BT hub 6 which solved all issues and has been working fine now for we'll over a month. I believe the the router is not up to scratch with us connecting more and more devices via Wi-Fi like phones tablets smart speaker et. The short version is to buy BT hub 6 on eBay for around £25 well worth money spent in the end. I was a little apprehensive to buy in case this didn't resolve issues but worked .

wakefield25
Hooked
Posts: 7
Registered: ‎03-12-2018

Re: WiFi constantly dropping out

Plusnet support updated the firmware on my router and that completely fixed the problem. I wish that had been tried earlier as it would have saved us a lot of messing around trying different WiFi channels! They have to do this for you, AFAIK you can't do it yourself.