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5ghz Dropping out randomly and regularly

peteharper
Grafter
Posts: 31
Thanks: 21
Registered: ‎03-01-2019

5ghz Dropping out randomly and regularly

Hi



I have just bought a sony android tv - have installed a few apps, they regularly crash, i thought the issue was with the apps, but when i go to view the Network Settings straight after the crash it has lost the connection, seems to happen when i connect to the 5ghz frequency, but using 2.4ghz i am only getting 30mbps download, i get 68mbps on the 5ghz.



I have read bits and bobs, suggestions of Amazon tablets causing problems, needing newer firmware, and changing channels on the 5ghz wireless.



I am using Software version 4.7.5.1.83.8.259.1.1 - last updated September 2018

I do have 3 Amazon tablets that were all using the 5ghz frequency - but have now been changed to 2.4ghz



Can anyone let me know what is going on and how i can sort this - its really annoying





Cheers
51 REPLIES 51
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Re: 5ghz Dropping out randomly and regularly


Moderators Note


This topic has been moved from Broadband to My Router

 


 

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎09-10-2018

Re: 5ghz Dropping out randomly and regularly

Hi @peteharper, thanks for your post.

 

We're sincerely sorry to hear of your wireless issues.

 

The firmware you've got (259.1.1) is a version that we're aware is experiencing the issues that you've described.

 

I've sent an email over to the relevant team to have the firmware rolled back to the previous version and we expect that this will take place over the next 3 working days. I've requested that I be notified when it's done, at which point I'll update this thread for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
NTO
Grafter
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Registered: ‎03-12-2018

Re: 5ghz Dropping out randomly and regularly

Good luck.  I asked for the firmware roll back before Christmas and I'm still waiting.  

Seems to make no difference as to whether you remain polite and calm, or express frustration and annoyance ... still no joy and they stop replying to posts that put them on the spot. 

My wi-fi has become a nightmare and has been so for weeks and weeks.  

peteharper
Grafter
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Registered: ‎03-01-2019

Re: 5ghz Dropping out randomly and regularly

Owen P
Is there anyway it can be quicker than 3 days, it's for the kids and they go back to school in 3 days, need it for the weekend really mate.

Can you help?
Plusnet Help Team
Plusnet Help Team
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Registered: ‎09-10-2018

Re: 5ghz Dropping out randomly and regularly

Hi @peteharper, thanks for getting back to me so quickly.

 

Unfortunately, we aren't able to speed up the firmware rollback.

 

As a father myself I understand your frustrations all too well and I'm personally sorry that I'm not able to resolve this in time for the weekend for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
peteharper
Grafter
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Registered: ‎03-01-2019

Re: 5ghz Dropping out randomly and regularly

Ok

Do I have to do anything, or will it just happen

Thanks.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎09-10-2018

Re: 5ghz Dropping out randomly and regularly

Thanks for getting back to me @peteharper.

 

Generally you'd just do a quick reboot after we've let you know it's been pushed through.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
peteharper
Grafter
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Re: 5ghz Dropping out randomly and regularly

One last thing, has anyone sorted the guy who posted here helping me, sound like he's struggling.

Thanks for your help
Plusnet Help Team
Plusnet Help Team
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Re: 5ghz Dropping out randomly and regularly

@peteharper thank you for your consideration of our other forum users.

 

I can see that one of my colleagues has responded to one of @NTOs other posts.

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 Owen P
 Plusnet Help Team
NTO
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Re: 5ghz Dropping out randomly and regularly

@peteharper That's really nice of you, thanks.  :smiley:

No, I'm still waiting for the products team to click the buttons for me. Must be a really, really long queue of people needing the firmware sorting out.  

peteharper
Grafter
Posts: 31
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Registered: ‎03-01-2019

Re: 5ghz Dropping out randomly and regularly

Any news yet - there seem to be alot of people waiting for the same thing.

 

thanks

NTO
Grafter
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Re: 5ghz Dropping out randomly and regularly

I've been told that nothing can happen on weekends.  I guess that's because we don't need fully functioning internet access over the weekends as much as the weekdays!  :wink: 

It appears that Plusnet are not prepared to pay for anyone in the Products Team to work Sat and/or Sun.  

I've also been told some other stuff about why my fix is taking SOOO long, but I want to wait and see what happens on Monday before I choose to say anything else here. It is only fair and right that I should give the Customer Advocate, now assigned to my case, a chance to resolve my complaint and the technical issue.  So we'll see.  Hopefully Plusnet will step up to the plate now and put things right.  

peteharper
Grafter
Posts: 31
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Registered: ‎03-01-2019

Re: 5ghz Dropping out randomly and regularly

OskarPapa am I any closer to being done?
It's been 3 days now


Thanks
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: 5ghz Dropping out randomly and regularly

I've checked this for you and I can see the request is still in the queue for action.

We'll sort this out as soon as we can, but I'm afraid that I can't provide a definitive timeframe.

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 Anoush Mortazavi
 Plusnet Help Team