Full fibre WiFi problems

[#1]

I’ve been with plusnet for years and never had a problem until I had full fibre installed. I am not always at the property and rely on the WiFi for Hive and to top up electricity. Since going to full fibre the hive connection keeps saying I am offline. Does anyone have any advice? I wish I had never’upgraded’ as it just seems worse. Thank you!

[#2]

@dmarks70 The technology change will not have any effect on your internal network - its influence ends at the ONT. Did you change Hubs at the time of switching to FF?

[#3]

Yes. I got sent the new router.

[#4]

Which one did you have previously? Although if the new one does connect...  How often do you lose connection?

[#5]

Moderator's note:
Thread moved from Broadband to My Router

[#6]

I just had the older version I think. They just sent me a new one when I had the new box fitted. It is offline more than it is online so multiple times a day. I wish I hadn’t bothered if I am honest as it now means driving for 4 hours as I need it to be reliable.

[#7]

If you are at the Hubs location now, can you export the event log and attach it to a post, please? Someone may be able to spot the issue.

Does the Hive unit reconnect automatically?

[#8]

Was the new Router for FTTP installed in a different place in your home to the previous Router for FTTC ?

[#9]

@dmarks70 

Try connecting up the old router to your FTTP, and see whether the problem disappears.

• If the problem goes away, then you'll know that the new router's wifi isn't as good as the old model.
• If the problem persists, then that tends to suggest that there is something wrong with the full fibre setup.

What speed is your full fibre supposed to be ?

[#10]

Exactly the same place

[#11]

I’m not there now but how do I do that and then can try when I am next there

[#12]

The event log would still provide better clues to the problem - IMO.

[#13]

If you are referring to my request for the event log, @dmarks70 , navigate to the page on your Hub as in the attached image, click the 'export button and attach it, via the 'paper clip', left and below the reply window.

[#14]

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@dmarks70 wrote:

I’m not there now but how do I do that ...

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@dmarks70 

If you were referring to my post then -

unless you started a new Plusnet account at the same time as your FTTP upgrade, and kept your WiFi SSID the same,

your old router should still have your account and wifi settings saved in memory, 

so you would just swap the cables from the new router to the equivalent sockets on the old

and it should just work.