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Hub One - 5GHz WiFi issue

FIXED
cshields
Dabbler
Posts: 13
Registered: ‎10-05-2013

Re: Hub One - 5GHz WiFi issue


The problem is not formally resolved yet. The firmware being pushed reverts a particular change we believe to have introduced the issue a few firmwares ago. So far feedback is positive, however we are still working on isolating exactly what within this change is triggering the behaviour so we can re-apply it.

What did that particular change implement/modify out of interest?

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,930
Thanks: 5,016
Fixes: 317
Registered: ‎04-04-2007

Re: Hub One - 5GHz WiFi issue

Primarily driver updates.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

dayallnash
Newbie
Posts: 2
Thanks: 1
Registered: ‎26-04-2020

Re: Hub One - 5GHz WiFi issue

Hi Bob,

Thanks for pushing the update. I now have multiple devices (5!!) connected to 5ghz that could never connect before for more than a minute. I will update if anything goes wrong, but if I don’t write back you can take my silence as meaning that everything is going smoothly.
cshields
Dabbler
Posts: 13
Registered: ‎10-05-2013

Re: Hub One - 5GHz WiFi issue

Driver updates direct from the WiFi chipset manufacturer?

aomslater
Newbie
Posts: 3
Thanks: 1
Registered: ‎10-04-2020

Re: Hub One - 5GHz WiFi issue

@bobpullen update for you - following the push of .273 to our router, the 5GHz has now been up for over a week (previously the longest I've seen it go was for 5 days but often it was much shorter than that before having connection issues).

There doesn't appear to be any other issues either. I'll keep an eye on it but for now, thanks!

Minxymoo
Grafter
Posts: 181
Thanks: 2
Registered: ‎22-07-2009

Re: Hub One - 5GHz WiFi issue

@bobpullen I wonder if the reason you cannot see my router is that I am using it as an access point connect to another router?
markand44
Newbie
Posts: 1
Registered: ‎28-04-2020

Re: Hub One - 5GHz WiFi issue

Hi @bobpullen. Would you be able to push me the 273 (or higher?) upgrade, please?

I'm using the 5GHz connection for a new machine, having assumed my phone was the problem for a year. I get the 'connected, no internet' symptoms on the 5G only within a couple of days of reboot. Wired and 2.4g always stable.

Phone is Xiaomi Redmi Note 6 Pro, now a TPLink T2U adapter exhibits the same behaviour.

 

Let me know if you need more details.

Regards,
markand44

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,930
Thanks: 5,016
Fixes: 317
Registered: ‎04-04-2007

Re: Hub One - 5GHz WiFi issue


@Minxymoo wrote:
@bobpullen I wonder if the reason you cannot see my router is that I am using it as an access point connect to another router?

Yes, quite possibly.

@markand44 that's been done for you.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

nickhutchings99
Newbie
Posts: 2
Registered: ‎28-04-2020

Re: Hub One - 5GHz WiFi issue

Hi Bob

We are having continuous problems with dropout on Hub1. We have version 263. Can you push a software update 273 or later to our router please. This work around has cured similar problems for a local friend.

marcyoung
Hooked
Posts: 6
Thanks: 1
Registered: ‎28-04-2020

Re: Hub One - 5GHz WiFi issue

Hi @bobpullen,

Please could you push the latest firmware to my router, I have been experiencing this problem for a long time - restarting the router fixes it for a short while but the problem eventually returns.

Current router info:  Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated 26/04/17

Many thanks.

Minxymoo
Grafter
Posts: 181
Thanks: 2
Registered: ‎22-07-2009

Re: Hub One - 5GHz WiFi issue

@bobpullen what time of the day do you push out the updates as I could possibly move my hub one to the main line.
Tesh1e
Newbie
Posts: 2
Registered: ‎28-04-2020

Re: Hub One - 5GHz WiFi issue

Hi @bobpullen, can you confirm how this latest firmware can be pushed to me also? My internet is crippling my ability to work - not sure what info is needed or who i can call?
crazed_puma
Hooked
Posts: 6
Thanks: 2
Registered: ‎30-07-2007

Re: Hub One - 5GHz WiFi issue

Can I please have Firmware updates too?  I am on .263

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
I've started having problems with connection from a couple of Windows 10 laptops to the router when they connect on the 5Ghz band. They've been fine for a long time, months actually, then last Wed 15th I started to get drop outs from the router and disconnects. The router refused attempts to reconnect, despite multiple laptop reboots and so the only way to get reconnection would be router reboot. Then, a few hours later, it would disconnect again.

I managed to fix the problem late Thu 16th by switching off the 5Ghz band and only using 2.4Ghz. Also I noticed ethernet cable connectivity works fine too. Obviously, I'd like to make use of the 5GHz band. Especially since this has previously worked fine. On checking my PC logs I noticed that both laptops have recently received a Windows 10 update on 14th and 15th respectively. It was this one support.microsoft.com/en-gb/help/454

Yes and Blue

3. Do you have the 2.4GHz and 5GHz channels merged (default setting) or split (different wireless network names)? If the networks are named differently, does the problem only affect the 5GHz network?
Yes, merged.  Only 5GHz and only to devices connected to the Plusnet Hub

4. Once the problem occurs is it persistent?  Do you have any devices wired to the router and does the problem affect them at the same time?
Yes.  No, the devices wired are not effected.  It is only the devices connecting on the 5GHz band - to the hub. 

5. Are you able to reproduce the problem reliably? Do you think you have a way of triggering it? [for example waking a specific device from power save mode]
Not reliably.  The dropouts are unpredictable and sporadic.  They sometimes occur hours apart and sometimes days.

6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
Yes.  Dropouts sometimes occur hours apart and sometimes days.

7. If specific devices are always impacted when problems occur, please provide details of which devices are impacted and which aren't i.e. manufacturer, model, variant and operating system version.
Lenovo Thinkpad X1 Extreme and P43s - Windows 10.

8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
Yes, see above

9. Please provide a description of your home network setup and all devices in use including whether or not you're using any additional switches, Powerline adapters or wireless access points.

Complicated with powerline, WAP's plus many devices including Stereo & TV.  But, it is only the laptop devices connected on the 5Gz band to the Hub that have the problem 

Kind Regards

eakbas
Hooked
Posts: 5
Registered: ‎28-04-2020

Re: Hub One - 5GHz WiFi issue

Hi @bobpullen, I have been having the same issue with the firmware .263. Would you be able to push the update to mine as well, please? 

 

Many thanks.

Meridan
Hooked
Posts: 8
Thanks: 1
Registered: ‎07-01-2020

Re: Hub One - 5GHz WiFi issue

Hi @bobpullen , same issue here since September last year. Since I am working from home now and the kids are taught online, too, I really need the whole thing going. Could you please push the update through to my router, too?