Hub One - 5GHz WiFi issue

[marcpaulb]

Hi, I've been having the 5GHz issue for a couple of years now, I originally thought it was my sole 5GHz client device that had the issue, and so turned off the 5GHz channel on the router. But now I've got more devices, I tried reinstating 5GHz and I have the same issues on all devices, and now I've found this thread! Please could I have the firmware update? My current version is 4.7.5.1.83.8.263.

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen? Devices connected to the 5GHz channel either disconnect or remain connected but with a notification that no internet is available. This happens several times daily. There are no apparent issues on the 2.4GHz channel.
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs? All issues are when supposedly connected through the hub. All status indicators are normal (apart from the light that comes on when 5GHz is disabled)
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? The networks are currently split, and the issue only affects 5GHz (as I type, there's no connectivity at all on 5GHz). When the networks are merged, the issues are more intermittent, but still several times a day.
   
   
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 it is persistent. It affects all devices connected to 5GHz.
   
   
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] No, but it appears to happen almost constantly at times.
   
   
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur? Occasionally I get very brief respite by resetting the Wifi on the client device, but probably only for a couple of minutes if so. Rebooting the hub doesn't guarantee that the issue will be solved, it could come straight back immediately.
   
   
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. A selection of devices impacted are Xiaomi Mi A2 running Android 10, Moto G 5G running Android 10, Medion Akoya E14403 Laptop (AMD processor) running Windows 10, Lenovo Ideapad L340 running Windows 10
   
   
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred? For all devices, issues occurred out of the box.
   
   
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. Plusnet Hub connected to BT Powerline adapters for connection to Youview box, and for wired connection to a laptop. All other devices connected wirelessly, list of devices given earlier. No other hardware, such as switches or mesh WiFi, in use.

[pigmond]

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
   5ghz just stops allowing connections and no 5ghz can connect to the main router.
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs?
   All looks normal
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?
   Not merged and only appears to effect 5ghz
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?
   wired corrections work fine and those wire connected to an access point also work fine
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]
   no just happens 
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
   yes
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.
   doesnt appear to effect 2ghz
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
   nope happens to a wide variety of devices from multiple manufactuers
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

powerline adapters, plus wine wifi access point. 1 wifi range extender. Happens even if the other items are off

[whitealanjohn]

Hi @bobpullen

We're on version 4.7.5.1.83.8.263 and having terrible disconnect issues on all devices in the house. Please can we receive the firmware update?

Thanks for your help

Alan

[liamosullivan]

I think I'm on the latest version and my 5ghz wireless just randomly drops out. So so bad.

Having to just use 2.4ghz

Any settings or adjustments I can make?

[goldenfibre]

@bobpullen Just send you PM to send me latest firmware for stable 5GHz wifi

[whitealanjohn]

Apologies @bobpullen , i didn't include the info requested at the beginning of the thread:

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
   - Frequent device disassociations. 
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs?
   - Most of the time the devices appear connected to the Wifi network but have no internet access
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
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?
   - Disabling and re-enabling the wifi adapter on my laptop usually does the trick but only temporarily
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]
   - No
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
   - Yes, although i usually just disable the wifi nic on our laptops
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.
   - 1 x Windows 7 laptop, 1 x Macbook Pro (Sierra), 2 x iPhone 8's. Note: We also have a Chromecast and Echo Dot but difficult to determine if they're affected
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
   - Patches, no patches, problem has persisted for a very long time
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.

- 1 x Windows 7 laptop, 1 x Macbook Pro (Sierra), 2 x iPhone 8's. Note: We also have a Chromecast and Echo Dot but difficult to determine if they're affected. No additional AP's, routers or extenders

[osirys]

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
   The connection drops on wi-Fi only every 10-20 min. When the connection is up and running, it's fairly slow.
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs?
   The hub indicator stays blue, all devices connected to the router trough wi-Fi experience the same problem, slow connection and connection drops every so often. 
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?
   The channels are merged when the issue happens. I've since switched to 2.4 GHz, it is a more stable connection but that is a much slower one. 
   
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?
   Once the problem appeared more then a year ago, the only thing that helped was to restart router, and that would only fix the issue for so long, until it manifested again.  I game on laptop and I have to have it wired to the router. The wired connection is perfect, does not have any of the issues above, doesn't matter if I'm on 5 or 2.4 GHz.
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]
   The issue is not caused by me in anyway (that I know of), it manifests on a regular basis, seems around the same time, every 10-20 min.
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
   Yes rebooting fixes the issue, often for a few hours. Sometimes only for a short time, less then 30 min.
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.
   Personal gaming laptop - PC Specialist windows 10 
   Work laptop                   - HP Pavilion    windows 10
   Personal phone             - Samsung Galaxy s20 5g
   Personal phone             - Samsung Galaxy A20
   Personal phone             - Razer Phone 2
   Casting device              - Amazon Fire HD stick
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
   Absolutely not, all devices received multiple updates over last year, it did not fix the issue.
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.
   Plusnet One Hub as it was installed when I moved in, 1 laptop wi-Fi, 1 laptop wired connection to router, 3 phones wi-Fi, 1 fire stick HD wi-Fi, 1 Alexa device, 1 smart TV
   
   Hello @bobpullen, experiencing this issue for over 12 months now and I will soon be at the end of my 18 month contract and I'd like this issue to be fixed. I believe there's a firmware update I can get (currently on 4.7.5.1.83.8.263) from reading the posts here, please can you push that for me. If not I'll be asking for a new router, alternatively I'll just go with a different provider (been with PlusNet for almost 10 years)
   

[goldenfibre]

One thing I never understand why plusnet get rid of this junky hub one and replaced a better 5GHz wireless router how hard is it? Plusnet could replaced this with better TP LinkVR2800 most stable strongest 5GHz and it does support VDSL modem as well.

[Hanzzii]

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen? 
   Every few hours the wifi connection will drop. There's not set time and there's nothing that is triggering it. 
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs?
   The devices show no internet access, and the hub resets itself, orange light, green light, blue light. Before I can connect I also get asked to input my login/authorisation which is the admin details, it makes no sense why I'm asked to do this every time it reboots. It also takes me around circles, that by the time I've gotten to hub manager it's already reconnected. 
   
   
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?
   I have the channels split as per customer service suggestion. The problem affects both channels. 
   
   
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?
   If it's cut out once you know it's going to be on of those days where it keeps dropping. I haven't got anything wired to the router, but as it seems to reboot each time I assume they also wouldn't have access to the internet. 
   
   
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]
   No, it's completely random. I even kept a diary of when it occurred. 100% random. 
   
   
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
   The hub reboots itself everytime, I think that's why I'm losing connection. It takes about 5 minutes for it to come back. 
   
   
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.
   All devices are impacted, phones, TVs, games consoles. Anything connected to the wifi on either frequency is going to lose connection. 
   
   
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
   No.
   
   
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. 
   We are not using any additional switches or adapters etc. 
   

   DHCP Table Device MAC Address IP Address Lease Time amazon-e42e04c17 3c:5c:c4:eb:1a:ef   00:22:43:12 EPSON416204 f8:d0:27:41:62:04   00:23:38:47 Google-Nest-Mini 14:c1:4e:00:f5:6d   00:22:43:12 Google-Nest-Mini f8:0f:f9:9b:92:f9   00:22:43:12 HUAWEI_P30-c7acfc1d850dbd 34:29:12:f0:f1:a1   00:22:43:12 iPad 46:fd:cc:ed:21:07   00:22:44:33 LAPTOP-PSJ2OUIM 3c:9c:0f:4f:b7:30   00:22:43:12 Nats-Phone 2a:a2:96:37:16:5c   00:22:43:20 Nats-Phone 66:b6:99:28:b3:43   00:22:43:12 PS4-5c-96-56-40-b7-21 5c:96:56:40:b7:21   00:22:43:12 Rebeccas-iPhone 02:a0:2e:6c:df:df   00:22:43:12 Samsung 64:1c:b0:ec:96:9e   00:22:43:12 udhcp-0-9-9-pre-2c-d9-74-a1-6d-15 2c:d9:74:a1:6d:15   00:22:43:12 Unknown-48-a5-e7-4f-59-66 48:a5:e7:4f:59:66   00:23:05:07 Unknown-48-a5-e7-9d-76-2a 48:a5:e7:9d:76:2a   00:22:50:10 XBOXONE 28:16:a8:c2:cf:cd   00:22:43:12 XboxOne 28:18:78:6d:22:ef   00:22:51:38

   Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated Unknown @bobpullen  If you feel that the firmware update might help please could you send it my way? 
   
   I've been dealing with this issue since set up in January, I have 2 important interviews over zoom and teams next week and I'm terrified the wifi is going to dip. I'm paying for a service that I feel I am just not getting  
   
   Any help would be greatly appreciated. 

[brownhill02]

Hi.
I’ve been told by tech support but put a post on here as I’m having trouble with WiFi as many others are. Could you please push the latest firmware to my router please.

[georgem1]

Looks like I'm one of many. Running the Hub One with Software version 4.7.5.1.83.8.263.  5Ghz wifi causes 'connected no internet' messages on all devices I try.  Disabling the 5GHz and/or changing the 5GHz SSID so that devices are forced to connect to the 2.4GHz solves connectivity issues, although at significant expense of the speed of connection compared to when the 5GHz was working (as expected).

If there's a fix (as seems to be the case with a firmware upgrade) can this please be made to my account?

Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?

no internet available when devices connected to 5GHz wifi channel

Do the devices having problems appear to be connected or associated with the hub? Is the hub status indicator normal/blue when the problem occurs?
Devices appear connected to the Wifi network but have no internet access, hub is normal (blue)

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?

5GHz was split to isolate problem, now turned off entirely.

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?

Seems pretty persistent.  Wired devices unaffected; really old phone without 5GHz wifi also carried on working - this was my clue!

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]

Yes, connect to the 5GHz network name (SSID)

Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?

I haven't noticed this fixing things particularly, so if it does fix it, it's really not for long.

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.

N/A - any 5GHz wifi connection affected

Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?

N/A

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.

Nothing other network hardware at the moment - some ethernet connections to the router (tv etc) and the routers wifi.

[melrogwat]

I have been losing connectivity on 5ghz since Jan. Could you please push the update to my router firmware. Currently @.263.

[bobpullen]

@ufojosh1 @A2087Soldier @Shamoll2 @Stevenmilloy @Krem @dholdi @marcpaulb @pigmond @whitealanjohn & @osirys - I've just pushed an update to your respective routers. You'll need to switch them off/back on again at your side to apply the update.

Hope it helps.

[bobpullen]

@brownhill02 & @georgem1 - update has also been sent your way. Same applies: you'll need to reboot at your side.

@liamosullivan - you're not on the latest build, however you shouldn't be experiencing too many 5GHz issues on the build you are using. I've pushed the latest to you anyway on the off-chance it helps.

@Hanzzii - I've sent the update your way too, however it sounds to me like you're subject to a different issue as your hub is physically rebooting (the green LED is a tell-tale sign). Might be worth starting a separate thread if the issue persists.

[goldenfibre]

What about me? @bobpullen