Hub One - 5GHz WiFi issue

[#1]

Hi Bob I have previously had WiFi issues and had two different firmware updates sent to my device which fixed those I am now getting watchdog 0x3 errors and reboots I've spoken to customer services who are sending me a replacement router I just wanted to check if I will receive the updates again or does something need to be changed on my account like last time? (serial number was wrong on my account)

[#2]

Hi,

I've been asked by plusnet to pop into his topic and request an "out-of-sequence upgrade to the latest FW which should resolve it. Post a request in here:https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1818625#M27223"

So, can i have one please ?

my issue is related to Hub One - 5GHz WiFi issue - Plusnet Community but turning off 5 Ghz has not solved the problem

[#3]

@bobpullen Just found this topic after having difficulties with our Hub One router having recently received it (three weeks ago). 

I've split the 2.4GHz and 5GHz channels to try and improve stability but we're seeing dropoffs on the 5GHz band regularly. Most of our devices are connected to this so we're having to restart the router quite often.

Our software version is 4.7.5.1.83.8.263, can we be upgraded to the latest version please?

[#4]

Well after 2 weeks  s the update seems to  have sorted thank Bob Pullen and anyone else involved. Over this time ambient temperature has often been very high but no obvious effects

[#5]

Sorry to report that the results of the factory reset have been very negative.  My download speed has always been around 34Mbps around the drop outs.  After the reset it bounced around between 5 and 20.  I therefore did another factory reset to no avail. I have had to restart the router several times and the best I can get is low 20s.  I am wondering if my router has given up and needs replacing.  Can anything be done about this from your end please so that I get my 34Mbps downloadspeed back.  I was better off before the "cures". 😉

[#6]

Correction - at least for the moment my speed has returned to around 34Mbps.  Please ignore the previous post - sorry!  Many thanks

[#7]

Hi Bob,

My wifi seems to be experiencing the same connectivity issues as described in your post, but the version is different from the ones listed. I am on Software version 4.7.5.1.83.8.289.1.1

Is there a workaround that can be applied to this version? For now I have disabled the 5GHZ radio as suggested. My answers to your questions are below:

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
   The wifi connection frequently drops. It looks as if my device is still connected, but it says 'No internet'. Sometimes a web page is automatically opened telling me there is a problem with my Plusnet router. After a little while the internet connection returns, sometimes with me doing nothing, other times through me restarting the router. Pressing 'reset' on the router doesn't tend to fix the problem, only rebooting it or leaving it a long time. This has been happening once or twice a day for the last couple of weeks, but today has happened much more frequently, at least 4 or 5 times. Yesterday we had a Plusnet engineer out to try to increase our internet speed as it is very slow, he replaced a corroded wire and did a couple of other things. We also have more devices than usual connected today. I don't know if either of those factors have led to an increase in the connectivity problems today. 
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 all say that they are still connected to the hub, but have no internet connection. The status indicator is sometimes blue when the problem occurs, sometimes it is red with a red warning light indicating there's a problem, sometimes blue with a red warning light.
   
   
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 believe they are merged. I have just disabled the 5GHz channel as suggested in your post. The problem has reoccured while writing this message, despite me having disabled the 5GHz connection. 
   
   
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?
   It tends to happen more than once a day, and can last several minutes before the connection is fully back to normal, then later will drop again. The problem seems to affect all devices using the network at the same time.
   
   
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, there doesn't seem to be a reliable pattern or any known triggers.
   
   
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
   Yes, this tends to resolve the problem. It can then be anything from a few minutes to a couple of hours before the problem happens again.
   
   
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.
   It impacts all devices on the network (laptops and mobile phones).
   
   
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.
   The router is set up in an office. Connected are between one and 6 laptops at any one time, between one and 6 mobile phones, all connected via wifi. And a PC and printer connected via ethernet. There is a splitter being used for additional ethernet cables, I'm not sure what they all connect to.

[#8]

Hi All,

I had separated the 5 & 2.4ghz bands, renaming the 5 so I had 2 options to chose from. All been OK for a week but this morning the 2.4 had disappeared, I had to restart the hub & it came back.

Shortly after this I had a call from Plusnet customer support team, I am now to get another router🤔 I did not ask for it. Question is, do I persevere with what I've got, latest firmware, or plug in the new one & set everything up again hoping its any better.

[#9]

Although i was told ( by plusnet elsewhere ) to come to this thread and ask for an out of sequence upgrade to overcome this issue how will you know who I am or which account to apply the fix too. As far as I am aware the forum account bares no connection to my plusnet BB account

We are just on LAN in our house now, its not sustainable with wires running across rooms and through doorways.....

[#10]

I now realise i have to answer the questions to get on the list for an out of sequence firmware upgrade. The other plusnet person didn't say that so i think i might not be in the queue becuase i didnt fill them in initially.  so I'm posting again in the hope i get on the list because our situation is not sustainable with wires running across the floors from room to room as we are on LAN now

I dont know how you will roll out the firmware to our router as I don't think the forum account is related to the BB account, perhaps you email me ?

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
   
   
2. PCs and phone drop into a "no internet" status with a globe in the corner of the PCs.
3.  
4. 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?
   
   
5. Yes, the error says its connected to he hub but has no internet connection. I know the BB is ok because LAN connections are fine, its just wireless. Hub is blue as normal
6.  
7. 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?
   
   
8. They are as per default
9.  
10. 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?
    It does not affect wired devices. It occasionally reconnects to internet but 10 minutes out of an hour maybe
11.  
12. 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]
    
    
13. no
14.  
15. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
    
    
16. power down does bring i back, but it might only be for a few minutes
17.  
18. 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.
    
    
19. It affect all of Samsung A12 phone, Lenovo thinkpad laptop, Dell laptop, Lenovo desktop and PCSpecialist tower PC - all on Win 10
20.  
21. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
    
    
22. no
23.  
24. 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 did use a range extender but i have switched that off to simplify the scenario. Nothing else. 

[#11]

Hi Bob,

You previously sent through the update but unfortunately i have been sent a new router as i have been suffering from more connection issue which they tracked back to a fault in the router. Unfortunately the new router i received has the exact same issue as the previous one and is on software version 4.7.5.1.83.8.263. Would you be able to push the update through again to this new router? Thanks in advance.

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

The first symptom is that the wifi connection will slow considerable, then it will report that the device (be it a phone, laptop or desktop) will report it is still connected to the internet but no internet connection.

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?

No warning lights appear and the hub stays blue throughout

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 believe that the problem is only the 5GHz and they are split.

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?

The issue only clears if the router is rebooted. I have two wired computers which will run with no issues while the items on the wifi are disconnected.

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] 

It happens at least once a week but i don’t think it is reproducible

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

Once the router is rebooted it will run for 3 to 4 days usually before occurring again.

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.

Iphone 7 & 6

MacBookPro 

IPad

Kindle

Advent Desktop running windows 10

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

I don’t believe so

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.

2.4 GHz network

Iphone 7

Iphone 6

Ipad

Kindle

5 GHz Network

MacBookPro

Windows 10 Desktop

[#12]

I've had a new router sent out and currently running on firmware version 4.7.5.1.83.8.263. Can this be updated please?

[#13]

New router was sent to try and resolve constant errors with connection dropping out

[#14]

@bobpullen Thanks for doing that.

I've had more trouble with my connection so they've issued a replacement router. Unfortunately it's running the v4.7.5.1.83.8.263 firmware. Please can you push the update again?

[#15]

@bobpullen - I have to turn my wifi off on my Laptop as the 5GHz just knocks out the router.

Would you be able to push the update to my router?