Hi there,
I seem to have fallen foul of this issue after only a week or two being connected to Plusnet, sadly.
- Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen? A couple of days ago I found that I no longer had access to the internet through my 5GHz wireless network. I'm still able to connect on all my devices, but none have internet. 2.4GHz is not affected by this.
- 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 devices appear connected but have no internet connection. I have only seen a blue light on my router during this time.
- 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 split, and the SSID is different (the 5GHz channel is suffixed with a 5). It only affects the 5GHz network.
- 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? Since this has first happened I haven't been able to get an internet connection through the 5GHz network at all, even after a router reset (not factory/hard reset) as well as after resynchronising and then splitting the 2.4 and 5 channels again.
- 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 problem is persistent so there is no way of reproducing it at the moment.
- Is the problem always resolved by rebooting the hub? If so, how long does it take before problems recur? I have only tried this once, and it did not rectify the problem. Having seen your notice about not repeatedly doing this I haven't wanted to try again.
- 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 failing to get an interenet connection despite being allowed to connect. This includes both Windows 10 laptops, and Android 11 phones.
- Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred? There is nothing consistent between the device platforms that could explain this to the best of my knowledge.
- 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. Currently everything connects to the Plusnet Hub directly. I had split the channels between 2.4 and 5GHz as one of my laptops struggles with 2.4GHz connections. We have connected a Smart TV, a smart thermostat, some Windows laptops and a MacBook Pro, as well as Android and iPhone phones.
If there is a patch that would fix this problem, I would greatly appreciate it being pushed, as the 5GHz channels are far better in a lot of the house, where the 2.4GHz channel is barely usable.
I see that the following information has been attached on previous requests, so I've included it in case it's helpful:
Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated Unknown
Serial Number: +081441 +NQ13025887
Many thanks,
Sam
