Hub One losing internet connection on 5Ghz WiFi only
Had to restart again today, 5 Ghz Wifi died.
I realise you have to pass on the request, I've been told enough times. You've been passing the request on for five weeks and precisely nothing has happened.
My complaint is about Plusnet as a whole. People seem to get paid for handling tiny little bits of a single job. Nothing ever gets done & nobody takes responsibility.
Nobody will even admit that there is an issue. Below is my boot log that shows when my router has either been restarted by me (because wifi has failed) or has restarted itself. The log goes right back to October 2016. The log doesn't contain the year but it's not difficult to work out. Please note how much more frequent the restarts are on firmware 263.
If I was to resort to buying a BT Home Hub 6 to fix the issue would you refund me the cost? Other people on here are buying them because you cant help. That hardly seems fair.
It is interesting that when the Plusnet HubOne restarts it issues the message :-
| 11:52:29, 11 May. | (254593.300000) Reset button pressed. BT Home Hub is going to reboot! |
In my 30 years in IT I have always found that cut & paste errors like that are made by lazy, incompetent programmers who create buggy code. Tell me I'm wrong.
Please sort this out or give me money to buy a router with firmware that works.
Boot entries from log follow :-
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No problem and thanks for clarifying 
I did have a bit of an idea based on the software versions.
(though with Plusnets routers it doesn't always mean diddly)
Software 226 was before my time with PN, but guess they may have had the 5GHz disabled back then
I know the modem part can be a little, erm, 'sensitive' and tbh you've not done too bad in terms of it working well:) until recently
If the mains issues were around the time of the watchdog reset (0x2) then this could well answer that bit too. I know the routers 'twin', the HH5 could be troublesome with mains issues.
Hopefully Plusnet will downgrade your router soon, or send another but guess that's their call
(I was aware there was a backlog for router downgrades, but I don't know how many are still waiting like you).
Hi @NigeBoy,
I'm very sorry for the delay in getting back in touch and I'll pass on feedback about this. Our products team have advised that, unfortunately, a firmware downgrade on its own is unable to resolve the problem and so they would like to investigate this further.
Please can you answer the following questions and we will then send this on to our products team for further investigation:
1. Exactly how does the problem masquerade itself, what are the symptoms?
2. When did the problem start?
3. What firmware version is router and when was it last updated?
4. What devices do you have on your network and how are they connected, eg. wired or wireless?
5. How is your network configured i.e. any Powerline adapters, additional switches, attached storage or or wi-fi access points in use?
6. What devices does the problem affect and what software/firmware versions are they running (if known). This will help us try and replicate the issue in a lab environment.
7. Are the 2.4GHz/5GHz radios separated or merged (they're merged by default). If separated, which radio is affected (or is it both)?
8. Have you tried factory resetting? (if not, please try this)
9. Would you be willing to downgrade firmware if we need to in order to help diagnose the issue. Bear in mind this will wipe all of the settings back to factory defaults, and we may need to upgrade/downgrade a second time to further prove that it's the firmware that's the cause of the issue.
I suspect that statement doesn't mean anything.
Like most responses from Plusnet staff it's just their way of making it look like they did something by replying.
Not a single response from Plusnet staff in this thread has actually said anything meaningful or achieved anything at all for me, or them, other than adding 1 to their post count.
I look forward to reading their response though, as I'm sure you do 
I wonder who will reply this time 
I actually think this does mean something, it's just the what have they found that's got my attention.
Clearly the PT must have an idea, hence why they seem to know other things need doing in addition to the downgrade. The forum staff are just the messengers.
Now whether this is just for you and/or your router, or for other customers is something I'm not sure about.
I'll admit it, had I not got my own H6 and swapped it out, even though they asked me not to have the downgrade, then with the evidence I posted up, then nothing further from Plusnet, I'd have actually quit my contract by now.
The facts are there, regardless of how each user had their router set up, they worked on the previous versions of the software, but something on the latest software broke something. The other facts are that those whom had a downgrade found their wifi started working again (although it would have been in it's default configuration - thus wifi spectrum's were merged
), or for those whom swapped to a hub 6, if their devices were at fault then why does it work fine on the hub6?
Anyway, I've been doing some reading on these forums
- Software 237.2.2 was the main software in use for the majority of customers
- 237.2.2 looks like it needed an update to the DSL and WiFi drivers (no info as to why)
- But some were updated to .259 and others to 259.1.1 (I can't find a reason for this)
- Something happened and in November 2018 the rate of deployment had been slowed (no reasons why)
- But at that time 25% of in use routers had been updated/upgraded
- The resident hub guru was not able to share what the difference were (but note the DSL and WiFi above)
- In the middle of January 2019 it was confirmed that 237.2.2 was still the latest build for certain customers (why only certain?)
- But Plusnet was aiming to move everyone to 263 over the next few months (no dates, but was in late 2018 )
- This was pushed back to the 2nd week of March 2019
- One customer reported issues - months ago, not anyone from March 2019
- Though Plusnet were not sure if there was a problem (this time only wifi drivers were mentioned)
- But Plusnet downgraded that users router anyway, as a lets see kinda thing
- That User stated that the downgrade did this - glitching and stutter is gone and the latency has been dropped more than half (the latency got my attention)
I won't link the info, but it's all on these forums.
edit, typo, changed is to this
edit 2, various other typos corrected, my bad 
I'm glad we both agree
(anything is better than what we know thus far)
Though I'm sure it was you (but happy to be corrected) that was going to do a similar thing over on my 'could this be' thread. Using that thread as an example, via yourselves the PT were made aware of this in the middle of March and we're almost at the middle of May and apart from a questionnaire, that's all we've had from them (oh, and the snippet above)
Even Bob was involved (not having a go here) and now even he isn't chatting about it (but totally understand he could well be busy with other things in PN Towers).
I doubt this issue is going to go away by itself, plus if I was looking in at the forums for the first time, I'd kinda think nothing is/has been done about it. During the time I was using either of the H1's the experience was fairly well documented.
(never heard back about deleting my data from that router either....:()
From the reading I've done, some users out there could well have been affected by the software back in late 2018
(and I know you're the pawns in all of this, but it appears to be one way traffic so we have no body else to moan at;))