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Hub One losing internet connection on 5Ghz WiFi only

NigeBoy
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Posts: 88
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Registered: ‎07-10-2016

Re: Hub One losing internet connection on 5Ghz WiFi only

@OskarPapa 

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 :-

 

Time and date Message
11:53:35, 11 May. ( 33.670000) System up, firmware version: 4.7.5.1.83.8.263
11:53:19, 11 May. ( 17.940000) System start Button press
13:09:47, 08 May. ( 33.830000) System up, firmware version: 4.7.5.1.83.8.263
13:09:31, 08 May. ( 17.960000) System start Button press
19:53:38, 06 May. ( 33.830000) System up, firmware version: 4.7.5.1.83.8.263
19:53:22, 06 May. ( 17.900000) System start Button press
14:11:27, 01 May. ( 33.390000) System up, firmware version: 4.7.5.1.83.8.263
14:11:11, 01 May. ( 17.940000) System start Button press
20:40:54, 26 Apr. ( 31.260000) System up, firmware version: 4.7.5.1.83.8.263
20:40:40, 26 Apr. ( 17.900000) System start Button press
22:37:25, 18 Apr. ( 33.770000) System up, firmware version: 4.7.5.1.83.8.263
22:37:09, 18 Apr. ( 17.870000) System start 
22:16:26, 18 Apr. ( 33.420000) System up, firmware version: 4.7.5.1.83.8.263
22:16:10, 18 Apr. ( 17.890000) System start 
21:53:00, 18 Apr. ( 33.800000) System up, firmware version: 4.7.5.1.83.8.263
21:52:44, 18 Apr. ( 17.900000) System start 
21:37:34, 18 Apr. ( 35.220000) System up, firmware version: 4.7.5.1.83.8.263
21:37:17, 18 Apr. ( 18.440000) System start 
21:16:19, 18 Apr. ( 33.470000) System up, firmware version: 4.7.5.1.83.8.263
21:16:03, 18 Apr. ( 17.890000) System start 
20:41:07, 18 Apr. ( 30.720000) System up, firmware version: 4.7.5.1.83.8.263
20:40:54, 18 Apr. ( 17.880000) System start 
20:38:00, 18 Apr. ( 34.190000) System up, firmware version: 4.7.5.1.83.8.263
20:37:43, 18 Apr. ( 17.890000) System start from GUI
19:55:57, 18 Apr. ( 30.750000) System up, firmware version: 4.7.5.1.83.8.263
19:55:44, 18 Apr. ( 17.900000) System start 
19:33:59, 18 Apr. ( 33.610000) System up, firmware version: 4.7.5.1.83.8.263
19:33:43, 18 Apr. ( 17.850000) System start 
19:18:20, 18 Apr. ( 33.420000) System up, firmware version: 4.7.5.1.83.8.263
19:18:04, 18 Apr. ( 17.890000) System start Button press
09:02:56, 16 Apr. ( 31.530000) System up, firmware version: 4.7.5.1.83.8.263
09:02:42, 16 Apr. ( 17.880000) System start Button press
15:01:55, 10 Apr. ( 30.810000) System up, firmware version: 4.7.5.1.83.8.263
15:01:42, 10 Apr. ( 17.860000) System start Button press
15:28:19, 08 Apr. ( 33.330000) System up, firmware version: 4.7.5.1.83.8.263
15:28:03, 08 Apr. ( 17.860000) System start Button press
15:28:03, 08 Apr. ( 17.860000) Boot reason: watchdog reset (cause: 0x2)
12:02:09, 05 Apr. ( 32.850000) System up, firmware version: 4.7.5.1.83.8.263
12:01:54, 05 Apr. ( 17.870000) System start Button press
13:28:07, 16 Mar. ( 34.740000) System up, firmware version: 4.7.5.1.83.8.263
13:27:50, 16 Mar. ( 17.800000) System start Button press
11:13:42, 07 Mar. ( 35.280000) System up, firmware version: 4.7.5.1.83.8.263
11:13:24, 07 Mar. ( 17.800000) System start Button press
15:51:20, 04 Mar. ( 33.310000) System up, firmware version: 4.7.5.1.83.8.263
15:51:04, 04 Mar. ( 17.800000) System start Button press
01:44:27, 26 Feb. ( 36.160000) System up, firmware version: 4.7.5.1.83.8.263
01:44:12, 26 Feb. ( 21.010000) System start TR069
19:52:04, 30 Jan. ( 31.030000) System up, firmware version: 4.7.5.1.83.8.237.2.2
19:51:49, 30 Jan. ( 16.240000) System start Button press
10:21:53, 23 Nov. ( 31.190000) System up, firmware version: 4.7.5.1.83.8.237.2.2
10:21:38, 23 Nov. ( 16.670000) System start 
14:55:05, 22 Apr. ( 30.770000) System up, firmware version: 4.7.5.1.83.8.237.2.2
14:54:50, 22 Apr. ( 16.210000) System start Button press
19:10:47, 31 Mar. ( 31.590000) System up, firmware version: 4.7.5.1.83.8.237.2.2
19:10:32, 31 Mar. ( 16.440000) System start 
19:10:32, 31 Mar. ( 16.440000) Boot reason: watchdog reset (cause: 0x3)
09:27:54, 25 Dec. ( 31.560000) System up, firmware version: 4.7.5.1.83.8.237.2.2
09:27:39, 25 Dec. ( 16.720000) System start 
01:50:09, 12 Aug. ( 33.750000) System up, firmware version: 4.7.5.1.83.8.237.2.2
01:49:54, 12 Aug. ( 19.160000) System start TR069
12:20:22, 30 Jul. ( 30.000000) System up, firmware version: 4.7.5.1.83.8.226
12:20:08, 30 Jul. ( 16.120000) System start Button press
15:45:00, 05 Jun. ( 29.400000) System up, firmware version: 4.7.5.1.83.8.226
15:44:47, 05 Jun. ( 16.390000) System start 
21:53:17, 02 Jan. ( 31.100000) System up, firmware version: 4.7.5.1.83.8.226
21:53:01, 02 Jan. ( 15.920000) System start Button press
12:45:01, 11 Dec. ( 31.300000) System up, firmware version: 4.7.5.1.83.8.226
12:44:45, 11 Dec. ( 15.870000) System start Button press
13:12:49, 12 Oct. ( 31.580000) System up, firmware version: 4.7.5.1.83.8.226
13:12:33, 12 Oct. ( 15.840000) System start 
19:23:50, 07 Oct. ( 26.660000) System up, firmware version: 4.7.5.1.83.8.226
19:23:38, 07 Oct. ( 14.410000) System start 
19:16:22, 07 Oct. ( 26.670000) System up, firmware version: 4.7.5.1.83.8.226
19:16:09, 07 Oct. ( 14.400000) System start 
19:16:09, 07 Oct. ( 14.400000) Boot reason: watchdog reset
19:09:40, 07 Oct. ( 26.890000) System up, firmware version: 4.7.5.1.83.8.226
19:09:27, 07 Oct. ( 14.150000) System start 

 

NigeBoy
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Posts: 88
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Registered: ‎07-10-2016

Re: Hub One losing internet connection on 5Ghz WiFi only

@OskarPapa 

@Jubby posted this earlier today in another thread :-

"I'm not personally convinced that this is the route cause of the issue. As far as I'm aware we haven't had any other examples where the 5GHz frequency band has stopped connecting since upgrading to firmware version: 4.7.5.1.83.8.263."

That perfectly sums up my criticism of Plusnet staff in finding a solution to these issues.

Does anybody in Plusnet actually speak to anyone else? Do any of you ever read anything on the forums before just churning out pre scripted replies?

Absolute joke!

DS
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Re: Hub One losing internet connection on 5Ghz WiFi only

@NigeBoy wrote: snipped

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.

Ignoring the latest software, there was certainly an issue

19:16:09, 07 Oct. Boot reason: watchdog reset

19:10:32, 31 Mar. Boot reason: watchdog reset (cause: 0x3)

15:28:03, 08 Apr. Boot reason: watchdog reset (cause: 0x2)

(tweaked and put in date order)

Your router had an hardware failure, though yours is the first one I've seen that has actually recovered.

These are the watchdog reset reasons:

0x0 - normal watchdog reset
0x1 - watchdog reset caused by wireless PCI failure
0x2 - watchdog reset caused by kernel not responding to interrupts
0x3 - Returned if both bits 0x1 and 0x2 are set.

So the first reset was normal, the second one highlights the hardware failure and (I'm not sure) the third one could be highlighting a poorly router - as I've mentioned, I'm not sure but it doesn't look right

Plusnet are going to have to ask if this warrants a replacement router or not.

 

 

 

NigeBoy
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Registered: ‎07-10-2016

Re: Hub One losing internet connection on 5Ghz WiFi only

@DS 

In the real order of things that 31 Mar error was 2018. The 08 Apr error was this year though. The time on that one is exactly the same time as me pressing the button to do a restart.

The log goes back to October 2016 when I joined Plusnet.

DS
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Re: Hub One losing internet connection on 5Ghz WiFi only

I still think this bit is in date order though, isn't it?

19:16:09, 07 Oct. Boot reason: watchdog reset

19:10:32, 31 Mar. Boot reason: watchdog reset (cause: 0x3)

15:28:03, 08 Apr. Boot reason: watchdog reset (cause: 0x2)

 

So 07 October 2016 (normal), 31 March 2018 (tends to brick them) and 08 April 2019 (not sure, but could be failing)?

It still means the router suffered a serious failure in March '18 and I really don't know how it recovered.

And the one in April needs further clarification, but my gut is telling me your router needs swapping anyway

(but that's what I'd do if I was the captain of this sinking ship)

NigeBoy
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Registered: ‎07-10-2016

Re: Hub One losing internet connection on 5Ghz WiFi only

Hi DS, thanks for your input.

Yes, it is still the right order. I just wanted to clarify that it had been working well since that problem in March last year. Without the years being displayed it looks like those two resets were very close together and both on the current firmware.

When I first got the router it wouldn't let me turn on 5Ghz at all. Changing something else caused it to reboot itself and then it was fine. That was in October 2016 and it has given me very few problems since as you can see from that boot log.

At least 3 of the previous restarts before this year would be down to mains electricity failures. Why that is so bad only a couple of miles from Sheffield city centre is also beyond me!

 

DS
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Re: Hub One losing internet connection on 5Ghz WiFi only

No problem and thanks for clarifying Smiley

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 wellSmiley until recentlyLips are sealed

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).

NigeBoy
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Registered: ‎07-10-2016

Re: Hub One losing internet connection on 5Ghz WiFi only

@RandallFlagg 

Any update on getting my firmware rolled back yet please?

You said you would pick it up today as a priority.

The problem occurred again over the weekend as I have updated in this thread.

It is totally unacceptable for me still to be chasing this after 5 weeks.

More & more people are reporting this problem on here and Plusnet staff are still peddling the same ignorance of the issue and suggestions of things to try whilst doing absolutely nothing to help anybody.

 

Plusnet Help Team
Plusnet Help Team
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Re: Hub One losing internet connection on 5Ghz WiFi only

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
NigeBoy
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Registered: ‎07-10-2016

Re: Hub One losing internet connection on 5Ghz WiFi only

@EmilyD 

If you read these forums you will see that the rollback of firmware has worked for everyone who has been given it. As far as I am aware there isn't a single case on here where it hasn't worked. If the firmware worked before it is highly likely rolling back will give a customer what they had before.

Strangely, Plusnet staff talking rubbish and doing nothing hasn't fixed anything for anybody and never will do.

If you say something to someone on a phone call it is private and between you and them. When you post it on here it is public. By not reading what is on these forums you are just making Plusnet look like an arrogant, incompetent company who doesn't care that their customers are being inconvenience by something which should never have happened & can be easily rectified. It is there for everyone to see including yourselves.

I said five weeks ago that I was wiling to have my firmware rolled back and have been fobbed off ever since. Someone else who joined this thread had theirs rolled back and it worked ( @stevewx  in messages 10, 22, 40 54 and 56), and also other people in other threads. 

I answered most of those questions when I started this thread nearly 6 weeks ago before you even had the list of questions. That was despite people complaining about these issues since last year but nobody at Plusnet having the foresight to link them. You carried on rolling out the firmware and still are. Surely someone must realise this will become unmanageable if it isn't already.

I do now want to raise this as a formal complaint against Plusnet. Can you please advise how I can do that?  I will also raise it outside of Plusnet, there is enough evidence on these forums to show that you are simply not handling this in a way that treats your paying customers with any respect. If you were a bank and were taking 5 hours to make a fix it would have hit the news. This should be no different after the length of time involved here and the inconvenience. It probably hasn't happened because people can't get on to social media because you've broken their internet!

All you have to do is admit that you messed up & roll my firmware back.

DS
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Re: Hub One losing internet connection on 5Ghz WiFi only

Based on 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.

I guess a relevant question(s) would be:

If the Plusnet Products Team have advised the Plusnet Social Media Team that a downgrade on it's own is unable to resolve the problem, what have they noticed? or what do they think is the cause? or how do they know a downgrade won't fix this? or what else in addition is likely to fix this problem? or how do they know it's unable to do this? or what do they mean by problem?

(my bold and I could go onSmiley)

 

Is there any news on whether the PPT have been able to replicate the issues reported?

I know I'm using a H6 now, but I'm still very interested in finding out why

NigeBoy
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Re: Hub One losing internet connection on 5Ghz WiFi only

@DS 

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 Roll eyes

I wonder who will reply this time Wink

DS
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Re: Hub One losing internet connection on 5Ghz WiFi only

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 mergedHuh), 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 Smiley

  • 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 Sad

Plusnet Help Team
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Re: Hub One losing internet connection on 5Ghz WiFi only

Hi @NigeBoy 

I suspect that statement doesn't mean anything.

This is what we have been told by out PT - as a statement itself it means exactly what is written, there isn't any allegoric submeaning at all. We are always as transparent as we can be when discussing things. 

Like most responses from Plusnet staff it's just their way of making it look like they did something by replying.

It's disappointing that you feel this way about the forum staff, we always put in the maximum effort to assist in any situation which we have jurisdiction to wade in on. There are a plethora of success stories on the forums where staff have solved issues and complaints. Admittedly, there are times when we are powerless to assist/need to await for further info, so replies may be more holding/KCI posts - but these are just as important as "fix" posts. 

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'm sorry that your issue has yet to be resolved - if you could give the info that Emily asked for then we can carry on working on this. In regards to "post counts" - this is moot as we are not targeted, evaluated or assessed in anyway on quantity, we all favor quality (which I'm sure everyone here would prefer). 

 

@DS 

I guess a relevant question(s) would be:

If the Plusnet Products Team have advised the Plusnet Social Media Team that a downgrade on it's own is unable to resolve the problem, what have they noticed? or what do they think is the cause? or how do they know a downgrade won't fix this? or what else in addition is likely to fix this problem? or how do they know it's unable to do this? or what do they mean by problem?

I'll try and get some answers for you. At the moment we have provided what we know, but i agree that having some more detail on WHY might be beneficial for all parties. 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
DS
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Re: Hub One losing internet connection on 5Ghz WiFi only

I'm glad we both agree Smiley

(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....Sad)

From the reading I've done, some users out there could well have been affected by the software back in late 2018 Sad

(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 atWink)