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Internet drops out

Pat4
Newbie
Posts: 3
Registered: ‎20-04-2020

Internet drops out

Hi, Apologies if this has been covered in other threads, but I haven't been able to identify my problem in any of the ones I have read, and there are quite a few regarding connectivity issues to plough through.

 

I have a hub one router, this intermittently drops out internet access in certain parts of the house. The icon in the status bar of my windows laptop changes from wireless to what looks like a globe, when hovering over it it advises no internet, so I'm assuming that I am still connected to the wireless network. If I then disconnect and reconnect to the router the internet returns. This may happen several times in an hour, until I get fed up and tether to my 4g mobile phone.

6 REPLIES 6
EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 1,959
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: Internet drops out

Hi @Pat4,


I'm sorry that your connection is dropping and for any inconvenience that this is causing you. I've tested your line but the test isn't picking up the cause of this issue from here:

 

 
GEA Service Test
GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 75.0 Mbps
Upstream Speed 19.5 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Detected
Estimated Line Length In Metres 509.1
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2020-04-08T09:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 76.5 Mbps 79.9 Mbps 79.6 Mbps
Up Stream Line Rate 17.1 Mbps 20.0 Mbps 18.6 Mbps
Up Time 829.0 Sec 900.0 Sec 899.8 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2020-04-21T08:04:24Z 2020-04-21T08:19:24Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

Is this solely affecting your wireless connections or are wired connections dropping too?

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Pat4
Newbie
Posts: 3
Registered: ‎20-04-2020

Re: Internet drops out

Hi Emily,

I've nothing hard wired, only use wireless.

It appears to be in certain rooms in the house, mainly the upstairs bedrooms, the router is on the groundfloor at the foot of the stairs. And certain devices seem to be affected more. Windows laptop poor, macbook good, Roku Now TV box good. Epson Printer poor. I did notice yesterday that the macbook had a 5ghz connection, whereas the windows laptop and the Epson printer used 2,4ghz.

I have an old Huawei Freeview box which used to be dreadful, even when hard wired into the router. I've now moved the router to the Master socket, so am unable to connect the two directly, I tried wiring the Freeview box to a wifi extender, but this was poor. I have now reconfigured the wifi extender to connect to the router, but then act like a router on a new network, I then connect the Freeview box to the new network and this works significantly better.

I think it is a wireless connectivity issue because I can reconnect to the internet by closing the wireless connection on my laptop and then reconnecting. Only very occasionally do I have to reboot the router.

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 1,959
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: Internet drops out

Thanks for confirming that, it does appear that this is a wireless connection issue. 

 

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app called WiFi analyser which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

 

1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

 

2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

 

3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices  to for a stronger signal. 

 

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.

 

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
bobpullen
Community Gaffer
Community Gaffer
Posts: 14,832
Thanks: 2,423
Fixes: 163
Registered: ‎04-04-2007

Re: Internet drops out

@Pat4, could be related to this.

I've pushed an update to your router that helps with that particular problem, so it will be intersting to hear if it's helped.

You'll need to reboot the router at your convenience to apply the update.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Pat4
Newbie
Posts: 3
Registered: ‎20-04-2020

Re: Internet drops out

Hi Bob,

Thanks for the heads up.

This is not a recent problem, but been ongoing for some time (years) but not really been an issue, since I've been working from home recently I've decided to do something about it.

On a whim I changed the Wireless interface types yesterday; 2.4GHz to 802.11 b/g (up to 54 Mb/s) and 5GHz to 802.11 a/n/ac (up to 1300 Mb/s), I have been working all day and am not aware of any drop outs, I don't know if I've inadvertently solved the problem or whether or just coincidence.

bobpullen
Community Gaffer
Community Gaffer
Posts: 14,832
Thanks: 2,423
Fixes: 163
Registered: ‎04-04-2007

Re: Internet drops out

Well the update will be applied the next time you reboot, so bear that in mind should the problem rear its head again Smiley

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵