Showing results for 
Search instead for 
Did you mean: 

Mobile phones and laptops keep falling off the wifi/broadband

Posts: 5
Thanks: 1
Registered: ‎15-03-2018

Mobile phones and laptops keep falling off the wifi/broadband

Hi, I wonder if anyone can help?

I have boradband and a plusnet router which has worked for years with no problems. Over the last couple of months both my wifes Iphone 11, my Samsung S9 and our HP laptop will connect to the wifi and then get kicked off after a few minutes. I only realised when I was running out of mobile data on my phone. The laptop does work when connected direct to the router with a cable.


My phone priodically says there is an authentication error and will let me reconnect for a very short period of time before it boots me off again (It says connected however how connected I'm unsure)


Any ideas?





Aspiring Champion
Posts: 2,305
Thanks: 291
Fixes: 27
Registered: ‎02-08-2007

Re: Mobile phones and laptops keep falling off the wifi/broadband

If you have a dual band router, ensure the SSID's have differing names.
2.4ghz may be only frequency your phone can use.
Also d/load a wifi analyser, to see which frequencies are busiest in your locale,
then choose the least used.
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Mobile phones and laptops keep falling off the wifi/broadband

Hi @ raviahluwalia and thanks for getting in touch. I'm sorry to hear you're having wireless issues as of recent and as @Gel has pointed out there are steps we recommend to follow as seen below on how best to optimise the wireless to best suit your property which should help you moving forwards.

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 analyzer 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 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.
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)

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.

Let us know how it goes.

Community Veteran
Posts: 31,319
Thanks: 1,608
Fixes: 565
Registered: ‎14-04-2007

Re: Mobile phones and laptops keep falling off the wifi/broadband

Moderators Note
This topic has been moved from ADSL Broadband to My Router.



Windows 10 Firefox 109.0 (64-bit)
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine