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Multiple devices loosing wifi connection or unable to connect

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Newbie
Posts: 2
Registered: ‎27-04-2020

Multiple devices loosing wifi connection or unable to connect

I have a Plusnet One router which has been causing me connections issues for a while, but its been manageable. Now with my husband and I both working from home and 2 kids trying to be online for schooling and socialising its causing serious problems.

We have multiple devices, : Apple phones, android phones, smart TVs, PS4 and multiple laptops.  They are all capable of connecting to the internet via the router but all are randomly unable to do so. This leads to multiple resets as we try to get the devices we need at any particular time connected.  In some instances a device will loose connection whilst in use. A phone may be connected, loose connection having left the house and take 3 days before it re-connects. 

The most common errors noted are : connected, no internet secured  OR  unable to find IP address

I called the help desk prior to lock-down and although the guy tried to help the end result was I was told they couldn't help as my connection and speed seemed ok so it had to be the devices causing the problem.  

I am not particularly tech savvy so any easy to understand advice on how this can be resolved would be much appreciated. It is literally driving us all crazy !

Thanks in advance

8 REPLIES 8
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Moderator
Moderator
Posts: 29,790
Thanks: 3,109
Fixes: 473
Registered: ‎14-04-2007

Re: Multiple devices loosing wifi connection or unable to connect

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

 

 

Customer and Forum Moderator. Windows 10 Firefox 80.0.1 (64-bit)

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Newbie
Posts: 2
Registered: ‎28-04-2020

Re: Multiple devices loosing wifi connection or unable to connect

me too!  this is exactly what is happening to us.  It is so strange how it appears to choose a random device and the only way to fix it is to reboot the wifi router.

I did wonder if it is applying conflicting IP addresses to devices which was a problem I had years ago on an old router and I fixed it by defining IP addresses for specific devices, but this router won't let me do it.  in fact it doesn't even show all the devices which must be logged on to it.

Would a new router fix the problem?

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Newbie
Posts: 2
Registered: ‎28-04-2020

Re: Multiple devices loosing wifi connection or unable to connect

I should add my device is a "Plusnet Router" according to the router's info.  I think I have had this for over 5 years - I'm jealous of everyone talking about their hub and options within! 😉

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Plusnet Help Team
Plusnet Help Team
Posts: 204
Thanks: 13
Fixes: 11
Registered: ‎23-12-2019

Re: Multiple devices loosing wifi connection or unable to connect

Hi @Barking,

 

I am sorry to hear of the problems with your WiFi.

 

There are some helpful guides with steps on how to improve your wireless signal and get the best from it. Further information can be found here.

If this post resolved your issue please click the 'This fixed my problem' button
 Katie C
 Plusnet Help Team
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Newbie
Posts: 1
Thanks: 1
Registered: ‎30-04-2020

Re: Multiple devices loosing wifi connection or unable to connect

I have been having this issue  since I joined last November, but it has been manageable because I have my Smart TV and PS4 connected by cable. I was okay with my phone because it only lasted a few minutes at a time.

Now I have a new laptop using wifi, it is becoming a pain, and today it was down since just before midday and didn't come back until 13:00.

Details from testing I've done:

With wifi frequencies combined. It drops out a number of times a day, for a few minutes at a time.

With the frequencies split into 2.5 and 5GHz, it happens on both simultaneously, which rules out an environmental issue.

Using wifi analyser I have moved to empty or little used channels and it makes no difference.

I have an iphone, a Galaxy A70 work phone, and a Kindle Fire tablet. They all lose connection.

Same result with all the cabled devices removed,

Most significantly, the cabled devices are still working when the wifi has dropped, so the interface to the cabinet and network are still good.

My wireless devices are still connected to the router (and I can see them in the router's connected devices list), but not to any external servers, so this again rules out any environmental issues.

This is a fault in the router, or in the way the router connects wifi traffic to the outside world.

People have commented that buying another router works, but as I'm paying for the service, I'd rather not go and pay out £70 to £100 for something I shouldn't need.

You wouldn't let Ford tell you to go and buy a new Motor, if your new car kept breaking down.

Solution please.

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Newbie
Posts: 1
Registered: ‎30-04-2020

Re: Multiple devices loosing wifi connection or unable to connect

We have the exactly same problems and have done for months, but the problem is becoming worse and is extremely frustrating. It is completely random. For example, my phone will stay connected all day, or drop out x5 times in the space of an hour due to an 'authentication problem'. 

It affects all devices including google cams, several brands of mobile phone, Amazon Alexa, laptops and power plugs. There is no discernible pattern.  

 

 

 

 

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Hooked
Posts: 6
Thanks: 1
Registered: ‎28-04-2020

Re: Multiple devices loosing wifi connection or unable to connect

This sounds like the issue I experience with the 5GHz band on my Hub One. I've turned off the 5GHz band and have 2.4GHz band on only and this has solved the problem for all my wireless devices (e.g. iPhones, Apple Watch, laptops, Smart TVs, Amazon Echos) for now.

See how to turn off the 5GHz here: https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/td-p/1696363

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Newbie
Posts: 2
Registered: ‎27-04-2020

Re: Multiple devices loosing wifi connection or unable to connect

Although its a frustrating problem, its good to know its not just us .. .!  Seems different solutions work for some, and for others nothing works.

My son and I spent a couple of hours messing about with the router on tuesday night and split the 2.4 and 5 bands out. Eventually, for the first time in months we ended up with every device in the house connected and they have remained so ever since. I don't want to jinx it and say its sorted, but fingers crossed its looking good at the moment.