New customer - Awful signal
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New customer - Awful signal
on 16-07-2017 12:41 PM - last edited on 16-07-2017 12:49 PM by Mav
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Hello. I recently switched to plusnet from talktalk via a comparison site as it was £10 a month cheaper than what I was paying. My changeover went live this weekend and I have to say so far the router signal quality is appalling. When stood next to the router we are only getting two out of three bars (on iPhones and iPad) and all signal is lost completely in the bathroom and back bedroom so my son cannot use his iPad in his room. Even in my bedroom directly above where the router is situated I am flickering between 1/3 bars and 4G which is terribly annoying. I only have a small two bed council house so it is definitely not an issue with it having too far to reach. There is minimal interference around the router. I have been at this property for six years and have had different providers in that time but this is by far the worst signal I have ever had. My previous router reached the bathroom and back bedroom with 2/3 sometimes 3/3 bars of signal and never dropped out. I could be at the bottom of my garden and still pick up the signal perfectly but now it won't even reach my back porch let alone another 6 metres down the garden. I am utterly disappointed and had I known the quality of your router would be this poor I would never have switched. What is the point of paying for broadband if it barely manages to reach even half the house? The router is in exactly the same spot as the previous ones have been, so it's location is not the issue. I truly am thouroughly shocked at the awful signal strength, I thought if anything things like this were supposed to get better with technological advances not worse! I have asked this in chat, submitted this as a message via the website, and still no response. Please contact me with a solution asap otherwise I will have no choice but to contact ofcom as I beleive I have been sold a service which is not as promised. Thanks. Harriet Martin.
Moderator's note by Mike (Mav): All caps title edited as per Forum rules.
Re: New customer - Awful signal
16-07-2017 5:24 PM
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Have you tried putting your router on a different channel? Are you using 5Ghz or 2.4GHz ? 5Ghz doesn't travel as far as 2.4Ghz. Your old & new router will most probably be different beasts.
Re: New customer - Awful signal
16-07-2017 7:23 PM
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So I would try this option first.
Re: New customer - Awful signal
16-07-2017 8:21 PM
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If it's suitable have you considered using your previous router?
PlusNet are happy for customers to use their own equipment and provide the settings required on their website.
Brian
Re: New customer - Awful signal
16-07-2017 9:35 PM
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Re: New customer - Awful signal
16-07-2017 9:36 PM
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Re: New customer - Awful signal
16-07-2017 10:50 PM - edited 16-07-2017 10:52 PM
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Re: New customer - Awful signal
17-07-2017 12:26 PM
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Re: New customer - Awful signal
17-07-2017 12:50 PM
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Re: New customer - Awful signal
17-07-2017 2:00 PM
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Re: New customer - Awful signal
17-07-2017 2:33 PM
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Harriet
WiFi reception can be notoriously difficult to diagnose and fix. The web is awash with articles on the subject. The following link is one article on the subject.
The first thing to check is the connection speed to your router - if that's wrong then your WiFi is also in trouble. Normally speed tests are done via a wired connection (to eliminate WiFi issues) but as that's not possible you'll need to use one of your devices. I can't recommend any as I don't use them but hopefully someone will. Perhaps a PlusNet staff member can also check your stats from their end to see if the line looks OK.
I'm assuming you're on the same type of package as previously ie ADSL or FTTC. If so then your previous router may be the solution to your problems - as you know if works with your equipment in your house.
The following as a link to a PlusNet support page on setting up their routers. https://www.plus.net/help/broadband/router-setup-guides/
You'll be able to see which one you have and read up accordingly. Note : to access you PlusNet router settings you type 192.168.1.254 in a web browser. Not recommended to do so via WiFi (for security) but you have no choice. The user id and password are different to that which you use to login to your PlusNet Members page.
To change to your previous router may be straightforward or require a few steps along the way. Assuming the latter I think (though I'm not an expert) you'll need to do a factory reset of the router. Then replace your current router with the old one. If it doesn't connect automatically you'll need to access the settings page and enter your PlusNet user settings - see https://www.plus.net/help/broadband/broadband-connection-settings/
Brian
Re: New customer - Awful signal
17-07-2017 3:30 PM
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Sorry, wasn't thinking straight on my last post. You can run speed checks via the web - this is the one I use.
I would run it on all your devices one after another with them being as close to the router as possible.
Brian
Re: New customer - Awful signal
19-07-2017 12:07 AM
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It's absolutely useless, every time I try to watch something on catch-up TV it throws me off repeatedly. My son can't play xbox live. I have complained and all they can suggest is to change the broadband channel, well I've tried them all and not one of them works properly. Totally useless and not fit for purpose.
Re: New customer - Awful signal
19-07-2017 4:57 PM
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@Angela2 I can see you have a complaint open with a member of our complaints team.
They'll be in touch as soon as possible.
Re: New customer - Awful signal
22-07-2017 4:46 PM
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Still not fit for purpose.
Going to contact money supermarket to help warn potential new customers to give plusnet a wide berth!!!
I seem to be lumbered with an 18 month contract and will have to go and purchase my Internet elsewhere.
Very disappointed.
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