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No WiFi or Ethernet Connection Using 2.4GHz band

duncanpn
Newbie
Posts: 4
Registered: ‎30-07-2021

No WiFi or Ethernet Connection Using 2.4GHz band

Suddently stopped working over the last couple of days.

My smart hub settings config uses split bands. 5GHz is okay.

If I try to connect to 2.4GHz it says "No Internet Access".

I've tried:

Different channels

Turning 5GHz band off

Turning split channels off

Restarting Hub

Factory reset of hub.

 

Any suggestions appreciated.

10 REPLIES 10
Baldrick1
Seasoned Hero
Posts: 6,978
Thanks: 3,108
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Registered: ‎30-06-2016

Re: No WiFi or Ethernet Connection Using 2.4GHz band

@duncanpn  Welcome to the forum.

Is the title correct or just confusing? Are you saying that you can connect to the Internet using the 5GHz band but you can't connect using either Ethernet or the 2.4 GHz band?

What are the hub lights doing?

 

 

dvorak
Moderator
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Re: No WiFi or Ethernet Connection Using 2.4GHz band


Moderators Note


This topic has been moved from Fibre to My Router

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duncanpn
Newbie
Posts: 4
Registered: ‎30-07-2021

Re: No WiFi or Ethernet Connection Using 2.4GHz band

That's pretty close.
I can connect to the Internet using the 5GHz band but I can't connect using either Ethernet or Wifi on the 2.4 GHz band.

I've now also tried reverting to my previous hub.
The good news is I can now connect using 2.4GHz. The not so good news is I now can't connect using 5GHz. Immediately I select that network a momentary attempt is made to connect (I'm close to the hub) and then the WiFi selector moves on to the 2.4Ghz and only connects to that.
Very strange !
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,628
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Registered: ‎26-03-2018

Re: No WiFi or Ethernet Connection Using 2.4GHz band

Hi @duncanpn,

I'm sorry to hear you're experiencing these issues. As you've said this does seem quite strange. The two routers you've used - are they both Plusnet Hub One's or is one of them a 3rd party router? Just to clarify as well, have you been able to try using an alternate Ethernet cable, or plugging it into a different Ethernet port on the router to see if this gets around the connection issues?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
duncanpn
Newbie
Posts: 4
Registered: ‎30-07-2021

Re: No WiFi or Ethernet Connection Using 2.4GHz band

Thanks Alex.
I've used two different BT hubs and Plusnet have confirmed the BT hubs are compatible.
I switched to a BT hub as the Plusnet Hub didn't have the range required to deliver a good signal strength downstairs.
I don't think the make of hub is the issue as each hub used to support both channels separately.

Would you also clarify how changing the Ethernet cable will help when the problem is also apparent with WiFi.
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: No WiFi or Ethernet Connection Using 2.4GHz band

The ethernet suggestion is more-so in the interest of troubleshooting the problem, as it's possible there are a couple of different things coming into play here. Though they are BT routers, our support for 3rd party equipment can be quite limited, especially in cases where the Wi-Fi seems to be at fault. Please could you confirm which models you're using so that we can make further suggestions as to what the issue may be?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Baldrick1
Seasoned Hero
Posts: 6,978
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Registered: ‎30-06-2016

Re: No WiFi or Ethernet Connection Using 2.4GHz band

@duncanpn 

It's just that you being able to connect over 5GHz but nor Ethernet makes no sense unless you have a hub problem. That also makes no sense if it's the same with other hubs.

duncanpn
Newbie
Posts: 4
Registered: ‎30-07-2021

Re: No WiFi or Ethernet Connection Using 2.4GHz band

Hi TheMightyAJ.

They are both described as "BT SmartHub - Type A".

 

Thank you.

dvorak
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Re: No WiFi or Ethernet Connection Using 2.4GHz band

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,628
Thanks: 198
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Registered: ‎26-03-2018

Re: No WiFi or Ethernet Connection Using 2.4GHz band

Thanks for confirming this @duncanpn. Do you happen to have access to the router we sent you to see if this experiences any similar issues?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team