cancel
Showing results for 
Search instead for 
Did you mean: 

Plusnet Hub One Router crashes/hangs

Highlighted
Dabbler
Posts: 17
Thanks: 6
Registered: ‎26-11-2019

Plusnet Hub One Router crashes/hangs

Hi

I have an intermittent issue with my Hub One router. A few times a week it will just hang. I originally thought it was a connectivity issue between the router and the line as my connected devices could still get a wifi connection but they would just hang when doing DNS lookups on pages.

However, last night it hung while I was watching a video over a local network connection so this appears to be a problem with the router in general. The only way to resolve that I have found is a restart of the router.

Has anyone else seen this/got a fix or is it a case of getting a new router from Plusnet? 

 

Thanks

 

Mark

17 REPLIES 17
Highlighted
Moderator
Moderator
Posts: 24,211
Thanks: 4,276
Fixes: 1,098
Registered: ‎11-01-2008

Re: Plusnet Hub One Router crashes/hangs


Moderators Note


This topic has been moved from Fibre to My Router

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Highlighted
All Star
Posts: 1,982
Thanks: 224
Fixes: 23
Registered: ‎02-08-2007

Re: Plusnet Hub One Router crashes/hangs

If you have your old router, try configuring that to PN settings. PN's Hub One not best router by any stretch of imagination!
With a non PN Router you can try alternate DNS Servers, such as Google's ie.,
8.8.8.8
8.8.4.4
Highlighted
Aspiring Pro
Posts: 165
Thanks: 37
Fixes: 2
Registered: ‎07-10-2016

Re: Plusnet Hub One Router crashes/hangs

@markangeltruema 

I think it is quite likely you have the same issue as many of us here have.

Are all the devices you are having problems with using 5 Ghz WiFi?

If it is the same issue the main thread is here :-

https://community.plus.net/t5/My-Router/Hub-One-losing-internet-connection-on-5Ghz-WiFi-only/td-p/16...

Plusnet have made no progress on this since April this year.

Highlighted
Dabbler
Posts: 17
Thanks: 6
Registered: ‎26-11-2019

Re: Plusnet Hub One Router crashes/hangs

Hmm, have skim read that and it certainly seems a possibility. Will check in more detail which devices arent on 2.5 and see if they still work when the issue next arises.

 

Thanks

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 17,714
Thanks: 5,567
Fixes: 943
Registered: ‎21-04-2017

Re: Plusnet Hub One Router crashes/hangs

Thanks for getting in touch @markangeltruema I'm sorry to see you're experiencing connection problems. I've tested your line today and the tests aren't showing any issues with the broadband signal going into your router, and if you're having issues on a direct ethernet connection as well as over WiFi, this may point to a fault with the router itself.

Could you first carry out a factory reset by pushing a paperclip into the reset pin hole at the back for 20 seconds? Could you also provide more detail about what's happening for example is this apparent on certain websites or streaming services?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Highlighted
Dabbler
Posts: 17
Thanks: 6
Registered: ‎26-11-2019

Re: Plusnet Hub One Router crashes/hangs

Ive done factory resets in the past and this did nothing

Its the same issue as mentioned earlier in this thread.

 

https://community.plus.net/t5/My-Router/Hub-One-losing-internet-connection-on-5Ghz-WiFi-only/td-p/16...

 

The 5GHZ wifi is flaky as anything and just stops working on all devices connected to 5GHZ intermittently, requiring a restart of the router to fix the problem. My tv, which is an LG, always connects to the 2.4GHZ channels and that never has any issues.

As suggested in the linked thread, i've tried using fixed channels for the wifi and setting lease time to 21 days to see if this helps. Not sure it will based on other feedback in that post.

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 17,714
Thanks: 5,567
Fixes: 943
Registered: ‎21-04-2017

Re: Plusnet Hub One Router crashes/hangs

Thanks for getting back to us @markangeltruema 

Just to confirm are the issues you're having solely WiFi related?

Your original post suggests otherwise, that you're having issues on a wired connection. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Highlighted
Dabbler
Posts: 17
Thanks: 6
Registered: ‎26-11-2019

Re: Plusnet Hub One Router crashes/hangs

I didn't mention wired, i guess you interpreted " local network connection" as wired maybe, but that is indeed a wifi connection but only over the local network as opposed to going out over the phone line to the internet. My initial hunch was a line/internet issue until my tv couldn't connect to my DNLA server over wifi.

So yes, this does appear to be solely wifi related and specifically 5ghz (as my tv, which is 2.4ghz connected, can continue to watch netflix during these issues, whereas every other device fails)

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 17,714
Thanks: 5,567
Fixes: 943
Registered: ‎21-04-2017

Re: Plusnet Hub One Router crashes/hangs

Sorry I read that as 'local area connection' Embarrassed

Let us know how it goes following the WiFi changes you've made.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Highlighted
Dabbler
Posts: 17
Thanks: 6
Registered: ‎26-11-2019

Re: Plusnet Hub One Router crashes/hangs

Not good, 5gHz wifi just died again and had to reboot the router. Obviously something wrong here. After the recent troubles that i had with you downgrading me to ADSL for no reason and taking months to sort that out, i'm pretty much at my wits end with this service. When it works it's great but im fed up of having to restart the router on an almost daily basis.

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,776
Thanks: 180
Fixes: 77
Registered: ‎06-08-2018

Re: Plusnet Hub One Router crashes/hangs

Hello @markangeltruema,

Thanks for getting back to us with that information.

I've processed a new router (free of charge, no p&p) out to your address, please let us know how you get on with this and if it makes any difference.

 

Thanks.

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


Highlighted
Dabbler
Posts: 17
Thanks: 6
Registered: ‎26-11-2019

Re: Plusnet Hub One Router crashes/hangs

Thanks, i'll give it a go and get back to you, much appreciated.

Highlighted
Dabbler
Posts: 17
Thanks: 6
Registered: ‎26-11-2019

Re: Plusnet Hub One Router crashes/hangs

With the new router i haven't had an issue for 2 weeks or more. Looks like it's fixed the problem

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 15,142
Thanks: 442
Fixes: 124
Registered: ‎27-04-2007

Re: Plusnet Hub One Router crashes/hangs

That's really good to see, thanks a lot for letting us know. 

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