Wifi drops out, Unable to connect message on laptop

[#1]

I have had exactly the same problem since last week.  Initially I thought it was just an Apple problem as it seemed to affect just my Ipad and Iphone, but since then, Samsung phone and laptop will not connect.  The wifi is working though as Alexa and Now TV are both fine.  I'm not technical at all, and don't know what to do.  

Please help!!

[#2]

Moderators Note

This topic has been split from another topic to help staff and for better visibility

[#3]

welcome to the forum @Peckhamgirl 

As per the other thread, you could try splitting the 2.4 and 5GHz wifi bands, it helps with Apple products.

Navigate in a web browser to 192.168.1.254.

Click Advanced Settings

Enter your Hub admin password when prompted (unless you've changed it, you'll find the default password on the settings card)
Continue to Advanced Settings.
Click on Wireless.
Click 5GHz tab.
Change 'Sync with 2.4Ghz' to No.
Change the name of the 'Wireless SSID' - I added a '_5' on the end.
Save the changes.

You can then select which one you want per device.

[#4]

I will try this later and let you know if it helps.  Would it have anything to do with how old my router is?

[#5]

Ah, I thought you had a Hub One.
Do you know which router you have?

[#6]

No it is a Hub one.  Two years old. 

[#7]

The Hub One is still the router provided by PN so shouldn't be an issue - unless of course it's failing.
Try the change as noted above and see if it helps.

[#8]

It appears to have partially worked, but I've had to put everything on the 2.4 band as nothing will connect to the 5GHz.  Does this mean we will get an even slower service now?  Like I said, I'm no tech expert, but 2.4 is less than 5, so in my mind 5 is better. 

Why has this happened only last week?  Did Plusnet do something behind the scenes caused this,  as we've never had this issue before - although it appears lots of other Plusnet customers have had ongoing problems. 

[#9]

It appears to have partially worked, but I've had to put everything on the 2.4 band as nothing will connect to the 5GHz.  Does this mean we will get an even slower service now?  Like I said, I'm no tech expert, but 2.4 is less than 5, so in my mind 5 is better. 

Why has this happened only last week?  Did Plusnet do something behind the scenes caused this,  as we've never had this issue before - although it appears lots of other Plusnet customers have had ongoing problems.

[#10]

maybe @bobpullen can check the firmware version and see if an update is available?