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Router Firmware update problem

SQUIRREL1
Newbie
Posts: 1
Registered: ‎24-08-2018

Router Firmware update problem

Hi

I recently switched to plusnet and went for the Hub One. I’ve noticed by firmware is a 2016 version, and my last update date is ‘unknown’

From my router page:

Plusnet Hub One | Software version 4.7.5.1.83.8.237.2.2 | Last updated Unknown

How do I update my firmware to the latest version?

14 REPLIES 14
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 1,375
Thanks: 246
Fixes: 59
Registered: ‎07-12-2017

Re: Router Firmware update problem

Hi @SQUIRREL1I've sent a request to our products team to update the firmware in your router to the latest version, assuming that you're not already on the latest version.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
boodysaspie
Dabbler
Posts: 12
Fixes: 1
Registered: ‎29-08-2018

Re: Router Firmware update problem

Hi Lauren,

My fibre plus download speed is either ~67Mbps or ~0.5Mbps.

Upload is always around 18Mbps. The downstream connection speed in Advanced Settings is always 76.x Mbps.

I have a Gbit wired connection - no wifi or homeplug.

I have tried two different ethernet cables with the same results - fibre ~76, upload ~18, download either ~67 or ~0.5.

I have tried LAN1 and LAN3 router sockets - same results.

I have just tried a wifi speedtest from my smartphone - same results.

Please find attached a PDF of my results from speedtest.net, and a rather dramatic screenshot ...

A question for you - is it normal for my WAN IP to change so often?

I think it's a problem with the router. While researching I noticed the above post, and my firmware is even older Sad Can you please arrange for an upgrade.

If you have any other tests please let me know.

Thanks, Alan

 

Plusnet Hub One | Software version 4.7.5.1.83.8.226 | Last updated Unknown
deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Router Firmware update problem

Hi @boodysaspie

 

I have ran some checks on your line, and everything is looking fine at the moment from our side. With regards to your WAN IP, this usually changes when you restart the router, or the connection drops out and reconnects.

 

I have also popped your name onto the list to push the latest firmware through for you. Is there any way you can try an alternate router for us at all, just to see if it is the router at fault or if there is an underlying issue on the line.


 Dean R
 Plusnet Staff
boodysaspie
Dabbler
Posts: 12
Fixes: 1
Registered: ‎29-08-2018

Re: Router Firmware update problem

Hi @deank,

Re. your suggestion of trying a different router, I have a Technicolor TG589vac. Is this compatible with my service?

Cheers, Alan

deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Router Firmware update problem

If it's the VDSL version then it should work with our connection, provided that it isn't locked to a previous provider. If you purchased it yourself then it should work fine.


 Dean R
 Plusnet Staff
boodysaspie
Dabbler
Posts: 12
Fixes: 1
Registered: ‎29-08-2018

Re: Router Firmware update problem

Hi @deank

I put the TG589vac in place of the Hub One but I can't log in to authenticate the PPP connection. I've reset the b#'&*£!y thing for seven seconds or more three times, but it won't accept the admin password printed underneath the unit so I'm back on the Hub One which is currently behaving itself.

I'm almost certain that the TG589vac was supplied by you as part of an earlier contract. Are there any "backdoors" I can try to allow me to log in?

Thanks, Alan

deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Router Firmware update problem

Unfortunately there aren't any backdoors around this. While I don't think we have supplied this router in the past, if it's anything like the Technicolor router that we did supply. the admin password could be the serial number. Apart from that, I'm not sure how else you could possibly get in to it.


 Dean R
 Plusnet Staff
boodysaspie
Dabbler
Posts: 12
Fixes: 1
Registered: ‎29-08-2018

Re: Router Firmware update problem

I've tried the serial number (and what looks like a part number) but none of them allow me to authenticate, so I don't actually have an alternative router.

The Hub One is now back in place, so if you can let me know when the firmware is updated I'll run it for a few more days to see if that has any effect.

Thanks, Alan

MasterOfReality
Plusnet Help Team
Plusnet Help Team
Posts: 1,639
Thanks: 275
Fixes: 57
Registered: ‎26-03-2018

Re: Router Firmware update problem

Hi @boodysaspie 

 

I've pushed a request to get this chased up. 

 

We will update this thread once we have a reply. 

 

Thanks

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
boodysaspie
Dabbler
Posts: 12
Fixes: 1
Registered: ‎29-08-2018

Re: Router Firmware update problem

Hi MoR,

 

I'm still getting, at times, unacceptable download speeds.

My YouView box (wired) is complaining that it cannot connect to the internet.

I haven't had an update on the firmware for my Hub One.

Please send a replacement router.

Thanks, Alan

bobpullen
Community Gaffer
Community Gaffer
Posts: 14,832
Thanks: 2,423
Fixes: 163
Registered: ‎04-04-2007

Re: Router Firmware update problem

@boodysaspie, there's a problem communicating with your device so we're unable to push any updates. If you factory reset it using the pinhole at the back (depress it until the status light goes green) and let me know once this has been done, then I'll try again.

That said, there are no recognised problems I'm aware of that would cause poor wired speeds Huh

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

boodysaspie
Dabbler
Posts: 12
Fixes: 1
Registered: ‎29-08-2018

Re: Router Firmware update problem

Hi Bob,

I have just reset my router. If I still have problems, will you provide a replacement router?

Cheers, Alan

bobpullen
Community Gaffer
Community Gaffer
Posts: 14,832
Thanks: 2,423
Fixes: 163
Registered: ‎04-04-2007

Re: Router Firmware update problem

Still struggling so I've arranged a replacement. I expect it will arrive with Royal Mail on Saturday.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

boodysaspie
Dabbler
Posts: 12
Fixes: 1
Registered: ‎29-08-2018

Re: Router Firmware update problem

Thanks, Bob.