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Router dropping internet access via wireless only

mgh65
Newbie
Posts: 9
Registered: a week ago

Router dropping internet access via wireless only

My Plusnet Hub one Router loses wireless internet access seemly approx every 10 minutes and may return sometime within the next hour.

 

I see this post reported a similar problem but with 494 replies I am not sure what the solution ( if any ) was.

Hub One losing internet connection on 5Ghz WiFi on... - Page 2 - Plusnet Community

 

Broadband stays connected, its fine on LAN

The wireless connection reports no internet access at the same time on a desktop PC, 2 laptops and my phone.

I've done all the restarts and un-plugs but no difference. We do have a wireless extender but i have turned that off to simplify the problem.

 

There is no distance/signal strength problem ( same room for all devices ) . We've tried the device one at a time and its the same for all of them ,and no one device is causing the issue because we turned them off while testing the other devices

 

I dont know when this started, we only use wireless occasionally up to now but a new laptop has revealed the issue. I suspect its been around a while but getting worse ( my phone kept dropping onto 4G but as I dont use it i thought nothing of if )

 

 

13 REPLIES 13
jab1
Seasoned Hero
Posts: 7,616
Thanks: 2,586
Fixes: 79
Registered: ‎24-02-2012

Re: Router dropping internet access via wireless only

Welcome to the forums, @mgh65 One question - what version of firmware is it running?

John
mgh65
Newbie
Posts: 9
Registered: a week ago

Re: Router dropping internet access via wireless only

Hi John,

 

It is 4.7.5.1.83.8.263

 

I tried turning off 5Ghz as per this post, but that has no change

Hub One - 5GHz WiFi issue - Plusnet Community

jab1
Seasoned Hero
Posts: 7,616
Thanks: 2,586
Fixes: 79
Registered: ‎24-02-2012

Re: Router dropping internet access via wireless only

In that case, although it is being rolled out to all users currently, you could ask for an out-of-sequence upgrade to the latest FW which should resolve it. Post a request in here:https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1818625#M27223

John
dvorak
Moderator
Moderator
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Registered: ‎11-01-2008

Re: Router dropping internet access via wireless only


Moderators Note


This topic has been moved from ADSL Broadband to My Router 

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
mgh65
Newbie
Posts: 9
Registered: a week ago

Re: Router dropping internet access via wireless only

Thanks, I've done that.

 

I see every post related to this issue seems to have thousands of replies so clearly its something plusnet have not managed well

jab1
Seasoned Hero
Posts: 7,616
Thanks: 2,586
Fixes: 79
Registered: ‎24-02-2012

Re: Router dropping internet access via wireless only

@mgh65 I'm no longer a  PN customer, so not a 'fan-boy', but that is a slightly unfair comment - they have been working on it for some time, but the resolution has proved elusive until recently.

John
mgh65
Newbie
Posts: 9
Registered: a week ago

Re: Router dropping internet access via wireless only

fair enough, its the comms that upsets, not the technical solution

 

my comment comes on the back on nonsense from cust support about restart this, unplug that, unplug everything!, whats your PC o/s, we'll call you back, we'll check your BB ( ITS WORKS FINE ON LAN but you still want to check it...."yes" ) ....when really, they have a known problem.

 

Had they just said "Oh yeah, we know we have a problem with that, register your interest in a solution on post xyz and we'll inform you when its ready"

 

But they didnt, i had days of call centre denial.

 

Thank you for your help John, it was so quick to point me somewhere useful, whereas plusnet were not capable of doing that

jab1
Seasoned Hero
Posts: 7,616
Thanks: 2,586
Fixes: 79
Registered: ‎24-02-2012

Re: Router dropping internet access via wireless only

Understand your point, but unfortunately front-line call handlers are not technically trained - they follow standard procedures which many companies are slow to update/modify

John
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,500
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Registered: ‎26-03-2018

Re: Router dropping internet access via wireless only

Hi @mgh65,

I'm sorry to hear about your experience and I apologise for the delayed to this thread. I hope that the advice given in this thread helps, however if there are any further issues, please don't hesitate to get back in touch and we'll be happy to assist wherever we can.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
mgh65
Newbie
Posts: 9
Registered: a week ago

Re: Router dropping internet access via wireless only

Hi

 

i dont really understand this statement, do you think the issue is resolved ?

 

"please don't hesitate to get back in touch and we'll be happy to assist wherever we can."

 

Pleas consider this me not hesitating to get back in touch as I'd like plusnet to assist wherever they can....to resolve the issue please.

 

jab1
Seasoned Hero
Posts: 7,616
Thanks: 2,586
Fixes: 79
Registered: ‎24-02-2012

Re: Router dropping internet access via wireless only

@mgh65 Now you have asked for the updated firmware in the other thread, it will be actioned as soon as the Product Specialist picks the request up, but he is not always available. Rest assured you will get a reply from him on that thread when the update has been pushed through.

John
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Router dropping internet access via wireless only

Hi @mgh65,

Apologies for the misunderstanding. I'd posted the above as I can see you've posted in the thread suggested by @jab1 yesterday. I'm afraid that I have no influence over the requests logged in that thread, though please rest assured that the request will be picked up sooner or later, as have all the other requests in the thread before it. Once the request has been actioned I sincerely hope that the problems you've reported are resolved, however if they are not please let us know and we'll be happy to investigate the matter further from there.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
mgh65
Newbie
Posts: 9
Registered: a week ago

Re: Router dropping internet access via wireless only

Arh, thank you, sorry for being such a grumpy man, taking out things that are external to this on plusnet is unfair of me