Router, line, cabinet?

[#1]

I am losing patience with Plusnet. Left my old address in the middle of total service loss and got a compensation payment. Arrived at new address and mostly fine until service dropping throughout the day. Called Plusnet and they raised a ticket for Openreach to check line, was told a new router was also on its way. Openreach guy arrives and said line is fine, could be the router or a broadband issue but the ticket was to check the line. Router didn't arrive.

My ticket was updated post engineers visit and I said don't forget the router. Oh yes, we will send one now.

Router Hub One arrives, luckily the guy setting up TV and stuff was here, but router will not connect to internet on TV. Old router plugged back in.

Service continues to drop. TV guy reckons I should just ditch Plusnet hardware and go buy my own router. Why on earth would I do that? 

It's exhausting. Should it be this complicated to get a decent broadband service to my house?

[#2]

@bored_mum  Welcome to the Community forum.

When you say that the new hub won’t connect to the Internet, what lights are showing? If you just get a blue bar does a computer connected to the hub via an Ethernet cable work? If you are just using wireless have you updated the connected devices to the new wireless SSID and password as per the label on the back of the Hub?

[#3]

Hi, all lights were fine, and my phone connected to both router and internet, but my tv would only connect to router. The TV guy who was here tried to switch the 2.4 for 5 between devices. He also checked to use a different channel in case of interference from next door, but to no avail. Don't have an ethernet long enough to reach TV.

So had to switch back onto old router.

[#4]

@bored_mum 

Is the TV several years old? There are reports of some older devices not connecting to the newer wireless standards. To get around this you need to log in to the Hub. I haven’t got a Hub One but I think that In the wireless settings you should find a tab labelled wireless mode. This is normally set to Mode 1. Try mode 2 or mode 3.

[#5]

TV is 2020 Samsung, the TV guy did change some of the router settings, but pretty much said they are old tech and wondered why I wasn't sent the new hub two, which is a bit more current.

To be honest, it's not really up to the consumer to fiddle with the settings to get decent service, if this was my dad for example, he'd expect plug and play. 

[#6]

Hi there bored_mum, I'm really sorry things haven't been as straight forward as they should have been.

Due to the way wireless technology works it does sometimes need for changes to settings to be made for that to work at its best. If you like I can log into your router from here and change a few settings for you, I just needed to ask your permission first as it will cause the wireless signal to drop out temporarily for about 2 minutes.