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SSID keeps dropping

FIXED
scwass
Hooked
Posts: 5
Fixes: 1
Registered: ‎12-12-2018

SSID keeps dropping

For some reason, my SSID just disappears and I lose all connections, the only way to recover is to reboot the router, this is happening on an irregular basis so I can't pin it down to any particular situation or activity, any ideas?

9 REPLIES 9
OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: SSID keeps dropping

Hi @scwass, thanks for your post.

 

We're sincerely sorry to hear of the issues affecting your router.

 

Are you currently using any Amazon Fire devices, at all?

scwass
Hooked
Posts: 5
Fixes: 1
Registered: ‎12-12-2018

Re: SSID keeps dropping

no, I have an amazon echo, but every time the SSID disappears. I see  https://dbtpnhdm.bt.mo appears in the event log, it almost seems a request goes out and that seems to start the issue off

Strat
Moderator
Moderator
Posts: 30,219
Thanks: 3,230
Fixes: 495
Registered: ‎14-04-2007

Re: SSID keeps dropping

Moderator's note:

Topic moved from Broadband to My Router.

Customer and Forum Moderator. Windows 10 Firefox 86.0 (64-bit)

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 1,959
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: SSID keeps dropping

Hi @scwass,

 

Thank you for confirming that. This issue could potentially be due to your router's firmware. Please can you confirm which version of firmware your router is on at the moment? You can find this by going to http://192.168.1.254 to bring up the router interface. The firmware version is at the bottom of the page.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
scwass
Hooked
Posts: 5
Fixes: 1
Registered: ‎12-12-2018

Re: SSID keeps dropping

Hi it’s Software version 4.7.5.1.83.8.259
OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: SSID keeps dropping

Hi @scwass, thanks for your post.

 

I've just updated our back end system which should resolve the firmware issue for you, by pushing it back to the shipped firmware version.

 

I've also requested that a fixed version of the newer firmware be pushed to the router ASAP. Our products team will email me when they've pushed it through, at which point I'll update you directly.

 

In the meantime, please don't hesitate to get back in touch if you need help with anything else at all.

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

Re: SSID keeps dropping

@scwass, I've just pushed a software update to your device that should fix this?

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

scwass
Hooked
Posts: 5
Fixes: 1
Registered: ‎12-12-2018

Re: SSID keeps dropping

Fix

Hi,

 

this seems to have fixed the problem, do you want me to return the replacement router that was sent out?

 

Shaun

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

Re: SSID keeps dropping

Please. Do you have a returns bag, or would you like me to send one?

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