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Some devices have internet, some not

RyeMuseum
Newbie
Posts: 3
Registered: ‎23-11-2021

Some devices have internet, some not

This is an issue that we've had for some time, but I'm being pressed to fix it! 

We're in a small office. My desktop computer is always connected, seldom any problems.

Two laptop computers, one is usually connected with no problems, the other is often "connected no internet." I can sometimes get it working by turning wifi off and back on again, and sometimes with DHCP release and renew. Sometimes I can't get it going at all.

Two phones (one Apple one Android), sometimes connect no problem, sometimes "connected no internet." Sometimes they work if I "jiggle it" (turn wifi off and back on again).

I did do a search for similar threads in the past, but most people with this issue seemed to be new customers.

Inconsistent problems make me crazy, because I can't imagine what could cause them. I'm not awfully technical, but I can follow instructions. Any help is appreciated! 

7 REPLIES 7
jab1
Seasoned Hero
Posts: 9,343
Thanks: 3,076
Fixes: 105
Registered: ‎24-02-2012

Re: Some devices have internet, some not

I can't answer that conclusively, but a couple of questions to give me (and others) a chance. Which Hub are you using (if it is indeed a PN supplied device), and how old/up-to-date are the troublesome devices?

John
RyeMuseum
Newbie
Posts: 3
Registered: ‎23-11-2021

Re: Some devices have internet, some not

Thanks for the reply. Let's see...it says on the bottom Plusnet Hub One. Is that enough info? 

Of the devices that are having problems: the Android phone is about 3, I'm not sure of the iPhone. The iPad is about a year old (she didn't have this problem with the old one).

jab1
Seasoned Hero
Posts: 9,343
Thanks: 3,076
Fixes: 105
Registered: ‎24-02-2012

Re: Some devices have internet, some not

Right, so it is a Plusnet Hub - do you know which firmware release it is running?

I suspect - but can't prove conclusively - that these devices are 5Ghz capable, and they get confused about which frequency to use, an unfortunate consequence of the Hubs configuration.

Will wait for your reply before saying more - but how technical are you?

John
Mav
Moderator
Moderator
Posts: 21,082
Thanks: 4,162
Fixes: 468
Registered: ‎06-04-2007

Re: Some devices have internet, some not

Moderator's note(s):

Thread moved from ADSL Broadband to My Router.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

RyeMuseum
Newbie
Posts: 3
Registered: ‎23-11-2021

Re: Some devices have internet, some not

I assume I have to log in to the hub to see the firmware version. What's the IP, please? I'll look in the morning when I'm back in the office.

I used to consider myself technical, back in the days when I got my news from USENET. I'm usually lost lately.

jab1
Seasoned Hero
Posts: 9,343
Thanks: 3,076
Fixes: 105
Registered: ‎24-02-2012

Re: Some devices have internet, some not

Ah - an old-timer 😉

IP is 192.168.1.254

John
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,037
Thanks: 399
Fixes: 90
Registered: ‎07-12-2017

Re: Some devices have internet, some not

Good Evening @RyeMuseum, I am sorry for the issues that you are having.

 

So I can take a further look into this for you could you please send me over a PM with the username of the account this relates to? To send a PM, click on my name and then to the right, there will be a grey button to 'send private message'.

When private messaging, please also include a link to this thread just in case a colleague picks this up Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team