WiFi Authentication Error
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- Re: WiFi Authentication Error
Re: WiFi Authentication Error
16-06-2019 8:32 PM
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@Phalanx as far as I'm aware we've no update on this yet I'm afraid. While we're working on the issue, it's probably worth noting that WiFi isn't a chargeable service, it's a feature of a free router we'd provide.
Apologies for the inconvenience caused that you can't use the 5GHz at the moment though.
Re: WiFi Authentication Error
16-06-2019 8:54 PM
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I had the same issue with the phone dropping its connection, but we also noted a drop in external line speed, being in a village we do not always get the blistering speeds of some bigger towns, but previously BT gave us a stable 35 to 36 mb/s, I noticed that we were only getting 27 to 28 with plusnet, where they hd promise a min speed of 30.
To cut a long story short, it appears that the plusnet router is a clone of the old BT hub 5, and gives issues with the Huawei street router/furniture cabinets. so plusnet advised me to go for a BT home hub 6 router.
Upshot is external speed back to 34 - 35 and importantly the side effect was 2.4 and 5 gig wireless all fixed.
All for £15 which was refunded by plusnet in the form of a discount on my next bill.
note this may only apply if you have the Huawei street router, other wise I expect plusnet will not refund the cost of the BT
hub, shows this is a plusnet router issue, tech help says plusnet will be supplying their on version of the BT hub 6 soon.(months rather than weeks)
Re: WiFi Authentication Error
16-06-2019 9:27 PM
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On your website you promote the Hub with the service as:
Plusnet Hub One
Our fastest ever router - with dual band Wi-Fi for high speed connection router
So, your customers expect to be able to use dual-band
Re: WiFi Authentication Error
16-06-2019 9:49 PM
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Re: WiFi Authentication Error
16-08-2019 3:43 PM
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Is there any update on this?
The problem is getting worse and means I'm using tons of mobile data.
The problem shows as an authentication error on Samsung and HP laptop and incorrect password on the iPad.
Whether WiFi is a free feature or not the problem will definitely cost plusnet this customers and I would never recommend them.
Re: WiFi Authentication Error
16-08-2019 4:56 PM
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Totally agree. I'll be moving away once my contract ends at this rate, and I've already told a couple people in conversation about this as well, so not really working out well so far. The second Virgin does my road, I'm out.
Re: WiFi Authentication Error
16-08-2019 7:55 PM
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Hello you lot in this thread.
Take a look at this one too. It's probably the better thread for, 'the problem that does not exist'.
Re: Hub One losing internet connection on 5Ghz WiFi only
Cheers,
Steve
Re: WiFi Authentication Error
12-10-2019 11:57 AM
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Thanks!
Re: WiFi Authentication Error
12-10-2019 2:04 PM
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Hi @ferranbea,
Thanks for getting in touch, I appreciate your query.
The problem you're experiencing with your Samsung phone appears to be random in that your other devices are working so the likelihood is the issue is related to the handset software or settings rather than the firmware, although I can't confirm this.
Please have a look at the previous pages on the thread as you may find information that works for your handset.
Before pursuing this further we would ask that you ensure your handset's software is up to date and you have also gone through our troubleshooting guide here. You might also find the channel you're using on the router may need changing, please note this may affect your other devices as well.
The age of your device may also dictate how well it works with the Wi-Fi, as older devices may not work as well.
Thanks - LF
Re: WiFi Authentication Error
19-11-2019 2:55 PM
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Re: WiFi Authentication Error
19-11-2019 5:13 PM
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Thanks for getting in touch @Abigailr92
We're aware of the issue and working on a fix.
In the meantime, we'd recommend splitting the wireless bands as a temporary solution.
I've included instructions on how to do this below
1) In your browser go to 192.168.1.254.
2) Hit Advanced Settings and enter your Hub admin password when prompted (unless you've changed it, you'll find the default password on the settings card)
3) Continue to Advanced Settings.
4) Tap on Wireless.
5) Choose 5GHz tab.
6) Change 'Sync with 2.4Ghz' to No.
7) Change the name of the 'Wireless SSID'
8) Save the changes.
If you're having issues making this change let us know as we can do this for you remotely.
Re: WiFi Authentication Error
21-11-2019 8:46 PM
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Could you please advise?
Thanks.
Re: WiFi Authentication Error
22-11-2019 10:34 AM
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Hello @ferranbea,
We're aware of the issue and working on a fix.
In the meantime, we'd recommend splitting the wireless bands as a temporary solution.
Can you try the steps above suggested by @ MatthewWheeler and let us know how you get on.
Re: WiFi Authentication Error
30-11-2019 8:05 PM
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Registered for an account to subscribe to updates on this issue. Poor @Phalanx seems to have been led a right merry dance. This issue appears to have been 'being fixed' all year. Poor.
FWIW, I am going through the same issues. Separated 2.4 and 5Ghz, restarting router much more often that ought to be the case. Come on guys, please do better than this.
Re: WiFi Authentication Error
30-11-2019 8:22 PM
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@Aljado tell me about it! I ended up buying my own router and double-NATing the network to fix it. Luckily I have the knowledge due to my job (IT Consultant), but I shouldn't have to.
My contract is up for renewal next month; you can imagine the thoughts going through my head at the moment.
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