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WiFi Authentication Error

Plusnet Help Team
Plusnet Help Team
Posts: 15,097
Thanks: 4,657
Fixes: 779
Registered: ‎21-04-2017

Re: WiFi Authentication Error

Thanks for getting in touch @Aljado 

I'm sorry to see you're experiencing wireless problems. From your post there's not much information into what you're actually experiencing. Are your devices disconnecting from the 5GHz and 2.4GHz frequency or just the 5GHz?

It's worth noting that the acknowledged issue is only affecting the 5GHz band on the latest firmware and it's not affecting everyone. It seems to just be in certain environments with certain devices that are connected to the router.

For example I go back to my parents house every so often who have a Hub One and my iPhone stays connected to the 5GHz frequency without a single drop for days on end wherever I am in the house.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
the4andersons1
Hooked
Posts: 5
Thanks: 1
Registered: ‎20-04-2019

Re: WiFi Authentication Error

Sorry Gandalf, but from you reply, it does seem to imply its our fault if we do not use the correct equipment, such as an iPhone, I am actually quite happy with my Samsung, This issue is Plusnets, as now I use a BT home hub 6 the issue has gone away, I was advised to change to this router by Plusnet help, and as said it works. But at the same time it was said that Plusnet were working to supply an updated hub,  All on here that have experienced this issue were told the same, but as far as we can see, there has been no progress, been going for months with no sign its being addressed, as plusnet is still giving replies like yours, We would ask that you try to keep us informed as when your new router/hub, based on the BT 6 type will be available.

Plusnet Help Team
Plusnet Help Team
Posts: 15,097
Thanks: 4,657
Fixes: 779
Registered: ‎21-04-2017

Re: WiFi Authentication Error

Thanks for getting back to us @the4andersons1 

I'm sorry to see you feel that way, although I think there's a bit of confusion here. I'm in no way advising that you'd need an iPhone in order to use the 5GHz properly, I was simply using that as an example that this issue doesn't affect everyone.

I'm not personally close enough to the investigation to know exactly what's causing the issue, however based on what I've seen from people reporting the issue to us here, it seems to be environmental but that's just my thoughts.

What's not helping is that despite our efforts, we're unable to replicate the problem so this is stifling progress, however we are continuing to work to get to the bottom of the issue. 

Apologies for the inconvenience caused and thanks for your patience.

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