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WiFi disconnecting from internet

robertii
Newbie
Posts: 3
Thanks: 2
Registered: 3 weeks ago

WiFi disconnecting from internet

I live in a shared house with a Hub One router. We have a couple of computers connected by Ethernet, and a dozen or more devices that connect via WiFi.

 

Since the start of lockdown, we have been having intermittent problems with the WiFi, and in the last couple of weeks they have become more frequent.

 

The problem is that the WiFi loses its connection to the Internet.  When it gets in this state:

   * The computers connected by Ethernet can access the internet normally

   * The mobile devices have a strong WiFi signal.

   * The mobile devices say they are connected to the in-house network

   * The router (accessed via http://dsldevice.lan) lists the various devices as connected

BUT these devices connected cannot actually access the internet.  Attempts to load web pages or similar fail with messages about not being connected.

 

Last year, we were advised to disable the 5GHz Wi Fi.  For a long while, that seemed to fix things.  But now the problem is occurring again.

 

Re-starting the router restores normal operation.

So, too, does disabling the 2.4GHz WiFi, and then re-enabling it. 

 

In both cases, as soon as the WiFi comes back, the devices reconnect and work normally.

 

Anybody got any idea what is happening?  How to fix this?

 

7 REPLIES 7
dvorak
Moderator
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Re: WiFi disconnecting from internet


Moderators Note


This topic has been moved from ADSL Broadband to My Router 

Customer / Moderator
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If it fixed it click 'This fixed my problem'
Gel
Aspiring Champion
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Registered: ‎02-08-2007

Re: WiFi disconnecting from internet

Use forum's SEARCH box and search for "wifi issues".

Re enable 5ghz band but change it's SSID, so is separate to 2.4gh id.

PN supplied HUBONE router has very poor performance wifi wise; consider alternative one.

Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: WiFi disconnecting from internet

Thanks for your post @robertii and welcome to our Community Forums.

I'm sorry to see you're having issues with your wireless signal.

Based on the behaviour you've described and that your router's almost 6 years old, I've arranged to send you a new one.

Can you let us know how it goes once you've got it?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
robertii
Newbie
Posts: 3
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Registered: 3 weeks ago

Re: WiFi disconnecting from internet

Will do.

Gandalf
Plusnet Help Team
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Registered: ‎21-04-2017

Re: WiFi disconnecting from internet

Thanks @robertii Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
robertii
Newbie
Posts: 3
Thanks: 2
Registered: 3 weeks ago

Re: WiFi disconnecting from internet

Hi, Gandalf,

 

The new router has arrived.  But the interesting news is...

 

I phoned support on Saturday, before I saw your post here, and spoke to someone.  He told me that all routers (including mine) had had software upgrades that fixed the bug caused by having the 5GHz wifi active, so there was no reason for me to leave mine deactivated.

 

He also said he thought that the problem I was seeing was caused by interference from one or more other nearby WiFi networks, and suggested that I manually re-configure my hub to change the channel for the 2.4GHz wifi.   I had tried that last year, when I'd first had the problem, and it had not helped.  But I thought that if the hub had been updated, it might be worth trying again.  So on Sunday I re-enabled the 5GHz and configured the 2.4GHz to use Channel 3 (rather than 11).  And so far, everything has been working properly -- I have not had a recurrence of the disconnection.

I would really like to know whether changing the channel on the updated router has actually fixed the problem.  So I'm thinking to continue to use my original router, on its new channel, at least until it fails again.  

I'll post an update here either when it next fails, or at the end of the month if the old router is still working and the problem really is fixed.

adam945
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-12-2020

Re: WiFi disconnecting from internet

Good morning @robertii

Thanks a lot for reaching out and for letting us know that changing the wireless band and WIFI channel settings on your router has fixed the problem for the time being. These are my "go to" things when customers have contacted us about their WIFI service.

We have a handy little tool on our end called "Smart Wireless" which scans your local network, and puts the router onto the best channels for your environment. I also tend to split the SSID's as well. For me, this has worked a treat so far.

It's important to acknowledge that while a certain WIFI channel might work well at first, it can become clogged up over time. I'd suggest downloading a WIFI scanner though, which will work similarly to our Smart Wireless tool and will scan your local area. You'd then need to manually adjust the WIFI channel accordingly.

 Adam
 Plusnet Help Team - Leeds