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Wifi Registration Failed & Rebooting Hub - Daily occurrence!

Hanzzii
Hooked
Posts: 6
Registered: Monday

Wifi Registration Failed & Rebooting Hub - Daily occurrence!

Hi everyone

I'm wondering if anyone could help me solve this issue. 

I switched to Plusnet Fibre in January. I've been with several other companies over the years and never had an issue like I am having with Plusnet! 

Since the swap my wifi will drop, every day. I've kept a diary to see if I could establish the possible causes or set times that this occurs. However, it is completely random, I can have one TV connected and it will drop. I can have 3 TVs, 3 gaming consoles, 3 phones connected and it will be drop. There is no trigger for the event. 

Not only does the wifi drop but the router will reboot, every time! I wrote down what the router does, and it did the same thing every single time. 

> I noticed wifi has dropped and go to check router 

> Router light changes from Blue to Steady Green

> Light flashes Green 

> Light goes Blue 

> Light flashes Orange

> A notification on my phone/laptop pops up showing that the wifi is connected again BUT login/authorisation is required before I can connect. I have to log in to the hub manager, however this doesn't instantly work, I go around in circles selecting which socket I'm using, if it's been over 24 hours since installation, this occurs 3 times in a row before it lets me progress, I then have to input the Admin Password for the Hub Manager. I have to do all of this, every single time my wifi drops.

> Light changes to Steady Orange 

> Light changes to Blue and I'm back on the wifi.  

> When I check the 'Event Log' on the hub manager after the issue it states - Wifi Registration Failed. 

I am beyond frustrated, I have spoken to Plusnet about this on several occasions, they talked me through splitting the channels which I did but that hasn't helped either. Today I had a firmware update on my Hub hoping this may help but alas my wifi has dropped twice this evening. 

I have two very important interviews via Teams tomorrow, I am crossing everything that the wifi doesn't drop during these. I can't believe I'm paying for a service that is now causing me this amount of anxiety! 
I hope someone can help me decipher what is going on, or it will be a discussion with Citizens Advice about leaving my current contract after being mis-sold.  

 

Thanks guys
Hannah - who's at her wits end 

13 REPLIES 13
jab1
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@Hanzzii I wonder if your router still has 'setup@plusdsl.net' as the username?

John
Hanzzii
Hooked
Posts: 6
Registered: Monday

Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

Hi John
I've just checked my screenshots from the various times this has happened and the admin name is under  [Removed]

 

 

Moderators Note: Personal information removed

Mustrum
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@jab1  doubtful, if that was the case they would not have internet access - that said it is worth checking.

@Hanzzii  have you rebooted the hub since the upgrade? It needs to take effect.

Can you post a pic/details of the Help Desk tab, in the Advanced/Troubleshooting tab - make sure you hide sensitive info, including username if not setup!!

jab1
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

OK Hannah - was just a thought as it resembled a problem that occurs occasionally, and quite often that is the culprit, Sorry I can't think of anything else at the moment, and my body (and brain) are telling me it is time for bed. Wink

John
jab1
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!


@Mustrum wrote:

@jab1  doubtful, if that was the case they would not have internet access - that said it is worth checking.

Probably not, @Mustrum  - but it has happened in the past, IIRC.

John
Hanzzii
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Posts: 6
Registered: Monday

Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@jab1 Thanks for your input 😄

@Mustrum 

I'm going to unplug for 10 minutes and see if that helps in regards to rebooting.

 

This is the information from the helpdesk tab, not really sure what's relevant out of this info but I'm sure the tech savvy people are 😊

 

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ04277044
3. Firmware version: Software version 4.7.5.1.83.8.289 Last updated 04/05/21
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:51:01
6. Data rate: 6916 / 29273
7. Maximum data rate: 6963 / 37552
8. Noise margin: 6.1 / 6.5
9. Line attenuation: 36.0 / 25.4
10. Signal attenuation: 23.0 / 22.8
11. Data sent/received: 17.2 MB / 364.7 MB
12. Broadband username: ***@plusdsl.net
13. 2.4 GHz Wireless network/SSID: LADYGAF
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: 2
17. 5 GHz Wireless network/SSID: LADYGAF-5g
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: 40
21. Firewall: Default
22. MAC Address: 10:d7:b0:01:4a:50
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0
Mustrum
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@Hanzzii  you are on the latest firmware, I presume BobPullen did that earlier.

 

Nothing too obvious in the other stats, so would ask how is the phone line? Is there any noise - dial 17070 option 2 to check?

How does speeds compare with expectations - enter your number in the DSL checker, but hide the number when you post the results.

If they are ok I would monitor for a few days to see if you still get drops.

 

dvorak
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!


Moderators Note


This topic has been moved from Tech Help to My Router 

Customer / Moderator
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Hanzzii
Hooked
Posts: 6
Registered: Monday

Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@Mustrum  Yes, Bob sorted out the update for me. It was his suggestion to start my own thread after explaining the rebooting issues. 

 

This is the information I got after testing my speed. I haven't had an issue with speed personally, when it works it works well, I just wish it was more consistent! 😣

 

Telephone Number  on Exchange RAMSGATE is served by Cabinet 10
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps)
WBC FTTC Availability Date WBC SOGEA Availability Date Left in Jumper
High Low High Low        
VDSL Range A (Clean)  48.6 32.4 8 6.1 27.4 Available Available --
VDSL Range B (Impacted)  47.4 29.7 7.9 5.8 22.4 Available Available --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
WBC FTTP Upto 1000 Upto 220 -- Available 1 Stage
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in Jumper
WBC ADSL 2+ Up to 17.5 -- 10 to 19.5 Available Available --
WBC ADSL2+ Annex M Up to 17.5 Up to 1 10 to 19.5 Available Available --
ADSL Max Up to 8 -- 7 to 8 Available Available --
WBC Fixed Rate 2 -- -- Available Available --
Fixed Rate 2 -- -- Available -- --
Observed Speeds VDSL
Max Observed Downstream Speed 30.85
Max Observed Upstream Speed 6.99
Observed Date 2021-05-03
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
Premise Environment Status
Bridge Tap U
VRI --
NTE FacePlate --
Last Test Date --
Exchange Product Restrictions Status
FTTP Priority Exchange N
WLR Withdrawal N
SOADSL Restriction Y
Mustrum
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@Hanzzii  thanks for that, again nothing too obvious, you could be getting higher speeds - do you have a filtered master socket, or are you using a dangly filter and do you have any extensions?

 

That said, if speed and/or reliability are important/priority to you, then - 

WBC FTTP Upto 1000

I would be looking at suppliers, even BT or EE, but something to think about maybe?

Hanzzii
Hooked
Posts: 6
Registered: Monday

Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@Mustrum I use a master socket, no extension.

Honestly the speed is fine for my household, it's just the reliability. Even after rebooting the hub myself earlier this evening, it rebooted itself again 30 mins later. I may invest in a BT Hub 6 or similar and see if that stops the issue. Wondering if it's the hub itself causing all these issues?

Thanks for all the help and info Smiley
jab1
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!

@Hanzzii Good idea about the HH6 - even if the router isn't the problem, you have a much better router.

John
RobPN
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Re: Wifi Registration Failed & Rebooting Hub - Daily occurrence!


@Hanzzii wrote:

 

I switched to Plusnet Fibre in January. 


@Hanzzii 

Which of course is really 'pseudo' fibre, still relying on your copper (if you're lucky) phone-line.  Wink

 

As @Mustrum has pointed out, from your post #10 it appears you have FTTP available to you, making you one of the decreasingly rare people to have both VDSL(FTTC) and FTTP available, and I would agree with his suggestion to consider that option.

So with reliability in mind, and putting possibly router-induced poor WiFi performance aside, you could then forget all about sync speeds, master sockets, noisy telephone lines, filters and the rest of the malarkey that goes with a DSL connection.

 

I hope someone can help me decipher what is going on, or it will be a discussion with Citizens Advice about leaving my current contract after being mis-sold.   

It's been mentioned in other threads that it might be possible to change your ISP to BT or EE (BT owned, like PN) when ordering FTTP and not have to pay PN early termination of contract charges.