Wifi 'connected without internet'

[#1]

Morning

Full fibre installation last Thursday and up until that point no internet issues whatsoever.

Since then my devices struggle to connect to the wifi - I get 'connected without internet' messages at worse or very low speeds and timeouts when I can connect at all.

I have a 8 month old Plusnet hub two router which was fine beforehand.

I have reported to plusnet help but they don't seem to have any solutions despite 4 hours on the phone on Saturday morning!

Resetting the router doesn't work but I have worked out that I can get to the router management screen using a wired connection where it all looks fine (though it isn't) - I can then reset the wireless settings to their deafult and it works again for a while. But I am having to do this daily.

All wired connectionsare fine.

I don't understand why my wifi should be this unpredictable following this upgrade when my wired connections are fine? It should be better!

Anyone any ideas? Apologies - I am not very technical but I just want it to work wtihout me having to fiddle about with it everyday!

Thanks!

[#2]

Hi @malvus2 thank you for taking the time to contact us, I'm sorry to hear of the issues you are experiencing since the upgrade.

I have checked your line in full, while there aren't any faults found, I can see that the line is out of sync and reporting issues with the PPP session. I would like to speak with you a little more regarding this, can you advise me of a window of time I can call you back please. 

Look forward to hearing from you soon 

[#3]

I can see that the line is out of sync

@Tina11192  how's that if its Full fibre ?

[#4]

Anytime from now onwards... I am at home until lunchtime

[#5 · Accepted solution]

I am not entirely sure, however, the testing system is highlighting an issue with the sync which could be a router related issue. 

I have now done further trouble shooting with @malvus2 , sent a new router out and will follow it up once the new router arrives. 

Just for completeness, the router used is a DSL one instead of FTTP, upon upgrade a new one should have been sent out but it was not. 

[#6]

Sorry something is odd here. If this is FTTP then (line) SYNC is not predicated by the router. That is established to the ONT. Is there some confusion over terminology here … or is this FTTC / SOGEA?

Granted PPP session stability is to the router.

[#7]

Just for completeness, the router used is a DSL one instead of FTTP,

@Tina11192 

I have a 8 month old Plusnet hub two router

There is no different versions of the Hub 2. The one sent out for FTTP just includes an extra ethernet cable. To change from DSL to FTTP on a Hub 2 , you just connect the WAN port instead of the DSL port. The router autodetects which port is in use.

As @Townman says, something odd here ? If the OP is really on FTTP , has the account not changed correctly ? and so the system still thinks its FTTC.

[#8]

When the Openreach engineer did the switchover, he said the same thing. No new Hub needed - just connect the WAN port - the cable doesn't fit the DSL port anyway.

The only issue I had on installation was the fact that they only supplied a cable which wasn't long enough so I had to provide my own -  i had a spare 2m CAT7* - could that be an issue...? He didn't think so at the time and my wired connections have been working.

One plusnet advisor did try and get me to use their cables but they are too short - I think they were just trying to eliminate the possibility. I have read that Cat 7 can have issues. 

*U/FTP 10Gbps 600Mhz/s RJ45 allegedly but how would I check...?

Why would this affect wifi...?

[#9]

'Why would this affect wifi...?'

I don't think it does - I would be suspecting something on your desktop/laptop - personally.

[#10]

@malvus2 

i had a spare 2m CAT7* - could that be an issue...?

There's nothing wrong with using a CAT 7 cable per-say. However I believe some CAT 7 cables are more susceptible to faults.

In reality CAT 7 is a massive overkill in your situation, all you need is CAT 5e , thats capable of handling 1Gb which is all the link from ONT is capable of. It would be useful to try another cable though, just to rule out the CAT 7 one being faulty.

However, if as you say, a wired connection to the router is fine, then the problem looks like a wifi issue. Routers try and automatically 'pick' a wireless channel to avoid interference with neighboring networks. Unfortunately this sometimes doesnt work very well and so using a wifi analyser to check for local networks and then using the manual setting on the router to set a less congested channel can improve things.

[#11]

Thanks - I can't tell what is going on but I don't think the problem is my end as I don't seem to have any issues with my wired stuff (it is not as fast as I was expecting - but I will worry about that later!) but the wifi goes on and off on multiple devices - 4 mobile phones, 4 amazon devices, laptop and chromebook.

It is on at the moment so I am leaving it alone! As I said before - no issues with 'copper' - the only two changes are the cat 7 cable and the fibre upgrade everything else is the same and has not changed.

We will see if this new (?) hub makes a difference!

[#12]

but I don't think the problem is my end as I don't seem to have any issues with my wired stuff (it is not as fast as I was expecting - but I will worry about that later!)

Sorry, but if wired is ok, then the problem IS at your end. Ok, it MAY be a faulty router but in my experience that's unlikely.

Which FTTP product are you on ?

Can you post the results of a speedtest using the Ookla speedtest https://www.speedtest.net/ using a wired connection ?

If you have the FF900 product then I'd suggest using the cli version https://www.speedtest.net/apps/cli as it eliminates any browser dependancies and gives a more consistent result at the higher speeds

[#13]

Wired tests - not directly into router but via TPL link... seems ok?

[#14]

Which FTTP product are you on ?

My aoplogies but I don't know what that means!? Does it mean 900...? I think that is it!

[#15]

@malvus2 What speed did you ask for when you arranged your Full Fibre contract - there are 3 or 4 options.