Hub One - 5GHz WiFi issue

[#1]

Thank you for the update. Unfortunately, it hasn't helped. The wifi still needs to be reset every 2-3 hours. 

We've tried everything. We had an engineer around who did something with the socket. We tried just fixing on one channel (we've tried doing this on 3 different channels), we split the 2.4 and 5GHz. Closed off the 5GHz. We tried changing the DNS IP release time. We tried a new hub one router. Now we've tried your update. The internet will hold a VPN connection, a teams call, a remote desktop, but everything else stops working, all other websites. Then we have to wait for someone to finish their Teams call etc before we can reset. We've ordered a second-hand bt hub 6 router as a last resort and waiting for it to arrive. If there was just 1 person using the internet resetting every couple of hours wouldn't be such a big problem, but waiting until someone finishes to get on is a problem. Oh and ethernet is not an option as once the internet drop outs it won't work on ethernet either (not tried on my laptop since it doesn't have an ethernet port, but tried on another person's laptop).

[#2]

Hello @bobpullen  having recently upgraded to fibre and a plusnet hub one, mainly to overcome the device limit on the Thomson router I originally had, my wireless has been up and down and it's only just yesterday I realised it was just the 5g and made the link to this thread straight away. I have fw version 263 so would be very grateful if I could get the upgrade to 273 as well to see if it helps my case as well. I don't seem to have an option yet to PM the username and router serial but will check later. Thanks

[#3]

@HawkEye__GB @arashrk @kafkian8 @Maxrom @marinost & @Andy133 - I've pushed an update to your devices. Please reboot at your side to apply it.

Hope it helps. 

[#4]

---

@Jooster wrote:
Thanks for the reply. It was probably me manually rebooting it. I haven’t switched it off since Sunday night so it would be interesting to see if the line has dropped since then. The wifi certainly has, but there have been no lights on the router (other than the normal blue connection light). 

---

It looks like your connection went down at around 7.20pm on Sunday evening. I assume that was the reboot you're talking about?

Since then, the line has dropped four times. Each time due to a loss of synchronisation with your green cabinet.

00:57 16/Nov/2020
15:43 16/Nov/2020
20:13 16/Nov/2020
15:51 18/Nov/2020 

@wall wrote:

The internet will hold a VPN connection, a teams call, a remote desktop, but everything else stops working, all other websites....

Oh and ethernet is not an option as once the internet drop outs it won't work on ethernet either (not tried on my laptop since it doesn't have an ethernet port, but tried on another person's laptop).

Then the problem is not with your Wi-Fi.

It much rather sounds like this.

Probably not of much help now if you have another router on the way - but I've pushed a further update to your router that I'm pretty confident will fix this issue. You'll need to reboot to apply it.

[#5]

@bobpullen 

Since you sent the up dated firmware to my plusnet router over a month ago my wifi/ internet has been good (thank you) But yesterday I had to have my electric turn off for an hour to have two smart meters put in, since then the wifi is all over the place dropping but not disconnecting (web sites slow at loading). I have plugged my laptop to the router  by cable and did a speed test and it was great (70- 97Mbs) wifi standing  next to the router is 60Mbs.

I have since rebooted the router but no different.

Do you think this problem is because the router  was disconnected for so long and the line needs time to stabilise or do you think the electric & gas smart meters and hub is interfering? (These talk to each other with their own wifi.)

[#6]

@Beatleboy hard to say, but the router being switched off should not initiate any period of training/re-stabilisation.

The speedtests seem good both wired and wireless and I wouldn't expect a smart meter to create too much in the way of interference

[#7]

Hi @bobpullen ,

I'm pretty sure I'm having the same issue as others on this thread. Here's my answers to your questions at the beginning of the thread.

1. Occasionally we can't connect to the internet or even get onto the wifi on the 5GHz connection on the router. But the 2.4GHz is fine, connects with no problem and the internet is still connected too. It happens about every 2-4 days I'd say. A restart of the router does fix it and takes a few mins to get up and running. Usually this would be fine but since lockdown my flatmate and I are constantly in meetings so hard to find a time to restart the router sometimes!
   
   
2. The devices having issues are all 5GHz devices like my Pixel 5, Xbox One, Desktop PC etc. 2.4GHz devices are fine like my old laptop and my flatmates laptop. We only use the Plusnet hub and don't have any additional wifi points or anything btw.
   
   
3. The 2.4 and 5GHz connections are split and named differently. Both named by with connection they have so it was easy to realise what the issue was!
   
   
4. The problem doesn't fix itself until we reset the router. Wired connections are fine and don't drop off at all during this 5GHz down period.
   
   
5. I can't seem to find anything that is triggering the issue but it tends to happen overnight and I wake up with the issue being present.
   
   
6. The problem is indeed fixed by rebooting the hub and I'd say it re-occurs every 2-4 days.
   
   
7. It's every device connected to the 5GHz connection. So Pixel 5, Xbox One S, My custom PC with an Asus wireless device etc. All 2.4GHz devices are fine like my old Lenovo Laptop (Y70-50) and my flatmates smartphone Honor 7X
   
   
8. No patches to devices that have caused the issue that I'm aware of no.
   
   
9. Our home network set-up is Just the Plusnet Hub One. With the 2.4 and 4GHz networks split and renamed to Dave 2.4G and Dave 5G. It's currently on Software version 4.7.5.1.83.8.263

I haven't managed properly to find where this 'new firmware' has come into place in this 97 page thread! Or what version it is. If it would help the problem please could we get it pushed to the router. My plusnet username is different to my forum name btw. (reallysamh) If you need it to find my details.

Thanks for your diligence Bob! Appreciate it greatly

[#8]

You need to PM @bobpullen to assist you on this problem

[#9]

@SirReallySam I've just pushed an update to your router. You'll need to reboot to apply it.

@mort7890 I don't mind folk asking for updates in this thread if they're affected by the problem. To set expectation though, I only tend to check in a couple of times a week (I've been a bit more active than usual recently).

[#10]

Hi @bobpullen point taken

[#11]

Legend! Cheers Bob, I've rebooted and it seems to have updated to 4.7.5.1.83.8.273

I'll leave it a week or so and update the thread if it seems to have fixed the issue!

[#12]

@bobpullen 

Wifi speed tests on the tablets and phones are all over the place from 2mbs to 45mbs whether 

next to the router or upstairs. 

I'll see how it is tomorrow.

[#13]

@bobpullen Thank you for arranging the update. I've rebooted, and can see the new version is installed. Will see how it performs and keep my fingers crossed it's better.

[#14]

Dear Bob,

Thank you so much for the update. I haven't had to reset the router since last night when we did it after your update (usually I've had to do it 3 or 4 times by now). I read the forum you sent and even after reading up on what DNS is still didn't understand a word of it 😂 but thank you so much. I just wondered if we should switch off the 5GHz like we were advised to do before. I'm on it at the morning and it is working but the speed is about 1- 8MB/s rather than 30 I think on both the 2.4 and 5GHz, I don't mind this though, I'd much rather have this speed than resetting all the time. 

[#15]

Thanks very much. So far so good and I've been able to leave 5ghz on for today with no noticeable dropouts.