Hub One - 5GHz WiFi issue

[#1]

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
   I can't connect to the wifi (sometimes not always) via my phone, tablet or laptop, its intermittent and I get an authentication error
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs? Yes the hub is working as my alexa's are responsive and I can stream TV via my firestick
3. Do you have the 2.4GHz and 5GHz channels merged (default setting) or split (different wireless network names)? If the networks are named differently, does the problem only affect the 5GHz network? I have split them today, but the authentication error seems to affect both. I have now switched off the 5GHz and my phone has connected
   
   
4. Once the problem occurs is it persistent?  Do you have any devices wired to the router and does the problem affect them at the same time? its persistent, nothing is wired to the router
   
   
5. Are you able to reproduce the problem reliably? Do you think you have a way of triggering it? [for example waking a specific device from power save mode] No
   
   
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur? Not always
   
   
7. If specific devices are always impacted when problems occur, please provide details of which devices are impacted and which aren't i.e. manufacturer, model, variant and operating system version.
   
   
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred? No
   
   
9. Please provide a description of your home network setup and all devices in use including whether or not you're using any additional switches, Powerline adapters or wireless access points.  - Pusnet hub, 3 Alexas ,Firestick and Sony smart TV, 2 smart light bulbs, 4 smart plugs. A wifi extender so I can plug in with an ethernet cable while working from home (this is only on while I'm working, and doesn't seem to make any difference to whether the problem occurs). One plus 6 phone, Lenovo laptop & surface pro

This is a problem I've had for around a year, I have moved house recently and its still happening. I hadn't previously reported it as I would just use the data on my phone when the problem occurred, however in my new house my phone signal is terrible, so without wifi connection it doesn't work, so it is a much more noticeable issue

[#2]

Hi @pinkbinx please read the discussions and request accordingly it will help all and cut the waiting time as well as improving the quality of service. 

[#3]

Hi sorry, I'm not sure what I'm supposed to be requesting?
I've tried the things that were in the first message, splitting the WiFi, switching off 5GHz etc. It's says to reply answering the questions if that hasn't worked.
Is there something else I should be doing? If so can you tell me what please, patchy WiFi is not making it easy to read through everything on this thread

[#4]

Suggest @pinkbinx you look at message 1478 as it may help

[#5]

Hi @bobpullen,

Can I request the upgrade to .273 please. We've been suffering from the 5GHz drop out issue for some months, but over the last few days it's got a lot worse (four reboots needed in the last 72 hours). 5GHz and 2.4GHz are split, and when it fails it has failed for any device (iphone, samsung, laptop) connected to the 5GHz band.

Thanks!

[#6]

Requesting workaround update please @bobpullen 

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen? Wifi conection to 5ghz gets progresively worse throughout the day. Fixed by router restart for a short amount of time. Wired connections to router are not effected. 
   
   
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs? Mostly stay connected to the hub but have ping dropouts and slow speeds.
   
   
3. Do you have the 2.4GHz and 5GHz channels merged (default setting) or split (different wireless network names)? If the networks are named differently, does the problem only affect the 5GHz network?  I have tried both and the problem persists.
   
   
4. Once the problem occurs is it persistent?  Do you have any devices wired to the router and does the problem affect them at the same time? Only wifi conected devices. Happens every day now. 
   
   
5. Are you able to reproduce the problem reliably? Do you think you have a way of triggering it? [for example waking a specific device from power save mode] Have not identified a cause from the devices used on the network but problem started after a new desktop was conected (wired) to the router. Turning this off does not solve the problem though. 
   
   
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur? Varies
   
   
7. If specific devices are always impacted when problems occur, please provide details of which devices are impacted and which aren't i.e. manufacturer, model, variant and operating system version. iMac, iphones and windows laptops.
   
   
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred? none
   
   
9. Please provide a description of your home network setup and all devices in use including whether or not you're using any additional switches, Powerline adapters or wireless access points. Just the one router no mesh or extenders. 

Moderator's note by Dick (Strat): Post released from Auto Spam Filter.

[#7]

The 5GHz was under 8Mbps, the 2.4GHz 18Mbps. But testing it on a Saturday morning when the person with the VPN isn't on the computer they are both 30-35MBps so it is all OK. I assume it is fine to leave the 5GHz on. Thank you for your help, we really had tried so many things, switching off all the lights and radios, moving stuff around, as well as all the technical things. 

[#8]

1. Connection to 5Ghz band connects for only short periods or fails to connect showing "Password incorrect", "connection not authorized" or "connected no internet"
   
   
2. Hub status is normal - blue light
   
   
3. Networks split and named separately to prove 5Ghz connection has the issue
   
   
4. Problem persists, wired connections ok.
   
   
5. Problem is persistent.
   
   
6. Rebooting sorted for a short time, but problem re-occured
   
   
7. Only 5Ghz devices affected
   
   
8. No recent update on devices.
   
   
9. Network stripped down to just Hub One and phones, PCs, tablets. Recently Sky Q added in house, the band interference from it's 5Ghz network caused initial issues with network. Used Wi-Fi analyser to check and separate bands. 5Ghz network seems stable now but the connection has no internet. (Could access Hub One on 5Ghz network but not access internet. Suspect problem may have been been hidden previously before Sky Q due to automatic fall back of devices to 2.4 GHz. Had noticed devices moved from 5Ghz to 2.4Ghz, suspected at time due to signal strength in area, but Wi-Fi analyser shows 5Ghz signal ok in those areas.

I have used a spare Hub One and the issue is the same, both on .263 firmware. Can you update my router to the beta firmware?

[#9]

Yes I did (I think!). So far so good.

[#10]

Suggest @Daemon you look at message 1478 as it may help

[#11]

We've run into this issue, please could the fix be pushed to us? We live in rented accommodation and the landlords setup the account so I know the username and serial number of the router (which I'll send privately) but I don't have the account's password, if it's needed for security reasons I can get in contact with them to get it.

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen? Every week or so the 5GHZ band can still be connected to but there will be no connection, the 2.4 band and wired work correctly.
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs? Can connect to the router normally but there is no internet connection, the hub indicator is blue.
   
   
3. Do you have the 2.4GHz and 5GHz channels merged (default setting) or split (different wireless network names)? If the networks are named differently, does the problem only affect the 5GHz network? Split with different names, only affects 5GHz
   
   
4. Once the problem occurs is it persistent?  Do you have any devices wired to the router and does the problem affect them at the same time? Once the problem occurs it persists until the router is restarted, wired devices are unaffected.
   
   
5. Are you able to reproduce the problem reliably? Do you think you have a way of triggering it? [for example waking a specific device from power save mode] Seems to occur randomly
   
   
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur? Yes, can take a week or so to reoccur
   
   
7. If specific devices are always impacted when problems occur, please provide details of which devices are impacted and which aren't i.e. manufacturer, model, variant and operating system version. It's all devices
   
   
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred? No
   
   
9. Please provide a description of your home network setup and all devices in use including whether or not you're using any additional switches, Powerline adapters or wireless access points. One WiFi extender is used, other than that it's just the hub. Devices connected are phones, laptops, a PS4, a Nintendo Switch and a YouView box. 

[#12]

Hey Bob i got the update .289 that you pushed to fix both the wifi breaking and throughput issue but!

A new issue seems to have appeared where randomly it will say "wifi has no connectivity" kinda like the original issue with the wifi dying completely.

Now after about 1 minute or so it fixes itself so not sure what causes that tbh.

[#13]

Hi - Please can i have the reactive workaround applied. Answers to questions below:

1. Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?
   Devices seem to lose internet connection on a fairly regular basis. Wifi is shown as connected however unable to resolve the internet. This happens fairly frequently (multiple times a day) across several devices (of different types). Normally after a short period the internet will return to the devices.
2. Do the devices having problems appear to be connected or associated with the hub?  Is the hub status indicator normal/blue when the problem occurs?
   Hub always reporting fine - blue indicator
   
   
3. Do you have the 2.4GHz and 5GHz channels merged (default setting) or split (different wireless network names)? If the networks are named differently, does the problem only affect the 5GHz network?
   Merged - default setting
   
   
4. Once the problem occurs is it persistent?  Do you have any devices wired to the router and does the problem affect them at the same time?
   Not persistent - roughly 30-60s later the devices will be able to resovle the internet 
   
   
5. Are you able to reproduce the problem reliably? Do you think you have a way of triggering it? [for example waking a specific device from power save mode]
   No - seems to be random
   
   
6. Is the problem always resolved by rebooting the hub?  If so, how long does it take before problems recur?
   Yes - but do not tend to as it will correct itself after 30-60 seconds 
   
   
7. If specific devices are always impacted when problems occur, please provide details of which devices are impacted and which aren't i.e. manufacturer, model, variant and operating system version.
   No - happens across device types (most noticable on apple iphone)
   
   
8. Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
   They've all recieved regular patch updates so not linked
   
   
9. Please provide a description of your home network setup and all devices in use including whether or not you're using any additional switches, Powerline adapters or wireless access points.
   Single Plusnet router, <10 wirelss devices conencted ranging from Windows laptops, smart devices and iphones. One wired NAS.

[#14]

@bobpullen 2 weeks on and everything still working great on 5ghz wifi!

[#15]

Hi All - new to the Forum but have had my 5Ghz switched off for a while now to resolve the issue.

From reading through, it seems the updated firmware works.

@bobpullen can you please send the updated firmware to my router please?

thanks.