Hub One - 5GHz WiFi issue

[#1]

@bobpullen 

Thank you very much.

[#2]

PN's Hub One is known to be poor wifi performer and may be on it's last legs. Why not buy an Openreach one from a well known website; it can be configured to work with PN, and performs much better.

[#3]

Hello Mattroberts3001 - there is another post about this with 112 pages so far.  @bobpullen is able to send an update to your router that seems to stop this happening.  You will need to tag him in the reply you make on the thread.

[#4]

I'd like to thank @bobpullen for his sterling work this year which, as usual, is above and beyond the call of duty.  His dedication to the job is exemplary and I just hope PlusNet appreciate what a star they have.  I'm sure many here would agree with me, who have benefited from his help and untiring support.

Wishing you a good and relaxing New Year Bob from all of us.

[#5]

Hi @bobpullen  I have for months had the problem where my wireless connection shows as being connected but also shows as no internet.  This occurs mostly on my iPad, and quite frequently, but also occasionally on my Windows laptop.  Only yesterday I decided to look on the Plusnet community site for help and found this thread,  My router is using version 4.7.5.1.83.8.263, which hasn't been updated since May 2019.  I understand there is a new version and was hoping that you could arrange for my router to receive the latest version in the hope that it holds the solution to the problem, or is there a way I can update it myself?  Thanks.

[#6]

I was actually thinking of doing a bigger upgrade to something like the TP-Link Archer VR2800.

Would that give me noticeably more reliable and faster wi-fi throughout my property? I assume it would be quite straightforward to set-up and I just need to enter my PN username and password into it?

[#7]

Hi Bob, Just to report that the firmware upgrade has made an instant difference to the problems and has made my life pacifying the rest of the family much easier -So fingers crossed and thank you very much for your hard work and dedication to this problem.  Hope you manage to get some downtime!

Pete

[#8]

Hi I am having the same issue - found this thread so signed up t hopefully get sorted.

Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen?

New router following a contract extension

5ghz Wifi drops out probably once a day on average - usually in the evening - sometimes runs slow upto 24mbps
Power cycle of the router seems to fix the issue until it happens again.

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 light is always blue

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 - different SSIDs

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?
Problem is consistent. Rebooting the router fixes it for a while. Wired devices are not affected.  2ghz is not always affected.

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]
The issue seems random and happens frequently.

Is the problem always resolved by rebooting the hub? If so, how long does it take before problems recur?
Yes but only for a short while <24hrs

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.
All devices connected to 5ghz affected - Apple phones,PC, Amazon alexa devices

Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred?
Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated Unknown

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.
Plusnet home hub ethernet wired to Yale Alarm, Hue Hub & Hive Hub.  Wifi 5GHz to Mac, PC, 5 x Amazon Echos and 2 x apple phones and 1 x ipad. 2.4GHz connected to smart plugs and Phones, PC, Mac as backup. 

Wifi channel set to Smart Wireless (Auto) - have tried static channels following a local wifi area scan but still experience same issue.

Running Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated 27/03/19

Smartmeters installed for electricity & gas (SMET2 Zigbee)

Hue Smart lights throughout the house (zigbee)

Any chance I could get the latest firmware pushed please.? Thanks in advance.

[#9]

Hi Bob
Just reboot hob but software is still the same ?

[#10]

Is this topic still alive and are the updates being forced, having only recently become a customer i'm hoping this isnt the way things will be.

@bobpullen i have the Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated Unknown

and im having the same wifi issues with the 5Ghz band

Coild you force the firmware update or advise on where i can download it?

Thanks

[#11]

Hi Bob,
I am experiencing the same problems on the 5ghz frequency on the .263 firmware as discussed. Please see replies to your questions below and hopefully you can push the relevant firmware to our Hub.

Brief description of the problem, and how is masquerades itself. What are the symptoms? How frequently does it happen? - All devices drop connection to the 5ghz channel. Resetting the channel resolves it but it reoccurs within 10mins of the channel change.

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 status never changes, all lights remain blue and 2.4ghz frequency not affected.

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 SSIDs, only 5ghz frequency affected.

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? - Since appearing yesterday, problem has not been resolved. No ethernet devices affected.

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] - Problem reoccurs itself within 10mins of changing 5ghz channel.

Is the problem always resolved by rebooting the hub? If so, how long does it take before problems recur? - Restart of router does not always fix. Only reliable short term fix is changing the 5ghz channel.

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. - All devices connected via 5ghz are affected.

Have the devices experiencing problems recently received any patches that might correspond with the time the issue first occurred? - Not that I'm aware of.

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. - 3 games consoles, 1 smart TV, 2 mobile phones, 1 tablet, 1 wireless range extender, 3 laptops

Event Log
1. Product name: Plusnet Hub
2. Serial number: +081441+NQ93103791
3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 16:32:02
6. Data rate: 1490 / 14692
7. Maximum data rate: 1490 / 15108
8. Noise margin: 5.7 / 3.9
9. Line attenuation: 35.7 / 26.8
10. Signal attenuation: 34.2 / 21.0
11. Data sent/received: 921.8 MB / 8.4 GB
12. Broadband username: djshrike@plusdsl.net
13. 2.4 GHz Wireless network/SSID: Wu Tang LAN 2.4GHz
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: Wu Tang LAN 5GHz
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: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: 78:65:59:84:4c:42
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Hoping for a fast response on this please!
Thank you

[#12]

		Help | A-Z Help and Advice Helpdesk Event Log
		Information for Helpdesk agents When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.   1. Product name: Plusnet Hub 2. Serial number: +081441+NQ03836661 3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown 4. Board version: Plusnet Hub One 5. DSL uptime: 5 days, 20:05:24 6. Data rate: 13379 / 79904 7. Maximum data rate: 13208 / 96619 8. Noise margin: 5.6 / 10.3 9. Line attenuation: 21.6 / 17.5 10. Signal attenuation: 21.1 / 17.6 11. Data sent/received: 53.1 GB / 186.9 GB 12. Broadband username: leelewis21@plusdsl.net 13. 2.4 GHz Wireless network/SSID: Lewis_2G 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: Automatic (Smart Wireless) 17. 5 GHz Wireless network/SSID: Lewis_2G 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: Automatic (Smart Wireless) 21. Firewall: Default 22. MAC Address: 10:06:45:fe:6c:ea 23. Modulation: G.993.2 Annex B 24. Software variant: AA 25. Boot loader: 1.0.0
Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated Unknown

[#13]

Hi Bob, following on from successful version .273 tests with the router set to have separate 2.4 and 5GHz network SSID's (message 1676), I set the same SSID and network key for both WiFi bands.

My devices are successfully connecting to both the 2.4 and 5GHz networks.

The only thing of note was a period when the wifi icon on my tablet showed zero signal strength when I tried to run YouTube. This was immediately after playing video from Amazon Prime. I mention the apps, as both use buffering which may hide short periods of WiFi disconnection. The event roughly coincided with 'wifi registration failed' messages for the MAC address of my tablet, in the router log. The tablet then reconnected and displayed full signal strength, after perhaps 10-15 seconds, and video was resumed.

No password/authentication errors or "no network" messages were noted, for seperate or same SSID wifi configs.

So the problem is mostly fixed in version .273 IMO, with the exception of some wifi registration issues which manifested as a temporary loss of wifi.

I have also noticed that my DSL downstream speed has dropped to 32.73Mbps (new router/new contract), possibly due to several reboots during the line profiling period. This figure is quite a bit lower than previous VDSL speeds I got from BT and Plusnet (36-40Mbps) and so I would like to ask, is it possible for the profiling to be reset?

Regards, Ross.

[#14]

Hi,

Any update on this @bobpullen 

Here's my router details :

Information for Helpdesk agents

When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.
1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ01338081
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	1 days, 05:26:59
6. Data rate:	14051 / 75608
7. Maximum data rate:	13955 / 75648
8. Noise margin:	5.9 / 3.6
9. Line attenuation:	25.6 / 20.0
10. Signal attenuation:	25.5 / 20.0
11. Data sent/received:	1.5 GB / 15.8 GB
12. Broadband username:	Arcaneash@plusdsl.net
13. 2.4 GHz Wireless network/SSID:	Home-2ghz
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	Home-5ghz
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:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	64:66:24:d7:86:3e
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

[Arcaneash]

 Arcaneash

You should block your Broadband user name out .  Item 12 on your post