Hub One - 5GHz WiFi issue

[#1]

There are a number of people on this thread, including myself, who have bought new BT routers and been reimbursed by Plusnet. They know it's an issue - it's been published twice as an issue in computer magazines as it first arose in March 2019. I got a much better router and I got the cost and postage back. Don't leave Plusnet just get them to pay for a different BT router

[#2]

---

@TrevB wrote:

Dear Bob, there are now 187 pages on this thread, you keep saying you can’t reproduce the issues in the lab, you clearly seem to have found a solution in the latest firmware release. Anyway what I wanted to say was,  now you know this , why are Plusnet still sending out routers that have the old firmware it’s madness...

---

Yes, we have found a solution, and we have already deployed it to hundreds of thousands of customers' Hubs (although many won't have been suffering this problem).

Unfortunately, as is sometimes the case in this field, incremental issues were identified with the newer builds and it was considered apt to pause so they could be fixed.

Until we have the confidence of having successfully completed a full sweep of everybody's hub, then policies will not be put in place to automatically upgrade to the latest version on connection, or use the newer build in production.

I know it's not an ideal situation but I can't do much more than re-iterate that this has had my utmost attention for a significant period of time; and it continues to.

The wider deployment recommences first thing next week, and I'm hopeful that I can ask the mods to lock this thread before the year is out.

For those that have recently requested an update, I shall try and attend to it tomorrow.

[#3]

---

@knoxy7777422 wrote:
I've just managed to exit my contract due to the router causing upload speed sync issues, which ironically Plusnet took over 30 days to acknowledge was a router issue

---

This is news to me. I'm not aware of any acknowledged problem with upload sync speeds

[#4]

---

@viffergb wrote:

Can anyone advise if there is a specific time window when firmware updates are pushed out to the router?

---

When you reconnect your hub, it should download the new firmware either on first connection, or on next inform. Once downloaded, it will schedule a reboot for early hours of the following morning.

You may be able to accelerate this by reconnecting your hub for an hour or two and then manually rebooting/restarting it. With a bit of luck that should see you on the new firmware.

PS. for others that are reading, this only applies to @viffergb 

[#5]

@bobpullen Three engineer visits and it was narrowed down to the router-i'm not sure whether the hardware is damaged or a software issue. The upload sync would drop from 10Mbps to 5 and then 0.5 after a few days. I was resetting the hub nearly everyday before the .273 update so maybe didn't notice-the drop only happened after a couple of days of continuous connection-which I was only able to achieve after the update.

[#6]

@knoxy7777422 - thanks. There have been a number of DSL driver updates in more recent firmware builds which may have helped. Regardless, I'll keep an eye out. Your's is the first case of this I've come across.

[#7]

---

@bobpullen wrote:

---

@viffergb wrote:

Can anyone advise if there is a specific time window when firmware updates are pushed out to the router?

---

When you reconnect your hub, it should download the new firmware either on first connection, or on next inform. Once downloaded, it will schedule a reboot for early hours of the following morning.

You may be able to accelerate this by reconnecting your hub for an hour or two and then manually rebooting/restarting it. With a bit of luck that should see you on the new firmware.

PS. for others that are reading, this only applies to @viffergb 

---

Thanks Bob 👍.  I'll have a go tomorrow.

[#8]

Out of curiosity, if the Hub One is showing today's date as "Last updated" does that mean it has installed the update, or just d/loaded it?  Apologies if that's a daft question 🥴.

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.

[#9]

@viffergb What version is it showing on your machine?

[#10]

What I noticed is when the firmware update was pushed to mine the other day and prior to physically hard rebooting, I saw the last update date had changed but the version number was the original one.

Just out of curiosity I thought I'd try and connect via 5Ghz and it worked straightaway so it would appear that when the firmware is pushed it will run from the get go and the act of rebooting will then update the version number to reflect the update. It hadn't soft re-booted either as the connection time was correct from a hard reboot from days ago.

Regardless it's obvious that it's best to reboot after such an update anyways but like I say it does appear to take effect without one happening.

[#11]

---

@jab1 wrote:

@viffergb What version is it showing on your machine?

---

Still showing .....263 so I guess it hasn't updated,  and as it's been powered up for nearly 7 hours since the download, I assume I ought to hard boot the router as suggested by BobP.  Interestingly devices connected to the 5GHz WiFi are solid and currently not had any issues.

Graham

[#12]

Yep - Bobs instructions are very valid - and the only way to ensure the upgrade has taken completely.

[#13]

---

@Amoxitine wrote:

What I noticed is when the firmware update was pushed to mine the other day and prior to physically hard rebooting, I saw the last update date had changed but the version number was the original one.

---

---

Yes, exactly what I am seeing

---

@Amoxitine wrote:

Just out of curiosity I thought I'd try and connect via 5Ghz and it worked straightaway so it would appear that when the firmware is pushed it will run from the get go and the act of rebooting will then update the version number to reflect the update. It hadn't soft re-booted either as the connection time was correct from a hard reboot from days ago.

 Same here.

Thanks for the 'heads up'.  Always useful to hear others experiences 👍

Graham

[#14]

---

@Amoxitine wrote:

Just out of curiosity I thought I'd try and connect via 5Ghz and it worked straightaway so it would appear that when the firmware is pushed it will run from the get go and the act of rebooting will then update the version number to reflect the update. It hadn't soft re-booted either as the connection time was correct from a hard reboot from days ago.

Regardless it's obvious that it's best to reboot after such an update anyways but like I say it does appear to take effect without one happening.

---

I think this is coincidence to be honest. A reboot is required to apply the firmware.

@srgrice wrote:

I restarted around 2 weeks ago. Do you know if the update was pushed successfully as currently still have 5g turned off so I can use the wifi? Will test if so.

Yes, it was successful so feel free to re-enable the 5GHz radio.

@rjt @dmacaulay @dodger2 & @mcalrissian - I've just pushed the update your way. You'll need to restart/reboot your hubs to apply it.

[#15]

I can confirm my 5GHz radio is running fine after rebooting my Hub One and updating to the latest firmware some 10 hours ago.