Problems with Hub 2

[#1]

Hi all,

I have upgraded to the hub 2 recently and now it's not working anymore. I noticed the wi-fi stopped working once in a while everyday and then today it literally became unusable as it's working for a minute and then it's down for 10.

The lights are blue and all devices remain connected to the wifi but there is no internet and nothing loads. I have now plugged back the Hub 1 I still have and it is working good with no interruptions. Diagnostics Bot also did not find any faults on my line.

Have tried changing to different channels to see if that made a difference but sadly not. Turned on/off a few times and factory reset the router too and not fixed. Any thoughts on what might cause this? Is it a faulty router although it's only 1 week old?

[#2]

What does your broadband UPLOAD speed normally achieve in a speedtest ?

Does anyone on your WiFi use Apple iPhones, iPad, etc ? -

    -  if so power them ALL off (when using the Hub-2) and see whether your problem disappears.

Is there any specific reason you'd want to use a Hub-2 in preference to the Hub-1 ?

    -  if I had the choice I'd use the Hub-1 in most circumstances.

.

[#3]

@tudorradulescu Has the Hub2 ever worked properly since you installed it, or has it always had this issue?

[#4]

Moderator's note:
Thread moved from Broadband to My Router

[#5]

It has worked well in the first few days after I got it

[#6]

Hi outcast thanks for your reply.

I am on a phone line so normally I get a steady 16 down and 1 upload. I live on my own so there is usually only one device used at a time or my phone and tv with youtube.

I have two apple devices (phone and work laptop), a windows laptop and samsung TV. The issue persists across all of them, but I will try turning off the apple ones and see what happens.

I have no real preference in using the Hub 2,
but thought it would be better in some way than the previous one.

[#7]

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@tudorradulescu wrote:
It has worked well in the first few days after I got it

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How recent is recent?

From your above reply, you have nothing there which would cause issues.

Which Hub is connected currently?

[#8]

@tudorradulescu wrote:

"It has worked well in the first few days after I got it"

I'm wondering if this problem starting coincided with the Hub2 updating its firmware and that update going wrong in some way?

.

[#9]

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@tudorradulescu wrote:

I am on a phone line so normally I get a steady 16 down and 1 upload.

If I were you, I'd definitely stick with the Hub-1, as the Hub-2 has always had a problem dealing with an upload speed that low, especially when combined with iPhones doing backups uploading to iCloud or otherwise 'phoning home' to Apple servers.

However, you might have a bigger problem than the poorly performing Hub-2.

A few questions -

1. Do you know whether your broadband is ADSL or FTTC ?
2. Do you still use a landline phone ?
3. Do you use Plusnet email ?
4. Are you aware of any options to be able to upgrade your broadband to a faster service ?
5. Do you own any other routers - and if so what make and model are they ?

.

[#10]

@tudorradulescu 

Can you post here a screen capture of what broadband services are available to you from Openreach ?

Follow this link - https://www.broadbandchecker.btwholesale.com/#/ADSL 

Either enter your Telephone Number and SUBMIT, or click on the Address Checker tab, enter postcode, SUBMIT, etc

On the resulting page, capture a screenshot from BELOW your phone number or address, down to the bottom.

Then post that screenshot here using the [Insert Photos] icon above the forum edit window.

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[#11]

@outcast TBH, it would be much more helpful if we had seen the error log from the Hub2 before the OP had reverted to the Hub1. I don't think, personally, looking at available products is that helpful.

[#12]

@jab1 

That is a waste of time, a Hub-2 log won't prove anything, the line is "steady 16 down and 1 up", and the Hub-1 works.

The known issue is that specifically Hub-2's don't work well with 1Mb upload bandwidth - especially combined with iPhones.

The bigger problem is that 16/1Mbps broadband suggests ADSL which Plusnet are about to abandon ! so need to explore an escape plan if SOGEA isn't available.

.

[#13]

But we need to know why it worked (for an unspecified period) and then developed 'a problem' - which sight of the log may give us a clue to.

I work on the principle of sorting a problem, rather than introducing complications - can save a lot of unnecessary grief.

[#14]

Would the Hub-2 log show that an iPhone remained idle for hours, and then starts bulk uploading to it's backup server, overwhelming the Hub-2 upload bandwidth, and completely knocking out all other internet traffic ?.

It likely 'developed a problem' because networked devices don't spend all their time uploading, but the issue is noticed when the rogue device hogs all the bandwidth - which when the upload is only 1Mbps is very easy to overload.

iPhones are notorious for using all the available bandwidth, because that's what makes then appear to operate so quickly.

The status quo position of continuing the Hub-1 is perfectly fine, there's no need to move to the Hub-2 just because it's there.

However getting off ADSL should be a priority, especially if @tudorradulescu  is unaware it's about to be withdrawn !

.

[#15]

Would the Hub-2 log show that an iPhone remained idle for hours, and then starts bulk uploading to it's backup server, overwhelming the Hub-2 upload bandwidth, and completely knocking out all other internet traffic ?.

Possibly not, but until we saw said log, we wouldn't know what errors/issues it was reporting, which may be totally unconnected with the hypothetical iPhones activity.

However, unless/until the OP returns with more information/detail, all this is supposition, and that is something I avoid when trying to help people - you obviously have a different approach.