no ip address could be provided to my phones and ipad

[#1]

Hiya @charlesso, thanks for the update and I am pleased you were able to fix it.

Please get back to us if you have any further queries.

[#2]

My problem haven't fixed really as I only can use 2.4GHz in some devices (I don't know why). Would Plusnet please arrange change my router for the real solution to me? 

[#3]

Hi @charlesso

I'm really sorry to see you're still having Wi-Fi issues.

Before we replace the router as it may not actually be faulty, what happens when you try to connect your devices onto 5GHz? Do you see a particular error message?

Also, did you try the factory reset, as well as "forgetting" and reconnecting up to the WiFi network on your affected devices?

I'd note that if you do a factory reset then you'll need to separate the 2.4GHz and 5GHz wireless frequencies again.

Let me know how it goes.

[#4]

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@charlesso wrote:

My problem haven't fixed really as I only can use 2.4GHz in some devices (I don't know why). Would Plusnet please arrange change my router for the real solution to me? 

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Are all your devices capable of a 5GhZ connection? - some older ones may only be 2.4GhZ capable.

[#5]

I have tried to reset the router by all means of method including unplug the power/ reset/ restart it before I learn how to separate two frequency.

[#6]

Yes, all my devices are compatible to 5Ghz connection. No any problem in the first 3 months. 

[#7]

@charlesso OK - it was just a thought.

[#8]

Thanks for getting back to us @charlesso, tho9ugh it's still unclear as to whether you've done a factory reset of the hub. To do this, you'll need to push a pin into the reset hole at the back of the router, and hold it in until the light at the front goes green.

[#9]

Hi Adam,

I tried to reset the router according to your suggestion but it still doesn't work.

[#10]

Thanks for confirming that @charlesso. A thought has occurred to me and I can't see it's been mentioned so far in the thread - Have you made sure all of the affected devices are running on the most up to date version of their firmware/software?

[#11]

I am sorry to let you know that I don't think the software of five to six devices are not up to date in the same time and this problem started in a midnight for those devices which involved i-phone, i-pad, laptop and also android devices. 

[#12]

Thanks a lot for getting back to us @charlesso and I'm sorry to hear that the issues continues. I've just had a look in the account and can see that our Technical Support Team have processed a new router to be sent out. You'll be receiving this within the next 3-5 working days.