Glitchy 5GHz WiFi Hits Users of UK ISP Plusnet’s Hub One Router UPDATE

Some customers of Plusnet’s broadband service, specifically those using their Hub One router (re-branded BT HomeHub 5A), are suffering from unstable internet connectivity when connecting to devices via the 5GHz WiFi band. The issue began earlier this year.

The 5GHz band is generally considered essential in order to get the best network speeds while closer to your router and also for reducing the impact of interference from other wireless networks nearby. As such anything that disrupts its usability is something that can hurt, although since many people will often connect via the slower 2.4GHz band by default then they may be unaware of the problem.

Experiences vary, although the bug itself was first spotted around March 2019 (Plusnet community forum), which followed a firmware update of the Hub One to v4.7.51.83.8.263. Since then a steadily rising number of Plusnet’s customers have been reporting intermittent or completely unusable internet connectivity when devices are connected via 5GHz.

Initially the ISP tried to work around this by offering to downgrade the firmware on affected routers, which seemed to work for several customers but a support agent for the provider later advised that “unfortunately, a firmware downgrade on its own is unable to resolve the problem.” Another agent later suggested that “if you want to make use of the 5GHz wireless frequency you may need to purchase your own router.” Nice.

Since then the provider has spent months analysing router logs in the hope of getting to the bottom of the seemingly complicated issue, although they’ve so far been unable to produce a permanent fix or say when one might be issued. In the meantime more of Plusnet’s customers have been spotting the same problem and reporting it.

Sample Customer Complaint 1

“Just to add to this conversation, this morning my 5ghz is dead completely. It used to be that I could connect, the connection would eventually die, and then I’d disconnect and connect again. This morning though I can’t connect to 5ghz WiFi at all, across multiple devices.”

Sample Complaint 2

“I get random drop outs of internet connection on phones/ tablets and the smart TV. The Samsung smart TV won’t reconnect without a power down. All are connected to the 5ghz. Zero problems with 2.4ghz connected devices like my smart thermostat, Xbox and some other smart TVs.”

Sample Complaint 3

“Plusnet suggested my devices were faulty. None on the 2.4GHz are affected – ever and those connected via a cable – PC, Hive hub etc aren’t affected either. Anything the can connect to 5.GHz can connect only after a hub restart but even then it drops the 5GHz band very quickly.”

Sample Complaint 4

“From around Feb 2017 until 28 March 2019, I was on v 4.7.5.1.83.8.217.1.1. I had NO problems for over two years until you upgraded me to v 4.7.5.1.83.8.263 one night when I experienced exactly the same problems everybody else is complaining about. i.e. 5GHz acts like it is working, but it is not. Reboot, it works for a day or so.”

As above, rebooting the router tends to fix the issue but this only lasts for a short period (a few hours or days) before the problem returns. Generally we don’t advise rebooting routers on DSL (ADSL / VDSL) lines too often because that can sometimes impact your connection speed (i.e. it may look like a line fault to DLM – Dynamic Line Management).

We note that some customers have had a bit of luck in setting the router’s DHCP lease time to 21 days and then restarting it (i.e. the problem may still return but this can delay it – doesn’t work for everybody), although doing this can cause other connectivity issues with certain devices. Otherwise customers may be forced to stick with the 2.4GHz band (with 5GHz disabled) for now in order to maintain a stable connection.

As usual there are also the more costly fixes, such as buying a better third-party router or a mesh WiFi system (the latter essentially replaces the Hub One’s wireless network). We have requested a comment from Plusnet and will report back when one arrives. In the meantime we note that the ISP has been engaging with the router vendor/firmware engineers in order to try and find a fix but this is proving to be difficult.

As one of Plusnet’s veteran admins, Bob Pullen, recently said: “I’ll be the first to admit that this problem has been around far longer than we’d have liked. Largely attributed to our complete failure to replicate the behaviour in the lab. In an ideal world, we’d have collectively identified a particular device/config that can be used to reproduce the error (all ears if anyone has any suspicions). I’m confident things would progress in leaps and bounds if we could get to this stage.”

UPDATE 19th Nov 2019

We’ve had the following comment from Plusnet.

A Plusnet Spokesperson told ISPreview.co.uk:

“We’re working to fix an intermittent Wi-Fi connectivity issues affecting a small number of customers following a firmware update earlier in the year. We’re working with our technology partner to find a solution as quickly as possible, and helping affected customers with temporary fixes in the meantime.

Customers who are experiencing this issue may wish to try temporarily disabling the 5GHz radio in the router settings, or contact us on 0800 432 0200 or @Plusnethelp and we’ll be happy to help.”