on 01-08-2021 10:32
Hi there,
For some time now I've found I have to keep resetting my router each morning in order for me to gain internet access. I thought it was an issue with my old laptop, but I've recently bought a new one and the same thing happens with this machine too.
It is an old router so I have considered that's the issue, but I'd appreciate any advice.
Thanks.
Answered! Go to Answer
02-08-2021 16:02 - edited 02-08-2021 16:03
That was possibly a fob to get you off the phone - as there is shortage of new Hubs at the moment - so they will only upgrade faulty ones.
Check for known faults as below - if nothing shows there - call in again and if they say it again get the fault reference number from them.
Also tell them that your Hub is not capable of broadcasting the 2 wifi frequencies (2.4 & 5 GHz) simultaneously - so you cannot connect your faster devices (modern phones/laptops etc) on the faster 5 GHz band at the same time as your 2.4 only ones (Doorbells, cameras, some printers, CH controllers, smart meters, etc.) and hence it is not fit for purpose (as well as faulty!) E.g., my iPhone gets ~220mbps on 5GHz but only ~50mbps when I switch it to the 2.4 one.
_______________________
As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
on 01-08-2021 16:43
on 01-08-2021 17:01
It's a Superhub 1, as far as I know it's the original router from when my Dad had the internet installed several years ago.
on 02-08-2021 15:35
on 02-08-2021 15:43
@jbrennand wrote:
Blimey.... I thought all of those were being used as doorstops - mine is !
Must you😶
yes you can get a second hand hub 3 unless they got new stock by now or you can put the SH1 in modem mode and get your own router with 1Gb ports
02-08-2021 15:52 - edited 02-08-2021 15:54
I gave CS a ring yesterday evening.
I was told there is an ongoing connectivity fault in my area (the service status doesn't suggest this) and instructed to monitor the situation for another 7 days, if nothing changes then I'd have to call them back to arrange for a technician to come and have a look at the router.
02-08-2021 16:02 - edited 02-08-2021 16:03
That was possibly a fob to get you off the phone - as there is shortage of new Hubs at the moment - so they will only upgrade faulty ones.
Check for known faults as below - if nothing shows there - call in again and if they say it again get the fault reference number from them.
Also tell them that your Hub is not capable of broadcasting the 2 wifi frequencies (2.4 & 5 GHz) simultaneously - so you cannot connect your faster devices (modern phones/laptops etc) on the faster 5 GHz band at the same time as your 2.4 only ones (Doorbells, cameras, some printers, CH controllers, smart meters, etc.) and hence it is not fit for purpose (as well as faulty!) E.g., my iPhone gets ~220mbps on 5GHz but only ~50mbps when I switch it to the 2.4 one.
_______________________
As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.
on 02-08-2021 16:44
I've just called the automated helpline as you've suggested, which confirms there are no known faults in my area, so it looks like I was indeed fobbed off. It didn't stop them trying to get me to add more services to my package though!
I'll give them a ring again and see what they say, then report back.
on 02-08-2021 16:53
on 02-08-2021 17:04
Oh I didn't, I'm happy with my package as it is.
The advisor I've just spoken to was much more helpful, she has arranged for a Superhub 4 to be delivered free of charge and didn't try to make me add anything to my package. Result!