topic Re: Internet buffering/disconnecting after 9pm in Broadband

Internet buffering/disconnecting after 9pm

MK1 — Sun, 30 Oct 2022 20:56:27 GMT

Issues started last Thursday and have been ongoing since. From 21:00 and onwards, I'm unable to play apps or stream shows (Netflix/Disney/Prime/YouTube) due to constant buffering and disconnection of the internet on my TV. Internet is connected wirelessly through a firestick.

The internet will work fine on other devices during that specific time, so I'm unsure as to what the problem could be?

Re: Internet buffering/disconnecting after 9pm

corringham — Mon, 31 Oct 2022 09:15:28 GMT

From my experience of a buffering TV, there are several possible problems.

The most likely is probably the WiFi connection - is it possible to try a wired connection to rule that out? Alternatively try changing the router to use a different channel.
When I had ADSL Max the download speed would suffer if there was any upload activity, so if you have a low upload connection speed it could be that some other device is using the upstream bandwidth (a backup to the cloud perhaps).
Some TVs do not stream smoothly - my LG TV fetches data in bursts every 10-15 seconds. It seems to do this when there is around 5 seconds of buffered data remaining, so if it takes longer than that to fetch the next batch of data it ends up buffering. Even though on paper my connection was plenty fast enough, this behaviour often caused buffering if any other device was using the connection even a little. I fixed that by changing to 4G broadband.

Re: Internet buffering/disconnecting after 9pm

MK1 — Mon, 31 Oct 2022 11:22:16 GMT

Thank you for the detailed post.

Unfortunately, connecting wirelessly is the only option currently. I should note, this has never been a issue before (long term PN user) and seems to have only developed recently.
I switched to a PN Hub 2 on Saturday, and the buffering still persists. To add to the frustration, the Internet has been disconnecting all morning today, this time across all devices. Not a great start to the morning when WFH!

Re: Internet buffering/disconnecting after 9pm

jab1 — Mon, 31 Oct 2022 11:29:44 GMT

@MK1 Maybe, just maybe, the problems you started to encounter initially were the early manifestations of the issue you now have with your network today.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Internet buffering/disconnecting after 9pm

corringham — Mon, 31 Oct 2022 11:31:29 GMT

If you are now experiencing disconnections too, then there may be a fault. If there are also periods of packet loss that could be a cause of the buffering.

Are you able to examine the router's logs? - error seconds, SNR, etc may shed some light on the issue.

Re: Internet buffering/disconnecting after 9pm

MK1 — Mon, 31 Oct 2022 14:25:05 GMT

@jab1 - I think you may be correct. It also seems the issues began almost immediately after a switch to fibre extra was made.

I've ran the phone test and it's come back clear.

@corringham - Could you please advise how or where I can review the router logs?

On a related note, I spoke with a PN advisor after my previous post and was informed that this seems to be an external problem, and one which will be referred to btopenreach to fix/investigate which will take up to two days.

Meanwhile I'm still without the net and subsequently unable to WFH. What is the process in seeking compensation in this regard?

Re: Internet buffering/disconnecting after 9pm

jab1 — Mon, 31 Oct 2022 15:42:09 GMT

@MK1 OK, the fault is therefore most likely on the broadband side of the circuit, but should be rectified once an Openreach engineer investigates. The compensation will be as set out in these terms: https://www.plus.net/help/legal/automatic-compensation/

Assuming a Hub2, the logs can be accessed on the page in the picture below:

Re: Internet buffering/disconnecting after 9pm

corringham — Mon, 31 Oct 2022 16:25:03 GMT

@MK1, I've always used my own routers, so I know very little about Plusnet's routers. It should be possible to get some useful info somehow...

@jab1, the log page you highlighted will show disconnections etc, but is there another page that has error seconds, SNR, etc, that would show evidence of noise (REIN)?

Re: Internet buffering/disconnecting after 9pm

jab1 — Mon, 31 Oct 2022 16:37:36 GMT

@corringham I have never used any of the 'Hubs' - my last PN modem/router was the TG582N and I now use a FritzBox 7530, but I understand there is an option - on the 'select' button on that screen to choose alternative logs.

the 'WAN' option may be interesting.

Re: Internet buffering/disconnecting after 9pm

Townman — Mon, 31 Oct 2022 18:39:06 GMT

@MK1

Technically, you are using a RESIDENTIAL grade service which has a 72-hour repair target. Only after the expiry of that target does the consideration of "compensation" arise.

If you have a "mission critical" need for a more responsive service, then a residential grade service might not be the best option for you. Being reliant on a SINGLE copper wire is a high-risk game where your livelihood is concerned.

Some providers do offer same day (same half day) response services and or resilient connections ... but you pay a lot more for them than PlusNet charge. See SoHo::1 (aa.net.uk)

Re: Internet buffering/disconnecting after 9pm

MK1 — Mon, 31 Oct 2022 20:07:32 GMT

@Townman - Well that's a farce. If I'm paying for a service and PN fails to provide that service, thereby effectively not complying with its terms and conditions, then compensation should be automatically applied, irrespective of the timeframe.

I've been a long term service user of PN, and I can't say I've ever experienced these lengthy 'glitches', so having a back up has never been a requirement. Having read some of the posts on this forum this seems to be a reoccurring issue amongst users, whereby switching to fibre creates constant disconnects. Had I known this was such a prevalent issue, I would have stuck with normal broadband.

Re: Internet buffering/disconnecting after 9pm

jab1 — Mon, 31 Oct 2022 20:19:55 GMT

@MK1 I'm certain @Townman will respond, but as he points out, there is a standard 72 hour response period for BT/OR to respond in, and that is covered within the terms and conditions you signed up to as a RESIDENTIAL customer, so they (Plusnet) are complying with the terms and conditions,

As someone who is very active on here (sometimes I wonder why) I don't see the 'switching to fibre' causing the issues - yes, most issues are now on fibre connections, but that is because the vast majority are on such a connection.

Re: Internet buffering/disconnecting after 9pm

MK1 — Mon, 31 Oct 2022 20:29:29 GMT

@corringham - the events log is 122 pages long, not sure if there's a way to view a condensed version of this.

The 'select' tab which Cab1 has referenced provides options of MDW, WAN, PPP and LAN, if that's of any help?

Re: Internet buffering/disconnecting after 9pm

jab1 — Mon, 31 Oct 2022 21:00:37 GMT

@MK1 As I said above (post #9) the WAN tab is useful, as would be your Help Desk page (with the 'username obscured).

Re: Internet buffering/disconnecting after 9pm

Dan_the_Van — Mon, 31 Oct 2022 21:38:16 GMT

@MK1

If you have a Hub Two click on Export on the event log screen it will save the log file as a CSV file to the download load folder of your pc, attach the csv file to this thread. Suggest you leave category as ALL. A text filter can be used for keyword search

I'll take a look at it tomorrow if no one else has.

Dan

Re: Internet buffering/disconnecting after 9pm

Townman — Mon, 31 Oct 2022 22:27:56 GMT

@MK1

The compensation scheme only applies where there is a complete loss of service extending beyond two clear days after the day on which the issue was reported.

It is not clear from the various posts here that this is a complete loss of service, thus the applicability of the Ofcom compensation scheme here is not clear.

Regardless, where a user is so very reliant on having a working connection for essential business purposes, it would be unwise to operate (by design or wreaklessness) on a single connection. Having fall back to another line, or (as offered by BT and EE) a service which facilitates 3/4G fall back operation, would be a wise approach.

Re: Internet buffering/disconnecting after 9pm

MK1 — Mon, 31 Oct 2022 23:24:47 GMT

- Thanks! I’ll upload the log tomorrow.

@Townsman - I would hazard a guess in that not being able to access/use the service would constitute as a loss of service, which applies in my situation.

Yes, I appreciate everyone would care for a fall back plan in the event of an ‘what if’ situation. However, in reality, cost saving matters, and I expect PN to uphold the service it promotes. There should be no need to apply further expenditure on a backup.

Either way, my contract is due to renew in the next few days. If the problem remains, well then it’s time to switch to another provider.

Re: Internet buffering/disconnecting after 9pm

Townman — Tue, 01 Nov 2022 08:40:15 GMT

...but given that the issue appears to be with the BT Openreach infrastructure and their SLAs, changing ISPs will make diddly squat difference unless YOU choose to pay more for a business grade service.

Re: Internet buffering/disconnecting after 9pm

corringham — Tue, 01 Nov 2022 09:48:09 GMT

@Townman, so what you are really saying is that Plusnet is not suitable for anyone who works from home?

Even a Plusnet business broadband account has the same fault resolution target (unless you pay an extra £8.50pm (+VAT?) for Enhanced Care which has a 24 hour target), although the business package comes with a target 8 hour "response" target, so at least you'd get an acknowledgement of your fault report. There is no option for a 4G failover, even with a business account.

Re: Internet buffering/disconnecting after 9pm

Townman — Tue, 01 Nov 2022 10:30:39 GMT

@corringham

If earning one's living at home is so dependent on a working internet service, it would be prudent to select a service provision which assured high availability - as does commercial business premises services. High availability is attained from either...

A highly responsive SLA for repairs
A service which does not have a single point of failure - that is there is in-built redundancy

Resilience need not come from the same service provider - the availability of a PAYG MiFi would be a good "insurance" plan for the rare occasions that the primary service is not available. High availability (with some manual intervention) need not come at a high cost, but if it is deemed so ESSENTIAL then it needs to be planned for.

None of these services are sold as 100% reliable (because they are not) - if one is 100% dependent on them, it would be wise to plan and pay for resilience thought appropriate to the risk and consequences of being without the connection. Compensation somewhat points to an expectation of someone else dealing with an issue one has not considered in the choice of buying the cheapest option in town.

In summary, if the loss of the ONE connection was so mission critical, I would look to have a fall-back plan, probably not from the same supplier or using the same technology.

As ever, stimulating input from you, which has prompted me to consider what happens if the new Plusnet Business service to the village pub I am about to commission goes down? Last time I was in that environment, we had to go cash-only on the multiple occasions that BT OR broke the aluminium circuit (even with 24-hour business cover). On one occasion it broke 30 minutes after a Friday afternoon "repair" and took until Sunday morning to get fixed ... Plusnet moving heaven and earth to get BTOR out again.

Thank fully these days, card payment machines have in-built resilience, they can flip over to SMS ... which is fine if there is a decent mobile signal.

... on another front a total power-out would be a different matter which many commercial business premises have back-up generators for!