topic Re: Horrendous broadband service - Last call for help. in Broadband

Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 00:30:37 GMT

Evening.

I’ve spoken to so many operators at Plusnet Fault assistance on the phone, and had no many engineers round the only thing I haven’t done is posted something on the forum for one last chance at something helping the current situation.

I’ve lived at my current property now for over a year and a bit, when I first moved the connection was slow, but stable, which is fine.

Whats not fine is what its developed into, the buffering, lag and latency issues making it completely unusable. We cannot stream, we cannot game (both and my partner play, but only one at at time). We cannot have more than one device connected at any one time otherwise nothing loads at all. And if it does load, and one of us forget to turn off the wifi on our phones, even a Whats App message makes it jar up.

As mentioned we have had probably 10+ engineer visits, the first ones would fix it for 2 weeks to a month, then it would degrade again, every time. Now I am just being told the line is fine. I literally dont know what else to do, and I cannot bare speaking to another person on the phone telling me to change my Wifi channel, or am I using the right cable. The issue is on wired and wireless devices.

Any assistance at all would be appreciated greatly.

Re: Horrendous broadband service - Last call for help.

jab1 — Wed, 20 Sep 2023 06:41:53 GMT

@Roxiefrost

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 07:40:51 GMT

Thank you, will try this shortly.

I have a package that no longer has a phone line, broadband only, will that cause an issue with this test?

Re: Horrendous broadband service - Last call for help.

MisterW — Wed, 20 Sep 2023 07:48:37 GMT

@Roxiefrost you will not be able to do the Quiet line test but the the results from the BTw site and the router helpdesk will still be useful

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 08:09:47 GMT

Right so I've run a few different test that I can from a few different sources, results are below.

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 08:10:20 GMT

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 08:14:36 GMT

Re: Horrendous broadband service - Last call for help.

MisterW — Wed, 20 Sep 2023 08:17:13 GMT

@Roxiefrost your upload speed is VERY slow, can you post the router technical log/helpdesk information please, as @jab1 requested

Re: Horrendous broadband service - Last call for help.

jab1 — Wed, 20 Sep 2023 08:18:56 GMT

Also, @Roxiefrost What package are you on?

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 08:22:45 GMT

@MisterW @jab1 I assume this is what you might mean?

This is a list of your Plusnet Hub settings and current statistics.

Product code:Plusnet Hub Two

Serial number:+108417+2320009460

Firmware version:v0.10.00.04201-PN

Firmware updated:14-Aug-2023

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:1 Day 18 Hrs 3 Mins

Data rate:800 Kbps / 26.077 Mbps

Maximum data rate:1.593 Mbps / 29.425 Mbps

Noise margin:19.1 / 8.8

Line attenuation:13.8 / 29.9

Signal attenuation:10.8 / 42.6

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:4.9 GB Uploaded / 204.2 GB Downloaded

Broadband username:

2.4 GHz wireless network name:PLUSNET-3PC9FS 5hgz

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:PLUSNET-3PC9FS 5hgz

5 GHz wireless channel:Smart (Channel 40)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:

Software variant:-

Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 08:24:40 GMT

@jab1 I am on a broadband only package, every time I ring they seem to tell me I'm on a 70/40 or 70/20Mbps line, I'm not 100% sure. Obviously I'm aware I won't get those speeds.

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 08:26:03 GMT

@MisterW @jab1

Having a quick look, having a loaded latency rate of 2.something SECONDS, doesn't seem ideal to say the least.

Re: Horrendous broadband service - Last call for help.

MisterW — Wed, 20 Sep 2023 08:34:54 GMT

I assume this is what you might mean?

@Roxiefrost yes.

Data rate:800 Kbps / 26.077 Mbps

Maximum data rate:1.593 Mbps / 29.425 Mbps

Noise margin:19.1 / 8.8

Those figures, particularly the upstream, look awful.

What are your speed estimates ? Use the BTwholesale address checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome , put in your postcode and select the address. Post the results ( but redact your address , this is a public forum )

How is your router connected to the phone line ? do you have a modern dual master socket (NTe5C & Mk4 faceplate)?

Re: Horrendous broadband service - Last call for help.

Dan_the_Van — Wed, 20 Sep 2023 08:41:19 GMT

@MisterW

Worth noting

DSL uptime:1 Day 18 Hrs 3 Mins

Data sent / received:4.9 GB Uploaded / 204.2 GB Downloaded

Re: Horrendous broadband service - Last call for help.

MisterW — Wed, 20 Sep 2023 08:44:41 GMT

Yes, the DSL uptime is short, indicating a line problem

Aren't the Data figures for the total uptime of the router rather than the DSL uptime though ?

Re: Horrendous broadband service - Last call for help.

dvorak — Wed, 20 Sep 2023 08:48:34 GMT

It doesn't appear so looking at mine:

Connection time:

0 Days 9 Hrs 19 Mins 44 Secs

Data usage:

1.2 GB Uploaded / 17.5 GB Downloaded

Until the early hours drop my connection have been up for 100 days and was showing > 10TB usage.

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 08:51:39 GMT

@MisterW - Here you go, screenshot below.

@Dan_the_Van @dvorak My partner has recently bought a new laptop and have been installing programs and games over the last few days, but please rest assured we aren't stupid enough to complain about internet issues while these things are downloading. We know that since we have lived here, if ANYTHING is downloading, that means we can't do anything else so it's left on over night.

Re: Horrendous broadband service - Last call for help.

MisterW — Wed, 20 Sep 2023 08:50:09 GMT

I stand corrected.

Re: Horrendous broadband service - Last call for help.

MisterW — Wed, 20 Sep 2023 08:58:31 GMT

@Roxiefrost thanks for the BTw estimates, your downstream sync is BELOW the handback threshold, so I don't see how support can claim 'the line is fine'!. The upstream is awful.

You say, you have had a number of engineer visits already, were they Openreach or Cube engineers ? and what have they actually done so far ?

Is your router connected directly to the master socket ?

do you have any additional extension sockets ?

Re: Horrendous broadband service - Last call for help.

Roxiefrost — Wed, 20 Sep 2023 09:17:04 GMT

@MisterW It's been both, the last one was a cube engineer who plugged his laptop in, change a few things then left.

The router is directly plugged into the master socket mk4, and there are no additional extension sockets.