topic Re: Buffering & Freezing in Broadband

Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 09:56:41 GMT

just joined Plusnet on 7th Feb, previous to switching I had NEVER had any buffering when streaming or freezing when on FaceTime. I also keep losing connection to the internet for my video doorbell which I rely on for answering the door as I am disabled & use the doorbell to let people know I am on my way... I am NOT in anyway computer savvy when it comes to routers or understanding most of the technical stuff.. But my TV & Firestick are my entertainment as is my FaceTime with my family..

I could not watch any shows on my firestick last night due to serious buffering, I was told it would take about 10days to settle down so kept hoping for improvement, but sad to say, it just gets worse, I do speed checks and without a doubt my speed drops, Some are just ridiculous then I get a decent reading. I also find I get locked out of my account with an Oooops seems something went wrong, I am constantly having to reset my password.

I have been reading posts for help & also followed instructions on how to enter my router hub. But it made no sense to me.. I did screen shot the technical log or whatever, but can't seem to upload it here..

But any help would be grateful.. I am seriously considering calling to cancel my contract, my next payment is due on March 8th..

But I am hoping someone can help solve these issues..

Thank You in advance for any help you can offer..

Re: Buffering & Freezing

jab1 — Wed, 21 Feb 2024 10:55:26 GMT

@RockStar29 I don't know what service/product you are on, but whichever it is, that speed test looks a little worrying. Are you on ADSL - copper all the way to the exchange, or FTTC - fibre to the street cab, copper for the last bit? If you confirm which, we may be able to offer further advice.

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 11:11:08 GMT

Hi Jab1

I am and always have been on Fibre broadband since ever it came out, I have always had around 50+ Mpbs downloads and on an odd occasion I do get that at least during one speed test out of the many I have been doing per day to see when it would have settled in. I copied this from my welcome to Plusnet email..

Your order

•	Fibre

•	Plusnet wireless router

If we can't deliver your product on time, or miss an appointment, you can claim compensation on your broadband order. Find full details here.

Your line speed

Here's all the speed details you need to know.

Fibre has an average speed of 50Mb download and 9Mb upload.

At peak times, we estimate that you'll get the following speeds on your line:
Download: 72Mb
Upload: 17 - 18Mb
Minimum Guaranteed Speed: 54.6Mb

I have no idea why it is so bad, I have a HUB2 I did get 58Mpbs for about an hour yesterday.. But this is NOT a good service, I was with BT for years moved to sky 2 yrs ago and never once did I have freezing when FaceTiming or buffering more than playing when streaming on my firestick. I get messages saying I have NO internet connection on my LG tv & have to sign in again... NONE of this happened before, I wish I had just cancelled right away but was told to give it 10days for it to settle down to the speed they projected.. Which was always in the 50+ Mpbs..

Thank You for replying...

Re: Buffering & Freezing

jab1 — Wed, 21 Feb 2024 11:14:18 GMT

Thanks for confirming that, @RockStar29 - your speed test looked like you were on ADSL, to be honest. Do you have a land line phone?

Re: Buffering & Freezing

Baldrick1 — Wed, 21 Feb 2024 11:39:07 GMT

@RockStar29

There is one of two scenarios:

1. As @jab1 suggests, you have been provisioned on the wrong service

2. When the service was moved over a fault was introduced to the FTTC service that you had previously.

Either way your choices are to wait and see if a member of the Plusnet Help Team pick up this post or you phone in and report a problem.

Re: Buffering & Freezing

jab1 — Wed, 21 Feb 2024 11:44:48 GMT

@RockStar29 - @Baldrick1 is correct in what he says. My suggestion, if you either don't want to wait for a staff member to reply, or don't want to call in, is to follow the below:

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.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 13:10:14 GMT

Jab1

I did have a landline phone but Plusnet said they were doing away with them, and that the HUB I would get would not require a phone, we never used it anyway, so did away with it..

Thanks for Replying

Re: Buffering & Freezing

jab1 — Wed, 21 Feb 2024 13:14:08 GMT

In that case, @RockStar29 - note the comment at the bottom of my post above yours, and report a broadband issue - there clearly is something wrong, most likely in the OR network.

Is your HUb a Hub1 or Hub2 - I'm guessing it will be a 2?

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 13:16:03 GMT

I have had a clear landline phone in this house for 10yrs now.. Everything worked just fine both with BT & SKY I only left Sky due to their high prices always rising I do NOT have SKY TV or any TV service just Freeview, I mostly have always used the firestick for watching shows.. I have NOT had a good service since 7th February when Plusnet took over.. I think I will call...

I have tried several times but have never got through...

And I sent an email but that was returned saying they do not read e-mails I was under the impression Plusnet had one of the best customer service's provided by any ISP.. Sad to say I find it difficult to get a hold of anyone...

Thanks For Reply..

Re: Buffering & Freezing

jab1 — Wed, 21 Feb 2024 13:18:16 GMT

As said before - use the textbot option to report a broadband fault - it usually sorts things much quicker than calling.

Re: Buffering & Freezing

Anonymous — Wed, 21 Feb 2024 13:19:57 GMT

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 13:21:09 GMT

yes it is HUB2

Re: Buffering & Freezing

jab1 — Wed, 21 Feb 2024 13:23:44 GMT

Good. Just as a bit of help, can you export your Error Log and attach it to a post please - this will confirm or deny my assumptions.

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 13:24:45 GMT

tried calling it rings but just cuts off, so have sent a text..Just have to wait now...

Thanks all for you replies & help..

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 13:59:56 GMT

Hi Jab1

I have no idea what or where to find an error log, HOWEVER I have just come off the phone with someone from Plusnet, thanks to the advice too TEXT HELP, I got a call, and after running speed tests and then going into the router he said the problem seems to be my router... And he is sending another one out to me, should get in in the next few days..

So I told him about the help I have received from the community Form here, as I just could not get through on a phone at all and emails are not read.. So I would like to thank everyone of you who have helped me at least get somewhere today..

Thank You All

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 14:00:56 GMT

Thank you this helped me greatly..

Re: Buffering & Freezing

jab1 — Wed, 21 Feb 2024 14:14:13 GMT

Glad you got a response from PN, although my experience makes me a little suspicious of the agents 'diagnosis'. However, it is possible, so wait until you get the new Hub and have tested it.

I'm out for a while now, but when I get back, I'll post some help so you can find the log - it would be interesting to see what it says.

Re: Buffering & Freezing

Dan_the_Van — Wed, 21 Feb 2024 14:47:44 GMT

@RockStar29

To save time you will find the logs here Home >Advanced settings >Technical log >Event log

Use Export, this creates a CSV file, it is exported to your browsers download folder

Use the paper clip to attach to your post

Re: Buffering & Freezing

Baldrick1 — Wed, 21 Feb 2024 15:12:31 GMT

@RockStar29

To check that you are connected to the correct service, log in to the hub. The second line on the Status page is Connection Type: can you confirm that this reports: Fibre Broadband (VDSL}

Re: Buffering & Freezing

RockStar29 — Wed, 21 Feb 2024 15:35:56 GMT

Hope this works for you..