topic Re: Broadband issues in Broadband

Broadband issues

Ragismiks — Tue, 16 Jul 2024 06:59:57 GMT

Hi there
Since I've become an plusnet client our broadband has been shocking. I've been in touch with support and <Redacted> was rseeting the system for me and it's just diabolical. My daughter can't even watch cocomelon on netflix without it buffering every 5mins. I've just received an email after my 14days showing some random speeds etc, my speed doesn't even meet half of the speeds etc email says. Even your own support guy said its shocking.

I want to cancel it as the broadband is unusable. My kids has to use hot-spot to run their Xbox or PC. Internet after midnight is even worse. I've done speed tests and it's around 4-5mb.

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Personal information removed from a public forum (to an area that staff can see).

Re: Broadband issues

Ragismiks — Tue, 16 Jul 2024 01:47:01 GMT

Re: Broadband issues

Ragismiks — Tue, 16 Jul 2024 01:48:53 GMT

Re: Broadband issues

jab1 — Tue, 16 Jul 2024 06:51:23 GMT

@Ragismiks There is obviously a fault somewhere, which the PN 'reset' pbviously hasn't fixed. In order for other Community members to possibly help, can you follow the below -it will give us asolid starting point.

As an aside, your 'ping' is atrocious, and whatever is causing it is probably a major contributor to your isse.

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

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

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

Where the phone line is still active, 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: Broadband issues

Baldrick1 — Tue, 16 Jul 2024 07:24:53 GMT

@Ragismiks

You say: my speed doesn't even meet half of the speeds etc email says. You then report speeds between 6 and 8 Mbps.

Can you confirm your actual guaranteed speed as it sounds that you are either on a very long FTTC line or ADSL. You also say that your family is streaming from Netflix and gaming on an Xbox.

Are you ensuring that none of these are running at the same time as you are conducting a speed test? To be honest, regardless of whether or not you have a fault, based on your information I would question whether your current connection is capable of providing the speed required to satisfy your family needs.

Re: Broadband issues

jab1 — Tue, 16 Jul 2024 07:28:06 GMT

@Baldrick1 Until we get a response (if we do) to my post above, I think the ping results provided are part of the problem. Maybe we wait and see?

Re: Broadband issues

Baldrick1 — Tue, 16 Jul 2024 07:33:52 GMT

@jab1

We obviously need to wait for a response to your post However, I also think it worth testing the assumption that there is a fault. The ping could be due to buffer bloat caused by other running services.

Re: Broadband issues

jab1 — Tue, 16 Jul 2024 07:37:36 GMT

Agreed, @Baldrick1 . If the OPs network is running concurrent intensive services though, on an FTTC service, then their results could be expected.

Re: Broadband issues

markhawkin — Tue, 16 Jul 2024 07:38:30 GMT

@jab1

There are a couple of clues in the "Fast" results.

An upload of 1.8Mb/s suggests VDSL

If the location of Milton Keynes is correct, as I recall due to the way the city was originally built and phone wires provided it's a place with more Internet speed issues than most.

I wonder if the previous service was Virgin Media (which obviously wouldn't have phone line related issues).

Re: Broadband issues

jab1 — Tue, 16 Jul 2024 07:39:42 GMT

Cheers, @markhawkin

Re: Broadband issues

markhawkin — Tue, 16 Jul 2024 07:48:38 GMT

@jab1

Having had a play with the Think Broadband map, if I lived in Milton Keynes I would either be looking at a supplier on CityFibre or Virgin Media.

Openreach FTTP is a bit limited there.

Re: Broadband issues

jab1 — Tue, 16 Jul 2024 07:50:22 GMT

But the user appears to be on FTTC?

Re: Broadband issues

Ragismiks — Tue, 16 Jul 2024 08:12:53 GMT

Ryan (plusnet) technician done the BT checks on m my behalf and everything was fine. He said my router was limited to speeds etc hence it got reset but it hasn't made a difference.

My guaranteed speed was meant to be 13mb

When he done the checks he said the broadband isn't ever used much as in not much is connected just general things. No xbox or pcs etc was running at the time of the test.

I live in a village near Milton Keynes.

We had sky before, sky worked fine, I was getting my guaranteed speeds etc but the price they charge was outrageous. Plus net was half the price for the same guaranteed speeds.

They checked the phone line aswell said everything okay, router location was good.

I just can't work out why it's so rubbish, even the technician said he can't understand why it's so bad. I'm still in my reset period, 2 days left but it's not got better even in slightest.

Re: Broadband issues

Ragismiks — Tue, 16 Jul 2024 08:16:48 GMT

I'm at home on my own at the moment, literally everything is switched off, I can't even open my BT speed test as broadband is so slow.

I work at nights and most nights I need to use my 4g on phone to run laptop or phone to even get simple things like emails as with WiFi nothing comes through.

Re: Broadband issues

jab1 — Tue, 16 Jul 2024 08:20:50 GMT

@Ragismiks Complete as much of my request above that you can - as I said, we need a little more detail.

Re: Broadband issues

Ragismiks — Tue, 16 Jul 2024 08:26:14 GMT

Okay no probs will do.

Thanks for all the help so far 👍👍

Re: Broadband issues

Ragismiks — Tue, 16 Jul 2024 08:49:42 GMT

Re: Broadband issues

Ragismiks — Tue, 16 Jul 2024 08:50:53 GMT

Wifi that bad this morning I can't even access the broadband speed site.

Turned wifi off works fine.

Netflix won't run, says connection problem.🤦‍♂️

Re: Broadband issues

jab1 — Tue, 16 Jul 2024 09:00:52 GMT

'@Ragismiks That availability checker result does not make sense - you are on an FTTP priority exchange and yet it is 'not available' ?

Are you saying you are now using a wired connection?

@MisterW / @Dan_the_Van - any thoughts?

Re: Broadband issues

MisterW — Tue, 16 Jul 2024 09:10:32 GMT

That availability checker result does not make sense - you are on an FTTP priority exchange and yet it is 'not available' ?

@jab1 perfectly ok. It means that the exchange area is FTTP priority. It doesnt mean that FTTP is available in all locations in that area. If its available in the location then ONLY FTTP can be ordered, if its not available SoGEA can be ordered , as in this case.