topic Re: Issues with buffering/lag in Broadband

Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 17:24:49 GMT

We are having issues with regular buffering and lag, over WiFi.

It’s not multiple devices all trying to do too much for the line at once.

We have done a quiet line test using a corded phone on 17070 and it’s quiet.

Looking at the info in the hub one I can see that all devices are connected using 2.4ghz, none use 5ghz. I tried separating the bands and giving them slightly different names, but I couldn’t even manually connect to 5ghz.

I’ve tried using the BT checker and get this:

Summary of Performance Test
Timestamp
Sunday 10 November 2024 | 14:28:11
Ping
14 Ms
Download
33.67 Mbps
Upload
5.57 Mbps

Summary Advanced Test
Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

Re-running it hasn’t helped. Does anyone have any further advice please?

Edit: Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.3 | Last updated 15/12/21

Re: Issues with buffering/lag

jab1 — Sun, 10 Nov 2024 17:29:26 GMT

Silly question, but are any of your devices 5G capable? How many at any one time? Your figures look good for a 40/10 connection.

Can you post a screenshot of the Hubs Helpdesk (obscuring personal data)

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 17:45:19 GMT

That’s not a silly question! I should have included the info.

I’m not sure if the TV can do 5ghz. But my iPhone 12 Pro definitely can, as can the other iPhones and iPads in the house, but they’re all on 2.4ghz too. The issue has been happening when only my iPhone 12 Pro is in use.

I’m not sure what you mean with “helpdesk”?

Re: Issues with buffering/lag

jab1 — Sun, 10 Nov 2024 17:54:22 GMT

As you say, your phones/pads should be capable. How far away from the Hub are they?

The help desk is this:

Do the two different frequencies show as available in the kit?

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 18:00:30 GMT

The router is downstairs, in the same place it has been for years now. The problem happens both downstairs and upstairs (in the room immediately above the router, almost directly over it). It’s a regular 1970s-ish house, not something with 10” thick stone walls everywhere. The devices were all working OK until recently — they haven’t changed (bar updating operating systems as and when Apple update them), and everything is in the same location.

Re: Issues with buffering/lag

GlitterChick — Sun, 17 Nov 2024 17:31:49 GMT

I can’t see how to add a screenshot.

Information for Helpdesk agents

When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.

1. Product name: Plusnet Hub
2. Serial number: ——
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 15/12/21
4. Board version: Plusnet Hub One
5. DSL uptime: 17 days, 15:36:32
6. Data rate: 5998 / 39950
7. Maximum data rate: 6623 / 56584
8. Noise margin: 6.3 / 11.6
9. Line attenuation: 28.8 / 19.6
10. Signal attenuation: 28.6 / 18.6
11. Data sent/received: 41.6 GB / 448.0 GB
12. Broadband username: ——@plusdsl.net
13. 2.4 GHz Wireless network/SSID: PLUSNET-HKPW
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: PLUSNET-HKPW
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: 78:65:59:b3:dd:2e
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Moderator's note by Mike (Mav): Post released from Spam Filter.

Re: Issues with buffering/lag

jab1 — Sun, 10 Nov 2024 18:12:06 GMT

Buffering/lag is not really frequency-dependent. I know it is a pain, but can you run this test and post the result? https://www.debugbear.com/test/website-speed

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 18:22:17 GMT

I changed it in advanced router settings. Since it didn’t help I changed it back to how it had been previously. (I always make sure I can revert changes back again!)

Originally the 2.4ghz was using channel 10 as a manual option — I must have set that years ago. I’ve switched it to automatic and it landed on 6. It hasn’t helped at all though.

We use apps for streaming video rather than web pages. Mostly iPlayer and YouTube.

https://www.debugbear.com/test/website-speed/BTNld6Be/overview

Re: Issues with buffering/lag

jab1 — Sun, 10 Nov 2024 18:36:16 GMT

That looks (to me) a reasonably good result., but this is not one of my real areas of expertise, so I could be mis-interpreting it.

Your Helpdesk page may give us some more information if you can post it.

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 18:55:51 GMT

I did post a copied and pasted version of it, as I couldn’t work out how to upload a screenshot. It appears to have vanished though. Could a moderator have deleted it? I removed the serial number and username.

Re: Issues with buffering/lag

jab1 — Sun, 10 Nov 2024 19:01:52 GMT

To upload the screenshot, click the 'mountain icon at the top of the reply window (between the smiley and camera), and follow the prompts. Your original could have been caught by the slightly temperamental spam filter.

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 19:06:03 GMT

I don’t have any of those icons. It’s just a plain text input field I see (on my phone).

Definitely has been moderation in here, refresh the thread and start from the beginning, remembering what you posted before!

Re: Issues with buffering/lag

jab1 — Sun, 10 Nov 2024 19:10:37 GMT

Ah - the dreaded mobile version. Do you have a desktop/laptop? If not, select the 'desktop' option from the settings options.

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 19:15:12 GMT

Re: Issues with buffering/lag

jab1 — Sun, 10 Nov 2024 19:25:02 GMT

Thanks for that - it looks OK to me. Unfortunately I have to go out for the next couple of hours and won't be back on here tonight. I'll have another look tomorrow morning, but in the meantime I'll tag a couple of Community members who may be able to assist - if they are around.

@MisterW , @Townman ?

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 22:47:59 GMT

Just tried the BT checker again, and got this…

Summary of Performance Test
Timestamp
Sunday 10 November 2024 | 22:45:16
Ping
14 Ms
Download
8.84 Mbps
Upload
5.61 Mbps

Nobody else is even awake now. There’s definitely nobody else downloading anything.

Re: Issues with buffering/lag

Townman — Sun, 10 Nov 2024 23:42:01 GMT

Have a read of this - https://discussions.apple.com/thread/252159491?sortBy=rank

Re: Issues with buffering/lag

GlitterChick — Sun, 10 Nov 2024 23:47:22 GMT

Thank you, I will try investigating more on that issue for my own phone. I’ll also try splitting the bands again with different names, to see if I can get the iPad onto the 5ghz band manually.

The speed tests are erratic now.

Summary of Performance Test
Timestamp
Sunday 10 November 2024 | 23:42:10
Ping
47 Ms
Download
6.32 Mbps
Upload
5.59 Mbps

Re: Issues with buffering/lag

GlitterChick — Mon, 11 Nov 2024 00:14:07 GMT

I’ve split the wifi bands again and given them different names.

They show as active in the helpdesk page on the router, but the iPad won’t connect to the 5ghz band either, and nor will my old iPhone 8 I’ve just dug out. I’m copying and pasting the wifi password from the router admin page to rule out any typos.

The 5ghz one isn’t constantly available to select to connect on either my iPhones or the iPad. When it does appear it shows with the strongest signal indicator, so I am a bit confused why it isn’t there constantly.

Re: Issues with buffering/lag

jab1 — Mon, 11 Nov 2024 07:37:21 GMT

@GlitterChick I'm sorry, I honestly have no idea why you can't get the 5Ghz band to work on your kit, but one question has just occurred to me - how old is your Hub1?

What your speed tests are now reporting though is a different matter entirely, and one which is more to my liking, so to speak.

I know you have done some of this, but can you provide the information requested below?

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'- if it will run. 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.

@Townman Thanks for picking this up.