topic Re: unusably low speed in Broadband

unusably low speed

zahidaziz1 — Fri, 14 Aug 2026 19:48:45 GMT

This afternoon the speed on all our devices (phone, TV, PC) dropped to a crawling pace, so that any website would open verl slowly, some would open without graphics, some would give connection security messages and say that https wasn't accessible and I could try http at my own risk.

On the TV, apps such as YouTube and BBC iPlayer simply don't start.

I contacted Plusnet. They did line tests, asked me to restart the router etc, but nothing worked. So they are sending me a new router.

Even logging in to my router was slow. I tried various settings in it but nothing resolved the problem.

So I am using my phone on 5G, and have also used it as a hotspot for my PC (which gave a surprisingly good speed).

I can't think of anything else to try.

Zahid.

Re: unusably low speed

jab1 — Fri, 14 Aug 2026 19:55:46 GMT

@zahidaziz1 Is it possible to attach an exported copy of your routers event log - assuming that you have Hub2?

Re: unusably low speed

zahidaziz1 — Fri, 14 Aug 2026 20:13:10 GMT

I have obtained the log file, but can't see how to attach it! All I can see are file attachment limits.

Re: unusably low speed

jab1 — Fri, 14 Aug 2026 20:16:29 GMT

If you are using a phone to post, select the desktop site for the forum, and you should see a 'paper clip' icon - click that and follow the prompts.

Re: unusably low speed

zahidaziz1 — Fri, 14 Aug 2026 20:20:42 GMT

Here it is.

Re: unusably low speed

jab1 — Fri, 14 Aug 2026 20:40:15 GMT

Thanks for that, @zahidaziz1 .

Unfortunately, I can't see an obvious reason for your problem, although there must be a fault somewhere - it may be a failing router, or something else.

I'll tag a couple of forum members with more experience than myself, and maybe they can spot something, but you won't get a response until tomorrow.

@Dan_the_Van / @MisterW ?

Re: unusably low speed

zahidaziz1 — Fri, 14 Aug 2026 20:42:43 GMT

Thank you for all your efforts. I can wait until tomorrow. After all, the night will be just as hot whether my broadband is working or not!

Re: unusably low speed

MisterW — Sat, 15 Aug 2026 06:39:37 GMT

There's an awful lot of wireless connection/disconnections.

@zahidaziz1 do you have any devices that are wired to the router ? and are they working ok ?

Re: unusably low speed

zahidaziz1 — Sat, 15 Aug 2026 07:48:17 GMT

I just connected my laptop via ethernet by wire and got exactly the same problem.

All my devices on wifi, whether laptop, desktop, TV, phones, give the same problem.

Re: unusably low speed

MisterW — Sat, 15 Aug 2026 07:52:48 GMT

We'll have to wait for the new router then ?

Re: unusably low speed

Dan_the_Van — Sat, 15 Aug 2026 08:57:23 GMT

@zahidaziz1

The evidence suggests this is an old Hub Two, probably dating back to 2021

To me this looks like the first time it was used

14:40:50, 14 May. Booting firmware v0.05.03.07154-PN (Thu Jul 15 11:07:21 2021)

Have you contacted plusnet support with regards to a replacement?

A factory reset might be in order.?

Edit: another thought is the Hub in a position where it could overheat. It maybe suffering from the extreme heat.

Re: unusably low speed

zahidaziz1 — Sat, 15 Aug 2026 09:09:29 GMT

It is a Hub Two, dating from 2022. It has been in constant use since then.

Plusnet support have arranged to send me a new hub.

It's located in a cool position.

I will try factory reset to see if that helps.

Re: unusably low speed

markhawkin — Sat, 15 Aug 2026 09:49:26 GMT

@zahidaziz1

I'm thinking a copper line fault as the most likely issue, but a router swap is often the first step in the fault finding process so you need to do that first.

Re: unusably low speed

Dan_the_Van — Sat, 15 Aug 2026 11:37:55 GMT

@markhawkin

Something was happening as the Hub was rebooted s few times on the 14th and once on the 13th.

However the last two DSL Link down and [ERROR_NO_CARRIER] messages are

19:11:12, 14 Aug. DSL Link Down: duration was 6125 seconds

19:11:13, 14 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

19:13:51, 14 Aug. DSL Link Up: Down Rate=40000kbps, Up Rate=5945kbps; SNR Margin Down=7.6dB, Up=6.1dB

08:03:57, 08 Sep. DSL Link Down: duration was 632 seconds

08:03:58, 08 Sep. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

08:10:24, 08 Sep. DSL Link Up: Down Rate=40000kbps, Up Rate=6530kbps; SNR Margin Down=7.8dB, Up=6.1dB

If could be that 14th DSL link down could be down to the cable being reseated on the hub.

Re: unusably low speed

zahidaziz1 — Sat, 15 Aug 2026 12:52:07 GMT

I did a factory reset on the router. The problem still remains.

I then logged into the hub to change the network name and security password to my previous ones. The network name got reflected. But if I now coonect to the hub, my password, as changed, doesn't work. I still have to use the default password. But having logged in, if I go to home/advanced settings/ advanced wireless, it shows the security password as my changed one!

This is most bizarre! It has saved my changed password, but I still need to use the router default password to get in.

Re: unusably low speed

Dan_the_Van — Sat, 15 Aug 2026 12:56:32 GMT

Did you use the pinhole factory reset or the GUI ?

The pinhole should completely delete all settings.

With the device on CWPM / TR069 it should automatically populate your broadband username and password.

Factory reset

Keep the button pressed for up to 30 seconds.
When the light on the front of your hub turns green, release the reset button.
The Hub will now restart, once the front of the hub turns blue, it's now restored to factory settings..

Re: unusably low speed

zahidaziz1 — Sat, 15 Aug 2026 15:01:05 GMT

Having done a pinhole factory reset, my windows 11 laptop finds the network, and says "action needed, no internet. Open browser and connect".

I press on "open browser and connect". It opens my Firefox pointing to:
www.msftconnecttest.com/redirect

and the page says:
Secure Site Not Available.
Under that I click on "continue to http site".

It goes to the Hub Manager.

All settings look fine. But I am still not connected to the Internet. Broadband status say "connected".

Re: unusably low speed

Dan_the_Van — Sat, 15 Aug 2026 15:09:11 GMT

If you look at the Hub Two >Home >Advanced settings >Broadband >Internet

Does it have your broadband username @plusdsl.net or setup@plusdsl.net?

Should be yourusername@plusdsl.net with the password you use to log in to your Plusnet account

Re: unusably low speed

zahidaziz1 — Sat, 15 Aug 2026 15:20:10 GMT

It says:

Broadband username: setup@plusdsl.net

Under it, the password is hidden.

Re: unusably low speed

jab1 — Sat, 15 Aug 2026 16:05:39 GMT

Try changing the 'setup' to your username, and the password to your account password. If this fails, either the router is faulty, or your account details are incorrect somewhere in the system.