topic Re: Slow loading of email content in Email

Slow loading of email content

Rocket2 — Sun, 28 May 2023 15:29:50 GMT

For a while now I have been putting up with slow loading of email content. The emails come through to the inbox on my iPad OK, but I get a loading symbol (a rotating symbol with LOADING underneath it) for up to a minute until the content of the email comes through. If I go off the message and back on to it, it does the same thing again. This only happens when connected to my home Plusnet WiFi internet. It doesn’t happen when I connect to any other WiFi away from home.

Any advice on a suitable fix would be appreciated. Thanks.

Re: Slow loading of email content

Townman — Tue, 30 May 2023 09:55:14 GMT

That suggests an internet connectivity issue - follow the usual connection / speed issue diagnostics.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a phone plugged into the test socket behind the face plate of the master socket (ideally this should be a corded phone). The line should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. NB: You need to put your LANDLINE NUMBER after "PHONE" [missing instruction].

Phone Faults

Re: Slow loading of email content

Rocket2 — Tue, 30 May 2023 17:00:34 GMT

Tried what you suggested (only have a wireless phone). There was a clear dial tone and quiet line.

Re: Slow loading of email content

Townman — Tue, 30 May 2023 20:49:37 GMT

That’s a good start - can you please post your router stats.

Re: Slow loading of email content

Rocket2 — Wed, 31 May 2023 18:07:38 GMT

Hi, the router is a Sagemcom CS 50001 Plusnet Hub One

Re: Slow loading of email content

Townman — Wed, 31 May 2023 19:28:27 GMT

Can you please post the stats from the router’s help desk page.

Re: Slow loading of email content

jab1 — Wed, 31 May 2023 19:27:48 GMT

@Rocket2 If you don't know how : Navigate from the Home Screen to Troubleshooting > Helpdesk if a Hub1

Navigate from the Home Screen to Advanced Settings > Technical Log > Information if a Hub2

Re: Slow loading of email content

Rocket2 — Wed, 31 May 2023 20:09:29 GMT

Sorry you’ve lost me. I’m afraid that I will need step by step instructions for this. How do you get router stats?

Re: Slow loading of email content

jab1 — Wed, 31 May 2023 20:20:18 GMT

Which router do you have - Hub1 or Hub2 and I'll post pictures? I assume you know how to access the Hub?

Re: Slow loading of email content

Rocket2 — Wed, 31 May 2023 20:44:57 GMT

The router is a Plusnet Hub One. When you say access the router do you mean via a computer?

Re: Slow loading of email content

jab1 — Wed, 31 May 2023 20:46:49 GMT

@Rocket2 wrote:

When you say access the router do you mean via a computer?

Or tablet/phone, but then it gets a tad tricky.

Re: Slow loading of email content

Rocket2 — Wed, 31 May 2023 21:11:20 GMT

OK I have googled it and now I know how to access the router. What information do you need from the Helpdesk page? There are a list of 25 stats.

Re: Slow loading of email content

jab1 — Thu, 01 Jun 2023 06:21:24 GMT

A screenshot of the full Helpdesk page, with your username obscured, is what we need.

Re: Slow loading of email content

Rocket2 — Thu, 01 Jun 2023 17:43:47 GMT

Re: Slow loading of email content

jab1 — Thu, 01 Jun 2023 17:55:06 GMT

@Rocket2 Thanks for that - A couple of observations and a question. (1) your DSL uptime of just over a day raise the question do you turn off the Hub at any time, or reboot it? (2) your downstream SNR is a little low, but given your attenuation, is not something to be unduly concerned about.

Does normal browsing suffer from any slowness, and how do you access email - via webmail or a dedicated client?

Re: Slow loading of email content

Mustrum — Thu, 01 Jun 2023 18:12:30 GMT

@Rocket2 the 35Gb you have downloaded in that time suggests it could be your own traffic that is slowing you email content.

Are you doing lots of streaming or downloads from cloud drives?

Re: Slow loading of email content

jab1 — Thu, 01 Jun 2023 18:14:29 GMT

Good spot, @Mustrum - I missed that originally!

Re: Slow loading of email content

Rocket2 — Thu, 01 Jun 2023 18:19:06 GMT

Hi Jab1, I recently switched off the router (turn it off and then back on again) to see if it solved the issue. It didn’t. I don’t usually switch the router off.

Re: Slow loading of email content

Rocket2 — Thu, 01 Jun 2023 18:22:51 GMT

Hi Mustrum,

We don’t do much downloading. The use is mainly web surfing, checking emails etc. The slow downloading of email content happens when I am the only one using the internet.

Re: Slow loading of email content

jab1 — Thu, 01 Jun 2023 18:23:07 GMT

@Rocket2 OK - it was just a thought. The comment by @Mustrum is a good one though - if you are doing a lot of streaming/downloading, this will take priority over your mail collection activities.