topic Re: Connection issues in Full Fibre

Connection issues

colinbdunkley — Sun, 30 Apr 2023 10:51:29 GMT

Having trouble with an intermittent connection the last couple of days. High latency pings, packet loss and slow download upload speeds making online gaming impossible. Tried resetting and factory resetting router. This happens with a wired connection and wireless, never had this trouble before, please help

Re: Connection issues

jab1 — Sun, 30 Apr 2023 10:53:44 GMT

@colinbdunkley Are you actually on Full Fibre, or Fibre To The Cabinet?

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 10:57:26 GMT

Hi there, im on full fibre. The BT engineer came round a few months ago and fitted one of those little white boxes

Re: Connection issues

jab1 — Sun, 30 Apr 2023 10:59:21 GMT

OK. I'll leave this for the FF experts, then.

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 11:01:52 GMT

Thanks john, im connected to the internet but connection is poor. I'll do a speed check and its high then I'll do it again and only get 1 or 2 Mbps. Its a nightmare

Re: Connection issues

nitram — Sun, 30 Apr 2023 13:02:52 GMT

What happens to speed test if you disable all except microsoft services?

Re: Connection issues

jab1 — Sun, 30 Apr 2023 13:08:14 GMT

Or connect the laptop/desktop direct to the ONT?

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 13:35:38 GMT

I don't have a laptop or desktop. Im having problems with every device: ps5, ps4, tablet, Oculus and mobile phone both wired and wireless. I'm connected but the connection is poor, latency is high (850 ms) and around 5 Mbps download and zbout the same upload. When I'm playing online my character bounces all over the place

Re: Connection issues

jab1 — Sun, 30 Apr 2023 13:44:27 GMT

What were your speeds prior to this happening? What are they now?

Re: Connection issues

nitram — Sun, 30 Apr 2023 13:46:44 GMT

Have you tried

https://www.plus.net/help/report-a-problem/broadband/ ?

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 14:18:51 GMT

Hi Jab, i was getting around 70 Mbps both wired and wireless. Ive had it for 4 months with no problems until Friday. I was having trouble with wired at first then switched to wireless then that started playing up

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 14:19:44 GMT

Hi, i will do thanks. I texted the 'help' to the number they give twice but no reply

Re: Connection issues

nitram — Sun, 30 Apr 2023 14:56:09 GMT

Have you tried changing changing cable between ONT and router?

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 15:03:28 GMT

Hi, yeah ive tried changing cables. Tried different cat5 and cat8 cables. The staff at Plusnet must not be working today because got no response when i reported the problem. I text them 3 times now

Re: Connection issues

jab1 — Sun, 30 Apr 2023 15:11:21 GMT

@colinbdunkley There are staff in at PN Towers, but it tends to be almost a skeleton crew at weekends and holidays, so response times are stretched.

In an effort to help you, can you post screenshots of the results from https://www.broadbandchecker.btwholesale.com/#/ADSL , obscuring your phone number, and https://speedtest.btwholesale.com/ , please?

Re: Connection issues

Dan_the_Van — Sun, 30 Apr 2023 15:17:30 GMT

@jab1

If this Full Fibre there will be no phone number 🙄

@colinbdunkley

Which Full Fibre package are you on?

Is the ONT connected directly to the Hub and which Hub are you using?

Re: Connection issues

jab1 — Sun, 30 Apr 2023 15:20:47 GMT

@Dan_the_Van It's Sunday - brain's only on half-power 😉

As I said earlier, I'll leave to others - should have stuck to my original statement.

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 16:35:00 GMT

Re: Connection issues

jab1 — Sun, 30 Apr 2023 16:49:49 GMT

The only useful bit on those two pictures is the horrendous ping figure - I'm not surprised at your speeds, as a result. Something, somewhere is way out of line, or introducing massive interference.

Re: Connection issues

colinbdunkley — Sun, 30 Apr 2023 17:00:25 GMT

Hi Jab, im glad those figures mean something to you. Ive tried absolutely everything my end. Like i said earlier, ive never had a problem before and nothings changed, It started happening friday. Its got to be their end