topic Re: WiFi Dropouts and slow down in Full Fibre

WiFi Dropouts and slow down

ijb59 — Fri, 31 Oct 2025 21:52:05 GMT

I'm on full fibre. Just back from holiday. Sat looking on my phone and noticed that some websites weren't loading properly and I couldn't download anything from Playstore. Turned the WiFi off on my phone and everything was fine. Rebooted the router with no difference. Tried a different phone, different browser, all the same so it's definitely a Plusnet problem. Texted the report a fault service and went through the steps but nothing changed so requested a call back. The message just came back with an error so unable to get a callback. Tried this 4 times, error everytime! Rang the customer services and managed to speak to someone who out me through to the queue for technical help. In the queue on hold for 1 hour 15 mins and got cut off saying department closed! I've rebooted the router again but nothing has changed. My phone's WiFi keeps intermittently saying, connected no internet. I'm banging my head against a brick wall here!

Re: WiFi Dropouts and slow down

jab1 — Sat, 01 Nov 2025 07:05:10 GMT

If you have a Hub2, can you please attach the full event log to a post?

Re: WiFi Dropouts and slow down

ijb59 — Sat, 01 Nov 2025 09:38:23 GMT

I think this is what you're asking for?

Re: WiFi Dropouts and slow down

jab1 — Sat, 01 Nov 2025 09:48:25 GMT

@ijb59 Yes, that was what I was looking for, and unless someone with more knowledge ( @MisterW / @Dan_the_Van ?) says otherwise, I think you need a new Hub - yours had a lot of 'Boot' events, which is suspicious.

Re: WiFi Dropouts and slow down

ijb59 — Sat, 01 Nov 2025 09:53:07 GMT

Thank you. I've booked a callback for this morning from technical. Hopefully something will get sorted.Its frustrating. If I want to do anything using the internet I'm having to turn the WiFi off and use 4G. Not good.

Re: WiFi Dropouts and slow down

jab1 — Sat, 01 Nov 2025 09:56:49 GMT

Hope you get someone who knows what they are talking about, but as I say, from what I saw on a quick look at that log, you have a failing router.

Re: WiFi Dropouts and slow down

ijb59 — Sat, 01 Nov 2025 16:21:19 GMT

Just to update, I've had a call back from a Technician. Although the Hub is less than a year old, they are sending a new one to see if that fixes the problem. Since the call, I've noticed the problem is intermittent. My Alexa was connected and played radio fine this morning. Netflix and BBCi both won't connect. My phone keeps messaging WiFi connected no internet, then after a few minutes seems to connect properly, then drop again. I do know that Open reach have been working in the road on and off for the last 3 weeks because they've just replaced a telephone pole, but my connection comes from another pole, way down the street. It seems odd that the fault has just happened.

Re: WiFi Dropouts and slow down

jab1 — Sat, 01 Nov 2025 17:03:54 GMT

As I aid earlier, your event log did show some behaviour which looked to me like failing hardware.

Re: WiFi Dropouts and slow down

ijb59 — Tue, 04 Nov 2025 13:22:15 GMT

Just another update. The new Router arrived this morning, connected it up and nothings is any different. Router and ONT shows a full connection, but no Internet. Been on the phone again to Plusnet and they've passed the fault on to Openreach. They also told me they'll be crediting me with £9.40 a day, for every day of missed service.
I'm surprised that actually make any money. My account has been in credit since the fttp was installed almost a year ago, because of all the problems they had then.
Ian

Re: WiFi Dropouts and slow down

jab1 — Tue, 04 Nov 2025 13:28:27 GMT

Based on what I saw in your event log, I doubt OR will be able to fix it. Can you post your current log, please, in case it being a new Hub can give us a clearer picture?

Re: WiFi Dropouts and slow down

ijb59 — Tue, 04 Nov 2025 13:37:48 GMT

No problem. They have been doing some tests, so any reboots could be that.

Ian

Re: WiFi Dropouts and slow down

MisterW — Tue, 04 Nov 2025 13:48:36 GMT

@ijb59

The new Router arrived this morning, connected it up and nothings is any different.

Did you change both the Hub and the psu ?

Re: WiFi Dropouts and slow down

ijb59 — Tue, 04 Nov 2025 13:58:53 GMT

Hi. Yes. I changed the hub, PSU and all the cables.

Re: WiFi Dropouts and slow down

jab1 — Tue, 04 Nov 2025 14:22:05 GMT

@ijb59 Out of interest, what is plugged into port one - it keeps on disconnecting, which is 'unusual' for a wired connection? Not saying that is the cause, but with a new Hub and the same symptoms, I would be suspecting my equipment rather than the connection.

Re: WiFi Dropouts and slow down

MisterW — Tue, 04 Nov 2025 14:22:44 GMT

@ijb59

In that case , I'd suggest there's an intermittent fault somewhere, possibly with the ONT or in the Fibre network

looking at this. Connection was lost at 12:26:50, it had 3 attempts at detecting and subsequently losing the connection before finally sorting itself out. The 2 'reset button press' are concerning though! Assuming the button wasn't physically pressed ? then that would tend to indicate a power issue, which is what made me ask about the PSU swap.

12:27:56	04 Nov. PPP: Starting PPP daemon
12:27:55	04 Nov. WAN Auto-sensing detected port Ethernet WAN
12:27:49	04 Nov. PPP: Stopped PPP daemon(0
12:27:47	04 Nov. PPP: Starting PPP daemon
12:27:46	04 Nov. WAN Auto-sensing detected port Ethernet WAN
12:27:43	04 Nov. PPP: Stopped PPP daemon(0
12:27:42	04 Nov. PPP: Starting PPP daemon
12:27:41	04 Nov. WAN Auto-sensing detected port Ethernet WAN
12:27:27	04 Nov. Reset Button Press
12:27:02	04 Nov. Reset Button Press
12:26:51	04 Nov. SIP WAN DOWN
12:26:50	04 Nov. WAN Sensing Auto sensing Complete
12:26:50	04 Nov. WAN Sensing Auto sensing Running
12:26:50	04 Nov. WAN connection WAN1_INTERNET_ETH disconnected.[ERROR_NO_CARRIER]

Re: WiFi Dropouts and slow down

ijb59 — Tue, 04 Nov 2025 14:26:09 GMT

That's my TV. It is quite old but always find it works better wired directly to the hub.

Re: WiFi Dropouts and slow down

jab1 — Tue, 04 Nov 2025 14:29:54 GMT

It will - Ethernet connections are always better than Wi-Fi, especially for such equipment, but it shouldn't be constantly losing connection.

Re: WiFi Dropouts and slow down

ijb59 — Tue, 04 Nov 2025 14:36:36 GMT

Hi. The reset button could well have been me. When I was on the phone to them they did ask me to do a couple of resets.

The fault is definitely intermittent. It seems to connect, then drops the connection a few minutes later and just keeps doing it. A fault in the fibre network wouldn't surprise me at all. When they did the original connection, nearly a year ago, there was no fibre available on my nearest telephone pole, so they took it from a pole which is way down the road. They did say at the time it was an awfully long stretch of cable, but should work. The cable passes through some overhead electricity cables too. TBH It's been working fine until now. It might be coincidence, but Openreach have replaced now the pole opposite my house and put a fibre connection on it. They've been working there on and off the last 3 weeks, so it's odd that my connection has mysteriously become faulty now.

Re: WiFi Dropouts and slow down

Townman — Tue, 04 Nov 2025 16:35:29 GMT

For the avoidance of doubt, do the router lights change colour when you encounter issues?

Re: WiFi Dropouts and slow down

ijb59 — Tue, 04 Nov 2025 16:44:39 GMT

Hi. No, the router lights stay blue at all times. The ont has three green lights in at all time with the third light occasionally flickering.