topic Re: Help with fibre not sure what’s going on. in Full Fibre

Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 10:33:43 GMT

Ok plusnet fibre at the beginning of the year had previously successfully attached Bt hub, in March kept loads of drop out plusnet did something all resolved, been working fine, until approx 3 weeks ago, kept getting pages not loading on iPad , YouTube worked, Facebook would give messages you have reconnected to the internet, even though my iPad said I was connected . Very strange certain pages on iPad load for a few seconds then a white screen , plusnet said it’s a WiFi problem , done usual reboot etc, but today could not connect to a TEAMS meeting, all I had was Me, I was the only one who could not take part. Any suggestions? Like certain things are working & others are not. Weird.

Re: Help with fibre not sure what’s going on.

jab1 — Tue, 31 Aug 2021 10:42:52 GMT

@Catpuss This may not help, but I have found it works for me - on iPads/phones (and other equipment too). Totally log off the iPad, close it down completely, wait a minute, then power it up again - electronic equipment can get itself 'confused' occasionally.

Re: Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 11:12:37 GMT

Hi John thanks for reply yes already done iPad reset, the teams meeting was on laptop only just booted that up took ages. Just don”t understand not saying it”s offline until it reconnects. Then only certain things not working. Thanks for your help.

Re: Help with fibre not sure what’s going on.

jab1 — Tue, 31 Aug 2021 11:19:05 GMT

OK - next thing is to check your internet connections &c.

For Community members to be able to help, information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Please report the 'Additional Diagnostics', and sight of the Help Desk tab would be a start.

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 you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Sight of your 'Help Desk' from your router - with personal details obscured - would also help.

Re: Help with fibre not sure what’s going on.

Gandalf — Tue, 31 Aug 2021 14:02:04 GMT

Thanks for your post @Catpuss

I'm sorry to see you're having issues with your fibre connection. I've tested your line today and the tests aren't showing any issues with the broadband signal going into your router, do you have a laptop or computer you can plug into your router using an ethernet cable to compare the quality of your connection over those on WiFi?

I'll add below a copy of the tests I've run just for reference:

GEA Test Detail
Circuit ID	NA	Service ID	[redacted]


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	425.0
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2021-08-18T15:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	39.9 Mbps	39.9 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	792.0 Sec	900.0 Sec	899.5 Sec
Retrains	0.0	2.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2021-08-31T14:33:26.309+01:00	2021-08-31T14:48:26.309+01:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Here's also how your connection's been doing going back to the 19th August

Re: Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 15:11:19 GMT

Hi John will try to do later many thanks for help got painter here , difficult to concentrate whilst in progress. Many thanks for support

Re: Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 15:14:54 GMT

Thanks plusnet you lot are on the ball, yeah I know it says I have no outages, my system no telling me disconnected only telling me when reconnecting. done a couple of BT speed h is today. Not sure if that means anything. Thanks for getting involved

Re: Help with fibre not sure what’s going on.

jab1 — Tue, 31 Aug 2021 15:29:35 GMT

@Catpuss Those speed-tests are totally fictitious - no way can you get that result on a 40/10 connection. What I have asked for, you can ignore - the details provided by @Gandalf confirm there are no external problems, so it looks like it is something in your internal set-up.

Re: Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 16:27:39 GMT

Where do I go from here? I have a BT hub, split signal, done the normal reboots, nothing has changed my end unless something not aware of.any suggestions?

Re: Help with fibre not sure what’s going on.

jab1 — Tue, 31 Aug 2021 16:39:08 GMT

I don't honestly know, @Catpuss - there is nothing wrong with your connection to the internet - in fact you have a really good one - and apart from the odd loss, as shown in the Radius graph, there is nothing untoward with the connection - the drops you see on there are nothing to worry about as they are transient and fairly well spaced.

Unless @Gandalf (or possibly another Community member, if anyone looks) has any other ideas, the only thing I can suggest is very local I.e. in your home, interference. Is it possible to connect the laptop to the router via an ethernet cable and see if that retains constant connection? If it does, then it is wireless issues and unfortunately there is nothing anyone other than yourself can do about that.

Re: Help with fibre not sure what’s going on.

Gandalf — Tue, 31 Aug 2021 16:45:51 GMT

@Catpuss wrote:

Where do I go from here? I have a BT hub, split signal, done the normal reboots, nothing has changed my end unless something not aware of.any suggestions?

Do you have a laptop or computer you can plug into the router with an ethernet cable?

That'll be a good starting point if possible and tell us if the issue's down to the WiFi or there's something else at play.

Re: Help with fibre not sure what’s going on.

jab1 — Tue, 31 Aug 2021 16:56:14 GMT

@Gandalf Snap - see the end of my last paragraph.😉

@Catpuss Are the items having these problems all Apple? - if so, I may have a suggestion.

Re: Help with fibre not sure what’s going on.

Champnet — Tue, 31 Aug 2021 18:07:00 GMT

@jab1 Might be worth @Catpuss checking DNS settings on all devices.

Can't help as I'm away for a few days..........................

Re: Help with fibre not sure what’s going on.

jab1 — Tue, 31 Aug 2021 18:10:23 GMT

Could be, @Champnet - but if the affected devices are all Apple, I've seen this situation before. A complete device reboot, and/or a 'forget this device' and reconnection has resolved the issue.

Re: Help with fibre not sure what’s going on.

Champnet — Tue, 31 Aug 2021 18:27:08 GMT

@jab1 Connecting to own network, not a neighbours ?

Forget that, a re-boot will sort it....

Re: Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 19:36:47 GMT

Wow everyone much impressed with solutions, mainly use iPad & iPhone using own WiFi, might be worth just trying iPad to disconnect then re connect might worth a punt. Wish me luck🤞🏼

Re: Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 21:50:27 GMT

Unsure really most of the not loading pages on iPad , email not loading on iPad, but TEAMS meeting that would contect me today was on dell laptop (I am only guessing this was the same problems might just be a coincidence) View Camera working, which is what I had a problem with at the beginning of the year. Seems in apple discussion this not loading pages has been an ongoing problem for years, done all the suggestions. Would love to know what your suggestion is ( keeping me in suspense)

Re: Help with fibre not sure what’s going on.

AHWifi — Tue, 31 Aug 2021 21:56:27 GMT

Do the issues occur on wireless-only or wired connection too?

I would narrow it down via this first and then there are some stuff I can recommend or staff members such as @Gandalf can

Re: Help with fibre not sure what’s going on.

Catpuss — Tue, 31 Aug 2021 22:11:51 GMT

Only tried using WiFi for iPad , difficult replicate a TEAMS meeting, any suggestions welcome

Re: Help with fibre not sure what’s going on.

AHWifi — Tue, 31 Aug 2021 22:13:05 GMT

Have you tried splitting your router bands and seeing if the speed improves on the 5ghz network?