topic Re: FaceTime video, Teams and WhatsApp video stuttering in Full Fibre

FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Sun, 14 Nov 2021 16:41:00 GMT

Hi folks,

I have recently swapped back to the plusnet one hub after trying a different modem. I’m using a mesh WiFi system at home as the plus net router WiFi was giving issues even after trying the beta firmware. This issue is still there with mesh WiFi or with direct Ethernet connection to the router.

I’m not getting the expected speeds in the portal and wonder if our line needs to be reset for the speed to be what it should?

Plusnet username is snaqvy

attached are the stats from the router and the expected speed from the portal

using speedtest.net does not go above ~39mbps

any advice appreciated

Re: FaceTime video, Teams and WhatsApp video stuttering

Strat — Sun, 14 Nov 2021 21:44:40 GMT

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

Re: FaceTime video, Teams and WhatsApp video stuttering

Gandalf — Mon, 15 Nov 2021 09:05:41 GMT

Thanks for your post @snaqvy

I'm sorry to see you're having issues with your connection.

From what I can see your download speed is artificially restricted to 49mbps by automated software at the cabinet (the green box in the road) which I could remotely reset but even at this speed you shouldn't have the problems you've described, so I recommend we arrange an Openreach engineer visit to investigate further.

Can you reply to the ticket I've logged on your account Here with when you'll be free for a visit?

If you can post back when you've responded, I'll make sure we book the engineer as soon as we can.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Mon, 15 Nov 2021 15:00:55 GMT

@Gandalf

Thanks for the help with this so far, have responded on that ticket.

with FaceTime, WhatsApp and Teams. We have noticed that ping is high/random (sometimes 600+) if one device is downloading and another is on a call at the same time.

This happens on wifi and ethernet, obviously worse on wifi- even with the mesh network.

The issue is there regardless of rebooting the modem, mesh wifi or any of the devices.

Re: FaceTime video, Teams and WhatsApp video stuttering

adam945 — Mon, 15 Nov 2021 18:17:30 GMT

Thanks a lot for your response, and on the open Ticket too. I can see that one of my colleagues has beaten us to it, and has raised a fault, with an Openreach engineer due to be coming out tomorrow afternoon between 1pm and 6pm.

Please give us a shout if you have any further questions in the meantime.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Tue, 16 Nov 2021 16:18:07 GMT

@adam945

Thanks for the quick response I really appriciate the fast turnarround and the support.

The engineer has visited and could not find any specific fault but, ran lots of tests, changed the faceplate and reset the line.

Initially it was working at 64Mbps but it has already dropped down to 58Mbps. As advised by the engineer, I will keep an eye on it to see if goes back down to 49/35 again.

Re: FaceTime video, Teams and WhatsApp video stuttering

adam945 — Tue, 16 Nov 2021 19:04:53 GMT

Cool, thanks a lot for letting us know. Please reach out if you continue to have any issues.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Wed, 17 Nov 2021 13:55:31 GMT

unfortunately since the engineer visit yesterday the broadband has become more and more unstable. I had a work meeting today and had to use my phone data/tethering to get on the call. Still using tethering now.

Today it will not connect for more than a minute or two before disconnecting again. I have tried to reset and reboot the router with no luck.

see the attached WAN log from the router.

Re: FaceTime video, Teams and WhatsApp video stuttering

adam945 — Wed, 17 Nov 2021 16:53:37 GMT

Hello @snaqvy

Thanks a lot for reaching out and I'm really sorry to see how intermittent your connection has been today. I've just rejected the "clear notification" on our suppliers end, which sends the fault back to them for further investigation. Our faults team will be in touch shortly with a further update. You can both view and comment on the open fault ticket for direct communication with our faults team here.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Wed, 17 Nov 2021 17:47:26 GMT

@adam945 thank you, I've updated the ticket with my avaliablity for another engineer visit.

The internet is still very unstable. Hopefully this gets resolved soon.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Wed, 17 Nov 2021 18:34:51 GMT

also just to add I have the following error in the log:

18:29:58, 17 Nov. (19438.930000) CWMP: session closed due to error: Could not resolve host 18:29:51, 17 Nov. (19432.030000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username 18:29:51, 17 Nov. (19432.020000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

seems to be there quite a lot

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Wed, 17 Nov 2021 20:05:03 GMT

Hi just FYI

The modem again went haywire and would it remain connected for more than a minute.

I connected a third party modem today at about 19:45 and it seems to be working ok.

Please advise It seems like the plus net provided one hub modem maybe faulty?

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Wed, 17 Nov 2021 20:08:41 GMT

By the way it seems like the ticket suggests a two day wait for an engineer booked in.

Could you confirm if that’s the case?

Re: FaceTime video, Teams and WhatsApp video stuttering

adam945 — Thu, 18 Nov 2021 10:13:13 GMT

Thanks a lot for getting back to us @snaqvy

The two working days referred to on the tickets were for a non appointed task to be carried out on our suppliers side, this hasn't worked though, as tests continue to fail. Going forward, I've had a look at the list of available times you've mentioned, and have booked the earliest appointment possible. I've updated the open Ticket, but feel free to get back to me on here if you have any further questions.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Thu, 18 Nov 2021 12:13:55 GMT

@adam945

thanks for the reply and booking another engineer.

Do you think the modem could be the cause of the issues we had yesterday? the old modem/router again was disconnecting rapidly, the third party modem/router is much more stable, only disconnecting every few hours. the other router is quite an old one supplied to a friend of mine for SSE fibre broadband in ~2018.

might it be worth swapping the plusnet one hub for another plusnet supplied router, to rule that out?

Re: FaceTime video, Teams and WhatsApp video stuttering

adam945 — Thu, 18 Nov 2021 14:49:05 GMT

I wouldn't like to speculate on the source of the issue just yet, without any engineer notes to go by. Though this is something that you can troubleshoot at your end to see if you can get a more reliable;e connection in the meantime before the engineer visit.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Thu, 18 Nov 2021 22:52:02 GMT

@adam945

thanks the other router seemed to have the same issue again. This is really annoying and I’ve used all my mobile data tethering for work meeting, had to buy a data add on

Re: FaceTime video, Teams and WhatsApp video stuttering

adam945 — Fri, 19 Nov 2021 10:43:27 GMT

I can only imagine @snaqvy the connection does indeed look pretty bad. I'll pop a visual radius below which shows the number of disconnections you've had over the last few days. I won't be able to run a GEA test on the line this morning due to the open fault, but it's clear that something is wrong.

Hopefully, the engineer is able to both diagnose and resolve the issue on Monday.

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Wed, 24 Nov 2021 11:52:45 GMT

@adam945

thanks for your help with this.

The engineer replaced all the wiring from the house to the street cabinet. The internet still seems unstable, with random disconnects video calls and anything live being the most affected. Still not getting the speeds expected either.

The last option to try is to pay for the replacement modem. Hopefully this fixes the issue. Do you think we could get the modem free, as the contract was only recently renewed in summer?

Also what are our options if we do not get the "guaranteed" speed?

Re: FaceTime video, Teams and WhatsApp video stuttering

snaqvy — Wed, 24 Nov 2021 12:22:39 GMT

some more screenshots

the ping shows there are often dropouts but the connection to the router is bulletproof (ethernet)