topic Re: slow or unresponsive internet in Full Fibre

slow or unresponsive internet

chilled83 — Wed, 08 Dec 2021 09:57:01 GMT

Recently started haveing issues with our internet now ongoing for 4 days the router connects at full sync speed of 76.88 mbps and upload of 20.00 mbps but trying to load a website even google search can take 5 mins to load so ive checked my routers event log and there seems to be alot of errors had a engineer out this morning checked out our house line to the exchange which it just a street away and its all running perfect no issues on the line ive added a pic of the event log if anyone knows of anything as we are about to have a second engineer out because of some law with openreach so it can be escalated

Re: slow or unresponsive internet

chilled83 — Wed, 08 Dec 2021 10:00:18 GMT

also this is the first issue we have had since been with plusnet for more than 6 years just seems odd

Re: slow or unresponsive internet

jab1 — Wed, 08 Dec 2021 10:01:10 GMT

@chilled83 Welcome to the forums. Is it possible to post Help Desk from your Hub please?

Re: slow or unresponsive internet

chilled83 — Thu, 09 Dec 2021 11:50:42 GMT

1. Product name:	Plusnet Hub
2. Serial number:
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 01:38:36
6. Data rate:	20000 / 76882
7. Maximum data rate:	25906 / 76521
8. Noise margin:	9.3 / 5.9
9. Line attenuation:	15.1 / 15.0
10. Signal attenuation:	15.0 / 15.0
11. Data sent/received:	21.2 MB / 148.9 MB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:	PLUSNET-5R2H
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-5R2H
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Disabled
22. MAC Address:	10:d7:b0:48:75:7a
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

Re: slow or unresponsive internet

chilled83 — Wed, 08 Dec 2021 10:03:45 GMT

this is also a brand new router had it changed when the issues started was sent out over the weekend

Re: slow or unresponsive internet

jab1 — Wed, 08 Dec 2021 10:21:33 GMT

Thanks for that. I was just wondering if your Username had reverted to 'setup' as can happen for unexplained reasons, but that is not the issue - fortunately. Unfortunately, that means the issue is slightly harder to resolve, but I suspect it is an issue upstream from you - based on the logs provided earlier.

Two unrelated points, but both worthy of examination - (1) your Hubs firmware version need updating - if it hasn't happened by this time next week, post a request on this topic: https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363#M15510 and (2) your Hubs firewall is set to 'off'. I don't know if this is the default setting, but I would be concerned if I saw that in my settings.

Re: slow or unresponsive internet

chilled83 — Wed, 08 Dec 2021 10:29:46 GMT

i turned off the firewall just to make sure it wasnt that that was not allowing traffic i am now getting new errors in the event log xD

IN: BLOCK [15] Default policy

BLOCKED 5 more packets (because of Default policy)

its so annoying the fact i have to tether to my iphone to load webpages because my internet wont load them or if it does it loads in html >.<

Re: slow or unresponsive internet

jab1 — Wed, 08 Dec 2021 10:39:37 GMT

I would turn the firewall back on PDQ - you have no proper intrusion protection without it. I don't know what your problem is, but that Help Desk shot doesn't shed any light on things, in fact apart from the two issues I quoted above, it looks very healthy, but the log report indicates an issue downstream of you.

Re: slow or unresponsive internet

chilled83 — Wed, 08 Dec 2021 10:43:57 GMT

yeah firewall is back on now but im getting alot of this

10:33:43, 08 Dec.	IN: BLOCK [16] Remote administration (ICMP type 8 code 0 92.223.73.43->80.229.245.240 on ppp3)
10:33:03, 08 Dec.	IN: BLOCK [16] Remote administration (ICMP type 8 code 0 151.106.170.1->80.229.245.240 on ppp3)

Re: slow or unresponsive internet

jab1 — Wed, 08 Dec 2021 10:47:26 GMT

Those are perfectly normal if the F/W is on - they indicate the Hub is doing its job of preventing intrusions.

Re: slow or unresponsive internet

chilled83 — Wed, 08 Dec 2021 12:12:43 GMT

is there anyway to force the hub to firmware update just got off the phone with plusnet and there not sending another engineer out until friday my wife works from home so this is crazy they said they can see that theres a fault not but they have to send another engineer out even though they know its not our end at fault the logic is crazy

Re: slow or unresponsive internet

jab1 — Wed, 08 Dec 2021 12:40:19 GMT

Post on the topic I linked - hopefully @bobpullen will pick it up and action it today/tomorrow. Unfortunately, you can't do any more from your side.

As I also said earlier, the issue is before your Hub. Fridays engineer may not even have to visit you, but should, to confirm all is well.

Re: slow or unresponsive internet

chilled83 — Wed, 08 Dec 2021 12:46:30 GMT

ty muchly appreciate you help

Re: slow or unresponsive internet

adam945 — Wed, 08 Dec 2021 16:42:57 GMT

Thanks a lot for reaching out @chilled83 and I'm sorry to hear that you're having problems with your service. Everything's looking pretty decent on our end so I'm quite puzzled as to what's going on here. Can I ask, are you having this same problem on multiple devices? Wired and wireless?

Re: slow or unresponsive internet

chilled83 — Thu, 09 Dec 2021 10:12:08 GMT

hi yeah its every device within the house tv ps5 laptops and desktop pc's and the kids xboxs all with slow internet ive even tried it with one device connected via ethernet and still every webpage loads extremley slow but theres nothing more i can do on my end because the engineer said the fault wasnt us after his tests im having to tether to my mobile data which is faster than my landline and thats on the same provider

Re: slow or unresponsive internet

adam945 — Thu, 09 Dec 2021 12:54:14 GMT

Thanks a lot for getting back to us @chilled83

Yeah I've just had a look at the engineer notes from the last visit which state that a working line has been proven to the property. I can also see that a second engineer visit has been arranged for Friday, so I'll hang fire on any suggestions until then to see if the engineer is able to spot anything this time around.

Your helpdesk page suggests that speeds are fine and within expectations, so It's quite odd that webpages are taking so long to load.

Re: slow or unresponsive internet

chilled83 — Thu, 09 Dec 2021 13:44:33 GMT

yeah its a really weird issue specially since we havent had issues for 6 years up until now its started on the 3rd dec a member of the tech team arranged a new router because we had a bt homehub 6 after our original hub one died the new router worked for alittle bit but then nothing most pages are now just timeing out ive even done a bt wholesale speed test and its at full sync just dont understand it

ive added the test results from it below

Re: slow or unresponsive internet

chilled83 — Fri, 10 Dec 2021 09:26:41 GMT

so bt engineer has been again no faults even tried us on another socket at the exchange to no avail becomeing a joke now lol

Re: slow or unresponsive internet

chilled83 — Fri, 10 Dec 2021 15:01:08 GMT

the issue is clearly getting worse as time goes on also just incase you need to know my sync speed is still the same

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ13233720
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:56:39
6. Data rate:	20000 / 77461
7. Maximum data rate:	25518 / 77490
8. Noise margin:	9.2 / 6.0
9. Line attenuation:	15.2 / 14.9
10. Signal attenuation:	15.1 / 14.9
11. Data sent/received:	41.7 MB / 1.8 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:	PLUSNET-5R2H
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-5R2H
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	10:d7:b0:48:75:7a
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

Re: slow or unresponsive internet

chilled83 — Fri, 10 Dec 2021 11:09:59 GMT

ok so ive been mind blown a few moments ago i managed to load a website http://ipv4.download.thinkbroadband.com where it gives you file sizes to test download and it was downloading at full speed 8.7mbps how ever websites on every single device still fail to load so searched alittle more on my mobiles hotspot cos websites load on my data plan and not landline 😠 i keep stumbleing across dns flush and things like your isp might have rerouted your dns causing issues so confused as to what is happening 😕