topic Re: Issues with Plusnet router in My Router

Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 12:52:58 GMT

Hi,

I have been having issues with constant packet loss and slow speeds for a couple of months, I have tested my line and that seems all good with no issues so I think it is a router issue as I have to reset it 3 to 4 times a day and working from home is not ideal. I am mostly using a ethernet connection so it's not a WiFi issue and when reseting last night it wouldn't reset so I had to unplug the power supply to do the reset.

The router is the HUB One and I have been a customer for 5 years, would it be possible to have a replacement router to see if it solves the issue.

Thanks

Re: Issues with Plusnet router

jab1 — Sat, 29 Jan 2022 13:04:33 GMT

@Pollyanna29 Welcome to the forums. Are you still using the original Hub1 you were supplied with when you first registered?

If you would like advice fro other Community members:

Please supply the information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection. Please report the 'Additional Diagnostics', and sight of the Help Desk tab from your Hub 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 your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 13:22:09 GMT

Here is the screenshot of the BT Broadband diagnostic.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 13:24:38 GMT

Here is the speed test.

Re: Issues with Plusnet router

jab1 — Sat, 29 Jan 2022 13:26:48 GMT

Thanks - that shows you have good speed to your Master Socket, but the rest of the requested data will paint a fuller picture - I'll await that and have a look after lunch.

Can you please run the 'Additional Diagnostics' on that speed test page?

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 13:29:39 GMT

Hi jab1,

Thanks for getting in contact me I have posted the screenshots, I am unable to do a queit line test as I dont have a cabled phone.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 13:33:35 GMT

What of the additonal tests you require, do I just run a line test with my phone number?

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 13:52:09 GMT

Here is additonal report and the hub one helpdesk report.

Re: Issues with Plusnet router

jab1 — Sat, 29 Jan 2022 13:55:08 GMT

@Pollyanna29 Do you have a phone handset at all ? - the corded option merely removes the possibility of DECT phone noise intrusion, but most modern ones don't suffer from that.

The additional diagnostics: click the button , then select the far right tab, and enter your full phone number, including dialling code - you will probably need to scroll to the bottom of the page for the button to run it.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 14:00:24 GMT

Just did the quiet line test and thats all fine.

Re: Issues with Plusnet router

jab1 — Sat, 29 Jan 2022 14:10:34 GMT

OK, @Pollyanna29 To be honest, I can see nothing in any of those reports which are of any significance, although the two BT speed tests did show a marked difference - sadly that can happen, even with this 'improved' version, so is not something I would focus on.

You say in your initial post 'I am mostly using an ethernet connection' - is this to a desk-top with no wireless card, or to a laptop?

What reason do you have to reset the router for?

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 14:21:20 GMT

It's to desktop with a wireless card and also an xbox one both connected via ethernet. The reason for reseting is due to regular packet loss which is an issue when gaming for example online FPS games, also video call seem to cut out when in meetings in work.

Re: Issues with Plusnet router

jab1 — Sat, 29 Jan 2022 14:23:59 GMT

OK. Is the wireless card in the desktop disabled? - if not it could still be trying to connect over wireless, without you realising. I know nothing about Xboxes, so will pass no comment.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 14:24:40 GMT

Yes the wireless card is disabled.

Re: Issues with Plusnet router

jab1 — Sat, 29 Jan 2022 14:32:24 GMT

OK. This is getting strange, as I say, I can see no reason for this behaviour from the details you have provided, so I can only suggest (for the moment) that you wait for one of the PN Help Team to come along, or maybe one of the helpful Community members who patrol these pages may spot something I haven't.

EDIT: If your Hub is five years old, and a HT member pops in, they MAY suggest sending you a replacement.

Re: Issues with Plusnet router

Baldrick1 — Sat, 29 Jan 2022 15:15:02 GMT

@Pollyanna29

Are you making sure that nothing else is doing excessive uploading or downloading when you are having problems? You seem to normally have very good bandwidth for FTTC, but you can only use it once.

Another theory is whether you are on a congested line upstream of your FTTC street cabinet, referred to as a hot SVLAN. Have you noticed whether it is worse at any particular time of day? Only Plusnet can get that checked out.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 15:31:02 GMT

No other excessive upload or download as speed is pretty stable, mostly encounter packet loss which will send the ping high trying to retrieve the packets but this can happen at time of the day.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 15:32:37 GMT

Thanks for looking into this. Yes the router is getting pretty old now.

Re: Issues with Plusnet router

adam945 — Sat, 29 Jan 2022 18:48:05 GMT

Thanks a lot for reaching out @Pollyanna29 and I'm sorry to hear that you're having packet loss issues. Can I ask, are you using a VPN service at all? These can contribute to additional packet loss you see. If not, are you able to post an image of your router logs so that we can have a look at any potential packet loss data on there?

Testing the line this evening has not uncovered any issues with the line itself, other than the MTBE (mean time between errors) being quite low - 3323 seconds, so every hour or so. This hasn't had an impact on the DLM profile though, and for the most part, the line appears to be quite stable.

Going forward, are you able to remove the faceplate from your master socket, and connect your router directly into the test socket which lies behind it? I'd also suggest using a new DSL cable between the router and socket too, and avoid using any extension sockets if you're using them.

See how you get on for a few days, then reach out and we'll test again.

Re: Issues with Plusnet router

Pollyanna29 — Sat, 29 Jan 2022 23:43:11 GMT

@adam945 No I'm not connected to a VPN and I am already connected to the test socket when completing the tests. The ADSL cable and micro filter connected is fairly new as I had to have an extra couple of meters as the router is now at the other side of the room so cables are good.