topic Plusnet hub one in My Router

Plusnet hub one

Ijmatravers — Fri, 25 Mar 2022 20:24:23 GMT

Plusnet hub makes high pitched noises randomly now as well as having problems dropping wireless signal and ping being all over the place ie 28 one second and then 600+ the next makes gaming practically impossible

Re: Plusnet hub one

dvorak — Fri, 25 Mar 2022 20:42:13 GMT

Moderators Note

This topic has been moved from ADSL Broadband to My Router

Re: Plusnet hub one

adam945 — Sat, 26 Mar 2022 14:03:25 GMT

Hello @Ijmatravers

Thanks a lot for getting in touch and I'm sorry to hear that you've been having issues with your broadband service. Testing the line today hasn't found any underlying issues with the service, though the L2TP profile on our side did need resetting after a recent drop in sync speed.

Going forward, I'd like to access your router settings to make some changes which are likely to improve your wireless service. This will drop the connection for a brief moment though, so I'll need the green light from you before I proceed.

Saying that, we always advise that high spec gaming is better done via an Ethernet connection, if that's not convenient, it might be worth looking into using PowerLine Adapters. It looks like my colleague Jodie is also in the process of sending a new router out given the fact it's making noises.

Re: Plusnet hub one

Ijmatravers — Sat, 26 Mar 2022 14:08:34 GMT

Hello and thank you for your fast reply that’s completely fine to go ahead and alter settings which may improve things as I’ll take any help I can get, my online gaming is done via Ethernet cable which is why the massive swings in ping is so concerning but any help you can give in this matter is greatly appreciated

Re: Plusnet hub one

adam945 — Sat, 26 Mar 2022 17:02:23 GMT

Ah fair enough, I've just run a Smart Wireless Scan on the router itself anyway, it's changed the channels on both frequencies to those best for your environment. In terms of ping, what servers are you pinging?

Re: Plusnet hub one

Ijmatravers — Sat, 26 Mar 2022 20:11:03 GMT

Ah fingers crossed that will help with the wireless signal and randomly disconnecting, I’m not sure what servers are causing the issues I play a lot of rocket league and it shows your ping in game as well as showing high latency and latency variation more often than it used to which makes the game jump all over the place and almost impossible to play

Re: Plusnet hub one

adam945 — Sun, 27 Mar 2022 17:07:02 GMT

Ah fair enough, pinging game servers isn't always the best way to determine whether you have any issues with your broadband through your ISP to be honest, ping times can differ from one game server to another you see, and at different times during the day.

Let's see whether we can improve the internal connection though, keep us posted.

Re: Plusnet hub one

Ijmatravers — Thu, 28 Apr 2022 20:55:06 GMT

Hi Adam connection issues still seem to be somewhat erratic and when using SpeedTest.net to determine my connection speed today it’s barely going above 6mbps when it’s supposed to be 37-54 in the estimate which is concerning

Re: Plusnet hub one

adamwalker — Fri, 29 Apr 2022 11:29:10 GMT

Hi there, I'm really sorry that speeds are still an issue. I've just been running diagnostic tests on the line and everything is looking fine according to that, were you connected over WiFi or ethernet when you noticed it running around 6mbps?

Re: Plusnet hub one

Ijmatravers — Sun, 01 May 2022 15:02:41 GMT

Hi i was connected via Ethernet cable when I did the speed test so for it to be that low is shockingly bad

Re: Plusnet hub one

Gandalf — Mon, 02 May 2022 18:35:02 GMT

Hello,

I'm really sorry to see you're having a lot of speed issues still.

I'd like to arrange a Qube engineer (working on behalf of BT) to take a closer look and help out. Could you reply to the ticket I've logged on your account Here then post back once you've done so?

I'll then make sure we book the engineer for you as soon as we can.

Re: Plusnet hub one

Ijmatravers — Mon, 02 May 2022 19:12:48 GMT

Hello I have replied to the ticket on my account as well as the email sent to me regarding further tests on the line with picture verification from my Ethernet cable connected desktop pc using both btwholesale and SpeedTest.net both registered results of 7.18 and 7.12 mbps respectively

Re: Plusnet hub one

Gandalf — Mon, 02 May 2022 19:28:04 GMT

Cheers, I've arranged the Qube engineer for you now and updated the ticket with the appointment details.

Let me know how it goes.

Re: Plusnet hub one

Ijmatravers — Tue, 03 May 2022 17:47:13 GMT

So the engineer came and apparently found no fault with the line at all stating speeds of 31mbps and yet when I got home from work and checked again at 5.30 yet again speeds were showing at between 7 and 9 mbps somethings isn’t quite adding up

Re: Plusnet hub one

Townman — Wed, 04 May 2022 07:37:46 GMT

There is a difference between line sync speed and usable data speed.

Can you please post the line stats from the router?

Data speed can be impacted by multitude of things, including your PC, what else is using the network, the back haul from the exchange and the specific data speed test site you use.

Re: Plusnet hub one

Ijmatravers — Wed, 04 May 2022 09:46:06 GMT

Not sure how to go about getting that data to post it on here I’ll have to try and find a guide for it later when I’m home from work

Re: Plusnet hub one

Ijmatravers — Wed, 04 May 2022 16:26:09 GMT

Have taken a screenshot of the information requested and added it to my public album not sure how or if I can add it to this thread

Re: Plusnet hub one

Townman — Wed, 04 May 2022 16:57:39 GMT

Just copy & paste the text similar to...

DSL uptime:18 Days 19 Hrs 48 Mins

Data rate:5.958 Mbps / 63.027 Mbps

Maximum data rate:5.958 Mbps / 62.778 Mbps

Noise margin:6.0 / 2.8

Line attenuation:7.4 / 19.9

Signal attenuation:7.4 / 25.6

Re: Plusnet hub one

Ijmatravers — Wed, 04 May 2022 18:46:12 GMT

3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 1 days, 06:27:00
6. Data rate: 5446 / 33820
7. Maximum data rate: 5742 / 39053
8. Noise margin: 6.3 / 6.0
9. Line attenuation: 28.0 / 21.1
10. Signal attenuation: 27.2 / 19.7
11. Data sent/received: 1.8 GB / 17.4 GB

Re: Plusnet hub one

Gandalf — Thu, 05 May 2022 09:35:32 GMT

I've done some digging. When you get high latency or notice your speed is really slow, are you downloading anything? Looking at your usage on the 28th April in the evening, you've been averaging 14GB an hour, so you seem to be saturating your connection as that's generally the maximum you can get with a line speed of around 33mbps.

Running a speed test while downloading will show lower result and heavily downloading can mean latency is higher.

If you turn all other devices off except one computer that's plugged into your router using an ethernet cable and make sure there's nothing open in the background on that computer, what speed do you get on a speed test and also what's your latency like while gaming? Is there any improvement or do you still suffer from the same issues?