topic Re: Buffering in Plusnet Feedback

Buffering

johnpaulgossage — Sun, 11 Jun 2017 21:14:04 GMT

Hello

I see several notes on here complaining about continual buffering. I have exactly the same issue. I recently moved from EE because of their poor customer service. I am really sorry I did as the quality of the Plusnet product is vastly inferior. I have the 38 gbs product and it does not run for more than 5 minutes without stopping to buffer. The tv is unwatchable. My prior EE product never did this. I want to upgrade to the 76 gbs service as I want to download some bigger files but will not until the issue is resolved. If it carries on after my minimal contract period then I will move on. Very very dissatisfied.

Re: Buffering

rongtw — Sun, 11 Jun 2017 21:23:52 GMT

are you testing wifi ? or wired

as someone will ask

Re: Buffering

johnpaulgossage — Sun, 11 Jun 2017 21:27:33 GMT

It's a fibre link to my WiFi box from where I take a BT extender to my ring main and then to a Samsung smart tv. Thing is it worked perfectly until I moved from EE to Plusnet. Now disaster.

Re: Buffering

chenks76 — Mon, 12 Jun 2017 07:24:18 GMT

that didn't answer the question.
the device you are seeing buffering on, is it connected to your local network via wifi or ethernet?
if it's wifi then the buffering could be caused by the wifi rather than the ISP.

try connecting via ethernet and see if the problem goes away.

Re: Buffering

MatthewWheeler — Mon, 12 Jun 2017 14:03:38 GMT

Our tests aren't showing any issues.

As others have advised we need you to confirm how your connecting.

Re: Buffering

southerner — Mon, 12 Jun 2017 17:17:34 GMT

Agree. I would test the streaming with a wired connection to your new service 1st just to isolate any WiFi issues that might be in play.

If you use ISP provided routers you would be using a new router now and so the WiFi will most probably behave differently and may need a bit of config or it might turn out a different router might be better for you.

If the problem persists even on a wired connection then it might be the router or your service.

Hope that helps.

Re: Buffering

johnpaulgossage — Mon, 12 Jun 2017 20:46:34 GMT

I'm on a wired connection. I didn't have the problem on EE it started almost immediately with Plusnet.

Re: Buffering

chenks76 — Tue, 13 Jun 2017 06:39:55 GMT

so what is the "BT extender to my ring main" you mention in your second post?

Re: Buffering

rongtw — Tue, 13 Jun 2017 09:08:15 GMT

@chenks76 i would presume its the BT powerline adaptor for wifi

Re: Buffering

johnpaulgossage — Tue, 13 Jun 2017 11:28:38 GMT

BT Broadband Extender 200

Re: Buffering

chenks76 — Tue, 13 Jun 2017 13:16:24 GMT

and is the TV connected to that extender?
maybe that is causing the buffering.

try connecting the TV direct to the router via ethernet.

Re: Buffering

johnpaulgossage — Sat, 17 Jun 2017 20:58:41 GMT

thanks for all the advice. I changed my bt internet extender 200 for a 600 model and it hasn't improved
I then plugged my TV directly into the plusnet box and also no improvement. I tried reloading in via my TV and got message 'interference on line - try login in later on'.

Re: Buffering

chenks76 — Sun, 18 Jun 2017 07:51:53 GMT

what is it your trying to watch on the TV that is buffering ?

Re: Buffering

johnpaulgossage — Sun, 18 Jun 2017 08:21:16 GMT

Hi Thanks gain for your help. Yesterday evening from about 2030 until 2215 I tried to watch "Broken" on BBC Iplayer the from about 2215 until midnight "Best Call Saul" on Netflix. Both stalled and stalled plus buffered every 2 to 3 mins. I can only repeat that I did not have this issue prior to moving to Plusnet and I have had no support from them.

Re: Buffering

johnpaulgossage — Sun, 18 Jun 2017 08:22:54 GMT

In the next few days I will take out and change my filter and replace wiring from BT box to phone and Plusnet box.

Re: Buffering

chenks76 — Sun, 18 Jun 2017 08:23:08 GMT

have you raised a support ticket?
the forum is not how you would raise a request for support.

also, do you get buffering from those services on any other device? or is it just on the TV?

Re: Buffering

Anonymous — Sun, 18 Jun 2017 08:42:16 GMT

Are you saying you're still on ADSL?

Re: Buffering

johnpaulgossage — Sun, 18 Jun 2017 15:05:45 GMT

don't know what adsl means. I have one wire from my bt box to a filter whicH splits the phone and broadband. I've changed the filter and both wires for brand new ones today. I'll see this evening of there is any difference. A friend who had the same issue found that the ilprovider had 20 addresses connected to the one terminal in the box at the end of his street. they always quoted the speed to this box not his house. took him months to sort it out.

Re: Buffering

Anonymous — Sun, 18 Jun 2017 15:15:44 GMT

OK, I was asking as in your original post you hint at upgrading to a faster service implying that you may be on a lower speed fibre package or even slower ADSL* broadband.

As it would appear that you are on ADSL then if others in the house are using the internet at the same time as yourself then chances are you will experience buffering.

Are you able to post the results of a speed test.

http://speedtest.btwholesale.com/

*Asymmetric Digital Subscriber Line

Re: Buffering

Mav — Sun, 18 Jun 2017 16:00:24 GMT

Moderator's note:

Duplicate post removed.