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Broadband unstable since last Wed 6 May 2020 - slow connection

CASEYBALDWIN
Newbie
Posts: 4
Registered: ‎13-05-2020

Broadband unstable since last Wed 6 May 2020 - slow connection

Hello PLusnet--acc #00004942164

Previously Broadband was working fine. no issues.

Since last Wednesday its been intermittent signal and slow.

Rebooted router--did all the normal reset things. Still slow and intermittent broadband.

Who should I talk to about getting a LINE TEST (maybe?) ?

see speed checker below in image

broadband speed poor.JPG

9 REPLIES 9
CASEYBALDWIN
Newbie
Posts: 4
Registered: ‎13-05-2020

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

phoned 0800 number again. guy on phone was helpful. lets see....

Jh47
Dabbler
Posts: 10
Registered: ‎20-04-2020

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

Am having the same problem and it started about the same time.  My router is going offline more frequently then coming back on again after a few minutes, though sometimes longer, without me doing anything to it.  Also, my laptop has once again stopped logging in automatically and when I try to connect to router it is again saying password is invalid.  Sometimes it connects anyway and sometimes it takes several attempts to connect.  I've just done a speed check, while I have connection and it is saying it is good and working correctly, so not sure why I am having problems.  I had similar problem a while back but an upgrade by Plusnet solved it, but now same problem again.  How can I resolve this?  I am in my 70's so not a technical expert, plain language needed if giving me advice.  Thanks.

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 1,959
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

Hi @Jh47,

 

I'm sorry to hear that you're experiencing problems with your connection. I've tested your line but the test hasn't picked up the cause of this from here:

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 52.5 Mbps
Upstream Speed 13.3 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 587.4
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Reasonable
Interference Pattern Regular Interference Observed Daily
Service Impact No Impact Observed
Interference Duration Longest Occurrence ;00:00to23:45
Interference Location Customer Premise
Interference Observed In Days 14
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
DP Type External
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2020-04-30T17:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 52.1 Mbps 53.0 Mbps 52.2 Mbps
Up Stream Line Rate 12.9 Mbps 13.2 Mbps 13.0 Mbps
Up Time 859.0 Sec 900.0 Sec 899.8 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2020-05-13T16:46:14.519+01:00 2020-05-13T17:01:14.519+01:00
Ingress Code Violation 0 1
Egress Code Violation 0 0
Errored Seconds 6 1
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

Is this solely affecting your wireless connections or are wired connections affected too?

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Jh47
Dabbler
Posts: 10
Registered: ‎20-04-2020

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

Have tried all evening to get a connection to my Plusnet router both by WiFi and the Ethernet cable. I am obviously doing something wrong. Got an error message saying another device was using same IP address so change the IP address. But then it quoted the router IP address as the one being used so now am confused.  Without wifi I cannot check my Macbook's IP address. Not sure how to resolve the issue.

 

SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,215
Thanks: 236
Fixes: 52
Registered: ‎22-01-2018

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

Hello @Jh47,

 

Thanks for getting in touch and we are sorry to hear you are having an issue with your connection. A factory reset should resolve this for you.

 

You can do this by placing a pin like structure into the reset hole for 15 to 20 seconds and allow the router to setup before attempting to reconnect.

 

Please let us know how it goes.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
Jh47
Dabbler
Posts: 10
Registered: ‎20-04-2020

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

Did that last night, but it didn't make any difference.  Also did a complete shutdown of both the Mac and the router.  Still no luck. The weird thing is that after that,Mac was saying it was connected to the router and the WiFi signal was at full signal, but whenever I tried to connect to the internet, it said I was not connected to the internet.  Tried again this morning, still no luck.  It is  connected at the moment but only because I have connected it by cable to my printer, which for some reason stopped working via Wifi a while ago.  NOTE: the printer is two rooms away from the router with 2 solid walls between the room, no doorways.  Yet the Mac always connects in here.  I just don't get it.  While it is on I have made a note of the IP address, which is not showing up as connected on the Router, which I checked by logging into the Router as per instructions found on You Tube.

No doubt as soon as I unplug the printer cable from the Mac and go back into the room where the router is, it will disconnect again.  I am going to try connecting again now I have the correct IP address,  

Last night I got the message that another device was connect to the same IP address, but the address given was not the same as the one I have just found on my Mac.  Also on the list of connected devices was a unknown device, but I have identified all the devices I can think of which are connected and their IP addresses and apart from my Macbook, nothing else is missing.

Any help or advice would be gratefully accepted as I am fast losing the will to live here in lockdown Wales.

SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,215
Thanks: 236
Fixes: 52
Registered: ‎22-01-2018

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

Thanks for getting back to me @Jh47 and I am sorry to hear that the reset didn't work. I have ordered you a new router which should be with you over the coming days.

 

Please get back to me if this does not resolve the issue.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
Jh47
Dabbler
Posts: 10
Registered: ‎20-04-2020

Re: Broadband unstable since last Wed 6 May 2020 - slow connection

Sorry for delay in replying,  I finally got around to installing the new router yesterday because after your last response, the original router connected without any problems until about 2 weeks ago.  So far the connection is working ok apart from the fact that one of my mail accounts keeps quitting unexpectedly, which only started happening a week ago.  But at least have managed to connect all devices to the new router.  Will the new router have the same IP address as the old router or do I need to go back into hub manager to check this.

Baldrick1
Seasoned Hero
Posts: 6,006
Thanks: 2,656
Fixes: 177
Registered: ‎30-06-2016

Re: Broadband unstable since last Wed 6 May 2020 - slow connection


@Jh47 wrote:

Will the new router have the same IP address as the old router or do I need to go back into hub manager to check this.


 

To which IP address are you referring? To log in to the hub it's the same 192.168.1.254. Your connection to Plusnet can vary every time you switch on the hub unless you have paid for a Static address. Devices in your home will either be configured as fixed within the device so will stay the same or will be automatically allocated by the router DHCP server (more common option) and will probably have changed.