Broadband intermittant

[#1]

Hi - we've been with Plusnet since November.  In recent weeks (perhaps months even) the broadband is prone to either going incredibly slowly for a few minutes at a time (e.g. videos on youtube won't stream) and/or cutting out altogether (so my mobile switches to mobile data for example).

Is it possible for someone to look into this for me please?  Happy to provide whatever additional informaiton is necessary.

Thanks.

[#2]

Hi MrChips,

A warm welcome to the forum.

In the first instance there’s a lot of self help you can work through. Please take a look at the speed issues link below.

Check the phone line for noise and if you are able, please post your router stats.

[#3]

Hi @mrchips, welcome to the forum.

Sorry to hear you're having connection issues. Checking from this side everything looks fine. The most likely explanation for the issue right now is that it is to do with Wireless interference. There is a setting on your router that can sometimes cause the problem you are currently experiencing and it the first thing I would recommend changing.

If it is solely wireless devices where you notice the issues then I'd recommend following the steps below on how to best optimise the wireless to suite your property which should improve things for you.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app called wifi analyzer which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

1) To connect to your Plusnet Hub Zero, you will need to open a browser and go to http://192.168.1.254

If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

2) Once you are connected, you will see the option that says 'Wi-Fi Network' with the name of your network followed by the 'Settings' button.

3) Please select 'Settings' and you will be asked to log in with the 'Router Password'. This password is found on the bottom of the router and is case sensitive. This password can also be found on the plastic card that came with the router.

4) The Channel is the key option that we need to look for, If this is on Auto then we will want to change this to one of the 13 channels listed on the drop down menu. This stage is all down to trial and error to find the best channel for you.

If we are experiencing issues on wireless, then it is recommended to change this to one of the 13 channels listed.

When you have changed the wireless channel, we suggest trying it for 3-4 hours to see if the issue persists before trying another channel.

Let us know how it goes please.