Broadband signal constantly dropping out and very slow

[#1]

Hi guys, so the last two weeks my wifi has been appaling. Much much slower at all times, and often completely unusable. 

I don't know if its due to Covid and people using more internet at home as the timing fits. 

I can't stream anything, no video calls, can't download photos on my phone. Its super tough right now as I'm at home with a 3 year old on my own in isolation and family are hundreds of miles away. 

I've been with plusnet almost 2 years and hadn't considered changing supplier until now but its so bad I can't stream anything which given the currently situation is tough as I want to stay on top of the news. 

Any support greatly appreciated 

Thanks in advance 

Jen

[#2]

Welcome to the forums @Jmsmileychic . As you have posted on the ADSL board. I assume you are not on Fibre to the Cabinet (FTTC).

To give any of the members on here a chance to help you, can you please have a look at this thread, and follow it as closely as possible : https://community.plus.net/t5/ADSL-Broadband/ADSL-Speed-faults/m-p/1270245#M297501

[#3]

Your connection looks solid generally, but there have been a couple of drops which leads me to think this is probably wifi. Please, if you can, try a wired connection for testing to see if you see any improvement?

[#4]

Hi, thank you for your reply. I've tried a wired connection and had absolutely no improvements. I can't stream or connect to anything. It either doesn't load at all or takes 5 minutes then plays in 10 second chunks broken up with minutes of waiting in between. Emails accounts are taking up to 5 minutes to load and I just tried to open up a new email to send and have waited over 10 minutes but it just keeps freezing.
All my devices have suddenly slowed to an almost grinding halt in the last 2 weeks. I now disconnect so I only have one device running but it honestly makes no difference. I'm really struggling with this as alone at home with a 3 year old and also cannot work as a consequence of this. I can't video call any family or friends with my little boy or use educational materials to continue his learning during this period.
I'm almost crying writing this...

I have always been happy with the service and understand there is potentially greater demand right now but I'm really cut off as a consequence. If this cannot be addressed I am seriously thinking I need to swap to another supplier as even posting on here I am having to use mobile internet as the page won't load.

Please please help

[#5]

Sorry meant to say, i haven't got the cables to try that kind of connection.

Ive done a wifi speed test on several occassions today and I'm consistently getting the following results

0.07 mbps download
0.68 mbps upload

Really struggling here

[#6]

@Jmsmileychic Have you tried to follow the link I posted above? Sight of your router statistics may give us more of a clue.

[#7]

Hi there

This is the info i got from logging into my router online and selecting help desk. The link to router stats just sent me to a generic menu.

I hope this is right.


Your Plusnet adviser may ask you for the following information:1 -

Product name:Plusnet Router2 -

Firmware version:7.275.11_F2704N_Plusnet4 -
Board version:F@ST2704N5 -

Mode ADSL6 -

Uptime:0 days 23:00:117 -

Data rate:336/4168 -

Maximum data rate:344/4569 -

Noise margin:6.9/2.410 -

Line attenuation:55.9/60.512 -

Data sent/received:196.9M/1.5G20 -

Wi-Fi network/SSID:PLUSNET-R6M9FC22 -
Wi-Fi connections:Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled23 -

Wi-Fi security:WPA224 -

Wi-Fi channel:125 -

Firewall:Default26 -

MAC Address:34:6b:46:a6:e9:9727 -

Software variantVersion 1.028 -

Boot loader:7.275.11

[#8]

Thanks for that info, @Jmsmileychic 

First things first - I would edit out your Serial numer in line 2, and you user name in line 7.

[#9]

Thank you John

[#10]

The only other thing that strikes me is your u/s SNR - that looks horribly low for your attenuation figures - but I'll go back and try and make more sense of them in a bit - the formatting of the data makes it a bit hard to read.

[#11]

Sorry I'm trying to do this from my phone on mobile internet.

I've edited now so hopefully it's easier to see now.

Thank you for taking the time

[#12]

@Jmsmileychic Thanks for the edit - things a a bit clearer.

From what I can see, you are on a long line, only on an ADSL1 connection, with a stupidly low SNR. This needs further investigation by Plusnet.

@plusnettony  - any further thoughts, or am I going the wrong way about this?

[#13]

@Jmsmileychic Without being too explicit, where are you, and do you know which exchange you are connected to?

[#14]

Just looked it up and its says Cressington Park (LVCRE)

[#15]

So, Liverpool/Wirral area?  Are you out in the countryside - your statistics suggest you are quite a distance away?