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Gaming problems, is it down to my Internet or is it down to the 2704n router

alexemmaburns
Rising Star
Posts: 197
Thanks: 5
Fixes: 1
Registered: ‎16-02-2016

Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi
I joined plusnet a couple of months back, I mainly game on the Xbox one but I cannot enjoy online gaming due to severe lag issues, I can't connect to friends and in lobbies especially on Cod it is so laggy it's virtually unplayable.  Now I have tried playing on both a wired and wireless connection but it makes no difference whatsoever, I have been in touch with plusnet as I seem to have speed issues were at times it disconnected or it was as low as 1mb download speeds and 0.20 upload ,  speeds seem better since plusnet looked at my phone line but this has had no effect on my gaming experience, I am at a loss what to do, I don't want to have to get a new isp but with the issues I have I am seriously considering going to virgin it BT
Does anyone know is it the router plusnet supplies that causes the issues?  Possibly not being able to handle gaming? I have also done port forwarding to no avail, please help.
Many Thanks in advance
Alex
275 REPLIES
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi Alex, welcome to the forum.
Whilst the 2704n has a few short comings, it should not be causing any lag issues. This is more likely related to your line. If you could Copy and Paste the data from the Helpdesk page of the 2704n BUT redact the serial number, your username, the Wifi SSID, and the MAC address.
If you could also Open a Command Window and do the following command    ping ntp.plus.net    and then Copy and Paste the results from that into your post as well.
alexemmaburns
Rising Star
Posts: 197
Thanks: 5
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Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi, thankyou for the welcome and the reply.  Here is the info from the help desk.  Thanks again for your reply.

1 - Product nameTonguelusnet Router
2 - Serial number:
3 - Firmware version:7.275.2_F2704N_Plusnet
4 - Board version:F@ST2704N
5 - ModeADSL
6 - Uptime:1 days 20:18:47
7 - Data rate:960/17154
8 - Maximum data rate:1224/17528
9 - Noise margin:6.7/3.6
10 - Line attenuation:13.5/25.5
12 - Data sent/received:976.1M/912.0M
20 - Broadband username:
21 - Wi-Fi network/SSID  
22 - Wi-Fi connections:Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled
23 - Wi-Fi security:WPA2
24 - Wi-Fi channel:Automatic (Smart Wireless)
25 - FirewallCheesyefault
26 - MAC Address
27 - Software variant Version 1.0
28 - Boot loader:7.275.2
alexemmaburns
Rising Star
Posts: 197
Thanks: 5
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Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Also every time I have phoned plusnet they say there is noise on my line and change some setting but then I ring back again and they say the same thing and change the setting again.
alexemmaburns
Rising Star
Posts: 197
Thanks: 5
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Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

My laptop is kaput at the moment so I have done this through my android tab through an app called Terminal Emulator which opens a command promt on android devices.
u0_a191@degaslte:/ $ ping ntp.plus.net
PING ntp.plus.net (212.159.6.10) 56(84) bytes of data.
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=1 ttl=58 time=28.0 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=2 ttl=58 time=26.3 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=3 ttl=58 time=20.6 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=4 ttl=58 time=27.5 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=5 ttl=58 time=25.5 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=6 ttl=58 time=15.9 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=7 ttl=58 time=25.0 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=8 ttl=58 time=26.4 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=9 ttl=58 time=27.5 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=10 ttl=58 time=25.9 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=11 ttl=58 time=25.8 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=12 ttl=58 time=22.4 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=13 ttl=58 time=14.8 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=14 ttl=58 time=26.3 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=15 ttl=58 time=28.1 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=16 ttl=58 time=16.4 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=17 ttl=58 time=21.5 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=18 ttl=58 time=28.3 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=19 ttl=58 time=16.5 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=20 ttl=58 time=27.9 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=21 ttl=58 time=24.6 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=22 ttl=58 time=16.3 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=23 ttl=58 time=215 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=24 ttl=58 time=30.1 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=25 ttl=58 time=17.3 ms
64 bytes from cdns02.plus.net (212.159.6.10): icmp_seq=26 ttl=58 time=20.3 ms
Community Veteran
Posts: 484
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Registered: ‎26-09-2015

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Does you phone line sound noisy?  If so then that's a fault that can and should be fixed.
alexemmaburns
Rising Star
Posts: 197
Thanks: 5
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Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi there is definitely interference when pick up land line can hear a fuzzy sounding noise.  For some reason in this house there is no BT test socket installed so I can't do a line noise check.
Every time I phone plus net they say that there is noise on the line and change settings but it makes no difference the noise is still there.
runhare
Aspiring Pro
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Registered: ‎09-10-2007

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi
The noise you describe  may be any one of a several  things. 
1. First check your filter, the ADSL signal can break through and cause a noise such as you describe if the filter is damaged or has failed. Try a good quality replacement.
2  What kind of phone are you using to dectect noise? it should be a corded phone with no mains power system: do not use a cordless or wire free phone. A fault in the power circuit of a cordless phone can induce noise onto a line even with a good filter and even when not in use or making a call. You can still do a quiet line test, even if you have no master socket with a text socket. unplug everything except a corded phone and test . If you can still hear noises then proceed to next step ( it would do no harm to have the old socket replaced anyway)
3. It may be a line fault - this could be internal on the premises in which case it is your responsibilty  or external  in which case it is BT/OR's responsibilty . In the forstcase it will cost you £50 to have an engineer call out. In the second it will cost you nothing .
Good luck: post answers back here.
GPS
alexemmaburns
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Posts: 197
Thanks: 5
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Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi gps, i havent tried a different microfibre cable but i am using the new one i got from plusnet with my router..  it was done through a corded phone, plus as I say plusnet have told me every time I have spoken or called them that they are detecting noise on the line.  I fail to see how this could be an internal problem, and really the responsibility for internal is from my phone cable and beyond, and from the main line to the phone socket is my telephone providers responsibility.  Thanks for your reply gps.
Community Veteran
Posts: 19,101
Thanks: 443
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Registered: ‎31-08-2007

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi Alex.
Well done for the stats and ping data. The stats show that your line should be capable of a decent connection (subject to this "noise" issue). Those ping times might the reason for your gaming issues with the considerable variation that's showing.
The important thing with doing checks like this especially over a wireless connection, is to firstly make sure that no other devices are using the connection, and that the testing device isn't running other programs/tasks that are using the connection or might slow down it's responsiveness. Also make sure you are sufficiently close to the router that you've definitely got a good strong signal which will be interference free.
If you can do that and repeat the ping test another time (preferably not a "peak" time) and see if the significant variation is still present.
As for the "noise", it would be good to know what the nature of this is but also what settings Plusnet have been changing. If you log into the Member Centre (portal) using the Open/Closed tickets link in my sig, and search for closed (& maybe any open one) tickets that would relate to this over a date range since you first contacted Plusnet. You can copy and paste ticket info into a post, but redact any agent names (forum rules).
As for the noise, you are going to need to "investigate" a bit more and possibly end up reporting a problem to your line rental provider (who is it?) BUT that will need to be a specific problem that will show on a line test otherwise costs could be incurred as has been mentioned.
First you need to be cautious about disconnecting the modem/router or filter etc otherwise the automated exchange Dynamic Line Management (DLM) may see your disconnects as a faulty connection. To try and avoid this sort of problem, the best approach is to power off the modem/router first and waiting about a minute before unplugging it or any filter from the line. When reconnecting, ideally ensure about 10 to 15 minutes have elapsed since you disconnected.
You say you haven't got a Test Socket so I assume you don't have a Master Socket like the one on the left?
How many phone sockets do you have in the house? If you have more than one, is anything plugged into any of the other sockets? If so, are they all connected via Microfilters that look similar to this? Do you know which socket has the main BT incoming cable?
Noting the caution about disconnecting the modem/router, do that and then plug your corded phone directly into the "main" socket with the BT incoming cable and do the Quiet Line Test. Do you hear any noise or does it still sound fuzzy? It might be an idea to borrow another corded phone when you do this check just to be sure it's not your phone making the sound fuzzy.
alexemmaburns
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Posts: 197
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Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Hi again this was the thing they kept changing to try combat the noise.

"SummarySNR profile set to 3dB causing errors. Placed reset and advised of lead times."
This was my last reply off plusnet, ever since they reset my line my speeds have been much better I'm not going down as low as 1mb download speeds any more and now have between 13mb to 15mb and now generally just above 1mb  upload which is brilliant, but you would think with them stabilising my speeds I would have no problems with my gaming experience.  I'll answer back properly on the rest ASAP.
Dear Mr BURNS,
Thank you for your patience. 
I have tested your line and can see that your connection is stable and your speeds are within the estimate for your line. However there are some automatic settings on your line which are affecting the signal to noise ratio on the line, which could cause speed and connection problems.
We have arranged for the line to be reset to try and fix this. The reset normally takes 4 hours to complete. After 4 hours your router will need to be powered off for 10 seconds and then turned back on. When it reconnects we’d expect the speed to be normal again, but it can take 24 hours before everything fully updates.
As part of resetting your line, this also starts a fresh ‘training period’ on the line. This lasts for 10 days and you may see your speeds vary a little as the line tries to work out the best balance between speed and reliability for you. You may even see that your broadband connection drops a little over this period, but this is perfectly normal.
Whilst in this training period, please make sure that your router stays plugged in and powered up continuously. If you don’t then you will receive a slower speed than your line may have been able to support.
If your issues continue, then please get back to us, either by calling us on 0800 432 0200 or by replying online here so we can move forwards.
Thank you for your patience and cooperation in this matter. Please accept our apologies for any inconvenience caused
alexemmaburns
Rising Star
Posts: 197
Thanks: 5
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Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

Could the channel I am on be an issue?
Community Veteran
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Registered: ‎31-08-2007

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

If you mean the wireless channel, then yes it could cause additional issues if there's another nearby user on the same channel.
alexemmaburns
Rising Star
Posts: 197
Thanks: 5
Fixes: 1
Registered: ‎16-02-2016

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

I have mine set to automatic ill have to look and see I never know what channel it should be on
Timalay
Grafter
Posts: 158
Registered: ‎02-05-2010

Re: Gaming problems, is it down to my Internet or is it down to the 2704n router

I recommended to try channels 1, 6, and 11 first.