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Horrendous broadband service - Last call for help.

Roxiefrost
Grafter
Posts: 25
Thanks: 2
Registered: ‎20-09-2023

Horrendous broadband service - Last call for help.

Evening.

I’ve spoken to so many operators at Plusnet Fault assistance on the phone, and had no many engineers round the only thing I haven’t done is posted something on the forum for one last chance at something helping the current situation.

I’ve lived at my current property now for over a year and a bit, when I first moved the connection was slow, but stable, which is fine.

Whats not fine is what its developed into, the buffering, lag and latency issues making it completely unusable. We cannot stream, we cannot game (both and my partner play, but only one at at time). We cannot have more than one device connected at any one time otherwise nothing loads at all. And if it does load, and one of us forget to turn off the wifi on our phones, even a Whats App message makes it jar up.

As mentioned we have had probably 10+ engineer visits, the first ones would fix it for 2 weeks to a month, then it would degrade again, every time. Now I am just being told the line is fine. I literally dont know what else to do, and I cannot bare speaking to another person on the phone telling me to change my Wifi channel, or am I using the right cable. The issue is on wired and wireless devices.

Any assistance at all would be appreciated greatly.
73 REPLIES 73
jab1
Legend
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Registered: ‎24-02-2012

Re: Horrendous broadband service - Last call for help.

@Roxiefrost 

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

John
Roxiefrost
Grafter
Posts: 25
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Registered: ‎20-09-2023

Re: Horrendous broadband service - Last call for help.

Thank you, will try this shortly.

I have a package that no longer has a phone line, broadband only, will that cause an issue with this test?
MisterW
Superuser
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Registered: ‎30-07-2007

Re: Horrendous broadband service - Last call for help.

@Roxiefrost you will not be able to do the Quiet line test but the the results from the BTw site and the router helpdesk will still be useful

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Roxiefrost
Grafter
Posts: 25
Thanks: 2
Registered: ‎20-09-2023

Re: Horrendous broadband service - Last call for help.

Right so I've run a few different test that I can from a few different sources, results are below. 



Screenshot 2023-09-20 090756.png

Screenshot 2023-09-20 090902.png

Roxiefrost
Grafter
Posts: 25
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Registered: ‎20-09-2023

Re: Horrendous broadband service - Last call for help.

Screenshot 2023-09-20 090756.png

Roxiefrost
Grafter
Posts: 25
Thanks: 2
Registered: ‎20-09-2023

Re: Horrendous broadband service - Last call for help.

Screenshot 2023-09-20 091414.png

MisterW
Superuser
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Registered: ‎30-07-2007

Re: Horrendous broadband service - Last call for help.

@Roxiefrost your upload speed is VERY slow, can you post the router technical log/helpdesk information please, as @jab1 requested

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Legend
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Registered: ‎24-02-2012

Re: Horrendous broadband service - Last call for help.

Also, @Roxiefrost What package are you on?

John
Roxiefrost
Grafter
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Registered: ‎20-09-2023

Re: Horrendous broadband service - Last call for help.

@MisterW  @jab1 I assume this is what you might mean?

This is a list of your Plusnet Hub settings and current statistics.

Product code:Plusnet Hub Two
Serial number:+108417+2320009460
Firmware version:v0.10.00.04201-PN
Firmware updated:14-Aug-2023
Board version:R01
GUI version:1.9 16_08_2022
DSL uptime:1 Day 18 Hrs 3 Mins
Data rate:800 Kbps / 26.077 Mbps
Maximum data rate:1.593 Mbps / 29.425 Mbps
Noise margin:19.1 / 8.8
Line attenuation:13.8 / 29.9
Signal attenuation:10.8 / 42.6
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:4.9 GB Uploaded / 204.2 GB Downloaded
Broadband username:
2.4 GHz wireless network name:PLUSNET-3PC9FS 5hgz
2.4 GHz wireless channel:Smart (Channel 1)
5 GHz wireless network name:PLUSNET-3PC9FS 5hgz
5 GHz wireless channel:Smart (Channel 40)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:
Software variant:-
Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)
Roxiefrost
Grafter
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Registered: ‎20-09-2023

Re: Horrendous broadband service - Last call for help.

@jab1 I am on a broadband only package, every time I ring they seem to tell me I'm on a 70/40 or 70/20Mbps line, I'm not 100% sure. Obviously I'm aware I won't get those speeds. 

Roxiefrost
Grafter
Posts: 25
Thanks: 2
Registered: ‎20-09-2023

Re: Horrendous broadband service - Last call for help.

@MisterW @jab1 

Having a quick look, having a loaded latency rate of 2.something SECONDS, doesn't seem ideal to say the least.

MisterW
Superuser
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Registered: ‎30-07-2007

Re: Horrendous broadband service - Last call for help.

I assume this is what you might mean?

@Roxiefrost yes.

Data rate:800 Kbps / 26.077 Mbps
Maximum data rate:1.593 Mbps / 29.425 Mbps
Noise margin:19.1 / 8.8
 
Those figures, particularly the upstream, look awful.
What are your speed estimates ? Use the BTwholesale address checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome , put in your postcode and select the address. Post the results ( but redact your address , this is a public forum )
How is your router connected to the phone line ? do you have a modern dual master socket (NTe5C & Mk4 faceplate)?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Dan_the_Van
Aspiring Hero
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Registered: ‎25-06-2007

Re: Horrendous broadband service - Last call for help.

@MisterW 

Worth noting

DSL uptime:1 Day 18 Hrs 3 Mins
Data sent / received:4.9 GB Uploaded / 204.2 GB Downloaded
 
 
 
 
 
MisterW
Superuser
Superuser
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Thanks: 5,674
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Registered: ‎30-07-2007

Re: Horrendous broadband service - Last call for help.

Yes, the DSL uptime is short, indicating a line problem

Aren't the Data figures for the total uptime of the router rather than the DSL uptime though ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.