Internet buffering/disconnecting after 9pm

[#1]

Issues started last Thursday and have been ongoing since. From 21:00 and onwards,  I'm unable to play apps or stream shows (Netflix/Disney/Prime/YouTube) due to constant buffering and disconnection of the internet on my TV. Internet is connected wirelessly through a firestick.

The internet will work fine on other devices during that specific time, so I'm unsure as to what the problem could be?

[#2]

From my experience of a buffering TV, there are several possible problems.

• The most likely is probably the WiFi connection - is it possible to try a wired connection to rule that out? Alternatively try changing the router to use a different channel.
• When I had ADSL Max the download speed would suffer if there was any upload activity, so if you have a low upload connection speed it could be that some other device is using the upstream bandwidth (a backup to the cloud perhaps).
• Some TVs do not stream smoothly - my LG TV fetches data in bursts every 10-15 seconds. It seems to do this when there is around 5 seconds of buffered data remaining, so if it takes longer than that to fetch the next batch of data it ends up buffering. Even though on paper my connection was plenty fast enough, this behaviour often caused buffering if any other device was using the connection even a little. I fixed that by changing to 4G broadband.

[#3]

Thank you for the detailed post.

Unfortunately, connecting wirelessly is the only option currently. I should note, this has never been a issue before (long term PN user) and seems to have only developed recently.
I switched to a PN Hub 2 on Saturday, and the buffering still persists. To add to the frustration, the Internet has been disconnecting all morning today, this time across all devices. Not a great start to the morning when WFH!

[#4]

@MK1 Maybe, just maybe, the problems you started to encounter initially  were the early manifestations of the issue you now have with your network today.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

[#5]

If you are now experiencing disconnections too, then there may be a fault. If there are also periods of packet loss that could be a cause of the buffering.

Are you able to examine the router's logs? - error seconds, SNR, etc may shed some light on the issue.

[#6]

@jab1 - I think you may be correct. It also seems the issues began almost immediately after a switch to fibre extra was made.

I've ran the phone test and it's come back clear.

@corringham - Could you please advise how or where I can review the router logs?

On a related note, I spoke with a PN advisor after my previous post and was informed that this seems to be an external problem, and one which will be referred to btopenreach to fix/investigate which will take up to two days.

Meanwhile I'm still without the net and subsequently unable to WFH. What is the process in seeking compensation in this regard?

[#7]

@MK1 OK, the fault is therefore most likely on the broadband side of the circuit, but should be rectified once an Openreach engineer investigates. The compensation will be as set out in these terms: https://www.plus.net/help/legal/automatic-compensation/

Assuming a Hub2, the logs can be accessed on the page in the picture below:

[#8]

@MK1, I've always used my own routers, so I know very little about Plusnet's routers.  It should be possible to get some useful info somehow...

@jab1, the log page you highlighted will show disconnections etc, but is there another page that has error seconds, SNR, etc, that would show evidence of noise (REIN)?

[#9]

@corringham I have never used any of the 'Hubs' - my last PN modem/router was the TG582N and I now use a FritzBox 7530, but I understand there is an option - on the 'select' button on that screen to choose alternative logs.

the 'WAN' option may be interesting.

[#10]

@MK1 

Technically, you are using a RESIDENTIAL grade service which has a 72-hour repair target.  Only after the expiry of that target does the consideration of "compensation" arise.

If you have a "mission critical" need for a more responsive service, then a residential grade service might not be the best option for you. Being reliant on a SINGLE copper wire is a high-risk game where your livelihood is concerned.

Some providers do offer same day (same half day) response services and or resilient connections ... but you pay a lot more for them than PlusNet charge.  See SoHo::1 (aa.net.uk)

[#11]

@Townman - Well that's a farce. If I'm paying for a service and PN fails to provide that service, thereby effectively not complying with its terms and conditions, then compensation should be automatically applied, irrespective of the timeframe.

I've been a long term service user of PN, and I can't say I've ever experienced these lengthy 'glitches', so having a back up has never been a requirement. Having read some of the posts on this forum this seems to be a reoccurring issue amongst users, whereby switching to fibre creates constant disconnects. Had I known this was such a prevalent issue, I would have stuck with normal broadband.

[#12]

@MK1 I'm certain @Townman will  respond, but as he points out, there is a standard 72 hour response period for BT/OR to  respond in, and that is covered within the terms and conditions you signed up to as a RESIDENTIAL customer, so they (Plusnet) are complying with the terms and conditions,

As someone who is very active on here (sometimes I wonder why) I don't see the 'switching to fibre' causing the issues - yes, most issues are now on fibre connections, but that is because the vast majority are on such a connection.

[#13]

@corringham - the events log is 122 pages long, not sure if there's a way to view a condensed version of this.

The 'select' tab which Cab1 has referenced provides options of MDW, WAN, PPP and LAN, if that's of any help?

[#14]

@MK1 As I said above (post #9) the WAN tab is useful, as would be your Help Desk page (with the 'username obscured).

[#15]

@MK1 

If you have a Hub Two click on Export on the event log screen it will save the log file as a CSV file to the download load folder of your pc, attach the csv file to this thread. Suggest you leave category as ALL. A text filter can be used for keyword search 

I'll take a look at it tomorrow if no one else has.

Dan