Issues with buffering/lag

[#1]

We are having issues with regular buffering and lag, over WiFi.

It’s not multiple devices all trying to do too much for the line at once.

We have done a quiet line test using a corded phone on 17070 and it’s quiet.

Looking at the info in the hub one I can see that all devices are connected using 2.4ghz, none use 5ghz. I tried separating the bands and giving them slightly different names, but I couldn’t even manually connect to 5ghz.

I’ve tried using the BT checker and get this:

Summary of Performance Test
Timestamp
Sunday 10 November 2024 | 14:28:11
Ping
14 Ms
Download
33.67 Mbps
Upload
5.57 Mbps

Summary Advanced Test
Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

Re-running it hasn’t helped. Does anyone have any further advice please?

Edit: Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.3 | Last updated 15/12/21

[#2]

Silly question, but are any of your devices 5G capable? How many at any one time? Your figures look good for a 40/10 connection.

Can you post a screenshot of the Hubs Helpdesk (obscuring personal data)

[#3]

That’s not a silly question! I should have included the info.

I’m not sure if the TV can do 5ghz. But my iPhone 12 Pro definitely can, as can the other iPhones and iPads in the house, but they’re all on 2.4ghz too. The issue has been happening when only my iPhone 12 Pro is in use.

I’m not sure what you mean with “helpdesk”?

[#4]

As you say, your phones/pads should be capable. How far away from the Hub are they?

The help desk is this:

Do the two different frequencies show as available in the kit?

[#5]

The router is downstairs, in the same place it has been for years now. The problem happens both downstairs and upstairs (in the room immediately above the router, almost directly over it). It’s a regular 1970s-ish house, not something with 10” thick stone walls everywhere. The devices were all working OK until recently — they haven’t changed (bar updating operating systems as and when Apple update them), and everything is in the same location.

[#6]

I can’t see how to add a screenshot.

Information for Helpdesk agents

When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.

1. Product name: Plusnet Hub
2. Serial number: ——
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 15/12/21
4. Board version: Plusnet Hub One
5. DSL uptime: 17 days, 15:36:32
6. Data rate: 5998 / 39950
7. Maximum data rate: 6623 / 56584
8. Noise margin: 6.3 / 11.6
9. Line attenuation: 28.8 / 19.6
10. Signal attenuation: 28.6 / 18.6
11. Data sent/received: 41.6 GB / 448.0 GB
12. Broadband username: ——@plusdsl.net
13. 2.4 GHz Wireless network/SSID: PLUSNET-HKPW
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: PLUSNET-HKPW
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: 78:65:59:b3:dd:2e
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Moderator's note by Mike (Mav): Post released from Spam Filter.

[#7]

Buffering/lag is not really frequency-dependent. I know it is a pain, but can you run this test and post the result? https://www.debugbear.com/test/website-speed

[#8]

I changed it in advanced router settings. Since it didn’t help I changed it back to how it had been previously. (I always make sure I can revert changes back again!)

Originally the 2.4ghz was using channel 10 as a manual option — I must have set that years ago. I’ve switched it to automatic and it landed on 6. It hasn’t helped at all though.

We use apps for streaming video rather than web pages. Mostly iPlayer and YouTube.

https://www.debugbear.com/test/website-speed/BTNld6Be/overview

[#9]

That looks (to me) a reasonably good result., but this is not one of my real areas of expertise, so I could be mis-interpreting it.

Your Helpdesk page may give us some more information if you can post it.

[#10]

I did post a copied and pasted version of it, as I couldn’t work out how to upload a screenshot. It appears to have vanished though. Could a moderator have deleted it? I removed the serial number and username.

[#11]

To upload the screenshot, click the 'mountain icon at the top of the reply window (between the smiley and camera), and follow the prompts. Your original could have been caught by the slightly temperamental spam filter.

[#12]

I don’t have any of those icons. It’s just a plain text input field I see (on my phone).

Definitely has been moderation in here, refresh the thread and start from the beginning, remembering what you posted before!

[#13]

Ah - the dreaded mobile version. Do you have a desktop/laptop? If not, select the 'desktop' option from the settings options.

[#14]

[#15]

Thanks for that - it looks OK  to me. Unfortunately I have to go out for the next couple of hours and won't be back on here tonight. I'll have another look tomorrow morning, but in the meantime I'll tag a couple of Community members who may be able to assist - if they are around.

@MisterW  , @Townman  ?