Plusnet Hub 2 ADSL no internet

[#1]

Yep - definitely ADSL - on a longish copper.

[#2]

She has a  Winndows PC wired in (via powerline) and a laptop which is switched on every now and then. Also a printer that connect via wifi.

[#3]

Since Openreach did the line the upload speeds have increased dramatically. The physical line seems pretty good now.

[#4]

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@stockfast wrote:

Is there a particular problem with apple devices?

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I have noticed that there can be a 'perfect storm' when using iPhones with Hub2 on ADSL connections.

ADSL has very low 'upload' bandwidth, and the upload path capacity is easily overwhelmed with modern usage patterns.

The Hub2 has always been particularly poor at managing 'upload' buffer management, and apparently crashes when the rate of uploaded data exceeds it's ability to buffer the data needing to be sent from the modem.

Apple iPhones, are optimised to maximise the WiFi available bandwidth (more than say Android phones), and are capable of overwhelming the upload capacity of the Hub2 (on ADSL), causing the Hub2 to show the symptoms of crashing.

iPhones also have a tendency to randomly do iCloud backups with the near immediate consequence of the Hub2 failing.

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[#5]

@stockfast  does your MIL  still use the old analogue PSTN landline telephone ?

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[#6]

@stockfast I, or maybe someone else, needs to have a look at that log in detail, but at a quick look, even before your 'problems' started, something doesn't seem right, and since then it looks horrible.

I appreciate it is getting late, but is there any chance of posting the 'Technical Log - Information' screen, obscuring the username?

[#7]

@outcast I will get the iPhone switched off and see what happens. Yes MIL is a heavy landline user.

@jab1 info below. Yes the weirdness has been going on for months.

[#8]

@stockfast Thanks for that data. There is something really strange there - the connection is dropping regularly you have a high SNR, and the attenuation suggests your MIL is inside the telephone exchange.

I'll have another look at the log tomorrow morning when my head is a bit clearer, but this needs some proper investigation by BT/OR.

[#9]

@jab1 Yes, MIL can see the exchange from her bedroom.

Good night. Thanks for all your help.

Pete

[#10]

@stockfast 

Realistically the solution to this problem is that you need to persuade your MIL to upgrade from ADSL to SOGEA,

as  she still uses the landline phone, then you will also need to convert her phone to use VoIP after going SOGEA.

Are you aware that Openreach are switching off the PSTN landline phones in January 2027, but are trying to get all residential customers to convert their analogue phones to VoIP by the end of 2025.

On Plusnet ADSL this poses a potential hazard !.  When the 'voice' part of the service is removed from ADSL, the line becomes SOADSL.  Plusnet don't provide SOADSL lines, so potentially when Openreach remove the phone service, your MIL's Plusnet ADSL account will automatically close, and take with it any other services such as email, etc.

Fortunately for you, if your MIL upgraded to SOGEA (sooner rather than later), she can keep her Hub2 connected as it is, and the iPhone/WiFi/buffering issue would likely disappear.

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[#11]

@outcast Agreed - switching to SoGEA would potentially clear the issue - although, as this issue has been going on for months according to @stockfast , there is something strange going off. If the MIL is that close to the exchange - unless the line takes a massive detour, she should be getting close to the max speed, with a more sensible SNR figure.

[#12]

@outcast Yes I was aware of the landline issue.

I might not quite understand the Plusnet side of it. I was worried that she would have to move away from Plusnet as they weren't doing voice connections anymore.

Bottom line is that she needs a phone she recognises (ie the ones she has already) that she can make calls on. Is there a Plusnet contract that could provide this? I thought there wasn't. She won't use VOIP unless we can make it seemles.

Cheers,

Pete

[#13]

@stockfast PN don't offer a VOIP solution themselves, but there are other providers out there, and plenty of help on this forum.

[#14]

@jab1 Apparently, according to OR engineer, the line takes a very long route to the exchange. Maybe 400M up a path and back again. No idea why.

[#15]

@jab1. Thanks, I can do VOIP. Just want to minimise how much tech support I have to do