Plusnet Hub 2 ADSL no internet

[#1]

In that case, @stockfast , it slightly explains the speed (I don't recall the line length /speed correlation, although I would still expect better). However, the Attenuation figures on that Technical Log suggest very strongly that either they - or the engineer - are wrong.

[#2]

@stockfast

Correct, Plusnet don't and won't do VoIP.

To stay with Plusnet for broadband and email, she needs to 'upgrade' from ADSL to SOGEA.

Within 30 days of the conversion to SOGEA,  you'd migrate her landline phone number to a VoIP provider (e.g. A&A).

For her to use the existing handset, you'd need to buy a VoIP ATA adaptor, that converts the handset's BT plug, via some electronics, to an ethernet port which you then connect to a spare LAN socket on the Hub2 router.

Her phone handset will then function as before, although any answer machine facility will be dependant on which VoIP service is chosen.

.

[#3]

---

@jab1 wrote:

... I don't recall the line length /speed correlation, although I would still expect better ...

---

@jab1 

Kitz says this -

[#4]

Thanks, @outcast . I got involved on another forum before I had chance to check that, but you have proved what I thought - the line is performing as well as can be reasonably expected.

As I said earlier, I'll have a look at that error log tomorrow morning, but @stockfast , or his MIL, need to report a fault to PN.

The DSL uptime is horribly low.

[#5]

@jab1 

I can't say I'd be bothered with that SNRM. 

When I was on ADSL2+ at slightly above those speeds my SNRM was typically 18dB on a VERY quite line.

On ADSL2+ at speeds around 20Mb, Openreach like to increase the SNRM to reduce the signal power level on the landline wires, to minimise crosstalk on the analogue voice circuits and adjacent ADSL lines going back to the exchange.

.

[#6]

OK - it is many years since I was on a long ADSL connection, and my memory ain't what it was, so I'll take your word for it.

However - there is a fault somewhere.

[#7]

---

@jab1 wrote:

However - there is a fault somewhere.

---

Does it matter ?

The solution is to upgrade to SOGEA, which will be wired to a closer FTTC cabinet instead of the exchange.

It should be just as quick to perform the SOGEA upgrade, as it would be to get an engineer to look at the exchange wires.

.

[#8]

Actually, I agree with you - except - who knows where the FTTC cab is - if the exchange is that close to the property, it might even be an EOL connection? Very unlikely, I know, but there are some still around.

Anyway, my back is killing me, so it is time to go horizontal. 😀

[#9]

---

@jab1 wrote:

Actually, I agree with you

I suppose there's a first time for everything !

---

@jab1 wrote:

... except - who knows where the FTTC cab is - if the exchange is that close to the property ...

Well the availability checker results would suggest that the FTTC cabinet is just outside the front door ! -

.

[#10]

@stockfast 

Something else you could try.

In the router's log file, many of your WiFi connected devices are thrashing between the 2.4GHz and 5GHz bands.

This might give the 'feeling' of an intermittent internet connection.

Can I suggest switching OFF the 5GHz WiFi band,  as the remaining 2.4GHz band is more than enough on ADSL speeds.

Watch this video - YouTube : Changing your Hub Two wireless settings  

then at time = 1:20  you should see the web page shown below,

toggle the 5GHz wireless to OFF, then hit the [Save] button.

.

---

[#11]

---

@outcast wrote:

---

---

@jab1 wrote:

... except - who knows where the FTTC cab is - if the exchange is that close to the property ...

Well the availability checker results would suggest that the FTTC cabinet is just outside the front door ! -

.

---

Again, I agree - it is obviously fairly close by, but I am a little wary of that data - my results from there also give those figures, but my 'last mile' of copper was around 400m.

[#12]

---

@outcast wrote:

@stockfast 

Something else you could try.

In the router's log file, many of your WiFi connected devices are thrashing between the 2.4GHz and 5GHz bands.

This might give the 'feeling' of an intermittent internet connection.

Can I suggest switching OFF the 5GHz WiFi band,  as the remaining 2.4GHz band is more than enough on ADSL speeds.

.

---

---

Looking at the log before this issue arose, the OP's MIL connection was up and down like a yo-yo - and that behaviour is typical of when there is a mix of 2.4 and 5Ghz kit around, especially if the 5Ghz is 'mobile' devices.

The problem is the DSL connection.

[#13]

Morning update.

I left the router switched off over night. All Apple devices taken off wifi. When I switched it on again this morning it still sticks at solid orange (same LCP loop). Whatever Plusnet did yesterday seems to be permanent. I think I might try another factory reset as there is not much else I can do until the new hub arrives and I get back on to support.

Thanks @jab1 and @outcast for your advice. I will switch off the 5GHz wifi. I don't think it was involved as the symptoms showed on the wired PC as wel but, as you say, there is no need for it. My initial though, months ago, was to upgrade the line. It would make working "from home" easier when family are visiting but MIL is not a heavy internet user and we were concerned that if the upgrade did not go smoothly there would be no on here to sort things out. There was also the issue of the landline. I guess I will have to rethink this.

Do you think it is worth going back to support before the new router arrives? If so, what should I say to them?

Pete

[#14]

Morning Pete.

The new router is going to have no effect - the error is somewhere on the line between the house and exchange.

There is no problem trying another factory reset, but I think it is a pointless exercise. Just out of interest, the 'username' is your MIL's, and not 'setup@plusdsl.net', is it?

I don't think going back to support is of any use whatsoever, unless it is to ask them to arrange a Opereach investigation.

Another thing that has occurred to me - how quiet is the phone line? Dial 17070, select option 2 - after the phone number is confirmed, there should be NO noise on the line except for the periodic 'Quiet Line Test' message.

[#15]

Morning John,

I don't really expect the new router to do anything. It does seem to be the standard support response - when they are out of options send another router. I have done a factory reset. It stuck at the same stage. I have changed the username back to MIL's again but still cannot connect. When I did the first factory reset for support I had to manually reset the name but once I did that it at least go an IP. Not sure what support did at their end but can't even get that now.

I will try a quiet line test. I did one a few weeks ago, before the OR engineer visit, and there was a small amount of intermittent noise. I assumed the visit had fixed that :).

Thanks,

Pete