Son can't play game online

[#1]

Hello there , I have been with you since 8/12/14. I moved from TalkTalk . Unfortunately we are finding that your service is slower than TalkTalk , my son likes to play Counter Strike online with his friends but he is unable to do so with Plusnet . We are finding the service much slower than TalkTalk which is a great disappointment , we had been recommended to use you by friends as well . Am seroiusly thinking of Canceling our service with you as it it so poor .

[#2]

The guys (and gals?) on here seem really helpful, I'm sure they'll help get any problems sorted.
They'll probably ask you for some more information to help figure out what's wrong. This thread here has a lot of useful information:
http://community.plus.net/forum/index.php/topic,96155.0.html
If any of it seems confusing to you then get your son to help
I'm a big counterstrike fan myself, and I've been happy with plusnet on 1.5Mb adsl, 72Mb fibre, and now 18Mb adsl. Hope your son can get back to playing smoothly soon!

[#3]

As above - can you post your router stats so we can get a better idea of what your connection looks like ?
Ta

[#4]

Thank you both for your relies , how do I find my router stats ? Sorry I'm very dumb when it comes to Internet type things 

[#5]

the link given in the first reply explains

[#6]

I really don't know what I am looking for (so sorry ) is it any of the figures that I am about to post
jim:green image removed as it includes the full login name - paranoid moi mod:end

[#7]

Another set of figures

[#8]

You're nearly there - click on 'DSL connection' and then 'Details' (right hand side) when logged into the router, then copy and paste the info straight into a new post in this thread.

[#9]

Can you put in your phone number here http://www.dslchecker.bt.com/ and tell me which cabinet you're on?

[#10]

Hi Andy , it says I'm on cabinet 1

[#11]

Is this the details you need ?

[#12]

They will be the ones
Is your son playing from a wireless connection or does he have a lead between his console / computer and router.
I notice the router has only been online for around 10 minutes - had it been turned off for any reason or do you experience disconnnections  on a frequent basis ?

[#13]

Hello again Doms S , no we haven't switched the router off , we often lose connection , my son uses a powerline adapter on his computer , I have just ordered him an extra long Ethernet cable to see if that helps him .

[#14]

It might be worth one of the Digital Care Team checking the connection/disconnection status of your connection when they get in tomorrow - if your router is disconnecting a lot then it will interfere with gameplay.
A long cable is great - it will rule out another potential issue
Fingers crossed you get it all sorted.

[#15]

Hi there,
The line is dropping out, but has been a bit better since Friday:

Is the router currently plugged in to the master socket? http://www.plus.net/support/broadband/master-socket-guide.shtml
The speed you're getting, 4Mb/s, isn't the fastest but should be fine for gaming.