Speed Issues

[#1]

I'm wondering if this is a common issue - from some of the posts I've seen it would certainly seem to be.

I switched from Sky 18 months ago. Whilst with Sky I had no issues ever. Speed was always good, even in the height of lockdown when we had 3 people working from home and one gamer in the house. My main reason for swithcing was due to Sky's constant price hikes.

I switched to Plusnet mainly on the strength of guaranteed minimum speed (36.4Mb).

I don't think I ever get the minimum speed. I'm constantly having to reboot the router (Hub 2) and it will initially show an increase on download but upload almost never gets above 1.5Mb. My download speed is usually around 20Mb. 

I've previously run through the troubleshooting guides but found nothing makes any difference. The speed has been tested with a laptop directly plugged into the router, with a desktop also plugged into the router and on two mobile devices over wifi. The speed is pretty much within 0.5Mb of each other.

Note, in 6 years with Sky we never had to switch the router off. It was never rebooted, never powered down. It just worked.

With plusnet I get buffering on movies or tv shows, videos that take hours to upload, household members complaining about the speed.

A leaflet came through my door for Gigaclear full fibre that basically will allow me to switch for free prior to my contract expiring in December and I have to say I'm seriously considering it. Even the price when in contract is £6 cheaper than I'm currently paying on plusnet.

Has anyboby fixed their slow internet by doing anything that is not covered in the help guides plusnet provides? I hate using phones as I'm hard of hearing and in anycase we don't have a landline and have no mobile signal in our house, and obviously relying on piggybacking the WiFi for calls isn't going to happen with the current issues

[#2]

@IJJ What product are you on? - I'm guessing from the above it is 'Fibre' (40/10) and you are a distance from the fibre cab.

Sight of the result from either https://www.broadbandchecker.btwholesale.com/#/ADSL or https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome (hiding your personal details in either case) would give us a starting point.

[#3]

@jab1 Does this help? And yes - product is Fibre. 

[#4]

@IJJ It does, and tells me you should be getting better speeds/more reliability. Unfortunately, it means I now have more questions.  - or you could report the issue direct to PN via: https://www.plus.net/help/report-a-problem/ - your choice.

[#5]

Happy to answer questions. From my perspective - nothing has changed in the house set up from when we were on Sky so I'm surprised to have the issues we've been having. Latest speed test after rebooting the router:

[#6]

From that data above, I suspect you have a connection issue somewhere, most likely in the OR network. To validate my thoughts, can you please provide a screenshot of your Hubs Technical Log - obscuring the username, and your Event log as an attachment?

I still have the suspicion that you will have to raise a fault as I suggested in post #4 above to get PN to investigate.

BTW - please avoid rebooting the Hub, it is not helpful and could lose useful data.

[#7]

@jab1 had to reset the admin password as I'd forgotten it!

[#8]

@IJJ As your speed is way below the hand-back threshold and your connection is flaky, I suggest you use the link I provided earlier to report a fault. Let us know the response, please.

[#9]

Hey @IJJ 👋

I hope you are having a great weekend so far. I conducted a couple of checks and found a slight issue. I tried to call you to discuss this and run through some solutions, but I wasn't able to reach you. If you could reach out to our Technical team, they can assist you with some checks when you're available.

[#10]

@jab1 Thanks - not sure what's going on at the moment but I've just run a speed test on ookla and it's showing 47Mb download and 11Mb upload. I've never seen it that fast in 18 months. I'll keep an eye on it and if it drops again I'll report it.

[#11]

@Marsh Per my original post - mobile signal in my area is virtually non-existent.

Did you do anything your end? As it's now 47Mb download and 11Mb upload which I'm pretty certain we have never seen.

[#12]

I have not made changes to the line myself. My line test could have had an effect, but if it worsens, please reply to this thread, and I can take a look at it.

[#13]

@IJJ 

The test @Marsh performed might have reset the line

Can you please post the latest Technical Log page please?

[#14]

[#15]

@Marsh 

I would say there is a line fault somewhere as since your test the Line attenuation has gone from 31.2/31.8 to 9.5/21.5 which suggests @IJJ house is now nearer the green cabinet.

I would suggest NOT restarting the Hub for now.