unusably low speed

[#1]

This afternoon the speed on all our devices (phone, TV, PC) dropped to a crawling pace, so that any website would open verl slowly, some would open without graphics, some would give connection security messages and say that https wasn't accessible and I could try http at my own risk.

On the TV, apps such as YouTube and BBC iPlayer simply don't start.

I contacted Plusnet. They did line tests, asked me to restart the router etc, but nothing worked. So they are sending me a new router.

Even logging in to my router was slow. I tried various settings in it but nothing resolved the problem.

So I am using my phone on 5G, and have also used it as a hotspot for my PC (which gave a surprisingly good speed).

I can't think of anything else to try.

Zahid.

[#2]

@zahidaziz1 Is it possible to attach an exported copy of your routers event log - assuming that you have Hub2?

[#3]

I have obtained the log file, but can't see how to attach it! All I can see are file attachment limits.

[#4]

If you are using a phone to post, select the desktop site for the forum, and you should see a 'paper clip' icon - click that and follow the prompts.

[#5]

Here it is.

[#6]

Thanks for that, @zahidaziz1 .

Unfortunately, I can't see an obvious reason for your problem, although there must be a fault somewhere - it may be a failing router, or something else.

I'll tag a couple of forum members with more experience than myself, and maybe they can spot something, but you won't get a response until tomorrow.

@Dan_the_Van  / @MisterW ?

[#7]

Thank you for all your efforts. I can wait until tomorrow. After all, the night will be just as hot whether my broadband is working or not!

[#8]

There's an awful lot of wireless connection/disconnections.

@zahidaziz1 do you have any devices that are wired to the router ? and are they working ok ?

[#9]

I just connected my laptop via ethernet by wire and got exactly the same problem.

All my devices on wifi, whether laptop, desktop, TV, phones, give the same problem.

[#10]

We'll have to wait for the new router then ?

[#11]

@zahidaziz1 

The evidence suggests this is an old Hub Two, probably dating back to 2021

To me this looks like the first time it was used

14:40:50, 14 May. Booting firmware v0.05.03.07154-PN (Thu Jul 15 11:07:21 2021)

Have you contacted plusnet support with regards to a replacement?

A factory reset might be in order.?

Edit: another thought is the Hub in a position where it could overheat. It maybe suffering from the extreme heat.

[#12]

It is a Hub Two, dating from 2022. It has been in constant use since then.

Plusnet support have arranged to send me a new hub.

It's located in a cool position.

I will try factory reset to see if that helps.

[#13]

@zahidaziz1 

I'm thinking a copper line fault as the most likely issue, but a router swap is often the first step in the fault finding process so you need to do that first.

[#14]

@markhawkin 

Something was happening as the Hub was rebooted s few times on the 14th and once on the 13th.

However the last two DSL Link down and [ERROR_NO_CARRIER] messages are

19:11:12, 14 Aug. DSL Link Down: duration was 6125 seconds

19:11:13, 14 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

19:13:51, 14 Aug. DSL Link Up: Down Rate=40000kbps, Up Rate=5945kbps; SNR Margin Down=7.6dB, Up=6.1dB

08:03:57, 08 Sep. DSL Link Down: duration was 632 seconds

08:03:58, 08 Sep. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

08:10:24, 08 Sep. DSL Link Up: Down Rate=40000kbps, Up Rate=6530kbps; SNR Margin Down=7.8dB, Up=6.1dB

If could be that 14th DSL link down could be down to the cable being reseated on the hub.

[#15]

I did a factory reset on the router. The problem still remains.

I then logged into the hub to change the network name and security password to my previous ones. The network name got reflected. But if I now coonect to the hub, my password, as changed, doesn't work. I still have to use the default password. But having logged in, if I go to home/advanced settings/ advanced wireless, it shows the security password as my changed one!

This is most bizarre! It has saved my changed password, but I still need to use the router default password to get in.