Log in painfully slow and prone to errors - MacOS/Safari

[#1]

I'm a long time PN customer now using FTTP for over a year. I have very common log in problems and delays of several minutes (for both main site and community but the former is worse) - also, once logged in moving between tabs and sections of the website can be laggardly. Sometimes get the dreaded 'This Connection Is Not Secure. The website does not support connecting securely over HTTPS.' guff. I've restarted the browser, OS, cleared cache etc. and sometimes there's a brief improvement but not for a whole session, normally just a few clicks.

It's somewhat better on iOS/Safari but not great.

It's so poor I've considered swapping to Zen when my contract finishes in December.

Is this a known sluggishness? Is there a workaround?

I am also contemplating upgrading my 300Mb package to 500Mb with PN but this poor log in experience is counting against the idea.

Thanks for any suggestions.

[#2]

An upgrade from 300 to 500Mbps would be for sure a costly mistake & not a fix. Even setting my network speed down to 10Mbps both the Plusnet Member's Centre and this Forum login quickly and snap onto the screen.

I suggest you start with some basic speed tests on your computer and on iOS/Safart too.

https://interprefy.speedtestcustom.com/

1) What kind of Hub / Router + home network you are using ?

2) Does slow web access issues persists on other major websites like Amazon or Barclays / HSBC etc  ?

[#3]

I'm hoping that an upgrade to 500Mb wouldn't be costly as it indicates that it should be about £4- less per month than my present contract 😕

Other websites are better though some cycle through pages before arriving where they should be.

My wifi is a Deco mesh which works fine. I get 300Mb download consistently and nearly 50Mb upload.

I do think there's an issue with caching and cookies and other stored data but I haven't any further insights.

Thanks.

[#4]

Check the configuration of the Deco mesh. 

Make 100% certain that it is not resulting in Double NAT.it give the strangest of failure modes.

This typically occurs when a ISP Hub is in Router mode and the Deco mesh is also in Router mode or has DHCP enabled.

[#5]

Well, a random Google brought up a thread from 2022 that referenced the Private Relay feature with iCloud - apparently turning off private relay can ease the issue so I tried it and it did. Not sure who is at fault here, Apple or Plusnet but as it's been going presumable since private relay was introduced in 2021 it probably is with us forever 😕

[#6]

Thanks, Philip - it may be an Apple/Private relay thing generally banging up against Plusnet!

[#7]

Apple Private Relay is essentially a VPN.  VPNs often fail or work very poorly over Double NAT.

[#8]

I would wonder about IPv6.

Is IPv6 turned on with the Deco?

If you have the Plusnet Hub try swapping that for the Deco and see how responsive that is.

[#9]

@markhawkin Unless the OP is on the trial, I would imagine IPV6 is off, as it is not available to the general population.

[#10]

@jab1 

My thinking is that the Deco router is possibly advertising IPv6 addresses and devices with an "IPv6 first" preference have tried to get out using IPv6. Only when that fails do they try IPv4 and get addresses resolved, hence the delay.

Yes, without a specific arrangement for IPv6 (such as a tunnel or similar) there won't be any functioning WAN connectivity using IPv6

That was one reason why replacing the Deco with a Plusnet Hub might be worth an experiment.

[#11]

I understand what you are thinking, @markhawkin , but such delays would be measured in milliseconds, and not be noticeable.

[#12]

I don't have a Deco system or use IPv6 but a quick Google on the topic of Deco and IPv6 comes up with plenty of discussion of issues.

Obviously few people post how splendidly things are working but even so, firstly using a Plusnet Hub and secondly checking the Deco's IPv6 status seems worth a try.

[#13]

If private relay is enabled then that will be the issue, just disable it - it's not a great service anyway.

[#14]

Moderators Note

This topic has been moved from My Account / Billing to Everything Else.

[#15]

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@jagey wrote:

I'm a long time PN customer now using FTTP for over a year. I have very common log in problems and delays of several minutes (for both main site and community but the former is worse) - also, once logged in moving between tabs and sections of the website can be laggardly. Sometimes get the dreaded 'This Connection Is Not Secure. The website does not support connecting securely over HTTPS.' guff. I've restarted the browser, OS, cleared cache etc. and sometimes there's a brief improvement but not for a whole session, normally just a few clicks.

It's somewhat better on iOS/Safari but not great.

It's so poor I've considered swapping to Zen when my contract finishes in December.

Is this a known sluggishness? Is there a workaround?

I am also contemplating upgrading my 300Mb package to 500Mb with PN but this poor log in experience is counting against the idea.

Thanks for any suggestions.

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My only suggestion would be that, if you think changing from a 300Mbps to 500Mbps FTTP package is going to change your seeming log in problems with this site, you are going to be very disappointed!

I have no such delay problems on 150Mbps FTTP, but then I didn't on 40/10 Mbps VDSL either. If you really are getting delays of "several minutes" clearly something else is very wrong instead of simply too 'slow' a network package. It's either down to something local: Your PC, browser, Wi-Fi(?), DNS or a faulty router or home network issue - or something like a virus on PC or router. Either that or there is some serious upstream network problem.

I think you need to check out the basics: Actual download speeds, network settings, WiFi etc.