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Appalling Product

keithandrewowen
Grafter
Posts: 25
Thanks: 3
Registered: a week ago

Appalling Product

I'm a new Plusnet customer (about 3 weeks) but the service is so bad I'm considering quitting already

Several times (I mean like 25 or 30 times a day) either the router drops a connection to the server (red "b" flashing and main light orange) or the Wi-Fi just drops (router seems OK but all Wi-Fi devices lose connection). This comes back after a couple of minutes (router manages to reconnect or Wi-Fi returns). But then all my devices get an error message stating that a sign-in is required to connect to the Plusnet network, and I have to click that button to reconnect. If I don't notice that, then I have no connection at all for the rest of the day/evening.


This is just completely unacceptable. We use a streaming services to watch TV and movies, and we're unable to watch a single programme because the connection is just not stable. Online shopping is impossible because you cannot complete a transaction before the connection drops again. Video calls - forget it.

 

The Member Centre tells me my current download speed is 58.2 Mbps (Unlimited Fibre). What a joke - speedtest.net says it's 7.8 Mbps, and I know which one I believe

 

Is Plusnet really this bad?

63 REPLIES 63
jab1
Seasoned Hero
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Re: Appalling Product

@keithandrewowen Welcome to the forums. Have you checked the 'Fibre Speed issues ' topic towards the top of this board?

Having asked that, though, from the rest of your post it appears you have a network problem somewhere, so I would suggest raising a fault at faults.plus.net.

John
keithandrewowen
Grafter
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Re: Appalling Product

Thanks for the reply

I've already raised a question for having no service at all, which resulted in a visit from an Openreach engineer. That seemed to get me a connection, but it's clearly not stable enough to be usable.

I've tried disabling the 5 Ghz channel as I read that this can help with wi-fi drops sometimes.

I've now updated my original question (after having had to visit the forums to find out how to do that, because the link to "view your open questions" in the Plusnet Member's Centre simply doesn't work)

jab1
Seasoned Hero
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Re: Appalling Product

Did the engineer not verify the connection was stable before leaving? I would have thought he should, but in any case I always hang onto them until I have checked for myself.

John
keithandrewowen
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Re: Appalling Product

Well, he stayed for about 20-25 minutes and all seemed fine. It can go an hour or so between drops, or just a few minutes.

jab1
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Re: Appalling Product

OK. So it's intermittent, but repeatable and not settling?

Not that I can do anything about it, but it may be useful to see the router statistics page from the 'Troubleshooting' tab on your routers home page. It may give an indication of where to aim resources in an attempt to rectify your problem

John
keithandrewowen
Grafter
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Re: Appalling Product

Thanks - here is a cut/paste of recent logs. Let me know if you want me to look for anything specific

 

15:11:01, 28 Apr. BLOCKED 1 more packets (because of Default policy)
15:11:00, 28 Apr. IN: BLOCK [15] Default policy (TCP [52.29.131.127]:443-​>[213.31.186.226]:51716 on ppp3)
15:10:56, 28 Apr. BLOCKED 1 more packets (because of Default policy)
15:10:54, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51775 on ppp3)
15:10:47, 28 Apr. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.72]:51735-​>[52.18.167.41]:443 on ppp3)
15:10:43, 28 Apr. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.72]:51677-​>[172.217.169.74]:443 on ppp3)
15:10:41, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51768 on ppp3)
15:10:39, 28 Apr. IN: BLOCK [15] Default policy (TCP [34.253.198.150]:7070-​>[213.31.186.226]:33543 on ppp3)
15:10:38, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51767 on ppp3)
15:10:28, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51760 on ppp3)
15:10:25, 28 Apr. IN: BLOCK [15] Default policy (TCP [193.27.228.61]:56698-​>[213.31.186.226]:1448 on ppp3)
15:10:22, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51752 on ppp3)
15:10:19, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51753 on ppp3)
15:10:17, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51748 on ppp3)
15:10:17, 28 Apr. BLOCKED 1 more packets (because of Default policy)
15:10:16, 28 Apr. IN: BLOCK [15] Default policy (TCP [185.151.204.14]:443-​>[213.31.186.226]:48056 on ppp3)
15:10:13, 28 Apr. IN: BLOCK [15] Default policy (TCP [161.69.165.70]:443-​>[213.31.186.226]:51700 on ppp3)
15:10:13, 28 Apr. BLOCKED 1 more packets (because of Packet invalid in connection)
15:10:11, 28 Apr. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.67]:48054-​>[185.151.204.14]:443 on ppp3)
15:10:11, 28 Apr. IN: BLOCK [15] Default policy (TCP [185.151.204.14]:443-​>[213.31.186.226]:48048 on ppp3)
15:10:09, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51743 on ppp3)
15:10:07, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51742 on ppp3)
15:10:01, 28 Apr. IN: BLOCK [15] Default policy (TCP [52.56.216.110]:443-​>[213.31.186.226]:51688 on ppp3)
15:09:58, 28 Apr. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.72]:51677-​>[172.217.169.74]:443 on ppp3)
15:09:58, 28 Apr. IN: BLOCK [16] Remote administration (TCP [103.145.13.120]:55455-​>[213.31.186.226]:80 on ppp3)
15:09:55, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51738 on ppp3)
15:09:48, 28 Apr. IN: BLOCK [15] Default policy (TCP [92.63.196.222]:41024-​>[213.31.186.226]:55103 on ppp3)
15:09:45, 28 Apr. IN: BLOCK [15] Default policy (TCP [69.16.175.10]:443-​>[213.31.186.226]:51691 on ppp3)
15:09:42, 28 Apr. IN: BLOCK [15] Default policy (TCP [74.120.14.25]:50554-​>[213.31.186.226]:27017 on ppp3)
15:09:39, 28 Apr. IN: BLOCK [15] Default policy (TCP [34.253.198.150]:7070-​>[213.31.186.226]:33543 on ppp3)
15:09:37, 28 Apr. IN: BLOCK [15] Default policy (TCP [45.146.164.243]:49625-​>[213.31.186.226]:3621 on ppp3)
15:09:34, 28 Apr. (253503.680000) Admin login successful by 192.168.1.72 on HTTP
15:09:29, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51727 on ppp3)
15:09:27, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51726 on ppp3)
15:09:25, 28 Apr. IN: BLOCK [15] Default policy (TCP [104.21.41.109]:80-​>[213.31.186.226]:51725 on ppp3)
15:09:22, 28 Apr. (253492.340000) New GUI session from IP 192.168.1.72
15:08:49, 28 Apr. IN: BLOCK [15] Default policy (TCP [183.136.225.42]:45238-​>[213.31.186.226]:8888 on ppp3)
15:08:41, 28 Apr. IN: BLOCK [15] Default policy (TCP [74.120.14.18]:55761-​>[213.31.186.226]:17777 on ppp3)
15:08:39, 28 Apr. IN: BLOCK [15] Default policy (TCP [34.253.198.150]:7070-​>[213.31.186.226]:33543 on ppp3)
15:08:37, 28 Apr. IN: BLOCK [15] Default policy (TCP [193.108.115.169]:56634-​>[213.31.186.226]:33612 on ppp3)
15:08:33, 28 Apr. IN: BLOCK [15] Default policy (TCP [184.105.247.243]:45787-​>[213.31.186.226]:8010 on ppp3)
15:08:25, 28 Apr. IN: BLOCK [15] Default policy (TCP [49.142.34.69]:60344-​>[213.31.186.226]:26 on ppp3)
15:08:19, 28 Apr. IN: BLOCK [16] Remote administration (TCP [188.166.115.162]:42406-​>[213.31.186.226]:8080 on ppp3)
15:07:43, 28 Apr. IN: BLOCK [15] Default policy (TCP [89.248.165.202]:41163-​>[213.31.186.226]:3606 on ppp3)
15:07:39, 28 Apr. IN: BLOCK [15] Default policy (TCP [34.253.198.150]:7070-​>[213.31.186.226]:33543 on ppp3)
15:07:31, 28 Apr. IN: BLOCK [15] Default policy (TCP [34.86.35.11]:51010-​>[213.31.186.226]:3306 on ppp3)
15:07:13, 28 Apr. IN: BLOCK [15] Default policy (TCP [193.27.228.58]:56624-​>[213.31.186.226]:1053 on ppp3)
15:07:04, 28 Apr. IN: BLOCK [15] Default policy (TCP [92.63.196.236]:41442-​>[213.31.186.226]:5009 on ppp3)
15:06:47, 28 Apr. IN: BLOCK [15] Default policy (UDP [45.134.144.109]:5174-​>[213.31.186.226]:5060 on ppp3)
15:06:14, 28 Apr. IN: BLOCK [15] Default policy (TCP [193.27.228.57]:51053-​>[213.31.186.226]:53134 on ppp3)
15:06:03, 28 Apr. IN: BLOCK [15] Default policy (TCP [185.153.196.82]:57512-​>[213.31.186.226]:44444 on ppp3)
15:05:58, 28 Apr. IN: BLOCK [15] Default policy (TCP [45.146.164.243]:49625-​>[213.31.186.226]:3973 on ppp3)
15:05:50, 28 Apr. IN: BLOCK [15] Default policy (TCP [54.72.72.34]:443-​>[213.31.186.226]:45559 on ppp3)
15:05:40, 28 Apr. IN: BLOCK [15] Default policy (TCP [125.91.17.85]:55042-​>[213.31.186.226]:6379 on ppp3)
keithandrewowen
Grafter
Posts: 25
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Registered: a week ago

Re: Appalling Product

1. Product name: Plusnet Hub
2. Serial number:  
3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 04:07:14
6. Data rate: 6286 / 60411
7. Maximum data rate: 6286 / 63125
8. Noise margin: 6.0 / 3.8
9. Line attenuation: 36.1 / 23.3
10. Signal attenuation: 24.8 / 21.4
11. Data sent/received: 1.9 GB / 22.4 GB
12. Broadband username:  
13. 2.4 GHz Wireless network/SSID: PLUSNET-K6FC
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: PLUSNET-K6FC
18. 5 GHz Wireless connections: Disabled
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: 100
21. Firewall: Default
22. MAC Address:  
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

 

jab1
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Re: Appalling Product

The first (log page) doesn't give any cause for concern - just confirms it is doing what it is supposed to and blocking incoming probes.

The more interesting one is the second one, which shows, despite not being up for long, that the data rate to and from your router is near maximum.

I am a little concerned about your downstream SNR rate though, given that you obviously have had breaks in your connection - 3.8dB, although possible on a short (good) line, is not ideal - 6dB or thereabouts is preferable.

Which master socket do you have?

And finally for now, as it has just popped into my head - what username is showing on the router? Can't remember where it is on the Hub1 as I don't use one, and have only had a few minutes play on one many months ago.

 

@bobpullen Has this customer got the latest firmware? The disconnecting devices issue could be related?

John
keithandrewowen
Grafter
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Re: Appalling Product

The username is [Removed], which is correct according to the Plusnet Member Centre

I have an Openreach Master Socket 5C, the kind with 2 connections, one for phone and one for DSL. The phone is working fine

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).
jab1
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Registered: ‎24-02-2012

Re: Appalling Product

OK, Keith, thanks for that information. I only asked about the username, as I've seen the odd time, usually on new set-ups, when the username stuck at 'setup', which gave similar results to some of what you are seeing.

I know you will have checked, but is the faceplate solidly attached to the back-plate? If the backplate isn't flush, it can upset the internals.

John
keithandrewowen
Grafter
Posts: 25
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Re: Appalling Product

Hi, yes, the faceplate is solidly attached

jab1
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Re: Appalling Product

OK, another possible point of error eliminated. 👍

John
jab1
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Re: Appalling Product

@keithandrewowen Sorry for keeping asking you to provide reports, but as a fellow customer, I don't have access to the PN systems that would give me the information.

Is it possible to run https://speedtest.btwholesale.com/ and complete the 'further diagnostics', please?

John
keithandrewowen
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Re: Appalling Product

No problem - thanks for trying to help!

OK I've tried the BTW Performance Tester. In fact I ran it 5 times. The FASTEST download speed registered was 0.64, all the rest of the results were 0. All the upload speeds were 0. That doesn't seem to make sense?

The "Additional Diagnostics" response is also not helpful

 

Additional Diagnostic

[CLOSE][RESET]

 

 
 
 
 
Summary of Performance Test
Timestamp
Wednesday 28 April 2021 | 17:13:23
Ping
0 Ms
Download
0 Mbps
Upload
0 Mbps
Summary Advanced Test

The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.