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Buffering , High ping , connection drops

Newbie
Posts: 4
Thanks: 1
Registered: ‎29-09-2019

Buffering , High ping , connection drops

I've been with plusnet for a while and since i can remember this has been a issue i've lived with and its just become unbearable now i've gotten back into competitive gaming , my ping is constantly jumping from 25ms into 300 or 400 ms sometimes 900ms and just spiking out of game. Now TV is constantly stopping and restarting its video feed because the connection can't keep up. The phone customer services are about as useful as a chocolate teapot. My sons run into untold issues on his xbox / ps4 as well whilst playing fortnite. 

We are deeply considering moving to the much better ZEN internet , but if this can be fixed i'd rather just stay where i am. 

 

Hopefully this can be resolved. Thanks. 

 

2 REPLIES 2
Newbie
Posts: 2
Registered: ‎29-12-2019

Re: Buffering , High ping , connection drops

Having the same problems... have come to the realisation that I'm going to have to phone customer service and if lucky enough to get a reply will be put through the usual.... restart router, unplug computer....stand on one leg whilst whistling Dixie etc. When we all know they are tampering with the speeds....sigh
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,724
Fixes: 963
Registered: ‎21-04-2017

Re: Buffering , High ping , connection drops

Hi @pillzandskillz I'm sorry to see you're experiencing connection problems. I've tested your line today and the tests are showing your router is getting a speed of 80mbps but we can see your connection is dropping.

Unfortunately the tests aren't showing the cause for this so we'll have to arrange an engineer visit to investigate this further. Before we do that we want to make sure that there's no issues with your internal wiring affecting this.

Could you run through our troubleshooting guides Here making sure your router is plugged into the test socket as explained Here. If you're still experiencing problems, please report a fault to us at Here so we can arrange an engineer.

If you're interested, I've attached a copy of our testing for your line below:

GEA Test Detail
Circuit ID NA Service ID [redacted]
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 80.0 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 95.5
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
DP Type External
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-12-17T16:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 79.9 Mbps 79.9 Mbps 79.9 Mbps
Up Stream Line Rate 20.0 Mbps 20.0 Mbps 20.0 Mbps
Up Time 563.0 Sec 900.0 Sec 898.3 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-12-30T15:34:17.937+00:00 2019-12-30T15:49:17.937+00:00
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

image15777212726823

 

Hi @Dkdkdu02 I'm sorry to see you feel that way. There's no reason for us to do this, because it simply affects your experience as our customer and then causes more work for us to put things right.

I've tested your line and there aren't any issues showing with the broadband signal going into your router. You've also got standard broadband not fibre, so I'd recommend creating a thread in the appropriate board if you need help.

As per the below testing your router is getting a stable speed of 5.7mbps which is within the estimated speed range for your line of between 4mbps and 6mbps, this can be viewed on the BT Broadband Availability Checker Here.

So we can help you could you provide a bit more information regarding what the issue is you're experiencing? Also is your computer plugged into your router using an ethernet cable or are you connecting over WiFi?

xDSL Status Check
Circuit ID: [redacted] Service ID: [redacted]
Telephone NO.: N.A. Test Executed On: 2019-12-30T15:56:18.384Z
xDSL Status Test Summary
Sync Status: Circuit In Sync
General Information
NTE Status:   NTE Power Status: PowerOn Bypass Status:  
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 26.8 46.5
SNR Margin: 7.5 3.6
Errored Seconds: 0 0
HEC Errors: 0  
Cell Count: 212 530
Speed: 827 5799
 
Maximum Stable Rate (KBPS): 5696 Fault Threshold Rate (KBPS): 4556
Mean Time Between Retrains (Seconds): 32788 Mean Time Between Errors Upstream (Seconds): 151
Indicative Line Quality: A Mean Time Between Errors Downstream (Seconds): 82
Custom Thresholds
MTBR_RED:   MTBE_RED:  
MTBR_GREEN:   MTBE_GREEN:  

image15777213652520

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team