Drop outs

[#1]

Can someone please do that thing where you put a chart up of my connection so I can see if there are any drop outs. I keep experiencing interruptions when streaming nowtv. If the issue is not with plusnet I will contact nowtv but I did a speed check when It last happened and the download speed was about 2mbps so was kinda thinking it might be my connection with plusnet.
Thanks

[#2]

Hi @Pipachalk,

Thank you for getting in touch. I've tested your line, however the test isn't picking up any problems from here and indicates that your line is currently syncing at the full 40mbps down and 10mbps up:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	40.0 Mbps
Upstream Speed	10.0 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	501.4
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
Profile Name	0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-01-16T09:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	39.9 Mbps	39.9 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	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	2019-01-29T09:17:11.669+00:00	2019-01-29T09:32:11.669+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

and your connection log shows a solid connection with no drops for the last 76 days:

Are you experiencing connection problems with any of your other devices or is it just when streaming NowTV?

[#3]

Hi Emily

Thanks for your reply. It’s mainly when watching now tv. Sometimes my phone won’t load a website and when I switch WiFi off it loads straight away in my mobile data signal.
Could it be the modem?

[#4]

Hi @Pipachalk,

Thank you for confirming that. From what you've said, it sounds like the problem lies with the wireless signal from the router.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app called wifi analyser which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

 2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

 3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices  to for a stronger signal. 

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.

Please let us know how it goes.

Regards,

Emily

[#5]

Hi Emily

So I have followed steps 1 2 and 3 to change ssid name to add -5g to end of name. Is that it for now? Do I only follow the other steps if this doesn’t help as it says you will need to keep an eye on that for a couple of days and change the channel only if the issue persists. Is this correct?
I am unable to check the channels as the apps only work with android and not iOS it says on internet. I have an iPhone only.

[#6 · Accepted solution]

Hi @Pipachalk,

Thank you for splitting the wireless bands. Please try changing the wireless channel if the issue persists over the next few days. Don't worry if you're not able to download the WiFi analyser app - just try a few different channels until you find one that's stable.