Facebook/YouTube etc. comments taking ages to appear

[#1]

I have a weird problem where if I go to view a comment on Facebook and/or YouTube etc. the icon spins for ages through wifi (at home) but as soon as I switch wifi off on my phone (and use 4G) they come through instantly. It also does the same on my PC.

I'm not sure if it's related but sometimes icons/pictures don't appear when using my PlusNet Fibre but again as soon as I switch to 4G they come straight through. Sometimes refreshing the webpage helps and sometimes it doesn't.

[#2]

Hi @Bellagio,

I'm sorry to hear that you're experiencing problems with things loading when you're connected over WiFi. I've tested your line but the test hasn't picked up any problems from here and indicates that the line is currently syncing at the full 40mbps down and 10mbps up:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXX

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	238.6
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, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-07-24T20:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	40.0 Mbps	39.9 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	770.0 Sec	900.0 Sec	899.8 Sec
Retrains	0.0	2.0	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	2019-08-06T19:02:25Z	2019-08-06T19:17:25Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

So that we can determine the best steps towards a resolution for you, please can you confirm whether this issue is solely affecting wireless connections or if wired connections are affected too?

[#3]

It's affecting both, the other problem we have is my mail browser Windows Live Mail 2012 keeps timing out when connecting to my F2S email addresses (and other times connects straight away). This has only started happening since swapping to PlusNet recently. I've made a separate ticket for this where they said we could have a rogue IP address and to turn the router off for 65 mins. I left it off all day today and whilst a little better it's still doing it. 

[#4]

Hi @Bellagio,

Thanks for getting back to us. We're not detecting any issues from our end of things and if the issue is occurring via Ethernet cable as well as Wi-Fi on your end of things, we'll need to know what throughput speed you're receiving before we can proceed. Please can you send us a screenshot of a speedtest run via Ethernet cable whilst the router is plugged into the test socket in the property. For reference, we have a guide on how to set the router up within the test socket here.

[#5]

Hi, the static ip seems to have fixed this issue.

Thanks again.

[#6]

Thanks for getting back to us @Bellagio

I am pleased things now seem to be resolved.

If we can help with anything else, just let us know