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Fibre speeds very slow in evening

tomwrc205
Newbie
Posts: 4
Registered: ‎06-04-2019

Fibre speeds very slow in evening

We have been with Plusnet for several months now. Since being connected our internet has been shocking whenever we want to stream a film in the evenings. It buffers every minute and takes several minutes to start again. Quite often it completely fails. We then restart out router manually via the button on top of the router. Then after 5 minutes it reconnects and the problem happens again.

I have done all the tests suggested on the Plusnet website.

We were previously with sky and never had any trouble for 3 years. Our experience with Plusnet has been a disaster so far.

Could somebody please shed some light on our problem?

Many thanks in advance

Tom
7 REPLIES 7
tomwrc205
Newbie
Posts: 4
Registered: ‎06-04-2019

Re: Fibre speeds very slow in evening

Also just to clarify, I am not very tech savvy. I have read through many topics on this problem and all I want is a reliable broadband that doesn’t need resetting every 5 minutes to work 👍
EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

Re: Fibre speeds very slow in evening

Hi @tomwrc205,

 

I'm sorry that you're experiencing poor speeds in the evenings. Thank you for running through the troubleshooting checks. I've tested your line but the test hasn't picked up any problems from here:

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 353.4
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 2019-03-25T13:15:00
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 795.0 Sec 900.0 Sec 899.7 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 2019-04-07T12:45:50.675+01:00 2019-04-07T13:00:50.675+01:00
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 next steps towards a resolution for you, please can you confirm whether this is solely affecting wireless connections or if wired connections are affected too?

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
tomwrc205
Newbie
Posts: 4
Registered: ‎06-04-2019

Re: Fibre speeds very slow in evening

Thank you for your reply.

We are only running wireless. Nothing in our house is wired to the router if that’s what you mean?

It mainly happens when one person is on a laptop and another is trying to stream a film.

It’s very annoying as it shuts everyone down in the household. One of the reasons we switched to fibre was to avoid this happening 🙂

Thanks

Tom
BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Fibre speeds very slow in evening

Thanks for getting back to us @tomwrc205, it certainly sounds like wireless interference then and we'd first advise going through the steps below on how to best optimise the wireless moving forwards which should hopefully imrpve things for you.

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 analyzer 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.

Let us know how it goes.

tomwrc205
Newbie
Posts: 4
Registered: ‎06-04-2019

Re: Fibre speeds very slow in evening

Many thanks for the level of reply. Like I said I’m not the most technically able but I have managed to follow all of your instructions.
Time will tell if we have any improvement. It was mainly happening when one person was watching a film and another playing on a game.
Tonight will be a good test (Friday evening).
I will report back be it good or bad 👍
Many thanks
Tom
MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Fibre speeds very slow in evening

No worries at all @tomwrc205 - that's what this forums is for!

 

Let us know how it looks? 

 

Thanks, 

Alisdair 

DS
Seasoned Champion
Posts: 2,307
Thanks: 504
Fixes: 22
Registered: ‎06-01-2017

Re: Fibre speeds very slow in evening

If the problem continues, after following this bit

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.

then this could be down to the software currently on your router. You can check this by going to any router page and going to the bottom of any page.

My router is running software version 4.7.5.1.83.8.263 and even after following the above, it didn't actually fix my issue. The reason why (I think) is because the wireless passkey for each SSID is still the same. I've found my devices are remembering the SSID that it shouldn't be remembering - thus ours still jump to 5GHz and some of us have reported issues with 5GHz devices since the software update. You might not be seeing the same issues, but thought I'd mention it, just in case you still have issues.

A possibly workaround is to go to this page http://192.168.1.254/index.cgi?active_page=9105 and turn the 5GHz off (so enabled from yes to no). This will however put a red light on the router, but it's nothing to worry about. Then see if all the devices then work fine.