Intermittent speed issues. Particularly on video streaming

[#1]

Been like for a few weeks now. Facebook video and YouTube are the worst hit. Everything works fine and then it's like I'm on dialup. Same thing when working from home using Skype for Business. Some days perfect other days it's embarrassing. 

I'm subscribed for unlimited fibre and all has been perfect for a few years now with only minor issues/service outages that are acceptable but now it seems the service may have some longer term issues? I'm seeing lots of complaints on Downdetector RE Plusnet and the ratings for the service have dropped through the floor. What's going on? Please don't turn into another BT... the U.K. needs the old PlusNet!

Ive checked internal kit and flashed my Archer C2 router with latest firmware. Speed tests look ok on speed Tester sites so seems more like a traffic prioritisation/restriction issue. Intermittent issues are the worst which is why I've left it in the hope that it would be resolved but looks like it keeps happening. 4G on mobiles proves to be much faster when the issue hits.  Is there anything that could be causing this Plusnet side I'm not aware of?

[#2]

Hi Richardmcphee and welcome to the Community Forums.

I've checked your connection and everything is looking spot on this side in terms of speed and no errored seconds:

st Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0003
Description	No problem found, OAM test is not currently supported on this line.
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	77.0 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	432.0
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-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2017-05-30T13:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	77.1 Mbps	80.0 Mbps	77.3 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	0.0 Sec	900.0 Sec	898.6 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	2017-06-12T12:02:51Z	2017-06-12T12:17:51Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Everything at the cabinet is looking good also.


I have to ask then, are you noticing these issues on both wireless and wired connections? And does it flare up during peak times or?

Kind regards,

Ben

[#3]

Hi Ben,

Thanks for running the tests. It happens on both but very random intervals. I guess we only use at peak times evening and weekends really. Not experienced issues in the past but as I say recently at points it becomes unusable. It can last 10 minutes or a few hours. I don't think it will be easy to troubleshoot. I think I'll live with it for a few more weeks to see if it keeps happening. If it does I'll do more internal checks and then raise an official support request if I can't get to the bottom of it.