Recently switched to fibre and it’s awful!
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- Re: Recently switched to fibre and it’s awful!
Recently switched to fibre and it’s awful!
11-05-2018 8:08 PM
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Hi,
After 2 years of great plusnet broadband I’ve recently switched to Fibre. And it’s awful!
Slow, unresponsive and drops connection loads. New router is in exactly the same position the last one was in.
Is there anything Plusnet can do to improve this service?
It’s so frustrating.
Regards
Re: Recently switched to fibre and it’s awful!
12-05-2018 10:51 AM - edited 12-05-2018 2:04 PM
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Welcome to the Forum @Cyclonestu
Have you reported this as a fault? If not, I would run through the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and report a fault at https://www.plus.net/apps/kbdfaults It takes a bit of your time but makes Plusnet aware of your problem (they won't know if you haven't reported a fault), they have to look at it, and gets the problem into the queue for action.
Please let us know how you get on.
Re: Recently switched to fibre and it’s awful!
13-05-2018 5:23 PM
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Hi there.
Our tests aren't showing any issues.
Are your devices connecting over WiFi or straight to the router using an ethernet cable?
If you're using WiFi, would you be able to try a wired connection?
This will help narrow down where the problem lies. If your connection is OK that way, then it's likely the issue lies with the wireless signal and further help can be found here and I'd also try the steps here too.
If you're still having problems using a wired connection, please can you run a speed test at www.speedtest.btwholesale.com completing the further diagnostics at the end? (Might need to use Internet Explorer)
Let us know how you get on.
Re: Recently switched to fibre and it’s awful!
11-07-2018 11:47 PM
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Hi, We’re still having wifi connection drop outs all the time (see a common alert attached). Im never more than 5m away from the router! How do I make an official complaint to plusnet? We cannot go on with sub standard broadband. Its becoming very frustrating.
Re: Recently switched to fibre and it’s awful!
12-07-2018 7:55 AM
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Try using inssider V3 (free) to examine the use of the WiFi spectrum in your area.
What device are you using? Does it have not 2.4 & 5 GHz band WiFi capability? Do both bands use the same SSID?
@Gandalf would it be correct to believe that the VR plots show good stable broadband connectivity?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Recently switched to fibre and it’s awful!
12-07-2018 9:15 AM - edited 12-07-2018 9:18 AM
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Wireless problems such as these is often associated with the two wireless bands, 2.4 and 5 GHz coming syncronised by default on the Hub One. Separate them as shown in this link https://community.plus.net/t5/My-Router/Devices-stop-working-on-5-GHz-connection-Wifi-drops/m-p/1395... then try each in turn. Use the best.
Moderator and Customer
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Re: Recently switched to fibre and it’s awful!
12-07-2018 10:18 AM - edited 12-07-2018 10:19 AM
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Hi @Cyclonestu,
I'm sorry to hear that your wifi connection is poor. If you've not done so already, please can you run through the wireless guides here and I would also recommend that you try separating the 2.4 and 5GHz wireless bands as @Baldrick1 has suggested.
If the issue persists once you've been through these steps, please let us know. We're unable to guarantee the performance of your connection over wireless as the signal can be affected by numerous external factors that our outside of our control but we will do our best to support you with this.
I've tested your line again and can confirm that this isn't picking up any underlying connection issues. For reference, today's test result is as follows:
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 | 38.2 Mbps | ||||
Upstream Speed | 7.7 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Estimated Line Length In Metres | 981.1 | ||||
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, Interleaving On |
and your connection is also looking nice and stable in the radius logs:
Re: Recently switched to fibre and it’s awful!
12-07-2018 11:01 AM
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